Kids Help Phone

This job is no longer available.


Dec 09, 2018
Vancouver & Lower Mainland, British Columbia

Counsellor- Full-time
(6-month contract with possibility to extend)

Location: Vancouver Office

Rate of pay: $25.23 per hour
Full-time (VFT-1) - evening

Rotation 1: Sunday, Wednesday, Thursday, Friday
The shift is eight (8) hours long, seven (7) hours paid, starting at 3:30 p.m. (PDT) and ending eight (8) hours later at 11:30 p.m. (PDT)

Rotation 2: Wednesday, Thursday, Friday, Saturday
The shift is eight (8) hours long, seven (7) hours paid, starting at 3:30 p.m. (PDT) and ending eight (8) hours later at 11:30 p.m. (PDT)

Rotation 3: Sunday, Wednesday, Thursday, Friday, Saturday
The shift is eight (8) hours long, seven (7) hours paid, starting at 3:30 p.m. (PDT) and ending eight (8) hours later at 11:30 p.m. (PDT)

Hours per week paid: 30.33

Applicants must be available to work shifts as posted. Shift schedules may be revised on review of service needs. Please note that we hope to fill all shifts, but only if operationally possible.

Mandatory training for 1 week February 11-15, 2019 (time to be confirmed)


Kids Help Phone Counsellors are responsible to provide professional counselling services to youth as they define themselves in a single session phone and live chat format as part of our 24/7 national services. Counsellors support and contribute to Kids Help Phone’s commitment to leadership, excellence, strength based and anti-oppressive practices along with the organization’s mission, values and strategic initiatives
Counsellors are making a difference every day in the lives of our service users by providing a safe and encouraging environment in which service users are empowered to make their own decisions. Counsellors assist our service users by offering them a structured and focused way of addressing their problems and when necessary, referring service users to other organizations.


Provide counselling services:
• Telephone and chat counselling, in the moment support and crisis counselling in a supportive, ethical, professional manner, respecting and endorsing diversity,
• Assessment of client’s situations to ensure appropriate counselling methodologies and actions, particularly within the context of duty to report,
• Maintain a counselling model and structure within every session with our service users
• Use different counselling methodologies to address a variety of client needs including solution building, insight generation, action planning, information and referrals and de-escalating crisis situations,
• Adhere to ethical, counselling and legal standards which govern service delivery as well as applicable policies, guidelines and laws which apply to the organization, territories or provinces in which a client reside,
• Appropriately refer clients to resources within our national database
• Ability to work with clients of all ages presenting with situations of crisis, mental health symptoms, family/peer related concerns, life transition concerns impacting their wellbeing or wellbeing of those around them,
• Incorporate into practice strength-based, person centered theory, solution focused, narrative and crisis intervention models.
Support direct service
• Completing required documentation to support direct service offered to clients,
• Demonstrate commitment to excellent through participation in activities such as training, supervision, coaching, clinical consultations, staff meetings, shift debriefs, and other professional development activities to maintain high quality service and performance standards,
• Actively review skills and performance, both operational and clinical to ensure standards are upheld,
• Maintain a sound knowledge of various national and provincial laws affecting the lives of children and young people at risk to provide sound decision making support regarding appropriate and relevant referral to community authorities,
• Share areas of expertise and participate in developing resources for the department
• Flexible with regards to schedule – may be required to work at flexible start times to support the needs of the client volume intervals and Kids Help Phone mission,
• Perform other functional related duties or instructions as requested by managers
• Ability to work in a simulated call center environment from a remote work location,
• Represent Kids Help Phone programs in a variety of venues, e.g. organizational meetings, educational settings, media, in revenue development opportunities.


• University degree in social work, psychology, sexology, psycho-education or relevant discipline. Member of a professional order, an asset.
• Fluently bilingual in English and French, an asset both verbal and written
• Minimum three years of relevant experience in a social service sector
• Demonstrated experience in clinical counselling and crisis intervention (telephone and online counselling preferred)
• Excellent communication skills, with the ability to create and maintain trusting relationships with youth as they define themselves
• The ability to engage clients in non-judgmental problem solving
• Knowledge of laws and services directly impacting the lives of children and youth in Canada

Skills and personal attributes:

• Competent in using various methods of contact such as telephone and live chat.
• Excellent communication and non-judgmental problem solving skills,
• Ability to create and maintain trusting relationships
• The ability to analyze situations, make appropriate decisions concerning clients’ needs and provide appropriate counselling service
• Knowledge of client centered counselling, crisis intervention principles and techniques, models of brief solution focused and narrative therapy
• Ability to work in a fast pace environment
• Ability to problem-solve minor software and hardware issues
• Flexibility and willingness to work in a 24/7 center
• Demonstrated ability to work in a multi-disciplinary team, independently
• Ability to work with colleagues and managers in remote locations
• Ability support a culture that fosters high standards of ethics
• Openness to new organizations structures, procedures and technology


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_counsellorVFT-1

This posting will close on Sunday, December 9, 2018.

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


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 (available nationwide by the end of 2018) 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.

Accredited member, Imagine Canada Standards Program.

Kids Help Phone is committed to an inclusive, equitable and accessible workplace. We welcome applications from visible minority group members, women, Aboriginal persons, persons with disabilities, members of sexual minority groups, and others who respect and reflect the diversity of service users.

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