Texting Supervisor, Remote - Full-Time - Canada-Wide

Kids Help Phone

1d • Remote

About The Position

Kids Help Phone is a Canadian and world leader, known for their expertise and continuous innovation as Canada’s only 24/7 professional counselling and information service for young people, in both French and English. Since 1989, we have offered kids, teens and young adults a critical lifeline of hope and support through our free, anonymous and confidential services.  Young people reach out to Kids Help Phone’s professional counselors and trained volunteers from every corner of the country via phone, Live Chat and texting, and benefit from their database of local youth-serving programs.  Kids Help Phone’s website is a widely recognized model of youth-focused design; offering therapeutic tools, games, information, and counseling.

As a supervisor, the role is to ensure that youth receive high quality support in a timely way and that all Key Performance Indicators (KPI) for texting services are met or exceeded. Candidates should expect to build community with volunteer responders within an online platform. This work involves a high volume of contacts and priorities that can change very quickly. Texting supervisors regularly supervise 10-15 volunteers and 12-16 conversations with service users simultaneously.

Requirements

• Bachelor degree in a field of support and/or health (social work, psychology, criminology, sexology, guidance, and other related fields)
• 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

Nice To Haves

• Master degree in these fields or related field is considered an asset

Responsibilities

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level