Job Title:	Program Lead, Information & Referral
Department:	Service Programs
Reports To:	Program Delivery Manager
Salary Range:	$ 56,300 – $57,500
Job Type:	Full-Time, Permanent, Hybrid, 2-3 Days per week,
Preferred Location:	Toronto, Ontario
Posting Close Date	2025-01-31

Is This You?
Are you motivated by the opportunity to positively impact mental health for young people in Canada? Are you passionate about helping youth navigate the complexities of growing up in today's technology-driven world? If so, Kids Help Phone is looking for dynamic individuals like you to join our team.

At Kids Help Phone, we’re on a transformational journey to change the landscape of youth mental health in Canada. This is an opportunity to be a part of something truly meaningful and to make a real difference in the lives of young people. It will take courage, resilience, and a commitment to helping fuel this transformative journey.

The Opportunity:
The Program Lead, Information & Referral role is to supervise and coordinate the day-to-day operations of the Information & Referrals team while ensuring staff are supported and Information & Referral quality remains held to high standards. As well, they will help the program manager to develop and implement plans to expand and iterate Information & Referral offerings, grow and scale the Information & Referral impact, and standardize operations – collaborating with the Director and other teams as necessary.

What You’ll Do:

Program Strategy & Design

• Co-lead the strategic planning of program evaluation, design, operations, and outreach, alongside the program manager and director
• Conduct research and liaise with community stakeholders to ensure program design is informed by evidence and diverse and representative feedback
• Develop and iterate program design and offerings based on evidence and evaluation
• Implement and report on program evaluation to inform current and future needs

Program Operations

• Provide oversight and supervision of resource specialists that are responsible for managing day-to-day operations and work plans
• Oversee the creation, modification, and implementation of annual, quarterly, and monthly work plans
• Multi-year planning and data management of 86,000 records – collection and update protocols plan to ensure all records are touched within AIRS standards best practices
• Co-develop and oversee design, implementation, and maintenance of I&R KPI’s, standard operating procedures, information systems, and reporting systems
• Track, review, and report on I&R activities. Provide data analysis and reports for internal staff, funders and other stakeholders
• Project lead new I&R enhancements and developments as funded and report on deliverables while proactively responding to trends or gaps in program deliverables
• Help lead the stewardship of both current partnerships and new partnership opportunities
• Support innovation at Kids Help Phone through helping train and update our chatbot with Information and Referral best practices

Program Growth/Collaboration

• Ensure I&R has a comprehensive evaluation plan in place and necessary data collection from stakeholders occurs
• Help to oversee program budgeting and spending – work directly with the Finance and Advancement teams to provide budgetary oversight, reporting, and needs communication
• Collaborate with the Brand Strategy & Communications team to develop and implement marketing plans and assets that will drive performance targets as needed
• Develop data sharing and service partnerships, as required
• Work with vendors to successfully translate program objectives and outcomes into development

Staff Management

• Provide guidance, direction, and support to resource specialists. Support their day-to-day activities, professional development, and growth
• Design and lead resource specialist trainings, ensuring all specialists are equipped to deliver high-quality results
• Work within and support organizational procedures, policies, standards, values and other guidelines.

Other Responsibilities

• Strategically collaborate with the Indigenous Initiatives and Equity Programs team to ensure ongoing initiatives are supported and met with necessary resource support.
• Other activities as required.

Our Ideal Candidate:

Education, Knowledge and Experience

• A Master’s degree in Information/Library Sciences sector or any combination of education and experience equivalent
• Strong understanding of database management and AIRS/211 LA County taxonomy/Human Service Indexing System. AIRS HSIS certification is an asset
• A minimum of two (2) years of progressive experience within a database management role

You bring the following:

• Ability to lead/build a team and achieve results
• Experience acting as an innovative thinker with strong organizational, interpersonal, and leadership skills
• Excellent written and verbal communication skills, able to communicate clearly and effectively with team members, other colleagues, and stakeholders
• Can manage multiple projects and changing priorities while remaining flexible and accountable to tight timelines
• Strong research, attention to detail, and analytical skills
• General knowledge of child and youth mental health
• Proactive and collaborative style; works well in teams as well as independently
• Strong sense of professionalism, confidentiality and commitment
• Experience working effectively with diverse populations
• Experience with the AIRS/211 LA County taxonomy preferred

Additional assets:

• French language proficiency
• Demonstrated commitment to volunteerism, non-profit and/or mental health sector

About Kids Help Phone:
Kids Help Phone is a Canadian leader and world innovator in youth mental health. As Canada's only 24/7 professional counselling and information service for young people, we support youth through various channels including phone, live chat, and text. Since 1989, we’ve been offering anonymous, confidential support to kids, teens, and young adults, helping them overcome challenges and improve their mental health.

We are pioneers in virtual care, and our team is dedicated to providing a critical lifeline to youth across the country, available in both English and French, and over 100 other languages via interpretation. We have built a trusted reputation for delivering innovative services, and we’re looking for like-minded individuals to join us in making history.

Does this sound like a journey you want to be a part of?
Join us and make a difference in the lives of young people across Canada!

How to Apply:

Click the "Apply" button in the top right corner. Please attach a single file with your resume and cover letter, titled: lastname_firstname_ Program Lead, Information & Referral.

For more information about Kids Help Phone, please visit our website.
The position will be posted until January 31^st at 11:59PM

Kids Help Phone is an Equal Opportunity Employer
We value diversity and inclusion and encourage applications from all qualified individuals. We are committed to providing barrier-free accommodations in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). If contacted for an employment opportunity, please let us know if you require accommodation at any stage of the recruitment process.

Our Commitment to Diversity, Equity, Inclusion & Accessibility (I.D.E.A.):
We are committed to fostering a workplace that celebrates diversity, equity, and inclusion, empowering all employees and service users. We strive to ensure that our services and environment are reflective of the communities we serve. We embrace differences in race, ethnicity, national origin, gender identity, sexual orientation, and ability, and we are dedicated to promoting understanding and appreciation of these differences.

Benefits include:

Accidental Death Insurance, Hybrid Work Model, Life Insurance, Wellness Programs, Flex Time, Employee & Family Assistance Program, Health Care, Dental Care, Vision Care, CAAT Pension Plan, Emergency Travel Assistance, and more!

Message to Agencies:
We do not accept unsolicited telephone calls, referrals, or resumes from agencies. Any unsolicited submissions will be considered gratuitous, and we will not be obligated to pay any referral or other fees.