ABOUT PAIN BC
Pain BC is an internationally-regarded charitable organization working towards a future where no one is alone with pain. We enhance the well-being of people who live with pain through empowerment, care, education and innovation. Our roots are in BC, where we offer a range of programs with and for people who live with pain, run education programs for health professionals and where we work with partners to improve health and social systems. In addition to our BC operations, we are the creator and “backbone” of Pain Canada, a national action network comprised of diverse partners working collaboratively on the implementation of the Action Plan for Pain in Canada; through Pain Canada, we are scaling programs and impact from coast to coast to coast.
ABOUT THE ROLE
The Clinical Manager, Support Services Programs is accountable to the Director of Support Services for the effective management, continuous improvement, and delivery of services within Pain BC’s Support Services portfolio.
The primary purpose of this role is to provide direct supervision, performance management, and operational leadership to program staff across the Support Services portfolio. The Clinical Manager leads day-to-day operations, practice leadership, implementation, staff training, and quality improvement, and provides direct client support in exceptional circumstances (e.g., emergency coverage, complex case consultation that exceeds program staff scope, or critical incident response).
The Clinical Manager supports staff development through coaching, mentorship, and formal performance management; manages an assigned operating budget and resources; and contributes to a positive, collaborative, and culturally safe team environment. The Manager contributes to the evolution of the portfolio and to Pain BC’s leadership role in transforming the way pain is understood and treated. This is an excluded management position and is not part of the BCGEU bargaining unit.
WHAT YOU BRING
You’re an experienced clinical leader who brings sound ethical judgment and a steady, compassionate presence to a dynamic portfolio. You combine deep clinical knowledge of chronic pain, mental health and substance use with proven people-leadership skills — coaching, mentoring, and managing performance with care and clarity.
You’ll be energized by change and offer a steady hand in a continually evolving, remote-first environment. You bring a quality-improvement mindset, comfort managing budgets and resources, and the discernment to know when a situation requires escalation. You value culturally safe, client-centred care, model empathy, ethics and integrity, and have a demonstrated commitment to equity, diversity and inclusion — and you’re looking for an organization where alignment of values matters.
KEY RESULT AREAS
· People Management & Practice Leadership – Provides direct supervision, performance management, and practice leadership to assigned program staff. Conducts hiring in collaboration with HR and the Director of Support Services, including screening, interviewing, reference checks, and offers. Leads formal performance management for direct reports, including goal-setting, ongoing feedback, annual reviews and ratings, development planning, and progressive discipline. Approves vacation, leave, and absence requests for direct reports, consistent with the collective agreement and Pain BC policy. Administers the collective agreement in respect of direct reports, including informal complaint handling and Step 1 grievance response, in consultation with HR. Manages scheduling, workload distribution, and coverage planning to ensure continuity of service and timely response to client needs. Provides mentorship and coaching, including complex case consultation, risk assessment support, and support during crisis response and critical incident debriefing. Identifies learning needs and coordinates training, orientation, and in-service education for the team. Ensures adherence to professional standards, ethical guidelines, privacy and confidentiality requirements, and trauma-informed and culturally safe practice across program delivery.
· Program Management, Implementation & Delivery – Leads the design, implementation, delivery, and refinement of programs and services in collaboration with the Director and program staff. Identifies service gaps and operationalizes program improvements based on client and community needs. Leads the integration of evidence-informed and best practices into programming, tools, and workflows. Coordinates implementation activities across multiple programs to support consistency and quality across the portfolio. Develops and maintains policies, procedures, and practice guidelines in collaboration with the Director. Represents the Support Services portfolio on cross-functional initiatives and contributes to operational and strategic discussions.
· Quality Improvement & Evaluation – Uses data, feedback, and staff and client input to drive continuous quality improvement — monitoring outcomes, identifying opportunities for change, leading improvements, and reviewing impact over time. Plans and leads QI audits and ensures follow-up actions are implemented. Promotes consistent and timely documentation and ensures practice improvements strengthen quality, safety, and client experience. Reports on portfolio performance, quality metrics, and operational risks to the Director.
