Job Title:

Director, Workforce Optimization & Informatics

Department:

Service Operations

Reports To:

Vice President & Chief Clinical Officer

Salary Range:

$ 102,000 - $105,000

Job Type:

Full-Time, Permanent, Remote, working only,

Preferred Location:

Ontario

Posting Close Date:

Thursday March 6, 2025

Position Description:

The Director, Service Operations Support and Optimization is a key position within Kids Help Phone counselling and crisis services. In this role, you'll oversee our Workforce, Clinical Practice Specialist and our Quality Assurance teams driving excellence and innovation in the delivery of KHP’s services.

You will be responsible for analyzing performance metrics, developing multi-year forecasts, ensuring staff capacity aligns with service needs. You will be at the forefront of strategic initiatives for clinical service enhancements, collaborating with leaders and cross-functional teams to optimize operations and elevate the quality of care provided to young people.

Strategy Execution and Operational Leadership:

• Lead the implementation of Kids Help Phone’s Clinical Operations Optimization strategy through the prioritization of goals and initiatives, socializing tactics, and collaborating with key internal stakeholders to support focused and high-quality strategy execution.
• Manage and implement operational improvements designed to improve key metrics (number of interactions, quality, wait times, user experience, etc.) through established change management protocols.

Performance Management and Data Analysis:

• Regularly report to the Leadership Teams on KPIs, key risks, and new learnings, and make recommendations to optimize performance.
• Provide real-time and historical contact center data to the management team, including key performance indicators such as Quality Assurance scores, attendance, AHT, shrinkage, adherence, and service levels.
• Analyze trends within assigned operations, including contact volumes, contact patterns, staff productivity, staff capacity, and resource allocation.
• Develop headcount, capacity plans, and recruitment models by department and by queue/skill.
• Develop and present multi-year forecast models and capacity plans to senior and executive leadership to inform departmental budgets.
• Lead demand planning efforts, develop short- or long-term forecasts for all queues, and use data to help project departmental resource needs.
• Leverage expertise in forecasting to solve for future support with limited or unknown historical data.
• Identify creative ways to measure and report on clinical metrics and identify and action opportunities to improve outcomes.

Team Leadership and Development:

• Provide leadership, direction, and training to service management, Quality, CPS, and Workforce teams to effectively use existing software and meet service objectives.
• Lead, coach, and mentor a team of Workforce Analysts managing the schedules of KHP Clinical Service Operations in a 24/7 environment.
• Train, coach, and mentor internal KHP partners on the capacity and functionality of Workforce, Quality, and CPS.
• Oversee the new hire training schedule, ensuring adequate CPS staffing to meet organizational needs.
• Review and update the development cycle of new training opportunities, managing team work plans and activities to meet team goals.
• Create, organize, and implement a training and meeting calendar in line with budget limits, key initiatives, and organizational requirements.

Frontline Training and Oversight:

• Provide oversight and direction to the Clinical Practice Specialist Team, ensuring all training and coaching meets the needs of frontline staff, is accurate, ethical, and aligns with Kids Help Phone’s clinical framework.
• Ensure training content prepared by Clinical Practice Specialists is informed by evidence and industry best practices.
• Identify clinical training needs for frontline staff, utilizing evidence from research, Quality Assurance Reports, frontline-identified and organizational needs, in collaboration with managers and senior leadership.
• Develop and maintain the Knowledge Management System, adding and updating material as required.

Policy, Procedure, and Program Development:

• Advise and contribute to the development of policies, procedures, programs, and guidelines that support organization-wide impact.
• Provide key insights and recommendations to inform collective bargaining related to the application of training, quality, entitlements, and scheduling.
• Evaluate and recommend new technologies to enhance clinical service delivery and operational efficiencies.

Collaboration and Stakeholder Management:

• Partner with the Clinical Operations leadership teams to ensure that service goals are achieved across all modalities.
• Facilitate the review and analysis of factors impacting service delivery performance.
• Establish and maintain relationships across other departments to evaluate and assess their activities on contact center workload and schedules as necessary.
• Provide information and support to other departments as required to support fundraising, reports to funders, media events, etc.

