Manager, Clinical Service Operations – Open to Non-QC Residents


Full job description


Organization: Kids Help Phone

Title: Manager, Clinical Service Operations

Reports to: Senior Manager, Clinical Service Operations

Location: Remote – Canada-wide, Open to Non-QC Residents

Salary: $61,500 – $70,600

Job Posting Expiration Date: June 16, 2024


Job Title
Manager, Clinical Services Operations

Shift ID


Start Date

Shift Description
Rotational Schedule : 70 hours paid bi-weekly

Shift Rotation

Week 1
4:00pm EST
12:00am EST
2:00pm EST
12:00am EST
9:00pm EST
7:00am EST
9:00pm EST
7:00am EST

Week 2
9:00pm EST
7:00am EST
9:00pm EST
7:00am EST
9:00pm EST
7:00am EST
9:00pm EST
7:00am EST


Is this you?

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, technology-driven world?

Kids Help Phone is on a transformational journey, one that will change the landscape of youth mental health in Canada. If you are a person with the drive and passion to be a member of Kids Help Phone’s team, this could be for you. We need a team who is willing to lead change, and help fuel the journey. All team members will have a desire to make a real difference in young people’s lives. It will take courage. It will take resilience.

Does this sound like you? If so, then keep reading…

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. Liaise 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 behavioral 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;


  • 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 skills, 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


  • 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, weekend and overnight work
  • Ability to secure an acceptable “Vulnerable Person Sector Criminal Reference Check”
  • Ability to travel to KHP offices as required

    Applications will close at 23:59, on the job posting close date listed above. Submissions received after this time may not be considered

    To learn more about Feel Out Loud: the largest youth mental health movement in Canadian history:

    • The Feel Out Loud Campaign Cabinet – a group of extraordinary philanthropic and business leaders who are deeply committed to unlocking hope for all youth across Canada
      • https://kidshelpphone.ca/unlockhope/campaign-cabinet/
      • What I Wouldn’t Do (North Star Calling), a star-studded anthem and video created by over 50 Canadian artists who united across the country to form the musical collective Artists for Feel Out Loud, with the sole purpose of amplifying the conversation around mental health and empowering young people to feel out loud.

    Visit our careers page and apply now!

    For more information about Kids Help Phone, please visit our website: https://kidshelpphone.ca/

    Accredited member, Imagine Canada Standards Program.

    The Small Print

    Kids Help Phone is an equal opportunity employer, values diversity of people and communities, and is committed to excellence and inclusion in our organization. We welcome applications from visible minority group members, women, Indigenous persons, and persons with disabilities, members of sexual minority groups, and others who respect and reflect the diversity of service users.

    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 your require accommodation at any stage of the recruitment process.

    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.