Edward (Ted) Kaiser




Profile Professional Recent Career Previous Career Education Personal
- Technology Management Vice President Youth Counsellor Project Management
- Business Management Founding Chairman Halfway House Counsellor Bachelor of Arts
- Project Management Webmaster Youth Group Coordinator Engineering
  - Human Resource Management        


An experienced senior manager who has successfully navigated a prominent, national organization through the storms of the IT, dot com and the non-profit environments. Has provided leadership in meeting bottom-line business objectives using skills of:

  • harnessing technology,
  • negotiating deals,
  • managing projects, and
  • inspiring people.

Frequently first in Canadian non-profit sector to identify and use new technologies.

  • Launched ground-breaking, award-winning websites in 1996, 2000, and 2002
  • Managed and expanded call center operations in successive projects in each of the past 5 years
  • Deployed powerful e-business technologies (including CRM, ecommerce, and workforce optimization) to give organization competitive edge in many key business activities
  • Cultivated partner and supplier relationships with leading technology providers to secure free and deeply discounted products and services
  • Motivated group of high-skilled performers to achieve repeated operational and project successes


Technology Management

  • Web Development and Production

    Has led the development of award-winning websites:
    2002 Relaunched youth site by securing and managing pro bono relationship with NineDots
    2002 Developed comprehensive corporate site, launched with new youth site
    2000 Launched Parent Help Line site, parentsinfo.sympatico.ca, with pro bono support of Cossette Interactive, won Applied Arts Information/Education Website Award
    1997 Created and manage sophisticated corporate intranet featuring Borderware Document Library, (first Canadian charity customer) Active Server Page applications, and discussion forums
    1996 Launched first national child and youth service website, kidshelp.sympatico.ca, won 13 awards, including Charity Village Webmaster Award

  • Call Centre Operations

    2002 Added Blue Pumpkin Director Enterprise and Activity Manager for improved call center workforce optimization
    2001 Added MCK Branch Extender equipment and T1 circuit to support connectivity of Montreal satellite call center to Toronto PBX and Symposium
    2000 Added Computer Talk Glacier IVR and expanded call center to support new Parent Help Line program, first Canadian charity customer to use this technology
    1999 Replaced aging equipment with Nortel Networks Option 11 PBX, Symposium Call Centre Server, and Meridian M3904 telephones for Y2K compatibility

  • E-Business Solutions

    Has successfully integrated the following technologies into daily business practices:
    2002 Built on Customer Relationship Management database by enabling internet-based credit card transaction processing to further support the highest level in customer service for monthly and other regular donors
    2001 Implemented wide area network access from offices across Canada to corporate Oracle and Microsoft SQL databases
    2001 Enabled web-based ecommerce to support online donations

Business Management

  • Strategy

    Budgeting Reduced capital and operating costs year over year continuously while increasing deliverables
    Planning Successfully put forward and won the approval of senior management and board of directors for technology expansion plans which have positioned Kids Help Phone at the leading edge of Canadian charities

    - IT department delegation policy adopted as a model for the whole organization
    - Created and implemented IT Policy framework for organization, portions integrated within overall Human Resource Policy

  • Partnerships

    Canadian Health Network Participated in successful application to become part of consortium forming the first Youth Affiliate of this national health information website
    Invest in Kids Foundation Joined with this prominent non-profit in creating Parent Help Line website and Interactive Voice Response message library featuring 250 messages written by prominent Canadian child health and behaviour experts

  • Suppliers

    Have carefully selected and cultivated the following supplier relationships:
    Hewlett-Packard Canada Secured donation of 46 servers, PCs and notebooks worth over $125,000
    Artez Interactive Gold standard in online fundraising, Artez technology drives the national, multimillion dollar Bell Walk for Kids fundraising event, first charity to contract for new E2RM product in 2002
    SofTrek / Ticketmaster IATS Leading Oracle-based PledgeMaker donations database now includes internet-based credit card processing pioneered by Ticketmaster and Kids Help Phone, first customer to use the technology and provided the only customer-based beta test site
    Blue Pumpkin Call center operations use leading workforce optimization suite: Director Enterprise used for scheduling; Kids Help Phone was one of 3 first and only customer sites to beta test new suite component Activity Manager, used for agent activity reporting, payroll integration and adherence management
    NineDots Leading international developer designed and built new youth site within the context of a pro bono supplier relationship

Project Management

  • 2002 Bell Walk for Kids
    Managed all IT aspects of highly complex fundraising project for first annual event which takes place in over 20 locations in Canada, including 2 separate but integrated web development subprojects, an IVR/transcript subproject, and internal database subproject

  • 2000 Parent Help Line
    Managed all IT aspects of highly complex service project involving numerous suppliers and partners towards the simultaneous launch of a new call center, new IVR message library, and new website in both English and French versions, another first in the Canadian charity sector

  • 1998 Violence Prevention Videos
    Created and managed innovative project to create unique online video tutorials in conflict resolution for youth featuring video sequences developed, scripted, filmed, and edited for publication to the web

  • 1996 Website Launch - kidshelp.sympatico.ca
    Participated in multi-company task force including Bell Canada, Medialinx Interactive and BBDO in the launch and marketing of Kids Help Phone's first national youth service, award-winning website

Human Resource Management

  • Hire
    Established first IT department in 1998, released middle managers, created new technical positions, hired young graduates
  • Retain
    Despite low salaries of non-profit sector, have retained systems support specialist for 3+ years, Oracle programmer/analyst for 2+ years, and web/print designer for 2+ years
  • Motivate
    Provided training for systems support specialist towards A+ certification, provided training for Oracle P/A towards OCP certification, have led department to repeated successes despite small size, annual employee satisfaction survey shows high ratings among IT staff

Recent Career

  • 1998 - 2002
    Vice President, Information Technology
    Kids Help Phone, Toronto
  • 1999 - 2002
    Founding Chair of the Board of Directors (volunteer position)
    Toronto Men's Health Network
  • 1995 - 1998
    Kids Help Phone, Toronto

Previous Career

  • 1990 - 1995
    Youth Counsellor
    Kids Help Phone, Toronto
  • 1987 - 1989
    Federal Parole Halfway House Counsellor
    Operation Springboard, Toronto
  • 1985 - 1986
    Special Education Non-Teaching Assistant
    Frontenac County Board of Education, Kingston
  • 1985
    Youth Group Coordinator
    Native Counselling Services of Alberta & Alberta Alcohol and Drug Abuse Commission, Grande Cache


  • 2002
    Fundamentals of Project Management
    Ryerson University, Toronto, Ontario
  • 1986 - 1990
    Bachelor of Applied Arts (Social Work)
    Ryerson University, Toronto, Ontario
  • 1981 - 1983
    Completed two years of Engineering degree
    Royal Military College, Kingston, Ontario


  • Member, Project Management Institute
  • Bilingual in English as a first language and French as second
  • National Association of Underwater Instructors, scuba diver
  • Enthusiastic and always learning parent of Angus and Cameron, born in 1992 and 1997 respectively
  • Own every single issue of WIRED magazine ever published
  • Currently playing: Neverwinter Nights, Unreal Tournament 2003