Workforce Management and Resource Planning:

• Collaborate with Clinical Directors to develop, produce, and maintain counselor schedules and activities, including setup of new hires, schedule changes, meeting and clinical training time, absences, vacation, sick time, and payroll tracking.
• Audit existing software functionality and ensure it is successfully deployed and optimally used to meet requirements and ensure maximum return is achieved.
• In collaboration with the Product Team, support telephony platform account management, including setup, configuration, and system maintenance.
• Provide resource planning direction, budget development and accountability, including providing best practice advice to KHP leadership.

Compliance and Quality Assurance:

• Support the maintenance and development of KHP’s Clinical Quality Assurance program, evaluating contacts to ensure client safety and work performed meets KHP’s clinical standards.
• Ensure the accuracy of all work to guarantee the integrity, image, and quality of all programs and activities are consistent with Kids Help Phone’s goals, operating principles, and relevant professional standards.

Risk Management:

• Identify and mitigate risks related to clinical services and operations, including managing incidents or escalation processes.

What you bring to the role:

The Organization:

Kids Help Phone is a Canadian and world leader, known for our expertise and continuous innovation as Canada’s only 24/7 professional counselling and information service for young people in both English and French, and over 100 other languages via interpretation. We have been innovators in virtual care and e-health solutions for young people in Canada for over 35 years.

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

Young people reach out to Kids Help Phone’s professional counsellors 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 counselling.

History in the making!

Does this sound like a journey you want to be a part of?

For more information about Kids Help Phone, please visit our website at https://kidshelpphone.ca

The position will be posted until Thursday March 6, 2025.

Kids Help Phone is an equal opportunity employer, values diversity of people and communities, and is committed to equity and inclusion throughout our organization. As such, we encourage applicants from equity-deserving communities (Indigenous Peoples, racialized persons, persons with disabilities, women, and the 2SLGBTQIA+ Community). We strongly believe that alleviating the under-representation of equity-deserving individuals will create a stronger KHP and allow us to better serve the needs of young people in Canada.

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 you require accommodation at any stage of the recruitment process.

Don’t meet every single qualification and requirement? Studies have shown that women and racialized people are less likely to apply to jobs unless they meet every single qualification.

At Kids Help Phone we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role, but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles that our organization is recruiting for.

The Small Print

Alignment Statement:

Please note that the job title listed in the job posting may differ from the internal title offered to a successful candidate. This discrepancy is due to internal company structure and hierarchy. While the responsibilities of the role will remain aligned with the advertised position, the internal title may be adjusted accordingly. We are committed to clear communication and ensuring that all candidates understand the expectations, responsibilities, and potential career growth within the company. This change will not affect compensation or benefits.

Accommodation Statement:

Kids Help Phone welcomes and encourages applications from people with disabilities, as such reasonable accommodations are available upon request during any phase of the application and interview process. If, as a qualified job applicant, you make an accommodation request, we will consult with you and provide reasonable accommodation according to your accessibility needs. If you wish to make a request, please provide a cover letter when applying for this position.

Candidate Verification Statement:

The successful candidate to this role will be asked to complete a background screen, which may include criminal, credit, employment, educational and proof of identity checks. All offers of employment are conditional on the receipt of satisfactory results of any applicable check.

Statement on Inclusion, Diversity, Equity, and Accessibility (I.D.E.A.):

Kids Help Phone provides services in one of the most diverse countries in the world. The diversity of our communities takes many forms. It includes differences related, amongst others to race, ethnicity, national origin, gender identity, gender expression and presentation, sexual orientation, religion, age, ability, and socioeconomic status. We see diversity as an asset to our organization and communities and strive to be reflective of the communities that we serve. We commit ourselves to promoting better understanding and appreciation of our human diversity; a commitment which is best realized through our individual and collective effort.

We believe that it is critical that our services empower everyone who interacts with us to bring their authentic selves to an environment of mutual respect. An open and diverse community fosters the inclusion and amplification of voices that have been, and continue to be, underrepresented. At Kids Help Phone we are professionally and personally committed to celebrating, building, and continuing to accelerate diversity, equity and inclusion, as well as working to remove barriers through accessibility measures.

Message to Agencies: