Kids Help Phone

Role Description 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 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. - Supervise volunteer crisis responders through an online platform; - Ensure that people who use our service receive timely, high-quality support; - Support the text messaging service by taking conversations, in times of high demand, and in accordance with existing protocols; - Provide clinical support to assist volunteer crisis responders in crisis situations and make timely decisions to ensure the safety of those contacting us; - Liaise with emergency and child protection services as required; - Engage and support the volunteer crisis responder community through group conversations to motivate, thank, guide, etc.; - Work as a team with other supervisors, maintaining ongoing communication and collaboration; - Other duties as assigned. Qualifications - Bachelor degree in a field of support and/or health (social work, psychology, criminology, sexology, guidance, and other related fields); - Master degree in these fields or related field is considered an asset; - A minimum of 2 years of professional experience in crisis intervention and employee and/or volunteer supervision; - Good knowledge of mental health and ability to conduct risk assessments, safety plans, suicide, self-harm, addictions, etc.; - Knowledge of laws and services that affect the lives of Canadian children and youth; - Good clinical judgment and understanding of confidentiality role and limitations; - Ability to prioritize, make decisions in a crisis, communicate and work as a team; - Willingness to work in a 24/7 environment; - Bilingualism (French and English). Requirements - Don’t meet every qualification listed? Studies often report 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 welcome you to apply anyway. You may have the qualifications / experience for this role or other opportunities at KHP! Benefits - CAAT Pension Plan; - Wellness programs; - Recognition awards; - Employee and Family Assistance Program (EFAP). Application Process To apply for this opportunity, you can tap the “Apply” button on this page and follow the on-screen instructions.

Role Description 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 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. - Supervise volunteer crisis responders through an online platform; - Ensure that people who use our service receive timely, high-quality support; - Support the text messaging service by taking conversations, in times of high demand, and in accordance with existing protocols; - Provide clinical support to assist volunteer crisis responders in crisis situations and make timely decisions to ensure the safety of those contacting us; - Liaise with emergency and child protection services as required; - Engage and support the volunteer crisis responder community through group conversations to motivate, thank, guide, etc.; - Work as a team with other supervisors, maintaining ongoing communication and collaboration; - Other duties as assigned. Qualifications - Bachelor degree in a field of support and/or health (social work, psychology, criminology, sexology, guidance, and other related fields); - Master degree in these fields or related field is considered an asset; - A minimum of 2 years of professional experience in crisis intervention and employee and/or volunteer supervision; - Good knowledge of mental health and ability to conduct risk assessments, safety plans, suicide, self-harm, addictions, etc.; - Knowledge of laws and services that affect the lives of Canadian children and youth; - Good clinical judgment and understanding of confidentiality role and limitations; - Ability to prioritize, make decisions in a crisis, communicate and work as a team; - Willingness to work in a 24/7 environment; - Bilingualism (French and English). Benefits - CAAT Pension Plan; - Wellness programs; - Recognition awards; - Employee and Family Assistance Program (EFAP). Application Process To apply for this opportunity, you can tap the “Apply” button on this page and follow the on-screen instructions.

