Quality Improvement & Client Safety Manager in Toronto, Ontario at Kids Help Phone

Job title

Quality Improvement & Client Safety Manager, Toronto Ontario

Department

Clinical Operations

Reports to

EVP, Clinical Services

Job type

Full-Time, Permanent, Hybrid working 2-3 days/week

Posting closes

Sunday June 21, 2026

Are you motivated by the chance to help ensure all young people in Canada can access mental health support and Feel Out Loud? Kids Help Phone (KHP) is Canada’s Unlock The Hope Youth Charity. We’re the first and Canada's only national 24/7, free, confidential, and multilingual e-mental health service for youth and a global leader in innovation for youth and their well-being.

The Opportunity

Kids Help Phone is seeking a Quality Improvement & Client Safety Manager to lead the development and implementation of enterprise-wide quality improvement, client safety, and continuous improvement systems across our virtual mental health services.

Reporting to the EVP, Clinical Services, this newly created role will establish quality governance structures, performance measurement frameworks, incident management processes, and accreditation readiness programs that enhance service quality, safety, accessibility, responsiveness, and equity.

Key Responsibilities

Quality Improvement

• Design and implement organization-wide quality improvement frameworks.
• Develop quality governance structures, reporting processes, and improvement roadmaps.
• Lead and facilitate quality improvement initiatives using evidence-based methodologies (e.g., PDSA cycles).
• Build internal quality improvement capacity through coaching, training, and consultation.
• Conduct quality assessments and support ongoing evaluation of programs and services.
• Establish scalable quality improvement management infrastructure.

Performance Measurement & Analytics

• Develop and monitor key quality indicators related to safety, access, effectiveness, client experience, equity, and workforce wellness.
• Build dashboards and reporting tools to support decision-making.
• Analyze trends, identify risks and opportunities, and drive data-informed improvements.
• Coordinate quality reporting requirements for leadership, accreditation bodies, regulators, and funders.

Client Safety & Incident Management

• Develop and implement a comprehensive incident reporting, safety managment system.
• Lead incident reviews, root cause analyses, and improvement action planning.
• Foster a culture of safety, transparency, and organizational learning.
• Ensure compliance with safety reporting requirements and integrate findings into organizational improvement efforts and KHP’s ERM.

Accreditation & Regulatory Readiness

• Lead accreditation initiatives, including gap analyses, remediation planning, and readiness activities.
• Monitor evolving standards, legislation and best practices in e-mental health, crisis services, and youth mental health delivery.
• Develop and maintain quality policies, procedures, and documentation.
• Embed accreditation standards into day-to-day operations and audit processes.

Organizational Leadership & Collaboration

• Partner with clinical, operational, digital, and analytics teams to embed quality and safety practices.
• Participate in cross-functional planning and organizational response activities.
• Promote a culture of accountability, continuous improvement, and client-centred care.

Qualifications

Required

• Master’s degree in Public Health, Health Administration, Data Science, or a related field (equivalent education in Social Work, Psychology, or health/human services disciplines will be considered).
• 5–7 years of experience in quality improvement, patient safety, or clinical quality, including at least 3 years in healthcare, mental health, or social services.
• Experience leading quality improvement initiatives, incident investigations, and root cause analyses.
• Strong knowledge of quality measurement, performance indicators, and data-driven improvement.
• Excellent facilitation, stakeholder engagement, and change management skills.
• Strong analytical and communication abilities, including presenting findings to clinical and governance audiences.
• Familiarity with call centre, crisis service, digital service, or e-mental health environments.
• Clinical or direct-service experience in mental health, crisis intervention, or youth-serving organizations

Assets

• Bilingual French and English
• Patient Safety certification (e.g., CPSI, IHI Open School).
• Risk Management designation (e.g., CPHRM).
• Data analytics expertise, including Power BI or statistical process control.
• Knowledge of Canadian privacy legislation (PHIPA, PIPEDA) and relevant accreditation frameworks.

Don’t meet every qualification listed? Studies often report equity-deserving people are less likely to apply for jobs unless they meet every requirement. KHP is dedicated to building a more diverse, inclusive and authentic workplace, so if you’re excited about this role, but your experience doesn’t align with every qualification, we welcome you to apply anyway. You may have the qualifications / experience for this role or other opportunities at KHP!

The application process

To apply for this opportunity, you can tap the “Apply” button on this page and follow the on-screen instructions.

Inclusion, Diversity, Equity and Accessibility (IDEA)

KHP has a role to play in effecting social change and advancing equity. This is why the practice of IDEA is critical to us. KHP has a long history of celebrating and advancing IDEA through our tailored programs, services, policies, initiatives and task forces with contributions and leadership from teams across the organization. We will not waver on these commitments and will continue leading the way in making the workplace, and the world young people live in, more inclusive, diverse, equitable and accessible.

We believe it’s 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 can foster the inclusion and amplification of voices that have been, and continue to be, underrepresented.

As such, we welcome applicants from equity-deserving communities (e.g. Indigenous Peoples, racialized persons, persons with disabilities, women, 2SLGBTQ+ individuals, etc.). We strongly believe that alleviating the underrepresentation of equity-deserving groups will help create a stronger KHP and help us better support the needs of youth from coast to coast to coast.

To learn more about how we are committed to advancing IDEA, you can explore KHP’s IDEA 2023–2027 Strategy and Action Plan.

Accommodations

KHP welcomes applications from people living with disabilities. Reasonable accommodations are available upon request during any phase of the application / hiring process. If you’re contacted about an opportunity, you can reply and let us know if you require accommodations at any time.

Compensation and benefits

Salaries at KHP are determined by candidate experience, qualifications and specific skill sets, as well as market and operational considerations. Potential benefits at KHP include:

• Hybrid work model
• Comprehensive benefits program
• CAAT Pension Plan
• Employee and Family Assistance Program
• Wellness initiatives and recognition programs
• Emergency Travel Assistance

Candidate verification

The successful candidate for this opportunity will be asked to complete a background screen, which may include criminal, credit, employment and educational checks.

Privacy

KHP cares about your privacy! We’re required to save select information about opportunities, applications and interviews for set periods of time. To learn more, you can explore KHP’s Privacy Policy or contact us using our general form.

Message to agencies

The submission of unsolicited referrals and / or resumes by anyone other than a candidate directly to KHP is deemed gratuitous. KHP won’t be obligated or bound in any way to pay a referral or any other fee if a person referred to us from a source other than a direct candidate is subsequently hired.