Manager, People & Clinical Performance

About the Role

We’re looking for a passionate and dynamic leader to join our Clinical Operations team on a full-time, shift rotational basis!

You will be asked to choose your preference for one of the three opportunities we are hiring for:

As Bilingual Manager, People & Clinical Performance, you’ll provide 24/7 leadership and support for our counselling and texting services, ensuring our frontline teams can deliver safe, high-quality, and responsive care to young people across Canada.

You’ll be the go-to person for real-time decision-making, clinical guidance, and operational excellence — helping to ensure every interaction meets Kids Help Phone’s standards for compassion, quality, and impact.

Are you motivated by the opportunity to positively impact mental health for young people in Canada? Would you be passionate about helping young people deal with the challenges of growing up in today’s complex, ever-changing, technologically driven world?

Unlock your potential. Carve out a career as unique as yourself. Grow with us.

Presentation of the organization

Kids Help Phone is a Canadian and world leader, known for their expertise and continuous innovation as Canada’s only 24/7 professional counselling and information service for young people, in both French and English. Since 1989, we have offered kids, teens and young adults a critical lifeline of hope and support through our free, anonymous and confidential services.   Young people reach out to Kids Help Phone’s professional counselors and trained volunteers from every corner of the country via phone, Live Chat and texting, and benefit from their database of local youth-serving programs.  Kids Help Phone’s website is a widely recognized model of youth-focused design; offering therapeutic tools, games, information, and counseling.   

People and Performance Management – accountable for front-line team performance, ensuring effective and efficient work, while meeting goals and KPIs 

• Provide team leadership aligned with KHP values, You Matter and IDEA strategies while ensuring regular, consistent and equitable team and employee performance management of direct reports, in alignment with KPIs and success indicators 
• Review and assess skills and performance to ensure that the frontline team meets operational and clinical standards, in consultation with Clinical Operations, Quality Assurance and Workforce teams 
• Provide frontline team with regular evaluation of performance including regular supervisions (individual and group), probationary reviews and annual Performance Appraisals 
• Responsible for performance management including the development and monitoring of performance improvement plans, investigation, disciplinary actions and termination 
• Responsible for ensuring collaboration, timely communication and alignment with the clinical operations team to support employee experience and performance management 
• Collaboration with the HR, Clinical Practice Specialist and Quality Assurance teams to support clear performance standards  
• Complete all required documentation including clinical review notes, supervision notes and annual Performance Appraisals 

People and Culture – providing employee engagement leadership and building a culture of excellence 

• Responsible for providing employee coaching and supporting career development for 

frontline staff  

• Embedding mission, vision and values-based leadership in self and teams including IDEA strategies, a company culture of mutual respect, open communication and accountability, YOU Matter and Collective Agreement principles  
• Responsible for supporting recruitment, retention and attrition and managing leaves and accommodations of the frontline teams in collaboration with functional leads 
• Support and develop well-being strategies and strategies for reducing empathic strain for all members of the front-line team in collaboration with the Clinical Practice Specialist team, frontline wellness teams and the organization's Well Being Champion team 
• Maintain strong relations with Union partners and implementation of Collective Agreements 

Regular and Effective Communication – in alignment with KHP Mission, Vision and Values, IDEA, You Matter and Collective Agreement principles 

• Collaboration with HR and IDEA on strategies to ensure inclusion, diversity, equity and accessibility is embedded in everything we do 
• Responsible for maintaining effective communication amongst the frontline team, in collaboration with the clinical operations team, including regular team meetings, monthly newsletter, formal communications maintain effective communication amongst the frontline team. 
• Responsible for supporting the dissemination of information about Kids Help Phone, the organization, service performance, projects, wellness initiatives, etc. And engaging staff in Kids Help Phone initiatives 

Operational Excellence – participate in projects related to the growth and development of the frontline team and service 

• Lead or collaborate on the development of specific projects, policies and strategies as they relate to frontline team requirements.  
• Responsible for the recruitment, hiring and onboarding of frontline staff 
• Responsible for identifying risks and developing mitigation strategies 
• Support change management for frontline staff 
• Support the development and ongoing implementation of bilingual support strategies 
• Intentional collaboration with the counselling operations team, HR and Workforce to ensure consistency and accountability across front line teams 

QUALIFICATIONS 

• A degree or diploma in applicable fields such as Social Work, Psychology or Sexology 
• 2-4 years of supervisory or performance management experience in a clinical setting. 
• Eligibility for registration with a relevant regulatory body is an asset 
• Excellent English and French oral and written skills 
• Experience in relevant industry such as helpline, mental health agency or crisis counselling related field with preference given to individuals having at least 5 years of experience in the social services sector 
• A demonstrated ability to manage and motivate staff, and engage colleagues, including those in leadership roles to create collaborative impact. 
• Demonstrated experience in counselling and crisis intervention (telephone counselling preferred) 
• Demonstrated ability to make timely decisions with good judgment  
•  Demonstrated ability to manage multiple tasks effectively and efficiently, superior organizational skills and attention to detail, ability to work under deadline. 
• Entrepreneurial, creative, strategic minded and energetic  
• Conflict resolution skills, certifications an asset 
• Clear and compelling communication skills  
• Flexible and adaptable in a complex, changing environment  
• Commitment to the vision and goals of the organization 
• Understands ethical behavior and business practices and ensures that own behavior and the behavior of others is consistent with these standards and aligns with the values of the organization 

Requirements

• As this is a remote position, you must have stable internet and telephone lines and a workspace that promotes confidentiality and minimizes distractions. 
• Flexibility and willingness to work in a 24/7 environment, including evening and weekend work 
• Ability to secure an acceptable “Vulnerable Person Sector Criminal Reference Check” 
• Ability to travel to KHP offices as required