Bilingual Manager, People and Clinical Performance (Remote)

Kids Help Phone•Remote - British Columbia, CA, BC

16d•CA$64,000 - CA$75,000•Remote

About The Position

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. This role is for candidates passionate about positively impacting mental health for young people in Canada and helping them deal with the challenges of growing up in today’s complex, ever-changing, technologically driven world.

Requirements

A degree or diploma in applicable fields such as Social Work, Psychology or Sexology.
2-4 years of supervisory or performance management experience in a clinical setting.
Excellent English and French oral and written skills.
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.
A demonstrated ability to manage and motivate staff, and engage colleagues, including those in leadership roles to create collaborative impact.
Demonstrated experience in counselling and crisis intervention (telephone counselling preferred).
Demonstrated ability to make timely 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 and weekend work.
Ability to secure an acceptable “Vulnerable Person Sector Criminal Reference Check”.
Ability to travel to KHP offices as required.
Able to work the shift mentioned above.

Nice To Haves

Eligibility for registration with a relevant regulatory body is an asset.

Responsibilities

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.
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.
Provide frontline team with regular evaluation of performance including regular supervisions (individual and group), probationary reviews and annual Performance Appraisals.
Responsible for performance management including the development and monitoring of performance improvement plans, investigation, disciplinary actions and termination.
Responsible for ensuring collaboration, timely communication and alignment with the clinical operations team to support employee experience and performance management.
Collaboration with the HR, Clinical Practice Specialist and Quality Assurance teams to support clear performance standards.
Complete all required documentation including clinical review notes, supervision notes and annual Performance Appraisals.
Responsible for providing employee coaching and supporting career development for frontline staff.
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.
Responsible for supporting recruitment, retention and attrition and managing leaves and accommodations of the frontline teams in collaboration with functional leads.
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.
Maintain strong relations with Union partners and implementation of Collective Agreements.
Collaboration with HR and IDEA on strategies to ensure inclusion, diversity, equity and accessibility is embedded in everything we do.
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.
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.
Lead or collaborate on the development of specific projects, policies and strategies as they relate to frontline team requirements.
Responsible for the recruitment, hiring and onboarding of frontline staff.
Responsible for identifying risks and developing mitigation strategies.
Support change management for frontline staff.
Support the development and ongoing implementation of bilingual support strategies.
Intentional collaboration with the counselling operations team, HR and Workforce to ensure consistency and accountability across front line teams.