User Support Specialist - Part Time

Senior Manager, Community Crisis Responders

Pay

$23.86/hour

Job type

Part-Time, Permanent, Remote working only

Location

Canada

The opportunity

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 User Support Specialist is responsible for providing general user and technical support for our texting department, including inquiries from internal (i.e., staff and volunteers) and external stakeholders (i.e., service users and the general public), and providing general technical and administrative support to the Texting Community team. It’ll take courage, collaboration, innovation, resilience and trust. If you’re interested in transforming e-mental health solutions with KHP, you can explore this opportunity today!

The responsibilities:

• Support technical and administrative aspects of the Crisis Responder recruitment pipeline (admissions, training, post-graduation processes, criminal background checks, exiting processes) across several tech platforms (Salesforce, Zendesk, etc.)
• Monitor and respond to requests received through the texting services helpdesk.
• Manage incoming ‘bug reports’ and ‘feature requests’ submitted by texting staff and volunteers
• Set up triggers to triage high-urgency confidential tickets to relevant service leaders (i.e., Coach/Supervisor feedback, misconduct, or complaints)
• Additional duties may include copy-editing for newsletters, liaising across departments to update resources, sitting on committees, building reports or dashboards and more.

The qualifications:

• A degree or diploma in applied social sciences, communications or any relevant field
• One (1) year of experience in customer service or technical support with strong troubleshooting, written communication, and problem diagnosis skills.
• Familiarity with CRM and volunteer management applications such as Salesforce, Okta, and Better Impact
• Preferred to possess an acceptable “Vulnerable Person Sector Criminal Reference Check” prior to starting employment.

Nice to have:

• Organizational and administrative skills
• Excellent communication skills and facilitation
• 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

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!

About KHP, Canada’s Unlock The Hope Youth Charity

Kids Help Phone (KHP) is Canada’s only free, national, 24/7, multilingual and confidential e-mental health service for youth to get help and Feel Out Loud. Since 1989, KHP has been the empowering, trusted changemaker giving young people’s feelings, big and small, a non-judgmental place to go through personalized well-being solutions. A made-in-Canada, global leader, KHP continually evolves by blending data, innovation and technology with real human support and clinical knowledge to unlock the hope young people need to thrive in their world. Explore help for all the feelings at KidsHelpPhone.ca .

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.

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 additional benefits at KHP include:

• Emergency Travel Assistance
• Wellness programs
• Recognition awards
• Employee and Family Assistance Program (EFAP)

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. All offers of employment are conditional on the receipt of satisfactory results of any applicable check.

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 .