[Hiring] Bilingual Manager, Clinical Service Operations @Kids Help Phone

Role Description

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.

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
• 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

Benefits

• Recognition awards
• Employee and Family Assistance Program (EFAP)