Support Services Program Lead

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 excited by the idea of supporting volunteers in hosting support groups across the province? This might be the job for you.

Pain BC is a registered charity whose mission is to enhance the well-being of all people living with pain through empowerment, care, education and innovation. Our priorities include prevention and early intervention, education and empowerment, health care practice improvement and systems change, as well as stigma reduction and research.

Major duties and responsibilities

The Support Services Program Lead is accountable to the Director of Support Services for the continuous improvement and delivery of all services pertaining to Pain BC’s Coaching for Health (C4H) program. The C4H program is a free telephone coaching program designed to help people living with pain learn self-management skills, regain function and improve their well-being. It has been shown to improve patients’ confidence as active participants in their own health.

The primary purpose for the Support Services Program Lead role is to ensure that the program is delivered in a safe, consultative, trauma-informed, and evidence-based manner. This includes supporting our volunteer coaches by responding to ad-hoc requests, running debrief sessions, and monitoring the quality of coaching being provided. The Lead also oversees the client journey from referral, through pairing and delivery, to evaluation. The role contributes to the evolution of the portfolio and Pain BC’s leadership role in transforming the way pain is understood and treated. 

  • Program delivery – Is responsible for the day-to-day operation of the Coaching for Health program, receiving client referrals, pairing coaches with clients, providing support to coaches and clients.
  • Program design – Works with the guidance of the Support Services Director to drive continuous improvement in the C4H program’s impact, cost, scope, or quality of service.
  • Coach support – Responds to ad-hoc requests from volunteer coaches. Runs individual and group debrief sessions to provide clinical guidance to coaches and share best practices. Educates coaches by organizing additional training opportunities and by managing the delivery of the annual coach training. Oversees the quality of coach notes and addresses any gaps in coach skills.
  • Client support – Responds to ad-hoc requests from clients. Manages the pipeline from referral to pairing and completion, ensuring that service levels are maintained.
  • Program quality and engagement – Ensures high quality of program delivery including client support, case documentation, process documentation, risk mitigation and continuous improvement. Conducts group video educational sessions regarding popular Coaching for Health questions or topics. Works with colleagues to increase the reach of the program.
  • Practicum student coordination – Provides a positive experience across the span of student practica, from training, ongoing clinical and coaching support, through evaluation and departure.
  • Relationship management – Fosters and maintains relationships with internal and external stakeholders and partners including community and health care organizations.
  • Support services – Provides support to other colleagues in the delivery of the other Support Services programs on a needs basis, as directed by the Director ofSupport Services.

Requirements and qualifications


  • A university degree in social work or equivalent experience


  • Minimum 4 years’ experience in social work, counselling, psychology, or related discipline
  • Minimum 2 years’ experience supervising volunteers
  • Experience in remote service delivery required

Key Skills, knowledge and abilities 

  • Social work clinical skills, including crisis counselling, brief therapeutic interventions, and helping clients manage loss and grief
  • Comprehensive knowledge and understanding of emotional and mental health issues related to illness, injury, as well as cultural dynamics
  • Ability to use initiative and exercise judgement as required
  • Ability to work independently on complex matters
  • Knowledge of community resources, such as social, health and welfare programs, legislation, and policies
  • Demonstrated ability to assess a client’s situation, needs, and risk on the biological, psychological, social, and spiritual dimensions
  • Understand the frameworks used by various healthcare disciplines
  • Relationship management
  • Quality & continuous improvement
  • Problem solving & decision making
  • Communication skills (across various stakeholder groups)
  • Foreign language capacity an asset

Compensation and work context

This is a full-time, permanent position. The compensation range for this position is $60,000 to $75,000 per annum with a competitive benefits package, including RRSP matching and four weeks of paid vacation per annum. We are targeting a salary of $63,000 for this position but will consider experience and skills.

Due to the COVID-19 pandemic, the successful candidate will work remotely from their home. 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 for internet and phone service if the successful candidate will be required to work from home.

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 Magdalena, Director of Support Services at This posting will remain available until the position is filled. Only those candidates selected for an interview will be contacted.

To learn more about Pain BC, please see or