About the role

The Admin and Membership Officer plays a pivotal role in supporting PACFA's mission by enhancing member recruitment and retention. Reporting to the Team Leader, Member Services, this position involves providing exceptional customer service, streamlining member services, and assisting with administrative tasks.

The Admin and Membership Officer will be a key point of contact for our most important stakeholders: our Registrants and Members. This role involves providing assistance with new applications and renewals, offering administrative support to Registrants, Private Health providers, and other stakeholders, and working closely with the CEO and the Operations team on various administrative tasks.

Organisational purpose

The Psychotherapy and Counselling Federation of Australia (PACFA) is the leading professional organization for the counselling and psychotherapy field in Australia, representing nearly 10,000 members nationwide. PACFA exists to support its members and the community by regulating the training and practice of Psychotherapy, Counselling, and Indigenous Healing Practices to the highest standards of safety, quality, and professionalism. PACFA is a member of Allied Health Professions Australia and the National Alliance of Self-Regulating Health Professions.

Position purpose

PACFA’s Registration model is complex; however, at its heart, it intends to increase access to affordable mental health support and care throughout Australia.

Our Registrants support a large number of Australians in distress, and reduce some of the pressure on Australia’s mental health system for people seeking support with stress, relationships, domestic violence, parenting, grief and loss, abuse, or job loss.

KEY RESPONSIBILITY AREAS – REGISTRATION AND MEMBERSHIP

• Answer calls and email queries from Registrants and Members as part of the Registration and Membership team.
• Assist in executing the annual membership renewal campaign, annual audit, new member campaigns, and other key member initiatives as required.
• Liaise with Registrants and Members to update records and process renewals
• Support relationships with external stakeholders
• Proactively work to improve Registration processes and identify gaps in PACFA’s Registrant and Member information and products
• Ensure the accuracy and currency of website information about Registration, joining, and renewal processes
• Initiate and run process improvement projects
• Proactively support the increased recruitment and retention of Registrants and Members
• Deliver agreed KPIs and work plan goals as identified annually with the Team Leader, Member Services

KEY RESPONSIBILITY AREAS – ADMINISTRATION

• Manage and triage phone calls and correspondence related to the admin inbox (e-mail, letters, packages, etc.)
• Assist in the organisation of staff meetings
• Maintain office supplies inventory by checking with staff to determine requirements, anticipating needed supplies, and placing and expediting orders for supplies.
• Ensure the office is clean, tidy and well-maintained.
• Greet and assist visitors to the office.
• Update and maintain office policies and procedures
• Perform any other duties as requested by the CEO

Key selection criteria

• Proven ability to provide exceptional customer service and support
• Proven ability to manage high volumes of phone calls, emails, administrative and support tasks
• High-level interpersonal, written, and verbal communication skills
• Ability to manage and prioritise competing tasks
• Well-organised; able to manage own workload to meet deadlines
• Friendly, positive, and collaborative; able to work well within a small team
• High level of initiative
• Highly computer literate: able to switch easily and efficiently between multiple programs, with a minimum typing speed of 60 WPM

Advantageous experience

• Experience working with members or volunteers in a not-for-profit environment environment
• Proficiency with IMIS, Higher Logic, and Microsoft 365
• Interest in the counselling and psychotherapy field

Please submit your CV and Cover Letter via Ethical Jobs; applications will be assessed as they are received.

Applications close on the closing date or earlier if a suitable candidate is found.

For all queries, please email Sean at [email protected] using the subject line: Administration and Membership Officer enquiry via EthicalJobs.

Employer questions

Your application will include the following questions:

• Do you have customer service experience?
• Do you have experience in administration?
• Which of the following statements best describes your right to work in Australia?
• Which of the following Microsoft Office products are you experienced with?
• What's your expected annual base salary?