Manager, People and Clinical Performance

Kids Help Phone; Montreal; Remote; CAD 70,000 - 90,000; Full time

Job summary

A national mental health organization is seeking a full-time, permanent remote leader for its Clinical Operations team. The successful candidate will manage frontline performance, foster employee engagement, and contribute to innovative mental health solutions. Preferred qualifications include a degree in Social Work or Psychology, supervisory experience, and strong bilingual communication skills. The role involves 24/7 availability and upholding organizational values.

Qualifications

• 2-4 years of supervisory or performance management experience is an asset.
• Experience in relevant industry such as mental health agency or crisis counseling.
• Ability to manage multiple tasks effectively and with attention to detail.

Responsibilities

• Accountable for frontline team performance and meeting goals.
• Provide employee coaching and support career development.
• Lead or collaborate on the development of specific projects and policies.

Skills

Excellent English oral and written skills

Bilingual in French and English

Supervisory experience

Conflict resolution skills

Education

Degree or diploma in Social Work, Psychology, or Sexology

Job description

Department

Clinical Operations

Reports to

Senior Manager, People & Clinical Performance

Job type

Full-Time, Permanent, Remote working only

Location

Ontario or Quebec Based

Posting period

2025-08-16

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 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 position 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!

The 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
• Ensure collaboration, timely communication, and alignment with the clinical operations team to support employee experience and performance management
• Collaborate with 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

• Provide employee coaching and support career development for frontline staff
• Embed mission, vision, and values-based leadership in self and teams including IDEA strategies, a culture of mutual respect, open communication, and accountability, YOU Matter and Collective Agreement principles
• Support recruitment, retention, attrition, and manage 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 implement Collective Agreements

Regular and Effective Communication – in alignment with KHP Mission, Vision, and Values, IDEA, You Matter, and Collective Agreement principles

• Collaborate with HR and IDEA on strategies to ensure inclusion, diversity, equity, and accessibility are embedded in everything we do
• Maintain effective communication amongst the frontline team, in collaboration with the clinical operations team, including regular team meetings, monthly newsletter, and formal communications
• Support dissemination of information about Kids Help Phone, the organization, service performance, projects, wellness initiatives, etc., and engage 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 related to frontline team requirements
• Responsible for recruitment, hiring, and onboarding of frontline staff
• Identify risks and develop mitigation strategies
• Support change management for frontline staff
• Support development and ongoing implementation of bilingual support strategies
• Collaborate with counseling operations, HR, and Workforce to ensure consistency and accountability across frontline teams

The 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 oral and written skills. Bilingual in French and English is an asset.
• 2-4 years of supervisory or performance management experience is an asset
• Experience in relevant industry such as helpline, mental health agency, or crisis counseling related field, with preference for at least 5 years in the social services sector
• Demonstrated experience in counseling and crisis intervention (telephone counseling preferred)
• Ability to make timely decisions with good judgment
• Ability to manage multiple tasks effectively, with superior organizational skills and attention to detail
• 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 organization's vision and goals
• Understanding of ethical behavior and business practices, ensuring alignment with organizational values

Requirements

• As this is a remote position, stable internet and telephone lines and a confidential workspace are required
• Willingness to work in a 24/7 environment, including evenings and weekends
• Ability to secure an acceptable “Vulnerable Person Sector Criminal Reference Check”
• Ability to travel to KHP offices as required

Don’t meet every qualification listed? Studies often report that equity-deserving people are less likely to apply unless they meet every requirement. KHP is dedicated to building a diverse, inclusive, and authentic workplace. If you’re excited about this role but your experience doesn’t align with every qualification, we encourage you to apply anyway!