Manager, People and Clinical Performance

Department

Clinical Operations

Reports to

Senior Manager, People & Clinical Performance

Job type

Full-Time, Permanent, Remote working only

Location

Ontario or Quebec Based

Posting period

2025-08-16

The opportunity

Are you motivated by the chance to help ensure all young people in Canada can access mental health support and Feel Out Loud? Kids Help Phone (KHP) is Canada’s Unlock The Hope Youth Charity. We’re the first and only 24/7 e-mental health service in the country and a global leader in innovation for youth and their well-being.

We’re seeking a full-Time, permanent, remote working only to join the Clinical Operations team to help give more young people’s feelings a place to go. Reporting to the Senior Manager, People & Clinical Performance, the successful candidate will support JOB OVERSIGHT. It’ll take courage, collaboration, innovation, resilience and trust. If you’re interested in transforming e-mental health solutions with KHP, you can explore this opportunity today!

The responsibilities:

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

The qualifications

• A degree or diploma in applicable fields such as Social Work, Psychology or Sexology
• Eligibility for registration with a relevant regulatory body is an asset
• Excellent English oral and written skills. Bilingual in French and English is an asset.
• 2-4 years of supervisory or performance management experience is an asset
• A demonstrated ability to manage and motivate staff, and engage colleagues, including those in leadership roles to create collaborative impact.
• 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 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

Don’t meet every qualification listed? Studies often report equity-deserving people are less likely to apply for jobs unless they meet every requirement. KHP is dedicated to building a more diverse, inclusive and authentic workplace, so if you’re excited about this role, but your experience doesn’t align with every qualification, we welcome you to apply anyway. You may have the qualifications / experience for this role or other opportunities at KHP!

The application process

To apply for this opportunity, you can tap the “Apply” button on this page and follow the on-screen instructions.

About KHP, Canada’s Unlock The Hope Youth Charity

KHP is Canada’s first and only free, multilingual and confidential e-mental health service that’s always open, offering youth from coast to coast to coast support and a non-judgmental space to Feel Out Loud. Since 1989, KHP has been the empowering, trusted changemaker that helps give young people’s feelings a place to go through unparalleled e-mental health solutions. With innovation in our DNA, KHP integrates data, technology, clinical expertise and more to help deliver a personalized well-being experience for all youth, so they can thrive in their world, no matter where life takes them. For more information and opportunities to help young people let their feelings out, you can visit KidsHelpPhone.ca.

Inclusion, Diversity, Equity and Accessibility (IDEA)

KHP has a role to play in effecting social change and advancing equity. We will not waver on these commitments and will continue leading the way in making the workplace, and the world young people live in, more inclusive, diverse, equitable and accessible.

As such, we always welcome applicants from equity-deserving communities (e.g. Indigenous Peoples, racialized persons, persons with disabilities, women, 2SLGBTQ+ individuals, etc.). We strongly believe that alleviating the underrepresentation of equity-deserving groups will help create a stronger KHP and help us better support the needs of youth from coast to coast to coast.

To learn more about how we are committed to advancing IDEA, you can explore KHP’s IDEA 2023–2027 Strategy and Action Plan

Accommodations

KHP welcomes applications from people living with disabilities. Reasonable accommodations are available upon request during any phase of the application / hiring process. If you’re contacted about an opportunity, you can reply and let us know if you require accommodations at any time.

Compensation and benefits

Salaries at KHP are determined by candidate experience, qualifications and specific skill sets, as well as market and operational considerations. Potential additional benefits at KHP include:

• Hybrid work model
• Comprehensive Employee Benefits Program
• Emergency Travel Assistance
• CAAT Pension Plan
• Wellness programs
• Recognition awards
• Employee and Family Assistance Program (EFAP)

Candidate verification

The successful candidate for this opportunity will be asked to complete a background screen, which may include criminal, credit, employment and educational checks. All offers of employment are conditional on the receipt of satisfactory results of any applicable check.

Privacy

KHP cares about your privacy! We’re required to save select information about opportunities, applications and interviews for set periods of time. To learn more, you can explore KHP’s Privacy Policy or contact us using our general form.

Message to agencies

KHP doesn’t accept unsolicited phone calls, referrals and / or resumes from any source other than directly from candidates. KHP won’t consider unsolicited phone calls, referrals and / or resumes from vendors including and without limitation, search firms, staffing agencies, fee-based referral services and recruiting agencies. The submission of unsolicited referrals and / or resumes by anyone other than a candidate directly to KHP is deemed gratuitous. KHP won’t be obligated or bound in any way to pay a referral or any other fee if a person referred to us from a source other than a direct candidate is subsequently hired.