Clinical Operations Manager

Job Title:

Clinical Operations Manager

Department:

Clinical Operations

Reports To:

Senior Manager, Clinical Operations

Job Type:

Full Time, Permanent

Job Posting Close Date:

November 9, 2025

About the Role

We’re looking for two passionate and dynamic leaders to join our Clinical Operations team on a shoft rotational basis!

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

🌙 1 Evening Manager, Clinical Operations — Rotation 1: Tuesday 18:00 -02:00, Wednesday, Thursday and Friday 16:00 - 02:00 Rotation 2: Wednesday to Saturday 16:00 - 02:00

🌃 1 Overnight Manager, Clinical Operations — Rotation 1: Tuesday 18:00 -02:00, Wednesday, Thursday and Friday 21:00 - 07:00 Rotation 2: Wednesday to Saturday 21:00 - 07:00

As Manager, Clinical Operations, 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.

KEY FUNCTIONS AND RESPONSIBILITIES

1. Directly manage 24.7 operations of texting and counselling operations to meet service KPIs and clinical standards:

• Ensure optimal day-to-day service delivery including queue management, team management and engagement, monitoring and evaluating contacts in the moment, clinical support, etc.
• Operationalize floor management strategies, including overseeing schedule adherence of services and optimizing floor activities, etc.
• Collaboration with Workforce to ensure 24/7 coverage, making decisions on last minute call-ins, etc.
• Management and monitoring of frontline activities i.e. floor and platform management, debriefing, consultation, etc.
• Making operational and data-driven decisions to optimize in the moment service delivery
• Lead the implementation of operational, and strategic activities and changes; I.e. champion change management of initiatives, etc.
• Participation in the on-call system.
• Performing clinical service duties (taking contacts or conversations) as necessary as per agency guidelines and tracking or noting accordingly;

2. Ensure alignment to clinical, operational and organizational guidelines, standards and policies

• Be the go-to resource for front line staff for clinical and operations support, providing in the moment leadership and direction to fulfill management duties.
• Provides guidance and direction to staff and has in the moment decision making authority
• Ensure that policies and standards are being followed including quality, training, operational performance and professional conduct.
• Has authority to manage in the moment performance, employee conduct and issue discipline
• Ensure the terms of collective agreements with bargaining unit members are upheld

3. Provide in-the-moment clinical and operational leadership to the frontline teams

• Provide clinical consultation and direction for frontline (Duty to report, clinical framework, challenging or complex behaviours)
• Provide one-on-one and group debriefs
• Initiate and support self-care skills and strategies for frontline
• Lead team meetings as needed
• Attend and participate in program or department meetings as a representative of the management team
• Responsible for supporting the hiring process of front-line staff with people and culture managers.
• Leading a culture of excellence and professionalism and ensuring team dynamics are aligned with KHP values, policies, departmental strategies, etc. Ensure alignment within the management team and KHP values.

4. Liase with IT team to address technical issues impacting service

• Supporting technical aspects of onboarding and service delivery
• Addressing service outages and reporting to applicable teams and leaders
• Understanding of IT requirements for all services

5. Provide situational leadership to frontline staff and liaise with assigned people manager

• Collaborative approach and team support of frontline; making people and performance managers aware of clinical and behavioural performance
• Investigate and respond to performance/service/complaints/grievances, breeches of policy issues, in consultation with the Senior Manager;
• Collaborate, consult and build strong partnerships with colleagues and other Divisions such as Workforce Management, Quality and Education and Human Resources.
• Contributing to and maintaining up to date records such as supervision and performance notes;
• Representing Kids Help Phone in media, at external committee and in internal committees as required;

6. Address client complaints and in the moment service issues

• Taking complaints, responding to backchannel emails and responding or following up as required
• Implement any performance management requirements in collaboration with direct manager
• Consulting with external agencies as required;

Qualifications:

• A degree or diploma in applicable fields such as Social Work, Psychology or Sexology
• Computer literacy including the ability to adapt to new software technology
• Bilingualism (French and English), both verbal and written is an asset
• Minimum 2-3 years professional experience managing employees and/or volunteers, preferably in mental health or child welfare
• Have a demonstrated ability to manage and motivate staff, and engage colleagues, including those in leadership roles to create collaborative impact.
• Thrives in a fast-paced environment, leaning into change and demonstrating ability to remain calm and level-headed.
• 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
• Demonstrated experience in counselling and crisis intervention (telephone counselling preferred)
• Demonstrated ability to make in the moment 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

The above is not an exhaustive list of duties and you may be asked to perform different tasks as necessitated by your changing role and the overall business objectives of Kids Help Phone.

Comprehensive benefits.

Don’t meet every single qualification and requirement? Studies have shown that women and racialized people are less likely to apply to jobs unless they meet every single qualification. At Kids Help Phone we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role, but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles that our organization is recruiting for.

The Small Print:

Applications will close at 11:59 pm, on the job posting close date listed above. Submissions received after this time may not be considered

A full job description is attached to this posting.

Reasonable accommodations are available on request from a candidate with a disability.

No recruitment agencies please