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TYPE OF WORK
Full Time
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SALARY
$3-$4.50
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HOURS PER WEEK
40
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DATE UPDATED
Mar 31, 2026
ABOUT RELATIONAL MINDS
Relational Minds is an Australian child and family mental health organisation delivering relationship-focused, evidence-informed programs to parents, children, educators, and leaders. Our philosophy is grounded in relationship-first approaches, compassionate communication, and trauma-informed, evidence-based practice.
THE OPERATIONAL CONTEXT
We coordinate complex assessment and treatment pathways involving multiple clinicians and strict timelines. Our Family Experience Team ensures every family’s journey is organised, visible, and followed through.
We are transitioning from spreadsheet-based tracking to a modern relationship management system using Attio CRM. Attio will serve as our central system for managing family journeys, lifecycle stages, and service coordination.
WHY WORK WITH US
• Values: We value kindness, clarity, and reliable teamwork.
• Culture: We offer a calm, respectful, emotionally intelligent work environment.
• Leadership: You will work with supportive Australian leadership that values initiative and good judgement.
• Growth: This is a meaningful long-term role where you will help shape how our systems evolve as the organisation grows.
THE ROLE
You will coordinate the end-to-end journey for families, acting as the operational guide who ensures their progress through our service stays organised and on schedule.
This is a coordination role requiring assertive communication, structured thinking, and strong system management.
You will work primarily within Attio CRM, helping maintain a clear view of where each family sits in their journey, ensuring tasks are completed on time, and identifying risks before delays occur.
You will work within a small Customer Experience team and report to the Customer Experience Manager.
KEY RESPONSIBILITIES
• Manage the family journey
Track each family’s progress from intake through assessment, treatment blocks, and follow-up using Attio pipelines and lifecycle stages.
• Maintain data integrity
Ensure Attio remains the central “source of truth” for family records, service stages, and communication history.
• Coordinate timelines
Monitor clinician and administrative tasks and follow up when deadlines are approaching or overdue.
• System management
Maintain clean, structured CRM records including custom fields, tags, and views that allow the team to quickly see where attention is needed.
• Risk identification
Identify delays, missing information, or stalled cases and escalate to the Customer Experience Manager.
• Documentation coordination
Ensure consents, reports, and key documents are correctly linked and stored within our Microsoft 365 environment.
REQUIRED SKILLS AND EXPERIENCE
• Strong CRM experience
Experience using a CRM to manage customer or client journeys across multiple stages.
• Attio CRM experience strongly preferred
Familiarity with Attio pipelines, custom fields, views, and workflow organisation.
• Structured data management
Experience maintaining accurate records and ensuring systems remain clean and reliable.
• Workflow coordination
Proven ability to coordinate multiple stakeholders and follow up professionals to ensure timelines are met.
• Professional written communication
Strong written English and the ability to communicate calmly with Australian families.
• Experience working with Australian companies
Understanding Australian professional expectations and communication style.
HIGHLY REGARDED
• Experience in Australian healthcare, allied health, or NDIS-related services
• Experience implementing or managing CRM systems during organisational growth
• Familiarity with automation tools such as Zapier, Power Automate, or CRM workflow automation
• Background in operations coordination, client success, or service delivery
WHAT THIS ROLE IS NOT
• Not a general Virtual Assistant role
• Not a passive data-entry position
• Not a call centre role
You will actively coordinate workflows and ensure families and clinicians stay on track.
WORK DETAILS
• Remote position (work from home)
• Full-time, long-term role
• Work aligned with Australian Eastern Standard Time (AEST) business hours
• Direct collaboration with an Australian leadership team
HOW TO APPLY
Please include in your application:
• A summary of your experience using CRM systems to track customer or client journeys
• Your experience using Attio CRM or similar platforms
• Your experience working with Australian companies
• One example of how you followed up with professionals to keep a workflow on schedule
Shortlisted candidates will complete a short practical task demonstrating how they would structure and manage a client journey within a CRM system.
