CLIENT SUPPORT & ADMINISTRATION POSITION

Website: www.littlewindow.com.au

ABOUT THE ROLE:

Little Window is a unique private practice currently based in Yeronga, Brisbane.

We provide individual counselling for adults, couples, adolescents, children and families.

Our team is growing and we are seeking 2-3 new people to join our Client Support Team. We are a vibrant, busy, fast-paced practice and seeking an individual who can match the pace of our practice.

The Client Support Role (CST) is central to Little Window. You will be responsible for not only embodying the culture of Little Window and being the first contact point for our clients, but being able to efficiently navigate the many moving parts of supporting the business, the therapists, managers/directors, and all areas of administration/communications. Our CST work very hard and efficiently behind the scenes to ensure that our practice runs smoothly and our client care and level of operations is of the highest standard.

It is important to note that this is not a typical administration position as there are many specific nuances involved in working within a mental health service, therefore the person we are looking for would need to align with the core values of Little Window, possess a high level of emotional and social IQ to be able to effectively care for our clients, be energetic with a steady and containing presence, have the ability to have peripheral awareness of what is happening around them in the space at all times, be able to think on their feet, and be a flexible and reliable worker.

This role requires working very closely with others within the Client Support Team with regular and detailed communication to ensure effective team work and handovers on shift, as well as thorough client care. As our CST are often (however not required to be) students of psychology or social work, successful applicants will be team players and can support each other to cover and/or swap shifts during busy uni assessment and exam periods.

We are seeking people who would like to join us and step into this role for the long-term. There are opportunities for development, growth, and leadership on the team for individuals who are invested and are the right fit, as well as ongoing opportunities for training in mental health and psychology. If you believe you possess the right personality, skills and dedication for this role, we would love for you to apply with us.

OUR RECRUITMENT PROCESS:

Our recruitment process is thorough and extensive with many stages of trials, training, assessment, feedback, role-play and training before you are offered a position with us. This can take anywhere between 2-6 months to complete. We place great emphasis and resources into determining the right fit for the role and for our team.
Please note that if you are a current or previous client, you will not be able to apply to avoid any potential conflicts of interest.

ROSTERED HOURS:

We are seeking a flexible team member who is ideally seeking a minimum of 20 hours per week, and candidates with more than 20 hours availability is preferred. Availability to work a variety of shifts including early mornings (7:00am start) and late nights (9:15pm finish), as well as some Saturdays is required. Shifts are typically between 6 and 8 hours.

TASKS & RESPONSIBILITIES:

The position will encompass administration, management and therapy team support, client and space care for the practice, as well as 'project/individual portfolio' work to suit your strengths and areas of interest.

A lot of face-to-face contact, alongside phone, email and text communication will be had with our clients. Training and debriefing with the Practice Manager/s will be provided to have a general understanding of different therapy modalities to be able to manage intake calls and matching to the appropriate therapist, as well as to adequately support clients with complex mental health issues and managing more challenging interactions and situations such as risk assessment and crisis intervention.

Attention to detail and conscientiousness is absolutely essential in this role as many of the tasks require a high level of client support and care throughout the booking and counselling process, processing and following up payments, managing bookings and cancellations, managing extensive wait lists and filling up to 18 therapists' diaries, as well as being able to effectively hand over to your team mates for the next shift. The role also requires you to ensure the space (kitchen, wait room and therapy rooms) is tidy and ambient throughout your shift.

Each shift involves being across several simultaneous tasks while also holding a ‘front of house’ attitude (overseeing the overall running of the practice).

You will be working closely and collaboratively with a team of 6 other part-time client support team members, with up to 3-4 people on shift per day.

CST report to the Practice Manager/s.

Extensive training, skills support and ongoing self and professional development in the area of counselling, psychology and mental health is provided throughout your employment at Little Window.

REMUNERATION:

The casual hourly rate begins at $32.18 on week days and $45.05 on Saturdays, both of which increase after your 6-month integration period. 12% Superannuation is paid additionally.

BENEFITS AND PERKS:

Little Window offers a supportive working environment and team dynamic, and great opportunities for personal and professional growth and learning in the business operations and mental health field.

