Client Support & Administration Position

Client Support & Administration Position

Company: Little Window - Counselling, Psychology and Wellness Location: Yeronga Work Type: Casual Salary: $33.71 – $47.20 per hour On-site/Remote: On-site

Little Window is a private practice located in Yeronga, Brisbane, providing individual counselling for adults, couples, adolescents, children, and families. As our team expands, we are looking for two individuals to join our Client Support Team. This is a vibrant, busy, and fast-paced environment, and we seek someone who can match this pace.

The Client Support Role (CST) is fundamental to Little Window. You will be responsible for representing Little Window's culture and serving as the initial point of contact for clients. Additionally, you will efficiently manage the various aspects of supporting the business, therapists, managers/directors, and all administrative and communication functions. Our CST works diligently behind the scenes to ensure smooth practice operations and maintain the highest standards of client care and operational efficiency.

This is not a standard administration role; it involves specific considerations unique to a mental health service. The ideal candidate will align with Little Window's core values, possess a high emotional and social intelligence for effective client care, demonstrate energy with a steady and containing presence, maintain peripheral awareness of their surroundings at all times, be capable of thinking on their feet, and be a flexible and reliable worker.

This position requires close collaboration within the Client Support Team, with regular and detailed communication to ensure effective teamwork and shift handovers, as well as thorough client care. As CST members are often students of psychology or social work (though this is not a requirement), successful applicants will be team players capable of supporting each other to cover or swap shifts during busy university assessment and exam periods. We are seeking individuals interested in a long-term commitment to this role. Opportunities for development, growth, and leadership are available for invested individuals who are a good fit, alongside ongoing training in mental health and psychology. If you believe you have the right personality, skills, and dedication, we encourage you to apply.

Recruitment Process Our recruitment process is thorough and extensive, involving multiple stages of trials, training, assessment, feedback, role-play, and further training before an offer of employment is made. This process can take between 2 to 6 months to complete. Significant emphasis and resources are dedicated to ensuring the right fit for the role and our team.

Please note: Current or previous clients are unable to apply to avoid potential conflicts of interest.

Rostered Hours We are seeking a flexible team member ideally available for a minimum of 20 hours per week; candidates with availability exceeding 20 hours are preferred. Availability to work a range of shifts, including early mornings (starting at 7:00 am) and late evenings (finishing at 9:15 pm), as well as some Saturdays, is required. Shifts are typically between 6 and 8 hours in duration.

Tasks & Responsibilities This position will involve administration, management, and therapy team support, client and practice space care, and 'project/individual portfolio' work tailored to your strengths and interests.

You will engage in significant face-to-face client interaction, supplemented by phone, email, and text communication. Training and debriefing with the Practice Manager/s will be provided to foster a general understanding of different therapy modalities, enabling effective management of intake calls, matching clients to appropriate therapists, and adequately supporting clients with complex mental health issues. This includes managing challenging interactions and situations such as risk assessment and crisis intervention.

Attention to detail and conscientiousness are essential. Many tasks require a high level of client support and care throughout the booking and counselling process, including processing and following up on payments, managing bookings and cancellations, overseeing extensive wait lists, and managing the diaries of up to 18 therapists. Effective handovers to team members for the next shift are also crucial. You will also be responsible for ensuring the practice space (kitchen, waiting room, and therapy rooms) is tidy and ambient throughout your shift.

Each shift requires managing several simultaneous tasks while maintaining a 'front of house' attitude, overseeing the overall running of the practice. You will work closely and collaboratively with a team of 6 other part-time client support team members, with up to 3-4 individuals on shift daily.

CST members report to the Practice Manager/s. The role includes extensive training, skills support, and ongoing self and professional development.