Bilingual Manager, People and Clinical

Bilingual Manager, People and Clinical Performance

Department: Clinical Operations

Reports To: Senior Manager, Clinical Operations

Job Type: Full-time, permanent, fully remote, working Sun
- Thurs: 5:00 p.m. to 1:00 a.m. local BC time

Job Posting Close Date: July 30, 2026

We’re looking for a passionate and dynamic leader to join our Clinical Operations team on a full‑time basis. As Bilingual Manager, People & Clinical Performance
, 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.

• 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
  • Provide 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 and 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
  • Responsible for supporting the dissemination of information about Kids Help Phone, the organization, service performance, projects, wellness initiatives, etc., 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
  • Responsible for identifying risks and developing mitigation strategies
  • Support change management for frontline staff
  • Support the development and ongoing implementation of bilingual support strategies
  • Intentional collaboration with the counselling operations team, HR and…