Our practice at Yeronga is in a quiet, leafy area, walking distance from the river and across the road from a park. We are also next door to an Italian restaurant which serves breakfast and great coffee. Every Wednesday morning there is a fresh produce farmers market around the corner.

We also offer:

Paperless practice with highly efficient systems.

Iced and warm tea for clients and team.

Lovely environment to work, learn and share with colleagues. We have a supportive, dynamic and fun team, with plenty of opportunities for social connection, which is unique in a private practice setting.

A break/tea room plus kitchen with full amenities, including high quality teas and espresso coffee machine.

Free street parking in Yeronga.

A high level of overall support in your role from the Practice Managers & Directors.

WHAT YOU WILL NEED TO SUCCEED:

Align with and embody the Little Window Values and awareness/understanding of social justice issues

Professional and friendly presentation and people skills with highly evolved interpersonal skills (telephone, email and face-to-face).

Ability to work harmoniously in a team; being inclusive, respectful, responsive, reflective, respectful and communicative with your co-workers is essential.

High level of organisational skills.

Calm, compassionate, level-headed and non-judgmental nature.

Quick and adaptable learner.

Ability to multi-task, prioritise tasks, and manage a busy and fast-paced work load.

Ability to hold several tasks in mind and be a good list-maker!

A ‘can-do’ attitude with a willingness to go above and beyond to do your job well.

Ability to take initiative, problem-solve, and confidently work independently.

Self aware with a strong willingness/openness to taking on feedback.

Strong work ethic, professionalism, enthusiasm, and focus.

High ethical standards regarding confidential data.

High degree of IT literacy.

Excellent verbal and written communication skills.

High level of attention to detail and conscientiousness in your work.

High standard of organisational skills; ability to multitask and prioritise varying types of roles and responsibilities; ability to plan ahead, to meet deadlines and think quickly on your feet.

Ability to be flexible and work calmly under busy and high stress situations.

Ability to be self-driven.

Availability and willingness to work at least one weekend day on a rotating roster (i.e., once per month or ever 3 weeks consistently).

Availability to cover shifts when team mates are unwell or have personal/study commitments.

Commitment to work with us long-term (minimum 2 years).

DESIRABLE QUALITIES:

• Interest in and experience working in mental health services

• Knowledge in mental health treatment

• Previous administration experience

• Experience with navigating and utilising Google Drive

TO APPLY:

We would like to begin training with new recruits as soon as possible.

Please email with the subject title "Application for Client Support Team position" to:

[email protected]

Please include in your application:

Cover letter.

CV.

Your availability: The current days/hours your are available to work; what study or other commitments you will have alongside working this position (be specific in terms of days and hours in the week you will be committed elsewhere); flexibility to work more hours if needed; and your ability to commit to the position for at least the next 2 years.

Two professional references that we can contact by phone (these references need to be individuals who were in a managerial position to you).

A short video (under 2 minutes) - (via google drive if possible for easy viewing - please allow unrestricted access so we can view your video) - introducing yourself (please feel free to share something interesting or surprising about yourself), your values and what unique personal attributes you could contribute to the Little Window team.

Please put your phone number at the bottom of your email for easy accessibility.

We are keen to fill the position soon, so we encourage you to apply as soon as you can as we may close the ad once we find the right candidates. Non-psychology/social work students are also welcome to apply.

For your application to be considered, you will need to include all of the above requirements.

TESTIMONIALS:

It is impossible to think of Little Window as simply a ‘workplace’. It is a community of kind, compassionate, and like-minded people where you are free to embrace your authenticity without fear of judgement. It is a culture that embraces individuality and guides you to grow both personally and professionally whilst also encouraging self-care. Little Window has taught me what a positive and healthy working environment truly is for which I am and will always be extremely grateful.

~ Ashley Van Den Heuvel, Senior Client Support Team

My time within the CST has been full of growth and support. This role is fast-paced and constantly evolving, which has given me so many opportunities to grow, learn, and challenge myself. I feel lucky to be part of a team that is not only like-minded and passionate, but also genuinely welcoming and kind. The atmosphere at Little Window makes such a difference—it's a beautiful, peaceful space that brings a sense of calm to even the busiest days. I’ve been encouraged to expand in my role, trusted with new responsibilities, and supported with flexibility and understanding as I navigate my postgraduate studies.

~ Taylor Nealon, Client Support Team