Manager, People and Clinical Performance

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

Job summary

A leading youth mental health charity is seeking a full-time, remote Team Performance Manager to enhance team effectiveness in providing mental health support. This role involves overseeing staff performance, ensuring effective communication, and fostering a culture of excellence. The ideal candidate will have a relevant degree, supervisory experience, and strong organizational skills.

Benefits

Hybrid work model

Comprehensive Employee Benefits Program

Wellness programs

Qualifications

• Minimum 2-4 years of supervisory experience in mental health settings.
• Bilingual in French and English is an asset.
• Strong ability to manage multiple tasks effectively.

Responsibilities

• Accountable for front-line team performance and KPIs.
• Responsible for providing employee coaching and culture building.
• Lead recruitment and onboarding of frontline staff.

Skills

Leadership

Performance Management

Crisis Intervention

Communication Skills

Organizational 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 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!

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
• 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, 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, 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
• Identify risks and develop mitigation strategies
• Support change management for frontline staff
• Support the development and ongoing implementation of bilingual support strategies
• Collaborate with the counselling operations team, HR, and Workforce to ensure consistency and accountability across front line 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 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)
• Ability to make timely decisions with good judgment
• Ability to manage multiple tasks effectively and efficiently, with superior organizational skills and attention to detail, and ability to work under deadlines.
• 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
• Understanding ethical behavior and business practices and ensuring that own behavior and the behavior of others are consistent with these standards and align 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

Don’t meet every qualification listed? Studies often report that 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 encourage you to apply anyway. You may have the qualifications/experience for this role or other opportunities at KHP!

The application process

To apply for this opportunity, click the “Apply” button on this page and follow the on-screen instructions.

About KHP, Canada’s Unlock The Hope Youth Charity

KHP is Canada’s first and only free, multilingual, and confidential e-mental health service that’s always open, offering youth from coast to coast to coast support and a non-judgmental space to Feel Out Loud. Since 1989, KHP has been the empowering, trusted changemaker that helps give young people’s feelings a place to go through unparalleled e-mental health solutions. With innovation in our DNA, KHP integrates data, technology, clinical expertise, and more to help deliver a personalized well-being experience for all youth, so they can thrive in their world, no matter where life takes them. For more information and opportunities to help young people let their feelings out, visit our website.

Inclusion, Diversity, Equity and Accessibility (IDEA)

KHP is committed to social change and advancing equity. We will continue leading in making the workplace and the world more inclusive, diverse, equitable, and accessible.

We welcome applicants from equity-deserving communities (e.g., Indigenous Peoples, racialized persons, persons with disabilities, women, 2SLGBTQ+ individuals, etc.). We believe that increasing representation of these groups will strengthen KHP and better support youth from coast to coast to coast.

Learn more about our IDEA initiatives on our website.

Accommodations

KHP welcomes applications from people living with disabilities. Reasonable accommodations are available upon request during any phase of the application/hiring process. If contacted, please inform us if you require accommodations at any time.

Compensation and benefits

Salaries are based on experience, qualifications, skills, market, and operational considerations. Additional benefits may include:

• Hybrid work model
• Comprehensive Employee Benefits Program
• Emergency Travel Assistance
• CAAT Pension Plan
• Wellness programs
• Recognition awards
• Employee and Family Assistance Program (EFAP)

Candidate verification

The successful candidate will complete a background check, which may include criminal, credit, employment, and educational verification. All offers are conditional on satisfactory results.

Privacy

KHP values your privacy. We retain certain information about applications and interviews for specified periods. Learn more on our website or contact us for details.

Message to agencies

KHP does not accept unsolicited resumes or referrals from third-party vendors or agencies. Resumes submitted by vendors are considered gratuitous, and KHP is not obligated to pay fees for unsolicited referrals or resumes.