Basic Information

Ref Number


Primary Location




Job Type

Business Process Outsourcing

Work Style

On Site

Description and Requirements


Direct supervision of staff: 60%

  • Provide clinical supervision, consultation, direction, feedback and coaching to a team of counsellors.
  • Conduct monthly one-on-one meetings with telecounsellors to review performance standards, provide coaching and case consultation, and conduct joint problem solving within any of these areas.
  • Establish, with the employee, performance goals and action plans.
  • Schedule and conduct yearly performance appraisals.
  • Assist in recruitment and selection of new hires; provide training, coaching, and performance management.
  • Deal effectively with employees in crisis or urgent situations whether work or non-work related.
  • In the event of non-suitability or operational demand, plan (in coordination with the Clinical Manager) and conduct the employment termination of an employee.
  • Assist in design and facilitate team training sessions to develop specific knowledge or competencies.
  • Conduct monthly team meetings to communicate business goals, share insights, brainstorm issues and improvements, build team by gaining consensus around critical issues.  

Project Management: 20%

  • Regular meetings with individuals/depts. for planning and launching projects.
  • In concert with other Morneau Shepell departments, operationalize programs at the Care Access Centre level.
  • Act as Subject Matter Expert on various projects.
  • Act as User Acceptance Tester on new launches.
  • In collaboration with Clinical Manager, development of policies and procedures for CAC.

Liaison with other departments and corporate clients: 5%

  • Make presentations to corporate clients current/potential clients.
  • Take part on various interdepartmental committees.
  • Presentations and meetings to other departments regarding issues related to CAC.

Provide assistance to other supervisors and their teams within the department: 10%

  • Provide back-up supervision for other teams when supervisors are absent/not available.
  • Peer supervision for other supervisors
  • Take leadership role in times of Disaster Recovery and understand Disaster protocols.
  • Occasional on-call duty as assigned by Clinical Manager

Other duties as assigned: 5%

  • Participate in weekly Supervisor Meetings
  • Lead monthly Team Meetings
  • Possibly take clinical overflow calls or tele counselling cases as assigned by Clinical Manager

Succeeding as a Clinical Supervisor will require the following core qualifications and skills.


  • Minimum of a master’s in counselling psychology, MPhil or equivalent  
  • Recognised qualification in Counselling Supervision is strongly preferred.


•Minimum 5 years combined clinical/supervisory experience.

•Local registration with professional body.

Clinical Knowledge and Skills:

•Strong screening skills for: substance abuse, depression, suicide risk, violence risk

•Strong intervention and counselling skills with population presenting in crisis and /or PTS symptoms

•Clinical understanding of individual/couple/family therapy, substance abuse, family violence

•Significant understanding of issues related to crisis intervention, addictions, family violence, harm to self or others, child abuse and depression.

•In-depth knowledge of a variety of clinical approaches, including brief and solution-focused therapies

•Knowledge of physical / sexual abuse responsibilities and legislation

•Sensitivity to workplace issues; ability to adapt communication style and 1) consult regarding work issues; 2) counsel regarding clinical issues; 3) coach regarding immediate skill development

•Clinical interventions in line with short-term model; client centred, and goal directed.

•Adheres to ethical, professional standards and Morneau Shepell conflict of interest requirements.

•Knowledge of MS Excel and MS Word.

Working Conditions:

•Works in an open office environment

•Some shift work may be required or extended hours may be required

•On call after hours and during weekend to provide clinical /operational consultation to CCCs

•May get calls on evenings/weekends to deal with staff issues or general CAC urgent issues. Also, may have work after hours to manage projects.

Additional Job Description

The Clinical Supervisor is responsible for the leadership and ongoing day-to-day direction and clinical supervision for the Tele Counsellors in a fast-paced crisis-line/chat contact centre environment.

Language Reference

EEO Statement

At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada.   We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

At TELUS International, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
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