Intern, Service Ops & Quality Assurance

Kids Help Phone; Toronto; On-site; CAD 23,000 - 26,000; Full time

Benefits offered by this job

Microsoft 365 experience

LMS/Articulate Rise familiarity

Bilingual English/French

Job summary

Kids Help Phone is offering a 16-week, hybrid internship in Toronto to support the Service Operations Support & Optimization team. The role focuses on supporting learning, quality assurance, and knowledge management for frontline counsellors and crisis responders.

The intern will contribute to e-learning content, SOP updates, and knowledge translations, under the supervision of the Manager, Clinical Quality and Training. Start date is September 8, 2026.

Qualifications

• Enrolled in a post-secondary program in Education, Adult Learning, Psychology, Social Work, Public Health, Communications, Knowledge Management, Instructional Design, Human Services, or related field.
• Strong written communication and editing skills.
• Excellent organizational and project coordination abilities.
• Ability to conduct research and translate information into user-friendly learning materials.
• Interest in training, learning development, quality improvement, and youth mental health.

Responsibilities

• Support updates to the 9-8-8 counsellor training program to align with revised SOPs and Quality Assurance guidelines.
• Assist in the development of e-learning content, training scenarios, job aids, flowcharts, and other learning resources.
• Review and update frontline learning materials and tip sheets within the Knowledge Management System (KMS).
• Conduct research and translate evidence-informed practices into practical, user-friendly resources for frontline staff.
• Coordinate content reviews, accessibility updates, and translation requests where required.
• Collaborate with Quality Assurance and Clinical Practice Support teams on learning, quality improvement, and knowledge management initiatives.

Skills

Written communication

Editing

Organizational skills

Project coordination

Research and synthesis

Youth mental health

Learning development

Education

Post-secondary program in Education/Adult Learning/Psychology/Social Work/Public Health/Communications/Knowledge Management/Instructional Design/Human Services

Tools

Microsoft 365

Learning Management Systems

Articulate Rise

Job description

Job title
Service Operations & Quality Assurance - Intern

Department
Service Operations Support & Optimization

Reports to
Manager, Clinical Quality and Training

Pay
$17.95 Per Hour

Job type
16 Weeks (35 Hours Per Week) Hybrid working 2-3 days per week

Location
Toronto, Ontario

Posting period
Friday, August 21, 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.

We're seeking a Full-Time, 16-Weeks intern to join the Quality & Training team to help give more young people's feelings a place to go. Reporting to the Manager, Clinical Quality and Training, the intern will work to support key learning, quality assurance, and knowledge management initiatives within our Service Operations Support & Optimization (SOSO) team.

This internship is ideal for a student interested in adult education, instructional design, knowledge translation, quality improvement, mental health services, or project management. The successful candidate will contribute to projects that support the training and development of frontline counsellors and crisis responders, helping ensure they have access to high-quality, engaging, and up-to-date learning resources. 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!

Start Date: Tuesday September 8th, 2026

The responsibilities:

• Support updates to the 9-8-8 counsellor training program to align with revised SOPs and Quality Assurance guidelines.
• Assist in the development of e-learning content, training scenarios, job aids, flowcharts, and other learning resources.
• Review and update frontline learning materials and tip sheets within the Knowledge Management System (KMS).
• Conduct research and translate evidence-informed practices into practical, user-friendly resources for frontline staff.
• Coordinate content reviews, accessibility updates, and translation requests where required.
• Collaborate with Quality Assurance and Clinical Practice Support teams on learning, quality improvement, and knowledge management initiatives.

The qualifications:

• Currently enrolled in a post-secondary program in Education, Adult Learning, Psychology, Social Work, Public Health, Communications, Knowledge Management, Instructional Design, Human Services, or a related field.
• Strong written communication and editing skills.
• Excellent organizational and project coordination abilities.
• Ability to conduct research and synthesize information into user-friendly learning materials.
• Interest in training, learning development, quality improvement, and youth mental health.

Assets:

• Experience with Microsoft 365 applications is considered an asset.
• Familiarity with Learning Management Systems or Articulate Rise is considered an asset.
• Bilingualism (English/French) is considered a strong asset.

What you'll gain

• Hands-on experience in instructional design and adult learning principles.
• Learn how quality assurance processes support frontline mental health and crisis services.
• Develop skills in project coordination, knowledge translation, and content development.
• Build experience with e-learning platforms and digital learning tools.
• Collaborate with multidisciplinary teams across a national nonprofit organization.
• Contribute to projects that directly support counsellors and crisis responders serving young people across Canada.

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!

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.

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.