Department
Service Operations Support and Optimization
Reports to
Manager Clinical Quality and Training
Job type
Full-Time, Permanent, Remote working only
Location
Ontario Based
Posting period to
Wednesday, August 20, 2025
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 Manager Clinical Quality and Training, the successful candidate will perform a key role in developing and implementing evaluation and measurement processes that enhance the effectiveness of clinical services and supports evidence-based decision making in accordance with the mission, vision values and established protocols of the Company. 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
- Responsible for the first-tier reviews of calls, chats and texts, and reports findings to management to help ensure quality of contacts and develop frontline performance
- Identifies staff and management whose practice and documentation requirements do not meet expectations and requirements
- Assists in the review of compliance initiatives, including operations, and supports the improvement of internal controls within the KHP counselling and texting departments
- Understand, interpret, and coordinate quality and performance improvement activities, draft procedures and operational guidelines, perform data collection and reporting, and support compliance with regulatory requirements, best practices, and risk management activities
- Responsible for the identification of risk areas and the interpretation and implementation of contract requirements to ensure compliance with applicable laws and regulations. Report findings, recommend improvements and corrective actions
- Anonymizes client records and counselling and texting transcripts for data reporting as assigned
- Ensures required Quality Assurance data is being collected and reported (review of calls and transcripts, systematic reviews of counselling and texting infrastructure and process flows)
- Provide feedback to the counselling managers regarding probationary and annual staff reviews and status of performance improvement plans when indicated
- Identify and implement (where possible) system and process improvements to enhance frontline training and/or QA work
- Participate in team meetings and lead calibration sessions with peers and across clinical teams
The qualifications
- Post-secondary diploma/degree in healthcare or related field, or demonstrated related abilities through experience and education
- Applied knowledge of brief solution focused therapy and / or single session therapy.
- Non-profit or social services experience preferred
- Knowledge of laws and services directly affecting the lives of children and youth in Canada.
- Possess an acceptable "Vulnerable Person Sector Criminal Reference Check" prior to starting employment.
- Possess a current “Police Reference Check” prior to starting employment.
- Priority will be given to those who are fluently Bilingual, French and English
- Priority will be given to those with 2+ years’ experience in Texting
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
You’ll already have the following
- Experience in Counselling and/or Texting, performing at a high level of Quality
- A Strong Performer or higher on a previous Performance Appraisal if internal
- Detail orientated and strong analytical skills
- Interpersonal and communication skills (oral and written)
- Excellent time management skills
- Team player who can work independently
- Proficiency in the Microsoft Office suite of products
- Demonstrated self-reflective practice
- Knowledge of continuous quality improvement
- Ability to adapt to both the ever-changing client and organizational needs
- Demonstrated commitment to best practice and quality improvement
- Commitment to the vision and goals of the organization
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.