• Location: Cape Town, Woodstock
• Contract: Full-time, fixed-term until 31 December 2026, aligned to the Foundation’s annual funding and contracting cycle. Subject to confirmed funding, continuing operational requirements and satisfactory performance, the successful candidate may be considered for a further fixed-term appointment from January 2027. Any renewal will be subject to a separate written agreement and is not automatic or guaranteed.
• Start date: 1 September 2026

Role Overview

The Project Administrator will support the day-to-day administrative functioning of The Counselling Hub, with primary responsibility for client enquiries, counselling bookings, waitlist management and reception. The role will also maintain accurate client and appointment records and provide general administrative support to the project team.

This is a busy, client-facing role suited to an organised, compassionate and reliable individual who can manage a high volume of enquiries and scheduling requirements while maintaining accuracy, confidentiality and professional boundaries.

Working closely with the Project Manager and Intern and Volunteer Coordinator, the role will support clients through the administrative process of accessing counselling, from initial enquiry and intake through to counsellor allocation, appointment scheduling and ongoing booking communication.

1. Client Enquiries, Intake & Waitlist Management

• Respond to client enquiries received through WhatsApp, telephone, email and in person.
• Provide clear information about The Counselling Hub’s services, fees and booking processes.
• Support clients to complete intake forms and other required documentation.
• Maintain accurate client waitlists and communicate with clients regarding availability and next steps.
• Identify sensitive, urgent or higher-risk enquiries and escalate them to the appropriate team member.

2. Counselling Bookings & Scheduling

• Manage the full counselling booking cycle, including scheduling, confirmations, reminders, cancellations, rescheduling and missed-session follow-up.
• Allocate clients to available counsellors according to approved service and capacity requirements.
• Maintain accurate appointment schedules and counsellor availability information.
• Communicate booking changes clearly and timeously to clients and counsellors.
• Monitor demand and appointment capacity and alert the project team to emerging pressure points.

3. Client Records & Service Administration

• Maintain accurate and up-to-date client, appointment and waitlist records.
• Record completed, cancelled, rescheduled and missed sessions consistently.
• Handle client information confidentially and in accordance with Foundation policies and POPIA requirements.
• Assist with client payment administration and related recordkeeping where required.
• Support routine service reporting by ensuring booking and attendance data is complete and accurate.

4. Reception & Onsite Support

• Provide a welcoming and professional reception service to clients, counsellors and visitors.
• Welcome and check in onsite clients and assist with routine administrative enquiries.
• Respond to walk-in enquiries and direct individuals to the appropriate service or team member.
• Coordinate the daily use of counselling rooms and support a calm and organised reception environment.
• Report facilities, maintenance or operational concerns to the appropriate team member.

5. General Project Administration

• Provide general administrative support to the Project Manager and project team.
• Assist with meetings, calendars, room bookings, minutes and follow-up actions.
• Maintain organised electronic and physical records, contact lists and shared folders.
• Support document preparation, filing, printing and routine project correspondence.
• Provide administrative support for counsellor inductions, training sessions and internal meetings when required.
• Provide other reasonable administrative support related to the effective functioning of The Counselling Hub.

Minimum Requirements

• A relevant qualification in administration, office management, project administration or a related field, or equivalent practical experience.
• At least two years’ relevant experience in administration, reception, customer service, bookings or scheduling.
• Experience managing a high volume of telephone, WhatsApp, email or in-person enquiries.
• Strong organisational and administrative skills.
• Good written and verbal communication skills.
• Proficiency in Google Workspace.
• Confidence using booking systems, shared calendars, online forms and electronic recordkeeping systems.
• High level of attention to detail and accuracy.
• Ability to manage multiple appointments, enquiries and administrative requests at the same time.
• Ability to maintain confidentiality and handle sensitive personal information appropriately.
• Professional, warm and responsive manner when dealing with clients and members of the public.
• Ability to work full-time and onsite in Woodstock, Cape Town.

Preferred Attributes

• A passion for mental health, community service and social impact work.
• Proficiency in an additional South African language.
• A calm, compassionate and non-judgemental communication style.
• Good judgement, particularly when handling sensitive enquiries.
• Strong follow-through across multiple small but important administrative tasks.
• Confidence managing scheduling conflicts, cancellations and changing priorities.