Chronic Pain Australia’s PainLink Helpline is a national callback service providing peer support and health care navigation assistance to people who experience chronic pain, carers, and professionals who work with people with chronic pain.

The role of Painlink Helpline & Peer Mentor Program Manager is primarily focused on supervising the volunteer PainLink Phone Consultants / Peer Mentors and will also include the recruitment and onboarding of volunteers. It will also involve workflow management to ensure calls and email enquires are handled in a timely, efficient and safe manner. You will also be required to manage any overflow when volunteer support is unavailable.

This position is critical in ensuring high-quality, empathetic care and consistent service delivery for health consumers.

Please note this role is a remote/work from home role, so we will accept applications Australia-wide.

KEY RESPONSIBILITIES

Clinical Supervision & Support

• Provide regular one-on-one and group supervision sessions to volunteer Phone Consultants / Peer Guides.
• Offer guidance on handling complex or distressed callers, including crisis intervention and de-escalation techniques.
• Ensure adherence to best practices, ethical guidelines, and organisational policies.

Volunteer Recruitment & Onboarding

• Develop and implement recruitment strategies to attract qualified and empathetic volunteers for both the Painlink Help Line Coordinators and the Pain Support Groups.
• Conduct interviews, background checks, and reference checks for potential volunteers.
• Oversee the onboarding process, including orientation, initial training, and ongoing education for all volunteers.

Training & Professional Development

• Create and maintain training materials covering chronic pain education, active listening skills, and appropriate triage procedures.
• Deliver workshops and group training sessions to enhance volunteer skills in areas relevant to their roles and interests.
• Coordinate continued professional development and training opportunities, leveraging internal and external expertise.

Quality Assurance & Program Improvement

• Monitor and evaluate call quality, providing feedback and coaching to volunteers.
• Collaborate with organisational leadership to identify areas for improvement and implement solutions to enhance service delivery.
• Maintain accurate records of volunteer performance, call metrics, and outcomes.

Stakeholder Engagement

• Foster relationships with external partners (e.g., Lifeline, community health services) to ensure seamless referrals and comprehensive support for callers.
• Communicate regularly with internal teams to align on organisational goals, share insights, and coordinate resources.

Administrative & Reporting Duties

• Manage volunteer scheduling to ensure adequate coverage of the help line.
• Prepare and present reports on call volume, volunteer performance, and program impact and drive operational reporting in line with our Queensland Health contract requirements.
• Support budget considerations related to volunteer training and resource needs.

REQUIREMENTS OF THE POSITION

Essential:

Education & Experience

• A degree in psychology, counselling, social work, or a related field.
• Demonstrated experience in clinical supervision, preferably within a volunteer-based or helpline setting.
• Experience in chronic pain management , health navigation or related healthcare fields is highly desirable.

Skills & Competencies

• Strong leadership and mentoring abilities, with a focus on volunteer engagement and retention.
• Excellent communication and interpersonal skills, capable of effectively guiding volunteers in challenging situations.
• Proficient in crisis intervention, de-escalation techniques, and empathetic listening.
• Extensive experience, qualifications and/or training in suicide prevention.
• Organised and detail-oriented, with the ability to manage multiple responsibilities and deadlines.
• Familiarity with telephonic or virtual support services, including a basic understanding of relevant technologies.

Personal Attributes

• Empathetic and patient-centred approach.
• Passion for improving the lives of individuals living with chronic pain.
• Commitment to maintaining a supportive and inclusive environment for both callers and volunteers.

Desirable

• You have lived experience with chronic pain (or care for someone with chronic pain) and participated in a Pain Management Program, Chronic Pain Education Program or a self-guided pain education course before

Please note! You will also be required to complete Working with Vulnerable People Check if this exists in the state you live in. If you live in a state that has this Check, it is a mandatory requirement of the role. Working with Vulnerable People Checks do not exist in some Australian states, so we will discuss this requirement with you in person.

A position description is attached.