Role Description 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 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. Reporting to the Director, Service Operations Support & Optimization, the successful candidate will be responsible for managing a team of Workforce Analysts to plan and staff Counsellors and Texting Supervisors to handle calls, chats and texts from KHP service users. 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! Responsibilities - Leadership & Operations - Lead, coach, and mentor a team of Workforce Analysts supporting Clinical Service Operations - Drive operational excellence through continuous improvement and change management - Partner with stakeholders to execute key initiatives and optimize workforce strategies - Foster a high-performing team culture grounded in simplicity, structure, and sustainability - Provide guidance to internal teams on workforce planning capabilities - Forecasting & Planning - Develop short- and long-term forecasts using statistical modeling and data analysis tools (e.g., Excel, Power BI) - Monitor forecast accuracy and refine models based on results - Present forecasting insights and assumptions to senior leadership - Build multi-year workforce and capacity plans aligned with organizational strategy - Support new service models where historical data is limited - Capacity & Scheduling - Design and manage capacity plans, headcount models, and budgets - Develop and maintain scheduling frameworks (rotational and static) aligned with service demand and agreements - Oversee shift bidding and recruitment scheduling to meet operational needs - Track and report on budget performance and variances - Intraday & Workforce Management - Manage real-time scheduling and adjustments within workforce systems (e.g., Calabrio) - Approve schedule changes, time-off requests, and ensure compliance with policies and legislation - Ensure workforce systems and scheduling practices comply with Employment Standards legislation and Collective Agreement requirements - Identify coverage gaps and recommend solutions to leadership - Analytics & Systems - Provide insights on headcount, attrition, and workforce trends - Maintain workforce data and reporting for leadership - Oversee configuration and optimization of workforce management systems Qualifications - Bachelor’s degree, or equivalent education and experience - Eight (8) or more years’ experience working in Workforce Management, with strong understanding of contact centre operations, methodologies, metrics, and outcomes - Four (4) or more years’ experience as a Workforce Manager - Strong analytical skills and attention to detail, including the ability to handle multiple requests with missing or confusing data - Advanced skills in Microsoft Excel - Intermediate skills in Microsoft Office - Comfortable presenting to leadership to “tell the story” using data models - Strong interpersonal skills with the ability to form lasting connections with employees at all levels that represent the workforce team in a positive and friendly way to the rest of the organization - Strong self-management and time-management skills, with the ability to work independently without supervision - Service focused, business oriented and innovation driven Application Process To apply for this opportunity, you can tap the “Apply” button on this page and follow the on-screen instructions. Compensation and Benefits - Comprehensive Employee Benefits Program - Emergency Travel Assistance - CAAT Pension Plan - Wellness programs - Recognition awards - Employee and Family Assistance Program (EFAP)

Role Description 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 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. - Supervise volunteer crisis responders through an online platform; - Ensure that people who use our service receive timely, high-quality support; - Support the text messaging service by taking conversations, in times of high demand, and in accordance with existing protocols; - Provide clinical support to assist volunteer crisis responders in crisis situations and make timely decisions to ensure the safety of those contacting us; - Liaise with emergency and child protection services as required; - Engage and support the volunteer crisis responder community through group conversations to motivate, thank, guide, etc.; - Work as a team with other supervisors, maintaining ongoing communication and collaboration; - Other duties as assigned. Qualifications - Bachelor degree in a field of support and/or health (social work, psychology, criminology, sexology, guidance, and other related fields); - Master degree in these fields or related field is considered an asset; - A minimum of 2 years of professional experience in crisis intervention and employee and/or volunteer supervision; - Good knowledge of mental health and ability to conduct risk assessments, safety plans, suicide, self-harm, addictions, etc.; - Knowledge of laws and services that affect the lives of Canadian children and youth; - Good clinical judgment and understanding of confidentiality role and limitations; - Ability to prioritize, make decisions in a crisis, communicate and work as a team; - Willingness to work in a 24/7 environment; - Bilingualism (French and English). Requirements - Don’t meet every qualification listed? Studies often report 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 welcome you to apply anyway. You may have the qualifications / experience for this role or other opportunities at KHP! Benefits - Comprehensive Employee Benefits Program; - Emergency Travel Assistance; - CAAT Pension Plan; - Wellness programs; - Recognition awards; - Employee and Family Assistance Program (EFAP).

Role Description The User Support Specialist is responsible for providing general user and technical support for our texting department, including inquiries from internal (i.e., staff and volunteers) and external stakeholders (i.e., service users and the general public), and providing general technical and administrative support to the Texting Community team. - Support technical and administrative aspects of the Crisis Responder recruitment pipeline (admissions, training, post-graduation processes, criminal background checks, exiting processes) across several tech platforms (Salesforce, Zendesk, etc.) - Monitor and respond to requests received through the texting services helpdesk. - Manage incoming ‘bug reports’ and ‘feature requests’ submitted by texting staff and volunteers. - Set up triggers to triage high-urgency confidential tickets to relevant service leaders (i.e., Coach/Supervisor feedback, misconduct, or complaints). - Additional duties may include copy-editing for newsletters, liaising across departments to update resources, sitting on committees, building reports or dashboards, and more. Qualifications - A degree or diploma in applied social sciences, communications, or any relevant field. - One (1) year of experience in customer service or technical support with strong troubleshooting, written communication, and problem diagnosis skills. - Familiarity with CRM and volunteer management applications such as Salesforce, Okta, and Better Impact. - Bilingualism (English + French) preferred. - Preferred to possess an acceptable “Vulnerable Person Sector Criminal Reference Check” prior to starting employment. Requirements - Organizational and administrative skills. - Excellent communication skills and facilitation. - Demonstrated excellent interpersonal skills and the ability to work collaboratively with all members of the team. - Demonstrated commitment to best practice and quality improvement. - Commitment to the vision and goals of the organization. - Excellent data literacy skills. Benefits - Part-Time Permanent (20 hours per week). - Remote position. - Salary: $23.86/hr rate. - Posting Closes: June 5, 2026.

