Position Overview:

We are seeking a skilled and empathetic Painlink Help Line Program Manager with a background in counselling to review and enhance our chronic pain health navigation and self-management support phone line. The consultant will manage and assess the current program, identify areas for improvement, and develop an improved framework that optimises service delivery, enhances consumer outcomes, and ensures a compassionate and supportive experience for callers.

Scope of Work

Program Review and Assessment:

• Conduct a thorough review of the current Painlink phone line, including policies, procedures, and caller experiences.
• Analyse data, call logs, and feedback from both callers and health navigation staff to identify strengths and areas needing improvement.
• Evaluate the training, support, and resources available to health navigation volunteers and staff.

Stakeholder Engagement:

• Engage with key stakeholders, including Painlink volunteers, health navigation experts, healthcare providers, and end-users, to gather insights and suggestions for program improvement.
• Facilitate focus groups or interviews with stakeholders to understand their perspectives and needs.
• Engage with appropriate stakeholders at acute care services such as Lifeline.

Best Practices Research:

• Research best practices in chronic pain health navigation, chronic pain self-management and telephonic counselling services.
• Identify successful models and strategies from similar programs and organisations.

Program Development:

• Develop a comprehensive plan to enhance the chronic pain health navigation phone line, focusing on improving consumer outcomes, caller experience, and staff/volunteer support.
• Create or update protocols, procedures, and training materials based on findings and best practices, including standard responses for FAQs.
• Propose innovative solutions to address identified gaps and challenges.
• Suggest appropriate technical upgrades, infrastructure and integrations to improve the service. This includes technical solutions to support the call back service, including an opportunity for callers to self select their appropriate call back time (e.g. integration with calenderly)
• Investigate other innovative solutions such as web chat and AI opportunities.

Staff Training and Support:

• Design and deliver training sessions for volunteers and support staff to improve their counselling skills, knowledge of chronic pain management and healthcare navigation, and ability to provide empathetic support.
• Develop resources and tools to assist staff in their daily interactions with callers, including common questions and standard responses, tools for de-escalation and chronic pain self-management advice.
• Develop processes for assessment and referral for high risk callers to acute care services (e.g. Lifeline).
• Integrate appropriate clinical note keeping and reporting procedures.

Evaluation and Reporting:

• Develop metrics and evaluation methods to monitor the effectiveness of the enhanced program.
• Provide regular progress reports to the General Manager and other relevant stakeholders.
• Prepare a final report summarising findings, recommendations, and outcomes of the project.

Qualifications

• Education: A qualification in psychology, counselling, social work, or a related field.

• Experience:

  • Proven experience in counselling or providing support to individuals with chronic pain or similar health conditions.
  • Experience in program evaluation, management and development.

• Skills:

  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Ability to engage with diverse stakeholders and build strong relationships.
  • Knowledge of best practices in chronic pain self-management and health navigation services.

• Personal Attributes:

  • Empathetic and patient-centered approach.
  • Ability to work independently and manage multiple tasks.
  • Commitment to improving the quality of life for individuals with chronic pain.

How to Apply:

To submit your application please click 'Apply Now' by the closing date.

Chronic Pain Australia is an equal opportunity employer. We encourage applications from candidates of all backgrounds and experiences.