Support Services Program Lead

Are you passionate about social mission organizations? Do you have a passion for building effective and responsive support programs? Are you keen to ensure meaningful and rewarding experiences for program clients and volunteers? 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 Program Lead is accountable to the Support Services Director for providing on-going management of Pain BC’s Support Services programs. This role provides leadership to staff and volunteers and develops and manages Pain BC’s Support Services programs. The Support Services Program Lead also provides direct support to clients, conducts program intakes and liaises with community stakeholders.

The primary purpose for the Support Services Program Lead role is to apply a clinical and coaching lens and high-touch relationship management 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 management – Responsible for planning, organizing, daily operations monitoring, reporting on and evaluating Support Services programs as delegated by the Director of Support Services.
  • 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 the 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 7 years’ clinical experience in social work, counselling, psychology, nursing or a 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, and abilities
  • Counselling and/or coaching skills
  • Leading volunteers (or staff)
  • Managing programs – planning, organizing, operationalizing, monitoring and reporting
  • Relationship management
  • Problem 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 1 FTE position (37.5 hours per week) position. 

The compensation range for this position is $55,000 to $83,000 per annum with a competitive benefits package, including RRSP matching and 4 weeks paid vacation per calendar year.

This role requires in-office working hours; the successful candidate must live in the Lower Mainland.

Pain BC invites applications from underrepresented communities, including communities of colour, Indigenous communities, and LGBTQ2S communities.

To apply:

This posting will remain open until the position is filled. Only those candidates selected for an interview will be contacted.

Specific inquiries about this posting can be sent to Dorota Hedzelek, Director, Support Services at

To learn more about Pain BC, please see or