Job Title: Community Safety & De-Escalation Specialist
Pay: $25.00 per hour ($52,000/year at 1.0 FTE)
Hours: Full-time, 40-Hours/Week (1.0 FT)
In Person vs Remote: 100% In-person
FSLA Status: Full-Time. Hourly
Location: Lyon-Martin Community Health Services
Address: 1735 Mission Street San Francisco, CA 94103
Reports To: Front Office Manager
Organization Mission
The mission of Lyon-Martin Community Health Services is to provide high quality, compassionate and trauma-informed medical, gynecological, and mental health care services to trans, non-binary, gender non-conforming, and intersex communities and cis-gender women with specific sensitivity to LGBQA+ sexual orientation, disability, size, race, ethnicity, and language, regardless of immigration status or ability to pay.
We aim to eliminate health inequities for our communities by rooting our clinical practice in core foundational intersectional frameworks of anti-racism, self-determination, harm reduction, and reproductive and disability justice. As a community clinic, we believe our communities are best served by and for us; that’s why community engagement and leadership development are central to our mission of community care and mutual aid. Lastly, we commit to increasing access to culturally responsive care beyond our walls through provider training and education and addressing systemic barriers to care through policy advocacy.
Position Summary
Lyon-Martin seeks a compassionate and culturally responsive Community Safety & De-Escalation Specialist who will serve as a greeter and security guard, using de-escalation and anti-carceral principles and methods when possible. This role will work collaboratively with clinical and administrative teams—particularly mental health clinicians, community access coordinators, peer support specialists, and managers—to foster a safe, welcoming environment for patients, staff, and visitors, especially those from historically marginalized communities. The ideal candidate will have experience working with diverse populations impacted by systemic inequities and will utilize restorative and transformative justice approaches to mediate conflict, interrupt and minimize potential harm, and increase patient and staff accountability to each other.
Duties and Responsibilities
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Harm Reduction & De-Escalation
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Act as the first point of response to escalating situations with clients and walk-in visitors, employing non-violent, trauma-informed strategies to defuse tensions.
Use de-escalation techniques grounded in harm reduction, restorative justice, and transformative justice principles.
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Conflict Mediation & Relationship Building
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Greet and provide warm welcoming presence to patients and staff alike.
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Proactively engage with patients and staff to build rapport and trust, reducing the likelihood of conflict.
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Mediate interpersonal conflicts that arise between patients and staff or external individuals and the organization.
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Facilitate open, respectful communication that acknowledges systemic inequities and potential mistrust in healthcare settings.
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Collaboration with Interdisciplinary Teams
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Work closely with mental health clinicians, peer support specialists, and managers to develop and implement individualized approaches to conflict resolution and crisis intervention.
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Coordinate care with behavioral health professionals and other relevant team members when a patient’s needs exceed immediate de-escalation.
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Engage in regular case reviews or debriefs with clinical staff to refine best practices and support ongoing patient care efforts.
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Safety & Advocacy
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Maintain a visible, supportive presence in waiting areas, hallways, and external entry points to promote a sense of safety and respect.
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Interrupt or prevent immediate harm in ways that minimize further trauma and avoid punitive or carceral responses whenever possible.
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Collaborate with clinical, behavioral health, and administrative teams to integrate holistic safety practices throughout the FQHC.
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Policy & Procedure Development
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Assist in creating and refining organizational policies and protocols that uphold restorative justice and anti-carceral practices.
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Offer training and guidance to staff on best practices for conflict resolution, de-escalation, and cultural humility.
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Liaison with External Agencies
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In extreme circumstances, coordinate with law enforcement or other external agencies while advocating for non-punitive solutions that prioritize patient safety and community well-being.
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Document all incidents thoroughly, maintaining clear records of interventions and outcomes for quality improvement and accountability.
Key Competencies
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Cultural Humility & Inclusion: Commitment to equity, inclusion, and respect for diverse identities and experiences.
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Conflict Resolution: Skilled at active listening, negotiation, and guiding conversations toward mutual understanding.
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Calm Under Pressure: Able to remain composed in high-stress situations, using de-escalation strategies effectively.
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Team Collaboration: Works closely with interdisciplinary teams (clinical, administrative, behavioral health, peer support) to ensure holistic safety approaches.
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Problem-Solving: Identifies and addresses potential safety concerns proactively and creatively.
Working Conditions
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This is a full-time, in-person position. The Community Safety & De-Escalation Specialist will spend most of their time in patient-facing areas to maintain a visible, approachable presence.
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Occasional evening or weekend shifts may be required depending on clinic hours and events.
Qualifications
Required
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Prior experience in de-escalation, security, community engagement, crisis intervention, or relevant human services roles.
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Demonstrated experience working with BIPOC, LGBTQIA+, sex workers, unhoused populations, people who use drugs, and other marginalized communities.
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Deep understanding of trauma-informed care, de-escalation techniques, harm reduction, and restorative/transformative justice principles.
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Familiarity with the ways systemic inequities (e.g., racism, classism, homophobia, transphobia) impact healthcare access and patient behavior.
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Strong verbal and written communication skills, with the ability to interact effectively across diverse cultural and socioeconomic backgrounds.
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Organizational awareness and the ability to balance safety with a respectful, welcoming environment.
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Ability to stand and walk for extended periods and respond quickly to emergencies.
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Comfort with managing dynamic situations calmly and compassionately.
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Willingness to undergo any required background checks or clearances as per policy and relevant regulations.
Preferred
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Education, training or experience working in conflict resolution, case management, psychology, or related fields is a plus.
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Bilingual or multilingual abilities (especially in languages commonly spoken by the local community) are highly valued.
Benefits: Employees regularly scheduled for 16 hours or more per week are eligible for full benefits, which include 100% employer paid Platinum level medical plans for both employees and their minor dependent(s), Premium dental, vision, life and acupuncture/chiropractic plans, as well as an up to 3% 403b match and access to pre-tax health, dependent care and commuter benefits.
Available Pay Differentials: $1.00 per hours worked for employees certified bilingual in Spanish, Chinese, or Tagalog.