Role Description 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 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 a supervisor, the role is to: - Supervise volunteer crisis responders through an online platform; - Ensure that people who use our service receive timely, high-quality support; - Support the text messaging service by taking conversations, in times of high demand, and in accordance with existing protocols; - Provide clinical support to assist volunteer crisis responders in crisis situations and make timely decisions to ensure the safety of those contacting us; - Liaise with emergency and child protection services as required; - Engage and support the volunteer crisis responder community through group conversations to motivate, thank, guide, etc.; - Work as a team with other supervisors, maintaining ongoing communication and collaboration; - Other duties as assigned. Qualifications - Bachelor degree in a field of support and/or health (social work, psychology, criminology, sexology, guidance, and other related fields); - Master degree in these fields or related field is considered an asset; - A minimum of 2 years of professional experience in crisis intervention and employee and/or volunteer supervision; - Good knowledge of mental health and ability to conduct risk assessments, safety plans, suicide, self-harm, addictions, etc.; - Knowledge of laws and services that affect the lives of Canadian children and youth; - Good clinical judgment and understanding of confidentiality role and limitations; - Ability to prioritize, make decisions in a crisis, communicate and work as a team; - Willingness to work in a 24/7 environment; - Bilingualism (French and English). Requirements - Don’t meet every qualification listed? Studies often report 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 welcome you to apply anyway. You may have the qualifications / experience for this role or other opportunities at KHP! Benefits - Comprehensive Employee Benefits Program; - Emergency Travel Assistance; - CAAT Pension Plan; - Wellness programs; - Recognition awards; - Employee and Family Assistance Program (EFAP). Company Description Kids Help Phone (KHP) is Canada’s only free, national, 24/7, multilingual and confidential e-mental health service for youth to get help and Feel Out Loud. Since 1989, KHP has been the empowering, trusted changemaker giving young people’s feelings, big and small, a non-judgmental place to go through personalized well-being solutions. A made-in-Canada, global leader, KHP continually evolves by blending data, innovation and technology with real human support and clinical knowledge to unlock the hope young people need to thrive in their world.

Role Description 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 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. - Supervise volunteer crisis responders through an online platform; - Ensure that people who use our service receive timely, high-quality support; - Support the text messaging service by taking conversations, in times of high demand, and in accordance with existing protocols; - Provide clinical support to assist volunteer crisis responders in crisis situations and make timely decisions to ensure the safety of those contacting us; - Liaise with emergency and child protection services as required; - Engage and support the volunteer crisis responder community through group conversations to motivate, thank, guide, etc.; - Work as a team with other supervisors, maintaining ongoing communication and collaboration; - Other duties as assigned. Qualifications - Bachelor degree in a field of support and/or health (social work, psychology, criminology, sexology, guidance, and other related fields); - Master degree in these fields or related field is considered an asset; - A minimum of 2 years of professional experience in crisis intervention and employee and/or volunteer supervision; - Good knowledge of mental health and ability to conduct risk assessments, safety plans, suicide, self-harm, addictions, etc.; - Knowledge of laws and services that affect the lives of Canadian children and youth; - Good clinical judgment and understanding of confidentiality role and limitations; - Ability to prioritize, make decisions in a crisis, communicate and work as a team; - Willingness to work in a 24/7 environment; - Bilingualism (French and English). Requirements - Don’t meet every qualification listed? Studies often report 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 welcome you to apply anyway. You may have the qualifications / experience for this role or other opportunities at KHP! Benefits - Comprehensive Employee Benefits Program; - Emergency Travel Assistance; - CAAT Pension Plan; - Wellness programs; - Recognition awards; - Employee and Family Assistance Program (EFAP). Application Process To apply for this opportunity, you can tap the “Apply” button on this page and follow the on-screen instructions.

Role Description 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 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 a KHP counsellor, you will provide single session solution focused support to young people via anonymous phone and live chat. Sessions are offered on a first come first serve basis. You will be supporting young people with a variety of concerns such as: - Mental health anxiety - Depression - Family and relationships - School challenges - Suicide Support is provided through a person-centered approach and aligned with counselling best practices. Responsibilities - Ability to support youth via phone and live chat based counselling services, moving between modalities on every shift. - Strong risk assessment and safety planning skills pertaining to youth risk and safety: Child Welfare, Suicide and Self-Injury, Substance Abuse, Threats against Others etc. - Ability to work independently and have sound judgement on situations that require escalation to management. - A strong work ethic, professionalism, and the ability to maintain boundaries, especially when addressing challenging calls that may involve individuals displaying strong emotions, including anger. - Reflexive practice; empowering and strengths-based, client-centered approach; non-judgmental; strong, professional boundaries; recognition of and advocate for service users’ autonomy in their journey; commitment to diversity, inclusion, equity and accessibility; ability to adapt to changing client needs. - The ability to communicate with empathy, curiosity and professionalism. - The ability to merge your own personality and counselling style with Kids Help Phone’s clinical model. - Active engagement in individual supervision, group supervision, clinical consultations, coaching, in-service training, team meetings, and other scheduled activities. - Participation in a positive workplace culture by engaging respectfully and collaboratively with colleagues while embodying Kids Help Phone’s values (Courageous, Collaborative, Innovative, Resilient, Trustworthy). - Ability to work in a high energy and dynamic environment. Qualifications - Bachelor’s or master’s degree or diploma in social services (Social Work, Counselling, Psychology, Sexology, Child and Youth Care, etc.) or equivalent with experience in crisis work and counselling. - A minimum of 1-2 years experience in crisis intervention and/or counselling, including solid risk assessment and safety planning skills (practicum/placement experience is considered). - Outstanding communication skills in English (spoken and written) as well as French (for bilingual positions). - Sound knowledge of various national and provincial legislation related to youth at risk including making decisions regarding appropriate and relevant referrals to community authorities (i.e., emergency services and Child Protective Services as required). - Sound typing and written communication to counsel on our Live Chat service. - Stable and dedicated high speed internet (minimum 25 Mbps of download speed and 10 Mbps of upload speed to the device being used); a closed private workspace. - Availability to attend the following training dates/times: - June 1 to June 4, 2026: 10:00am to 6:00pm ET - June 8 to June 11, 2026: 12:00pm to 8:00pm ET Application Process To apply for this opportunity, you can tap the “Apply” button on this page and follow the on-screen instructions. Compensation and Benefits - CAAT Pension Plan - Wellness programs - Recognition awards - Employee and Family Assistance Program (EFAP) Candidate Verification The successful candidate for this opportunity will be asked to complete a background screen, which may include criminal, credit, employment and educational checks. All offers of employment are conditional on the receipt of satisfactory results of any applicable check. Accommodations KHP welcomes applications from people living with disabilities. Reasonable accommodations are available upon request during any phase of the application/hiring process.

