The Navigating Complex Interactions in Front-Line Settings training incorporates various best practices of direct client support with the goal of improving staffs’ safety in a complex, fast-paced environment. This workshop is intended to build on existing knowledge and skills of front-line workers to maximize positive outcomes, minimize the likelihood of escalated or violent interactions, and how to maintain safety in the workplace when escalation is unavoidable.

Instructor: David MacMain

David has over eighteen years of experience in the social service sector and holds a Social Work degree from the University of Victoria. His background includes working in front line, management and senior leadership roles. David draws on his experience in outreach, team leadership, and occupational health and safety to provide practical, straightforward, and engaging presentations. David’s philosophy to working with clients is underpinned by empathy, genuineness, and unconditional positive regard. His current role as Shelter Manager includes increasing competencies for staff that work directly with complex, vulnerable populations. Along with his role in managing Rock Bay Shelter for Victoria Cool Aid Society, David also provides direct policy and practice development including education on de-escalation and person-centered approaches to working with clients. As a facilitator, he combines theoretical and practical approaches with a deep appreciation for the experience and knowledge that participants bring to a workshop.

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