Job Description

The Caregiver Support Specialist works within the Caregiver Support Program, supporting caregivers who are navigating complex and evolving health and social care situations.

This role involves responding to calls on the Caregiver Support Line, where caregivers require both emotional support and practical guidance to navigate the BC healthcare system. Calls are typically in-depth (averaging approximately 40 minutes) and may involve caregivers who are overwhelmed, uncertain, or managing significant changes in a loved one’s health.

This role focuses on system navigation, care coordination, and coordinated referrals across health, social, and community services. It requires strong judgment, the ability to assess needs, and comfort supporting individuals through complex situations.

This is not a direct personal care role.

This position is well suited to individuals with experience in case management, care coordination, or healthcare system navigation, including those with backgrounds in healthcare or social services who are looking for a non-clinical, support-focused role.

Key Responsibilities

Caregiver Support Line

• Provide real-time caregiver support including emotional support, system navigation, and care coordination
• Support caregivers in navigating the BC healthcare system, including understanding care pathways and accessing appropriate services
• Respond to a range of call types, from information and resource requests to complex and emotionally demanding situations
• Provide coordinated referrals to health, social, and community services
• Support caregivers in identifying priorities and next steps in evolving situations
• Maintain accurate and timely documentation in Salesforce or similar systems

Peer Support Groups

• Facilitate or co-facilitate caregiver peer support groups (virtual and in person)
• Provide support to volunteer facilitators as needed
• Contribute to a welcoming and inclusive group environment

Education & Community Engagement

• Support caregiver education initiatives, workshops, and outreach activities
• Participate in community engagement and partner connections
• Contribute to resource development and program improvement

Qualifications and Experience

• Degree or diploma in healthcare, social services, mental health, gerontology, or a related field, or equivalent experience
• 3+ years’ experience in health or social services, including system navigation, case management, or care coordination
• Demonstrated experience navigating healthcare or social service systems and coordinating referrals
• Experience working within or alongside the healthcare system (e.g., hospital, primary care, community health, nonprofit) is strongly valued
• Strong communication, assessment, and problem-solving skills
• Ability to manage emotionally complex conversations with sound judgment
• Experience facilitating groups is an asset
• Experience with documentation and databases (e.g., Salesforce) is an asset

Working Conditions

• Location: Victoria, BC (hybrid work model)
• Regular in-person work and local travel required
• Access to a reliable vehicle and valid driver’s license preferred
• Hours: Monday to Friday, 8:30 AM – 4:00 PM, with occasional evenings