Role Description 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 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 a KHP counsellor, you will provide single session solution focused support to young people via anonymous phone and live chat. Sessions are offered on a first come first serve basis. You will be supporting young people with a variety of concerns such as: - Mental health - Anxiety - Depression - Family and relationships - School challenges - Suicide Support is provided through a person-centered approach and aligned with counselling best practices. Qualifications - Bachelor’s or master’s degree or diploma in social services (Social Work, Counselling, Psychology, Sexology, Child and Youth Care, etc.) or equivalent with experience in crisis work and counselling. - A minimum of 1-2 years experience in crisis intervention and/or counselling, including solid risk assessment and safety planning skills (practicum/placement experience is considered). - Outstanding communication skills in English (spoken and written) as well as French (for bilingual positions). - Sound knowledge of various national and provincial legislation related to youth at risk including making decisions regarding appropriate and relevant referrals to community authorities (i.e., emergency services and Child Protective Services as required). - Sound typing and written communication to counsel on our Live Chat service. - Stable and dedicated high speed internet (minimum 25 Mbps of download speed and 10 Mbps of upload speed to the device being used); a closed private workspace. Requirements - Ability to support youth via phone and live chat based counselling services, moving between modalities on every shift. - Strong risk assessment and safety planning skills pertaining to youth risk and safety: Child Welfare, Suicide and Self-Injury, Substance Abuse, Threats against Others etc. - Ability to work independently and have sound judgement on situations that require escalation to management. - A strong work ethic, professionalism, and the ability to maintain boundaries, especially when addressing challenging calls that may involve individuals displaying strong emotions, including anger. - Reflexive practice; empowering and strengths-based, client-centered approach; non-judgmental; strong, professional boundaries; recognition of and advocate for service users’ autonomy in their journey; commitment to diversity, inclusion, equity and accessibility; ability to adapt to changing client needs. - The ability to communicate with empathy, curiosity and professionalism. - The ability to merge your own personality and counselling style with Kids Help Phone’s clinical model. - Active engagement in individual supervision, group supervision, clinical consultations, coaching, in-service training, team meetings, and other scheduled activities. - Participation in a positive workplace culture by engaging respectfully and collaboratively with colleagues while embodying Kids Help Phone’s values (Courageous, Collaborative, Innovative, Resilient, Trustworthy). - Ability to work in a high energy and dynamic environment. Benefits - CAAT Pension Plan - Wellness programs - Recognition awards - Employee and Family Assistance Program (EFAP)

Role Description 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 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 a KHP counsellor, you will provide single session solution focused support to young people via anonymous phone and live chat. Sessions are offered on a first come first serve basis. You will be supporting young people with a variety of concerns such as: - Mental health - Anxiety - Depression - Family and relationships - School challenges - Suicide Support is provided through a person-centered approach and aligned with counselling best practices. Qualifications - Bachelor’s or master’s degree or diploma in social services (Social Work, Counselling, Psychology, Sexology, Child and Youth Care, etc.) or equivalent with experience in crisis work and counselling. - A minimum of 1-2 years experience in crisis intervention and/or counselling, including solid risk assessment and safety planning skills (practicum/placement experience is considered). - Outstanding communication skills in English (spoken and written) as well as French (for bilingual positions). - Sound knowledge of various national and provincial legislation related to youth at risk including making decisions regarding appropriate and relevant referrals to community authorities (i.e., emergency services and Child Protective Services as required). - Sound typing and written communication to counsel on our Live Chat service. - Stable and dedicated high speed internet (minimum 25 Mbps of download speed and 10 Mbps of upload speed to the device being used); a closed private workspace. Requirements - Ability to support youth via phone and live chat based counselling services, moving between modalities on every shift. - Strong risk assessment and safety planning skills pertaining to youth risk and safety: Child Welfare, Suicide and Self-Injury, Substance Abuse, Threats against Others etc. - Ability to work independently and have sound judgement on situations that require escalation to management. - A strong work ethic, professionalism, and the ability to maintain boundaries, especially when addressing challenging calls that may involve individuals displaying strong emotions, including anger. - Reflexive practice; empowering and strengths-based, client-centered approach; non-judgmental; strong, professional boundaries; recognition of and advocate for service users’ autonomy in their journey; commitment to diversity, inclusion, equity and accessibility; ability to adapt to changing client needs. - The ability to communicate with empathy, curiosity and professionalism. - The ability to merge your own personality and counselling style with Kids Help Phone’s clinical model. - Active engagement in individual supervision, group supervision, clinical consultations, coaching, in-service training, team meetings, and other scheduled activities. - Participation in a positive workplace culture by engaging respectfully and collaboratively with colleagues while embodying Kids Help Phone’s values (Courageous, Collaborative, Innovative, Resilient, Trustworthy). - Ability to work in a high energy and dynamic environment. Benefits - CAAT Pension Plan - Wellness programs - Recognition awards - Employee and Family Assistance Program (EFAP)