Security & Engagement Officer

Organization Overview:

Vivo for Healthier Generations is a charity with a profound purpose: to ignite a mindset to LIVE for healthier generations. Our Collaboratory applies leading practices in social innovation to co-create and measure new kinds of healthy living solutions and our Centre is an inclusive environment for healthy lifestyles. Together, we create meaningful impact with individuals, our community, and the planet.

Role: Security & Engagement Officer

The Security & Engagement Officer is responsible for ensuring the safety and security of all patrons, staff, and property within the facility. This role includes monitoring activity, enforcing facility rules, responding to incidents, and providing exceptional customer service to promote a safe and welcoming environment.

Primary responsible this role is the oversight of the safety, security, and team support during daily operations. The role provides steady leadership support to the frontline team, ensuring consistent execution of our policies and procedures and the highest order of operational excellence and accountability.

Reports to: Head of Security & Engagement (in their absence, the Health & Safety Manager)

Responsibilities:

Safety & Security Operations

• Maintain a thorough understanding of all security and emergency procedures as outlined in the Emergency Response Manual and Vivo Security Manual.
• Act as the lead role (Safety Warden) in emergency response events and coordinate evacuation protocols with other stakeholders.
• Patrol indoor and outdoor areas of the facility, including gyms, arena, pools, parking lots, and public spaces.
• Monitor entrances, exits, and restricted zones to prevent unauthorized access.
• Conduct opening and closing security procedures, including checking doors, alarms, and lighting.
• Monitor CCTV systems and report irregularities or suspicious behavior.
• Respond promptly to security incidents, medical emergencies, conflicts, and disturbances.
• Enforce facility policies, including rules regarding behavior, equipment uses, and safety protocols.

Customer Service & Patron Support

• Provide clear, courteous assistance to patrons and staff.
• Offer guidance on facility rules, event schedules, and general inquiries.
• Support crowd control during peak hours, rental bookings, and special events.
• Assist with lost and found items including documentation.
• Establish solid working relationships within the team, other departments, facility tenants and community groups to ensure a safe & secure working environment.
• Assist with facility set-ups and take-down for bookings, programs and event in an efficient and organized manner.

Incident Response & Reporting

• Complete accurate and timely incident reports and shift log reports.
• Communicate effectively with management, emergency services, and other staff as needed.
• Participate in post-incident follow-up or debriefs.
• In collaboration with the Security & Engagement Coordinator, review CCTV footage and complete applicable forms for the Calgary Police Service regarding reported incidents.

Risk Management & Compliance

• Identify safety hazards and report issues such as damaged equipment, spills, or unsafe conditions.
• Ensure compliance with emergency procedures, fire safety protocols, and evacuation plans.
• Monitor parking lot behaviours and ensure Vivo parking tickets are issued, and/or contact Calgary Parking Authority when required.
• Assist with routine safety checks of emergency equipment (i.e. – fire extinguishers, first aid kits, and AEDs).

Qualifications

• Previous experience in security, law enforcement, recreation facilities, or customer service (preferred).
• Certifications or diploma courses in security management, police foundations, justice studies or equivalent.
• Valid Alberta Security Guard License (as required by local regulations).
• Intermediate First Aid / CPR-C certification.
• Strong communication and conflict-resolution skills.
• Ability to remain calm and professional in high-pressure situations.
• Physically capable of standing, walking, and responding quickly across large facilities.
• Must be able to participate physically in activities such lifting up to 30-40lbs.
• Criminal record check (with vulnerable sector check) within the past 3 years for current staff and 2 months for new staff.

Core Competencies

• Situational awareness
• Professionalism and integrity
• Problem-solving and decision-making
• Teamwork and collaboration
• Customer service orientation

Work Environment

• Combination of indoor and outdoor work.
• May require evening, weekend, and holiday shifts depending on facility schedule.
• Requires occasional lifting or physical intervention in emergency situations.