Job Title:
Bilingual Manager, People and Clinical Performance
Department:
Clinical Operations
Reports To:
Senior Manager, Clinical Operations
Job Type:
Full-time, permanent, Fully Remote, working Sun - Thurs: 5:00 p.m. to 1:00 a.m. local BC time
Job Posting Close Date:
July 30, 2026
About the Role
We’re looking for a passionate and dynamic leader to join our Clinical Operations team on a full-time, basis!
Shift Details: Sun - Thurs: 5:00 p.m. to 1:00 a.m. local BC time
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
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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
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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
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Provide frontline team with regular evaluation of performance including regular supervisions (individual and group), probationary reviews and annual Performance Appraisals
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Responsible for performance management including the development and monitoring of performance improvement plans, investigation, disciplinary actions and termination
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Responsible for ensuring collaboration, timely communication and alignment with the clinical operations team to support employee experience and performance management
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Collaboration with the HR, Clinical Practice Specialist and Quality Assurance teams to support clear performance standards
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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
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Responsible for providing employee coaching and supporting career development for
frontline staff
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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
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Responsible for supporting recruitment, retention and attrition and managing leaves and accommodations of the frontline teams in collaboration with functional leads
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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
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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
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Collaboration with HR and IDEA on strategies to ensure inclusion, diversity, equity and accessibility is embedded in everything we do
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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.
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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
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Lead or collaborate on the development of specific projects, policies and strategies as they relate to frontline team requirements.
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Responsible for the recruitment, hiring and onboarding of frontline staff
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Responsible for identifying risks and developing mitigation strategies
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Support change management for frontline staff
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Support the development and ongoing implementation of bilingual support strategies
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Intentional collaboration with the counselling operations team, HR and Workforce to ensure consistency and accountability across front line teams
QUALIFICATIONS
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A degree or diploma in applicable fields such as Social Work, Psychology or Sexology
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2-4 years of supervisory or performance management experience in a clinical setting.
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Eligibility for registration with a relevant regulatory body is an asset
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Excellent English and French oral and written skills
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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
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A demonstrated ability to manage and motivate staff, and engage colleagues, including those in leadership roles to create collaborative impact.
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Demonstrated experience in counselling and crisis intervention (telephone counselling preferred)
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Demonstrated ability to make timely decisions with good judgment
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Demonstrated ability to manage multiple tasks effectively and efficiently, superior organizational skills and attention to detail, ability to work under deadline.
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Entrepreneurial, creative, strategic minded and energetic
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Conflict resolution skills, certifications an asset
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Clear and compelling communication skills
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Flexible and adaptable in a complex, changing environment
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Commitment to the vision and goals of the organization
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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
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As this is a remote position, you must have stable internet and telephone lines and a workspace that promotes confidentiality and minimizes distractions.
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Flexibility and willingness to work in a 24/7 environment, including evening and weekend work
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Ability to secure an acceptable “Vulnerable Person Sector Criminal Reference Check”
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Ability to travel to KHP offices as required
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Able to work Sun - Thurs: 5:00 p.m. to 1:00 a.m. local BC time
The Organization:
Kids Help Phone is a Canadian and world leader, known for our expertise and continuous innovation as Canada’s only 24/7 professional counselling and information service for young people in both English and French, and over 100 other languages via interpretation. We have been innovators in virtual care and e-health solutions for young people in Canada for over 35 years.
Since 1989, we have offered kids, teens, and young adults a critical lifeline of hope and support through their free, anonymous and confidential services, which research shows significantly improves youth mental health.
Young people reach out to Kids Help Phone’s professional counsellors 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 counselling.
History in the making!
Does this sound like a journey you want to be a part of?
For more information about Kids Help Phone, please visit our website at https://kidshelpphone.ca
Kids Help Phone is an equal opportunity employer, values diversity of people and communities, and is committed to equity and inclusion throughout our organization. As such, we encourage applicants from equity-deserving communities (Indigenous Peoples, racialized persons, persons with disabilities, women, and the 2SLGBTQIA+ Community). We strongly believe that alleviating the under-representation of equity-deserving individuals will create a stronger KHP and allow us to better serve the needs of young people in Canada.
Kids Help Phone is committed to providing barrier-free environment and accommodation in accordance with the Accessibility of Ontarians with Disabilities Act (AODA). If contacted for an employment opportunity, please advise Human Resources person if you require accommodation at any stage of the recruitment process.
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 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
Alignment Statement:
Please note that the job title listed in the job posting may differ from the internal title offered to a successful candidate. This discrepancy is due to internal company structure and hierarchy. While the responsibilities of the role will remain aligned with the advertised position, the internal title may be adjusted accordingly. We are committed to clear communication and ensuring that all candidates understand the expectations, responsibilities, and potential career growth within the company. This change will not affect compensation or benefits.
Accommodation Statement:
Kids Help Phone welcomes and encourages applications from people with disabilities, as such reasonable accommodations are available upon request during any phase of the application and interview process. If, as a qualified job applicant, you make an accommodation request, we will consult with you and provide reasonable accommodation according to your accessibility needs. If you wish to make a request, please provide a cover letter when applying for this position.
Candidate Verification Statement:
The successful candidate to this role will be asked to complete a background screen, which may include criminal, credit, employment, educational and proof of identity checks. All offers of employment are conditional on the receipt of satisfactory results of any applicable check.
Statement on Inclusion, Diversity, Equity, and Accessibility (I.D.E.A.):
Kids Help Phone provides services in one of the most diverse countries in the world. The diversity of our communities takes many forms. It includes differences related, amongst others to race, ethnicity, national origin, gender identity, gender expression and presentation, sexual orientation, religion, age, ability, and socioeconomic status. We see diversity as an asset to our organization and communities and strive to be reflective of the communities that we serve. We commit ourselves to promoting better understanding and appreciation of our human diversity; a commitment which is best realized through our individual and collective effort.
We believe that it is critical that our services empower everyone who interacts with us to bring their authentic selves to an environment of mutual respect. An open and diverse community fosters the inclusion and amplification of voices that have been, and continue to be, underrepresented. At Kids Help Phone we are professionally and personally committed to celebrating, building, and continuing to accelerate diversity, equity and inclusion, as well as working to remove barriers through accessibility measures.
Message to Agencies:
Kids Help Phone does not accept unsolicited telephone calls, referrals or resumes from any source other than directly from candidates. Kids Help Phone will not consider unsolicited telephone 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 referrals or resumes by anyone other than a candidate directly to Kids Help Phone is not welcome. Unsolicited referrals and resumes sent to Kids Help Phone will be deemed gratuitous, and Kids Help Phone will not 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.
Phone.
Comprehensive benefits, subject to eligibility.
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
Reasonable accommodations are available on request from a candidate with a disability.
No recruitment agencies please
