Bilingual Crisis Intervention/Texting Supervisor

Posted by
Kids Help Phone
Montreal, QC, Canada
Published 24 days ago

Position Overview  

Organization: Kids Help Phone   

Title: Bilingual Texting Supervisor   

Reports to: Manager Texting Supervisor   

Location: Anywhere in Canada (Work From Home)

Position: Full Time, Contract up to Dec 31, 2021

Shift Schedule: 7:45pm-6:15am EST


Rotation 1: Monday, Tuesday, Friday, Saturday; 

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

Rotation 3: Monday, Tuesday, Friday, Saturday; 

Rotation 4: Sunday, Wednesday, Thursday + 3.5 hour self-scheduled block

Rate of Pay: Based on experience   

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.  

The Position  

Kids Help Phone offers a 24/7 service providing crisis intervention to Canadians via text message. The Supervisor, Crisis Intervention / Texting at Kids Help Phone will provide real-time supervision of remotely located volunteer crisis responders through a web-based platform. The texting supervisor role involves a high level of multitasking – providing feedback to volunteers during high-risk conversations while ensuring the overall quality of our service delivery.

Texting supervisors are expected to have an excellent knowledge of crisis intervention and handling imminent risk situations. Supervisors are also expected to have prior experience making referrals to child protection agencies.

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 have 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. Texting supervisors regularly supervise 10-15 volunteers and 12-16 conversations with service users simultaneously. 

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:  

  • A Bachelor’s degree in Social Work, Psychology or other related field preferred   
  • 1 - 2 years of relevant experience such as helpline, mental health agency or crisis counselling related field   
  • 1 - 3 years of experience supervising employees or volunteers   
  • Fluently bilingual in French and English, both verbal and written (Good to have)   
  • 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   

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_Bilingualsupervisortexting  

This posting will remain open until midnight September 2nd, 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. 

Kids Help Phone is an equal opportunity employer, values diversity of people and communities, and is committed to excellence and inclusion in our organization. We welcome applications from visible minority group members, women, Indigenous persons, and persons with disabilities, members of sexual minority groups, and others who respect and reflect the diversity of service users.  

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. 

Position Overview  

Organization: Kids Help Phone   

Title: Bilingual Texting Supervisor   

Reports to: Manager Texting Supervisor   

Location: Anywhere in Canada (Work From Home)

Position: Full Time, Contract up to Dec 31, 2021

Shift Schedule: 7:45pm-6…

Details at a Glance

  • Time Commitment
    Full Time Schedule
  • Job Type
  • Start Date
    September 17, 2021


Up to 3030 Per hour

Level of Language Proficiency

French and English

French and English


Work must be performed in or near Montreal, QC, Canada
Associated Location
Montreal, QC, Canada

How to Apply

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