BL Manager, People and Clinical Performance

Kids Help Phone; British Columbia; Remote; CAD 64,000 - 71,000; Full time

Job summary

Kids Help Phone is seeking a BL Manager for People and Clinical Performance to drive team leadership and manage clinical operations effectively. This role involves overseeing performance management, optimizing team dynamics, and ensuring adherence to operational and clinical standards, while promoting a culture of inclusion and wellness. Candidates should possess a relevant degree and demonstrate strong leadership and communication skills in both English and French.

Benefits

Wellness Programs

Flex Time

Employee & Family Assistance Program

Health Care

Dental Care

Vision Care

CAAT Pension Plan

Emergency Travel Assistance

Qualifications

• Experience in supervision or performance management in a clinical setting (2-4 years).
• Bilingual in English and French is required for the role.

Responsibilities

• Lead team performance management to meet KPIs and operational standards.
• Facilitate regular performance evaluations and support staff development.
• Collaborate with HR to implement strategies for employee engagement and retention.

Skills

Communication

Team Management

Leadership

Crisis Intervention

Organizational Skills

Education

Degree in Social Work, Psychology or Sexology

Job description

BL Manager, People and Clinical Performance

Join to apply for the BL Manager, People and Clinical Performance role at Kids Help Phone

BL Manager, People and Clinical Performance

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Join to apply for the BL Manager, People and Clinical Performance role at Kids Help Phone

This range is provided by Kids Help Phone. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

CA$64,000.00/yr - CA$70,200.00/yr

Responsabilité Financière :

Titre du poste

Gestionnaire bilingue, performance des talents et des services cliniques

Département

Opérations cliniques

Supérieur·e immédiat·e

Gestionnaire principal·e, performance des talents et des services cliniques

Subalternes Direct·e·s :

Intervenant·e·s et superviseur·e·s

Responsabilité Financière :

Non

Révisé :

Avril 2023

FONCTIONS CLÉS ET RESPONSABILITÉS

Gestion des talents et du rendement — Responsable du rendement de l’équipe de première ligne, en assurant un travail efficace et efficient, tout en atteignant les objectifs et les indicateurs de performance (KPI)

• Offrir un leadership d’équipe aligné avec les valeurs de JJE, les stratégies Tu as de l’importance et IDEA, tout en assurant une gestion régulière, cohérente et équitable du rendement de l’équipe et des employé·e·s relevant directement du poste, en lien avec les KPI et les indicateurs de succès
• Examiner et évaluer les compétences et le rendement pour s’assurer que l’équipe de première ligne respecte les normes opérationnelles et cliniques, en consultation avec les équipes des opérations cliniques, de l’assurance qualité et de la gestion des effectifs
• Offrir à l’équipe de première ligne une évaluation régulière du rendement, y compris des supervisions fréquentes (individuelles et en groupe), des évaluations de probation et des évaluations annuelles du rendement
• Responsable de la gestion du rendement, y compris l’élaboration et le suivi de plans d’amélioration du rendement, les enquêtes, les mesures disciplinaires et les cessations d’emploi
• Responsable de la collaboration, de la communication en temps opportun et de l’alignement avec l’équipe des opérations cliniques pour soutenir l’expérience des employé·e·s et la gestion du rendement
• Collaborer avec les équipes des ressources humaines, des spécialistes de la pratique clinique et de l’assurance qualité pour appuyer des normes claires de rendement
• Remplir toute la documentation requise, y compris les notes d’examen clinique, les notes de supervision et les évaluations annuelles du rendement
• Responsable de l’approbation des feuilles de temps, des tâches liées à la paie et des suivis
  
  

Talents et culture — offrir un leadership en mobilisation du personnel et bâtir une culture d’excellence

• Responsable de l’encadrement des employé·e·s et du soutien au développement de carrière pour le personnel de première ligne
• Intégrer un leadership fondé sur la mission, la vision et les valeurs, tant pour soi que pour les équipes, y compris les stratégies sur l’IDEA, une culture organisationnelle de respect mutuel, de communication ouverte et de responsabilisation, les principes Tu as de l’importance et ceux de la convention collective
• Responsable du soutien au recrutement, à la rétention et à la gestion du roulement du personnel, ainsi qu’à la gestion des congés et des mesures d’adaptation pour les équipes de première ligne, en collaboration avec les responsables fonctionnel·le·s
• Soutenir et élaborer des stratégies de bien-être ainsi que des stratégies visant à réduire la fatigue empathique pour tou·te·s les membres de l’équipe de première ligne, en collaboration avec l’équipe des spécialistes de la pratique clinique, les équipes de bien-être de première ligne et l’équipe des champion·ne·s du bien-être de l’organisation
• Maintenir des relations solides avec les partenaires syndicaux et assurer la mise en œuvre des conventions collectives
  
  

Communication régulière et efficace — en cohérence avec la mission, la vision et les valeurs de JJE, les principes de l’IDEA, Tu as de l’importance et la convention collective

• Collaborer avec les RH et l’équipe de l’IDEA pour élaborer des stratégies visant à intégrer l’inclusion, la diversité, l’équité et l’accessibilité dans toutes nos actions
• Responsable du maintien d’une communication efficace au sein de l’équipe de première ligne, en collaboration avec l’équipe des opérations cliniques, y compris des réunions d’équipe régulières, un bulletin mensuel, des communications formelles
• Responsable du soutien à la diffusion d’informations sur JJE, l’organisation, le rendement des services, les projets, les initiatives de bien-être, etc., et de l’engagement du personnel dans les initiatives de JJE
  
  

Excellence opérationnelle — participer à des projets liés à la croissance et au développement de l’équipe de première ligne et des services

• Diriger ou collaborer au développement de projets, politiques et stratégies spécifiques selon les besoins de l’équipe de première ligne
• Responsable du recrutement, de l’embauche et de l’intégration du personnel de première ligne
• Responsable de l’identification des risques et de l’élaboration de stratégies d’atténuation
• Soutenir la gestion du changement pour le personnel de première ligne
• Soutenir le développement et la mise en œuvre continue de stratégies de soutien bilingues
• Collaboration intentionnelle avec les équipes des opérations en intervention, des RH et de la gestion des effectifs pour assurer la cohérence et la responsabilisation au sein des équipes de première ligne
  
  

QUALIFICATIONS

• Diplôme ou certificat dans des domaines pertinents, tels que le travail social, la psychologie ou la sexologie. L’admissibilité à l’inscription auprès d’un organisme de réglementation pertinent constitue un atout.
• Excellentes compétences en communication orale et écrite en français et en anglais requises. Poste bilingue.
• De 2 à 4 ans d’expérience en supervision ou en gestion du rendement est un atout
• Capacité démontrée à gérer et à motiver le personnel, et à mobiliser les collègues, y compris les personnes occupant des postes de direction, afin de créer un impact collaboratif
• Expérience dans un secteur pertinent, tel qu’une ligne d’assistance, un organisme en santé mentale ou un domaine lié à l’intervention en situation de crise. Une préférence sera accordée aux personnes ayant au moins 5 ans d’expérience dans le secteur des services sociaux.
• Expérience démontrée en intervention et en counseling, particulièrement en intervention téléphonique en situation de crise
• Capacité démontrée à prendre des décisions en temps opportun avec bon jugement
• Capacité démontrée à gérer efficacement et de manière efficiente plusieurs tâches à la fois, excellentes compétences organisationnelles et souci du détail, capacité à travailler avec des échéances
• Esprit entrepreneurial, créatif·ve, stratégique et dynamique. Compétences en résolution de conflits, les certifications sont un atout.
• Compétences en communication claires et convaincantes
• Souplesse et capacité d’adaptation dans un environnement complexe et en constante évolution
• Engagement envers la vision et les objectifs de l’organisation
• Compréhension du comportement éthique et des pratiques professionnelles, et s’assure que son propre comportement ainsi que celui des autres est conforme à ces normes et aligné sur les valeurs de l’organisation
  
  

Exigences

• Comme il s’agit d’un poste à distance, vous devez disposer d’une connexion Internet et de lignes téléphoniques stables ainsi que d’un espace de travail favorisant la confidentialité et minimisant les distractions.
• Souplesse et volonté de travailler dans un environnement disponible 24/7, y compris en soirée et les fins de semaine
• Capacité d’obtenir une vérification acceptable des antécédents en vue d'un travail auprès de personnes vulnérables
• Capacité à se déplacer dans les bureaux de JJE au besoin
  
  

Job Title:

Manager, People and Clinical Performance

Department:

Clinical Operations

Reports To:

Senior Manager, People and Clinical performance

Salary Range:

$64,000 - $70,200

Job Type:

Full-Time, Permanent, Remote, working only,

Posting Close Date:

June 8 2025

KEY FUNCTIONS AND 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
  
  

QUALIFICATIONS

• A degree or diploma in applicable fields such as Social Work, Psychology or Sexology
• Eligibility for registration with a relevant regulatory body is an asset
• Excellent English and French oral and written skills.
• 2-4 years of supervisory or performance management experience in a clinical setting.
• 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
  
  

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
  
  

The Organization:

Kids Help Phone is a Canadian and world leader, known for our expertise and continuous innovation as Canada’s only 24/7 professional counselling and information service for young people in both English and French, and over 100 other languages via interpretation. We have been innovators in virtual care and e-health solutions for young people in Canada for over 35 years.

Since 1989, we have offered kids, teens, and young adults a critical lifeline of hope and support through their free, anonymous and confidential services, which research shows significantly improves youth mental health.

Young people reach out to Kids Help Phone’s professional counsellors and trained volunteers from every corner of the country via phone, Live Chat and texting, and benefit from their database of local youth-serving programs. Kids Help Phone’s website is a widely recognized model of youth-focused design, offering therapeutic tools, games, information, and counselling.

History in the making!

Does this sound like a journey you want to be a part of?

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

Kids Help Phone is an equal opportunity employer, values diversity of people and communities, and is committed to equity and inclusion throughout our organization. As such, we encourage applicants from equity-deserving communities (Indigenous Peoples, racialized persons, persons with disabilities, women, and the 2SLGBTQIA+ Community). We strongly believe that alleviating the under-representation of equity-deserving individuals will create a stronger KHP and allow us to better serve the needs of young people in Canada.

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 you require accommodation at any stage of the recruitment process.

Don’t meet every single qualification and requirement? Studies have shown that women and racialized people are less likely to apply to jobs unless they meet every single qualification.

At Kids Help Phone we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role, but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles that our organization is recruiting for.

The Small Print

Alignment Statement:

Please note that the job title listed in the job posting may differ from the internal title offered to a successful candidate. This discrepancy is due to internal company structure and hierarchy. While the responsibilities of the role will remain aligned with the advertised position, the internal title may be adjusted accordingly. We are committed to clear communication and ensuring that all candidates understand the expectations, responsibilities, and potential career growth within the company. This change will not affect compensation or benefits.

Accommodation Statement:

Kids Help Phone welcomes and encourages applications from people with disabilities, as such reasonable accommodations are available upon request during any phase of the application and interview process. If, as a qualified job applicant, you make an accommodation request, we will consult with you and provide reasonable accommodation according to your accessibility needs. If you wish to make a request, please provide a cover letter when applying for this position.

Candidate Verification Statement:

The successful candidate to this role will be asked to complete a background screen, which may include criminal, credit, employment, educational and proof of identity checks. All offers of employment are conditional on the receipt of satisfactory results of any applicable check.

Statement On Inclusion, Diversity, Equity, And Accessibility (I.D.E.A.):

Kids Help Phone provides services in one of the most diverse countries in the world. The diversity of our communities takes many forms. It includes differences related, amongst others to race, ethnicity, national origin, gender identity, gender expression and presentation, sexual orientation, religion, age, ability, and socioeconomic status. We see diversity as an asset to our organization and communities and strive to be reflective of the communities that we serve. We commit ourselves to promoting better understanding and appreciation of our human diversity; a commitment which is best realized through our individual and collective effort.

We believe that it is 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 fosters the inclusion and amplification of voices that have been, and continue to be, underrepresented. At Kids Help Phone we are professionally and personally committed to celebrating, building, and continuing to accelerate diversity, equity and inclusion, as well as working to remove barriers through accessibility measures.

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.

Benefits:

• Accidental Death Insurance
• Hybrid Work Model
• Life Insurance
• Wellness Programs
• Flex Time
• Employee & Family Assistance Program
• Health Care
• Dental Care
• Vision Care
• CAAT Pension Plan
• Emergency Travel Assistance

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Human Resources

• Industries

  Mental Health Care

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