Job Description

The MAB Instructor is a de-escalation expert who works collaboratively with employees throughout Pipeline Health to reduce and prevent workplace violence and increase safety in the workplace. MAB Instructor participates in the Workplace Violence Prevention committee. This position may require travel to multiple hospital locations on an as-needed basis. Actively and consistently contributes to department operations and communications, behaves in a manner consistent with the mission, vision, and values of Pipeline Health, upholding standards of AIDET (Acknowledge, Introduce, Duration, Explanation, Thank you) patient communication.

Essential Functions:

• Directs the organization’s crisis intervention program, including curriculum development and training.
• Ensure all training aligns with OSHA standards to include MAB and SB1299 standards and evidence-based crisis intervention practices
• Facilitate engaging, in-person training using provided curriculum and teaching materials
• Prepare training rooms and materials prior to each session
• Deliver a high quality, interactive learning experience for attendees
• Complete required documentation and reporting following trainings
• Interface directly with training participants and respond to questions professionally
• Maintain knowledge of crisis intervention strategies, violence in the workplace and related topics
• Contributes to the WPV prevention initiatives, ensuring alignment with regulatory standards.
• Designs and delivers education based on MAB regulatory standards.
• Partners with Human Resources to maintain required MAB certification.
• Maintains current knowledge of best practices and emerging trends relating to OSHA and other regulatory related standards.
• Uses AIDET in interactions with patients and family members.
• Acts with a sense of urgency when performing tasks.
• Basic unit/department maintenance such as keeping files, drawers, cabinets free from unnecessary clutter.
• Reports on any equipment and or environmental issues for repair.
• Abides by HIPAA (Health Insurance Portability and Accountability Act) regulations.
• Speaks up to stop the line and escalates potential safety events if necessary.
• Completes and attends monthly training assigned.
• Other duties as assigned.

Behavioral Standards:

• Treats everyone as their customer; utilizes scripting and other tools to ensure consistency in customer service; Expresses recognition and shows appreciation to others; fully utilizes AIDET principles; responds quickly to handle requests, complaints and questions; displays a positive attitude.
• Demonstrates the highest level of professionalism, passion and care when interacting with patients, families, physicians, and hospital staff members.
• Using a lens of equity in all aspects of patient care delivery, education, and research to promote policies and practices to allow opportunities for all to thrive and reach their potential, embracing ingenuity to service our customers.

Communication/Knowledge:

• Strong communication, facilitation and presentations skills.
• Comfortable in delivering in-person training.
• Wears nametag properly; follows dress code policy; answers phone correctly and promptly; is prepared for meetings; meets deadlines; does not participate in gossip; acts ethically and treats others with respect; respects customer’s and co-worker’s time; establishes and maintains effective relationships with customers and co-workers.

Collaboration/Teamwork:

• Attends staff meetings; follows HIPAA guidelines; follows patient rights policy; complies with the compliance program; demonstrates knowledge of role in a disaster; demonstrates knowledge of fire and fire drill procedures; working knowledge of hospital emergency codes; always utilizes standard precautions in the clinical setting; safely manages the environment of care by demonstrating a working knowledge of the requirements of the: Life Safety program, Utilities Management program, Hazardous Materials program, Emergency Preparedness program, Safety Management program, Medical Equipment Management program, Security Management program.

Qualifications/Experience:

• Five (5) years experience in a healthcare environment or related field, preferred.
• Two (2) years experience conducting crisis intervention and/or de-escalation, preferred.
• Prior experience as a trainer or instructor, preferred.
• Strong public speaking skills with the ability to engage audiences of varying sized and backgrounds.
• Proficiency with Microsoft Office, Outlook and Power Point.
• Critical thinking, service excellence and good interpersonal communication skills, ability to read/comprehend written instructions, strong organizational skills, ability to follow verbal instructions, and PC (computer) skills.
• A capacity to learn, synthesize, make critical judgments, work independently, place patients and families first, and collaborate with the team members who are recognized leaders within health care.