Process for Change

Enhancing the ability to meet the evolving needs of young people


The challenges kids face and the ways they want to receive support are constantly changing. As the biggest support line in the country, Kids Help Phone must have the organizational infrastructure to adapt quickly and keep up with the changing needs of the young people they support.

If Kids Help Phone doesn’t keep up, kids won’t reach out – which puts the health and wellness of millions of kids across Canada at risk. However, change is hard and it is very common for organizations to encounter barriers to change.

Capitalize for Kids worked with Kids Help Phone to build their capacity to meet the ever-evolving needs of their users.

Our Goal

Our goal was to design and implement a process for change at Kids Help Phone.

Our Solution

We implemented three key enablers of change including focused goals and initiatives, standardized project management, and an empowered culture.

3.5 Million

Kids engaged annually by 2021.


Increased engagement from 2017.


Guide and Resources Download

Download our guide to implementing a process for change at your agency. Also includes tools for:

Project Management Template
Goals and Initiatives Tool



Vinay Shandal
Kartik Kamat
Ariel Koschitzky

Lazaridis School of Business and Economics at Wilfrid Laurier University

Srin Sridharan
Samantha Sells
Shaiyan Khan


Bill Webb
Jeff Clapp
The Brad and Sara Dunkley Foundation
Quentin Broad


Please note that our organization does not directly provide mental health services. To find a Children's Mental Health Centre in Ontario, click here. If you are in a crisis, please call 911 or go to your nearest Emergency Department.