Bilingual Crisis Intervention/ Texting Supervisor

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Bilingual Crisis Intervention/ Texting Supervisor

Job Information
Author kidshelpphone
Date June 18, 2021
Deadline Open
Type Full Time
Company Kids Help Phone / Jeunesse, J'écoute
Salary 0.00 - Per Hour
Location CAN
Category Supervisor
Contact Information
[email protected]

Position Overview

Organization: Kids Help Phone

Title: Bilingual Crisis Intervention/ Texting Supervisor

Position: Full time contract upto 31 Dec, 2021

Reports to: Manager Texting Supervisor

Location: Anywhere in Canada (Work From Home)

Shift details:

Rotation 1: Sunday, Tuesday (2pm-5:30pm EST) Wednesday, Thursday

Rotation 2: Monday, Tuesday, Friday, Saturday

Rotation 3: Sunday, Wednesday, Thursday + 3.5 hours block self-scheduled

Rotation 4: Monday, Tuesday, Friday, Saturday​

Hours on texting platform: 5:45am-4:15pm EST​

Rate of Pay: Based on experience

The Position

Kids Help Phone offers a 24/7 service providing support to youth through texting. The Bilingual Supervisor, Crisis Intervention / Texting at Kids Help Phone will recruit, train and provide real-time supervision of remotely located volunteer responders.

What You’ll do

In 2018, Kids Help Phone partnered with Crisis Text Line to pilot an innovative texting service in Manitoba. Over the past year, we’ve expanded this service to every province and territory, giving young people across Canada the opportunity to reach out for confidential, volunteer-led, text-based support 24/7.

A key outcome of the Supervisor 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.

This is a new service for Kids Help Phone and unique in Canada. Incumbents will be able to provide feedback into the development of this new service. Additionally, there will be some opportunities to promote this new service through public presentations or attending events. Some travel will be required for training.

Since this is a work from home role, candidates must have access to:

  • Stable telephone and internet access.
  • Work space that supports confidentiality and minimizes distractions.

What You’ll Need

Criteria that will be reviewed in the selection of candidates including some of the following as each position requires different education depending on the role:

  • BSW or equivalent degree in related field with 2 years of work experience in helpline, mental health agency or crisis counselling related field
  • MSW or equivalent graduate degree in related field is an asset
  • 1 – 3 years of experience supervising employees or volunteers
  • Fluently bilingual in French and English, both verbal and written
  • Experience working remotely and/or supervising a remote work force
  • Organizational and administrative skills
  • Communication skills and problem solving strategies
  • Knowledge of laws and services affecting the lives of Canadian children and youth
  • Flexibility and willingness to work in a 24/7 center
  • Experience working effectively with diverse populations
  • Since this is a remote position, you must have a stable internet and telephone lines and a workspace that promotes confidentiality and minimizes distractions.

You’ll already have the following:

  • Strong risk assessment skills about Child Welfare/Safety concerns, Suicide/Self-Harm, Substance Abuse etc.
  • Good clinical judgement and understanding of your responsibilities regarding confidentiality
  • Strong work ethic and professionalism
  • Abilities to work through chats over phone texts
  • Ability to adapt to both the ever changing client and organizational needs
  • Ability to work in a fast-paced environment and to multi-task when needed
  • Strong empathy and listening skills
  • Demonstrated excellent communication, facilitation and decision-making skills
  • 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

The Organization

Kids Help Phone is a Canadian and world leader, known for our expertise and continuous innovation as Canada’s only 24/7, bilingual (English and French) professional counselling, information and volunteer support service for young people.

Since 1989, we have offered kids, teens, and young adults a critical lifeline of hope and support through our free, anonymous service, which research shows significantly improves youth mental health.

Young people reach out to Kids Help Phone from every corner of the country via phone, Live Chat, our internationally-recognized website, and through our confidential volunteer-led texting service in addition to having access to our database of local youth-serving programs. Kids Help Phone is a registered Canadian charity, and we raise the majority of our revenue from individuals, foundations, corporations, and community fundraising. Thanks to our generous donors, we can work to achieve our vision of a future where every young person in Canada will access the support they need, in the way they need it most.

And finally…

If you are inspired by helping to meet the quickly evolving needs of young people in Canada today and are ready to contribute to a dynamic organization dedicated to improving their mental health and well-being, please visit, open the posting and click the “Apply” button in the top right corner of the page. Please attach a single file with your resume and cover letter titled: lastname_firstname_supervisortexting

This posting will remain open until midnight 25 June, 2021 with immediate interviews for qualified applicants.

For more information about Kids Help Phone, please visit our website at;

Accredited member, Imagine Canada Standards Program. Scent free environment.

At Kids Help Phone, we embrace and celebrate an inclusive, diverse and accessible environment, where all employees and stakeholders feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities we live with and serve. We are committed to inclusive, barrier-free recruitment and selection processes.

Kids Help Phone is committed to providing barrier-free environment and accommodation in accordance with the Accessibility of Ontarians with Disabilities Act (AODA). If contacted for an employment opportunity, please advise Human Resources person if your require accommodation at any stage of the recruitment process.

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