Bilingual Manager, Clinical Service Operations
Listed on 2026-10-05
-
Management
Operations Management, Healthcare Management, Change Management
Bilingual Manager, Clinical Service Operations
- Contract
Full Time
7 days ago Requisition
Salary Range: $64,700.00 To $70,000.00 Annually
Job title
Bilingual Manager, Clinical Service Operations
Department
Clinical Operations
Reports to
Senior Manager, Clinical Service Operations
Salary range
$64,000 - $70,000
Job type
Full-Time, Contract (Ends January 30 2027)
Location
Remote
- Canada-Wide
Week 1:
Wednesday from 12:00 to 20:00 ET and Thursday, Friday and Saturday from 7:00 to 17:00 ET
Week 2:
Wednesday, Thursday, Friday and Saturday from 7:00 to 17:00 ET
Posting period
September 28, 2026
The opportunityAre 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.
As Bilingual Manager, Clinical Operations, you’ll provide 24/7 leadership and support for our counselling and texting services, ensuring our frontline teams can deliver safe, high‑quality, and responsive care to young people across Canada.
You’ll be the go‑to person for real‑time decision‑making, clinical guidance, and operational excellence — helping to ensure every interaction meets Kids Help Phone’s standards for compassion, quality, and impact.
KEY FUNCTIONS AND RESPONSIBILITIES Directly manage 24.7 operations of texting and counselling operations to meet service KPIs and clinical standards:- Ensure optimal day-to-day service delivery including queue management, team management and engagement, monitoring and evaluating contacts in the moment, clinical support, etc.
- Operationalize floor management strategies, including overseeing schedule adherence of services and optimizing floor activities, etc.
- Collaboration with Workforce to ensure 24/7 coverage, making decisions on last minute call‑ins, etc.
- Management and monitoring of frontline activities i.e. floor and platform management, debriefing, consultation, etc.
- Making operational and data‑driven decisions to optimize in the moment service delivery
- Lead the implementation of operational, and strategic activities and changes; I.e. champion change management of initiatives, etc.
- Participation in the on‑call system.
- Performing clinical service duties (taking contacts or conversations) as necessary as per agency guidelines and tracking or noting accordingly;
- Be the go‑to resource for front line staff for clinical and operations support, providing in the moment leadership and direction to fulfill management duties.
- Provides guidance and direction to staff and has in the moment decision making authority.
- Ensure that policies and standards are being followed including quality, training, operational performance and professional conduct.
- Has authority to manage in the moment performance, employee conduct and issue discipline.
- Ensure the terms of collective agreements with bargaining unit members are upheld.
- Provide clinical consultation and direction for frontline (Duty to report, clinical framework, challenging or complex behaviours).
- Provide one‑on‑one and group debriefs.
- Initiate and support self‑care skills and strategies for frontline.
- Lead team meetings as needed
• Attend and participate in program or department meetings as a representative of the management team. - Responsible for supporting the hiring process of front‑line staff with people and culture managers.
- Leading a culture of excellence and professionalism and…
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