· Resource & Budget Management – Manages the assigned operating budget for designated programs, in collaboration with the Director and Finance. Plans, forecasts, and monitors expenditures; identifies variances and recommends corrective action. Authorizes operational expenditures within delegated signing authority limits. Identifies resource needs (staffing, technology, training, contracted services) and develops business cases for the Director. Manages contractor and vendor relationships within scope, consistent with Pain BC procurement and HR practices.
· Collaboration & Stakeholder Engagement – Works collaboratively with internal teams and external partners (e.g., health authorities, community agencies, partners in care) to support coordinated service delivery. Represents the organization in case conferences, committees, and community tables. Supports coordinated care and service integration by strengthening referral pathways and collaboration. Participates in Pain BC’s operational leadership or working groups as designated by the Director.
· Client Support – Responds to escalated referrals and provides direct support to clients and volunteers as required. Provides clinical consultation, risk assessment, safety planning, and crisis response leadership, consistent with program protocols and professional scope of practice. Ensures timely and accurate clinical documentation consistent with professional standards.
POSITION REQUIREMENTS
EDUCATION
- Master’s degree in a relevant social sciences discipline (Social Work, Counselling Psychology, or Clinical Psychology) from a recognized program.
- Registration and good standing with an applicable professional regulatory body in British Columbia (e.g., BCCSW or BCACC).
EXPERIENCE
- Minimum 6 years of recent, related direct clinical counselling and/or social work practice experience.
- Minimum 2 years of management or supervisory experience required; experience managing or supervising a unionized team an asset.
- Experience working with chronic pain, mental health and/or substance use issues.
- Experience working in non-profit and/or community-based settings.
KEY KNOWLEDGE, SKILLS AND ABILITIES
- Comprehensive clinical knowledge and ethical judgment related to chronic pain and the emotional and mental health issues associated with illness, injury, and cultural dynamics.
- Clinical skills including crisis counselling, brief therapeutic interventions, and supporting clients in managing loss and grief.
- Demonstrated experience in performance management, including managing performance concerns, conducting reviews, and supporting professional development.
- Experience administering a collective agreement and managing an operating budget (an asset).
- Strong collaboration and communication skills across diverse groups, including clients, program teams, external partners, the Board of Directors, and senior leadership.
- Commitment to equity, inclusion, and client-centred care.
- Adaptability, resilience, and the ability to support and lead change management.
- A quality improvement mindset, with the ability to initiate new programs or tailor existing ones.
- Ability to participate effectively in operational leadership and strategic discussions.
WORK BEHAVIOURS
- Cultivates positive working relationships (internally and externally) based on shared goals.
- Ensures excellence in the development and implementation of programs, services and initiatives.
- Demonstrates an adaptive approach, assessing and responding to emerging realities.
- Encourages teamwork and collaboration.
- Demonstrates empathy and responsiveness to internal and external interest-holders.
- Promotes a safe and healthy work environment.
KEY RELATIONSHIPS
- Reports to the Director of Support Services.
- Provides direct supervision to program staff.
- Collaborates with HR, Finance, and Operations leadership on people and resource matters.
- Works collaboratively with other Managers and Directors across the organization.
- Encourages and facilitates the engagement of people with lived experience.
SALARY, HOURS AND LOCATION OF WORK
This is a full-time (37.5 hours per week), primarily work-from-home position, with some travel for in-person meetings within the Lower Mainland, across BC and, on occasion, elsewhere in Canada. This is an excluded management role and is not part of the BCGEU bargaining unit.
Salary Range: $92,000 to $107,000 per year.
Pain BC offers a competitive benefits package including four weeks of paid vacation, health and dental coverage with a flexible health spending account, a remote-work stipend and an employer-provided RRSP match.
Pain BC is committed to the principles and practices of an inclusive and equitable employer. We encourage applicants from communities which are structurally marginalized based on race, religion, nationality, sex, age, disability, sexual orientation, gender identity and/or expression.
Pay: $92,000.00-$107,000.00 per year
Application question(s):
- Are you willing and able to work remotely?
Education:
- Master's Degree (required)
Licence/Certification:
- registration with a reg body in BC (e.g., BCCSW or BCACC)? (required)
Location:
- British Columbia (required)
Work Location: Remote
