Manager, People and Clinical Performance

Kids Help Phone

7d•Remote

About The Position

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 only 24/7 e-mental health service in the country and a global leader in innovation for youth and their well-being. We’re seeking a full-Time, permanent, remote working only to join the Clinical Operations team to help give more young people’s feelings a place to go. Reporting to the Senior Manager, People & Clinical Performance, the successful candidate will support JOB OVERSIGHT. It’ll take courage, collaboration, innovation, resilience and trust. If you’re interested in transforming e-mental health solutions with KHP, you can explore this opportunity today!

Requirements

A degree or diploma in applicable fields such as Social Work, Psychology or Sexology
Excellent English oral and written skills. Bilingual in French and English is an asset.
A demonstrated ability to manage and motivate staff, and engage colleagues, including those in leadership roles to create collaborative impact.
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 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

Nice To Haves

Eligibility for registration with a relevant regulatory body is an asset
2-4 years of supervisory or performance management experience is an asset
Bilingual in French and English is an asset.
Conflict resolution skills, certifications an asset

Responsibilities

People and Performance Management – accountable for front-line team performance, ensuring effective and efficient work, while meeting goals and KPIs
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
People and Culture – providing employee engagement leadership and building a culture of excellence
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
Regular and Effective Communication – in alignment with KHP Mission, Vision and Values, IDEA, You Matter and Collective Agreement principles
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
Operational Excellence – participate in projects related to the growth and development of the frontline team and service
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