About the role

The Registration and Membership Officer is responsible for increasing the recruitment and retention of PACFA Registrants and Members by providing improved customer service and streamlining member services.

Reporting directly to the Registration and Membership Manager, the successful candidate will be a key point of contact for our most important stakeholders: our Registrants and Members. The role provides assistance with new applications and renewals, and administrative support to Registrants, Private Health providers, and other stakeholders. It also involves working closely with the Registration and Membership Manager to streamline services to Private Health Insurers, government agencies, and other partner organisations.

Organisational purpose

The Psychotherapy and Counselling Federation of Australia (PACFA) is a peak body for the counselling and psychotherapy profession in Australia with approximately 8,000 members nationally. 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

• Answer calls and email queries from Registrants and Members as part of the Registration and Membership team
• In consultation and conjunction with the Registration & Membership Manager execute the annual membership renewal campaign, annual audit, new member campaigns and other key member campaigns and initiatives as required
• Liaise with Registrants and Members to update records and process renewals
• Support relationships with Private Health Insurers
• 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 Registration and Membership Manager

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

Salary is negotiable and commensurate to experience.

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

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