Program Manager, 9-8-8 Business Operations – 9-8-8: Suicide Crisis Helpline

Ocean State Job Lot; Toronto; On-site; CAD 70,000 - 110,000; Full time

Job summary

An established industry player in mental health services is seeking a dedicated Program Manager to lead the operations of a groundbreaking suicide crisis helpline. This role offers the opportunity to make a meaningful impact by overseeing a dynamic team, managing a substantial budget, and ensuring the delivery of high-quality services. The ideal candidate will possess strong leadership skills, strategic planning abilities, and a commitment to continuous improvement in mental health care. Join a supportive environment that values innovation and collaboration, and be part of a mission to transform lives and promote mental health awareness across Canada.

Benefits

Supportive work environment

Opportunities for professional development

Impactful work in mental health

Qualifications

• Bachelor’s degree in relevant fields and 5 years of leadership experience required.
• Strong skills in stakeholder management and strategic decision-making.

Responsibilities

• Manage day-to-day operations and ensure compliance with funder requirements.
• Oversee budget management and maintain stakeholder relationships.
• Lead program improvements and foster a positive workplace culture.

Skills

Leadership

Strategic Planning

Risk Management

Communication Skills

Problem Solving

Education

Bachelor’s degree in psychology

Bachelor’s degree in health sciences

Bachelor’s degree in social work

Job description

CAMH has a number of current career opportunities for you to consider. Select a job title to view the description and apply online.

Program Manager, 9-8-8 Business Operations – 9-8-8: Suicide Crisis Helpline

Through its core values of Courage, Respect and Excellence, CAMH is implementing its Strategic Plan: Connected CAMH, to transform lives, ignite innovation and discovery, revolutionize education and drive social change. CAMH is more than a hospital, it is a cause. CAMH is on a mission to change the way society thinks about and responds to mental illness. They aim to eliminate prejudice and discrimination and shape a world where mental illness is central to our healthcare system – a world where Mental Health is Health.

On November 30, 2024, 9-8-8 was launched in Canada as a new national three-digit number for suicide prevention and emotional distress. In 2022, CAMH was announced as the lead for the coordination and administration of 9-8-8, and has acted in this capacity to lead and coordinate the implementation of 9-8-8 and manage the operations and post-launch activities. As of November 2023, this ground-breaking new service is available 24/7/365, in English and French, and accessible to everyone from coast to coast to coast. CAMH is working closely with the federal government and key partners from different groups and communities, provinces, territories and building on our work on Talk Suicide Canada, to deliver this high quality, evidence-based, equitable suicide prevention service to Canada.

The 9-8-8: Suicide Crisis Helpline is seeking a full-time, permanent Program Manager, 9-8-8 Business Operations to provide leadership and oversight to a team supporting the day-to-day activities, and ensure that business processes are streamlined to support program and organizational goals. Reporting to the Director, 9-8-8 Service and Operations, the Program Manager will play a critical role in ensuring the effective and efficient operation of 9-8-8. This position is responsible for managing a large budget, supporting interest holder adherence to aspects of their funding agreements, maintaining and supporting interest holder relationships, implementing change management strategies, overseeing program quality, and ensuring compliance with funder requirements. The ideal candidate will have strong leadership, strategic planning, and risk management experience to support the program’s ongoing success and continuous improvement.

Key Responsibilities

Interest holder Management & Funder Relations

• Establish and maintain relationships with internal and external interest holders.
• Ensure timely communication and coordination with program interest holders.
• Represent the initiative in meetings with interest holders and funders.
• Manage, track and report on a multi-million dollar program budget.
• Manage funder relations, ensuring adherence to agreements and reporting requirements.
• Respond promptly to funder requests and participate in government and funder meetings.
• Liaise with internal finance, procurement in support of establishing and maintaining contracts.
• Support the timely payment to all interest holders including the many delivery partners for 9-8-8.
• Lead and implement program changes while fostering staff and interest holder buy-in.
• Develop communication strategies and training programs for change initiatives.
• Identify and mitigate potential operational risks affecting program delivery.

Quality Assurance & Continuous Improvement

• Act as a lead contact for program area reporting to the Director, 9-8-8 Service and Operations.
• Facilitate program governance structures and quality improvement initiatives.
• Collaborate with teams to enhance program operations and outcomes.
• Provide training, data, and evaluation support to improve program quality.

Human Resource Planning & Management

• Oversee recruitment, onboarding, and staff development.
• Define roles and ensure compliance with HR policies and collective agreements.
• Foster a positive workplace culture that supports teamwork and diversity.
• Provide performance feedback and coaching to program staff.

Budget Management & Resource Allocation

• Manage program budgets to optimize financial resources.
• Prepare financial reports for funders and leadership.
• Guide the 9-8-8 team through procurement and contracts with vendors.
• Ensure timely payment to delivery partners and vendors in alignment with contracts.
• Assess staffing and resource needs to align with program goals.
• Monitor expenditures to prevent budget overruns.

Minimum Qualifications:

• Bachelor’s degree in psychology, neuroscience, health sciences, health administration, social work, or a related field.
• 5 years of progressive leadership experience in mental health, addiction services, or a related program area.
• 1–3 years of project and/or people management experience preferred.
• Experience managing staff in a unionized environment is an asset.
• Strong interest holder relationship management and communication skills.
• Proven ability to handle complex problem-solving and strategic decision-making.
• Familiarity with mental health and healthcare sectors across Canada.
• Knowledge of regulatory guidelines and funding compliance.
• Bilingualism (French/English) is an asset.

Work Environment & Expectations

• Standard office environment with extended periods of sitting and computer use.
• High levels of mental concentration for decision-making and problem-solving.
• Frequent interest holder meetings and engagement in complex discussions.
• Occasional evening and weekend work may be required.

Why Join Us?

• Be part of a dynamic team making a meaningful impact in mental health and addiction services.
• Opportunity to lead program improvements and shape service delivery.
• Work in a supportive environment that values innovation and collaboration.

CAMH is dedicated to equity, diversity, and inclusion. Our commitment is to foster a workplace, teaching, and learning environment that is inclusive, respectful, and free from discrimination or harassment.

CAMH strongly encourages applications from candidates who reflect the diversity of the communities we serve, including First Nations, Métis, and Inuit Peoples; Black and other racialized communities; LGBTQ2S+ communities; women; and people with disabilities, including those with lived experience of mental health and substance use challenges.

We welcome applicants from all backgrounds. Thank you to all who apply; however, only those selected for an interview will be contacted. If you require accommodations during the application or recruitment process, please let us know.