Support Services Lead (Temporary)

Are you passionate about social mission organizations? Are you a social worker or counsellor that wants to make a difference to people living in pain? Are you looking for a shorter-term contract with potential for longer-term employment? Are you excited by the idea of delivering different programs and helping them grow to help even more people? This might be the job for you.

Pain BC is a collaborative provincial non-profit organization working to improve the lives of the 1 in 5 British Columbians living with chronic pain.  Our priorities include prevention and early intervention, education and empowerment, health care practice improvement and systems change, as well as stigma reduction and research. 

Partnerships are the cornerstone of our organization; we catalyze strategic alliances with other non-profits, government, health authorities, patient groups, research institutions and the business sector in order to advance our mission. 

Major duties and responsibilities

The Support Services Lead is accountable to the Support Services Director for providing on-going management of Pain BC’s Support Services programs. This role includes both the leadership of staff and volunteers as well as the delivery of Pain BC’s Support Services programs. The Support Services Lead also provides direct support to clients, conducts program intakes and liaises with community stakeholders.

This is a six-month contract which Pain BC intends to turn into a permanent position once the required longer-term funding is secured.

The primary purpose for the Support Services Lead role is to ensure the consistent and high quality of Support Service programs, including rewarding experiences for program clients and volunteers. The role contributes to the evolution of the portfolio and serves Pain BC’s leadership role in transforming the way pain is understood and treated. Specific responsibilities include:

  • Volunteer management – Provides a positive experience across the volunteer life-cycle, from recruitment and selection, training, ongoing clinical and coaching support, through evaluation and departure. Volunteers may include coaches, group facilitators and phone line support volunteers/staff.
  • Client intake and support – Responsible for reviewing referrals from licensed professionals, conducting intake assessments, pairing clients with support services volunteers, and complex case support and management.
  • Program delivery – Responsible for organizing, daily operations monitoring, reporting on and evaluating of Support Services programs as delegated by the Director of Support Services (for example, Pain Support Line, Coaching for Health, Pain Support and Wellness Groups & Pediatric Coaching).
  • Program quality – Ensures the quality of programs including volunteer training and support, documentation, risk mitigation and continual improvement. Collection, analysis and interpretation of program specific data to inform quality assurance and program development.
  • Program development – In collaboration with Support Services team, plays an active role in program systems development and ongoing evolution.
  • Relationship management – Fosters and maintains relationships with external stakeholders and partners including program referral sources, community and health care organizations.

Requirements and qualifications


  • A university degree in social work, counselling, psychology, nursing, or related discipline. Master’s degree preferred.

  • Coaching qualification from an accredited ICF institute an asset


  • Minimum 5 years clinical experience in social work, counselling, psychology, ursing or related discipline.
  • Minimum 5 years experience managing programs required
  • Minimum 5 years experience leading volunteers or staff required
  • Clinical supervisory experience an asset

Key skills, knowledge, abilities

  • Counselling and/or coaching skills
  • Leading volunteers (or staff)
  • Managing programs – planning, organizing, operationalizing, monitoring and reporting
  • Relationship management
  • Quality & continuous improvement
  • Problems solving & decision making
  • Communication (across various stakeholder groups)
  • Knowledge of related community programs/resources

Reports to

  •  Director, Support Services

Compensation and work context

This is a six-month, 1 FTE (37.5 hours per week) position. 

The compensation range for this position is $58,000 to $68,000 per annum with a competitive benefits package, including RRSP matching and 2 weeks paid vacation.

The successful candidate will work from the Pain BC offices for the duration of their probation period. After the probation period has passed, and based on the requirements of the work, working from home a few days a week is an option for this position.

The successful candidate will need to provide their own home office and be responsible for providing their own computer and phone. A stipend will be provided to cover internet and phone service if the successful candidate will be required to work from home.

Regular in-person meetings in the Lower Mainland are required.

Pain BC invites applications from underrepresented communities, including communities of colour, Indigenous communities, and LGBTQ+ communities.

To apply

Specific inquiries about this posting can be sent to Dorota Hedzelek, Director of Support Services at This posting closes at 5 pm on November 15, 2019.  Only those candidates selected for an interview will be contacted.

To learn more about Pain BC, please visit or