Bilingual Manager, Clinical Service Operations - Contract

Job title

Bilingual Manager, Clinical Service Operations

Department

Clinical Operations

Reports to

Senior Manager, Clinical Service Operations

Salary range

$64,000 - $70,000

Job type

Full-Time, Contract (Ends January 30 2027)

Location

Remote - Canada-Wide

Week 1: Wednesday from 12:00 to 20:00 ET and Thursday, Friday and Saturday from 7:00 to 17:00 ET 

Week 2: Wednesday, Thursday, Friday and Saturday from 7:00 to 17:00 ET

Posting period

September 28, 2026

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 Canada's only national 24/7, free, confidential, and multilingual e-mental health service for youth and a global leader in innovation for youth and their well-being.

As Bilingual 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.

KEY FUNCTIONS AND RESPONSIBILITIES 

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; 

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 

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. 

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 

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; 

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 

• 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. 

• Computer literacy including the ability to adapt to new software technology 

• 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

Kids Help Phone (KHP) is Canada’s only free, national, 24/7, multilingual and confidential e-mental health service for youth to get help and Feel Out Loud. Since 1989, KHP has been the empowering, trusted changemaker giving young people’s feelings, big and small, a non-judgmental place to go through personalized well-being solutions. A made-in-Canada, global leader, KHP continually evolves by blending data, innovation and technology with real human support and clinical knowledge to unlock the hope young people need to thrive in their world. Explore help for all the feelings at KidsHelpPhone.ca.

Inclusion, Diversity, Equity and Accessibility (IDEA)

KHP has a role to play in effecting social change and advancing equity. This is why the practice of IDEA is critical to us. KHP has a long history of celebrating and advancing IDEA through our tailored programs, services, policies, initiatives and task forces with contributions and leadership from teams across the organization. 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.

We believe it’s 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 can foster the inclusion and amplification of voices that have been, and continue to be, underrepresented. 

As such, we 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:

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.