Client Experience Coordinator — The Relationship Agency (Remote, Ontario)Location: Remote — must be based in Ontario Type: Independent Contractor Hours: 16 hours/week across three scheduled coverage windows Compensation: $25/hour

About UsThe Relationship Agency is a relationship-focused practice serving Durham Region in person in Ajax and Oshawa, and virtually across Ontario. Relationships are everything — so we work with people across the full lifespan: children, teens, adults, couples, and families. Our team of skilled social workers and psychotherapists specializes in relationship, trauma, and family work.

We promise the people who reach out to us that they'll be matched with a therapist within 24 hours. This role is how we keep that promise.

Our Values: Integrity. Wholehearted Commitment. Connection. Collective Growth. Accountability as Ownership.

The RoleYou are the first person someone talks to when they reach out to us — and what they're dealing with varies enormously. One call might be a parent worried about their eight-year-old. The next might be a couple in the middle of a trust rupture. A third might be an adult looking for individual support for the first time. Matching well across that range, quickly and warmly, is a harder job than it sounds, and it's the whole point of this role.

By the time someone picks up the phone or fills out a form, they've usually been thinking about reaching out for a while, and they're often anxious or exhausted. How that first conversation goes determines whether they get help — from us or from anyone.

You'll answer calls live during your coverage windows, respond to inquiries as they come in, and — once trained in our protocol — run consultations with prospective clients: understanding what's going on, explaining how we work, matching them to the right clinician on our team, walking them through our policies and fees, and booking their first appointment. This is what makes good on our 24-hour matching promise.

This is not a receptionist role, and it isn't clerical. It's a role for someone who can hold a warm, structured conversation with a person in distress — of any age,



in any kind of relationship — and help them take the next step.

What You'll Be Responsible For

- Live phone coverage during scheduled windows, and triaging voicemail outside them, with a two-hour callback standard
- Responding to all recent inquiries — phone, email, and web
- Running consultations with prospective clients using our intake protocol: assessment, matching across our clinical team, policy and fee review, and booking the first session — you'll start by observing and co-running consults, and move to running them independently once trained
- Managing the consultation calendar so clients can book directly
- Following up with people who don't book immediately
- Driving our consult show-rate — this is the single highest-value part of the role
- Filling vacated appointments from the waitlist — when a cancellation opens a slot, reaching out to and booking the next waitlisted client
- Tracking the pipeline and producing a weekly report on inquiries, bookings, and conversion
- General client-contact overflow — occasionally, a cancellation, reschedule, or directions question from an existing client will reach you instead of resolving itself through our self-service options. You'll handle these, but they're explicitly secondary to current inquiries and consults — the priority order is always recent-client contact first

Who This Is ForYou're comfortable being the calm, organized voice on the other end of a difficult call, whether it's a parent, a couple, or someone reaching out for themselves for the first time. You can ask direct questions without being clinical, and you know the difference between gathering enough to make a good match and conducting an assessment you're not qualified to do.





You follow a protocol carefully and notice when something falls outside it. You're organized enough that nothing sits unanswered, and comfortable working independently in a virtual team.

What We're Looking For

- Experience in a role where you were the first point of contact — group practice, medical or dental office, community mental health, social services, or a comparable client-facing setting
- Comfort with emotionally difficult conversations across a wide range of situations and ages — you need to be steady, warm, and clear about what happens next
- Strong written communication — most inquiries arrive in writing
- Confidence with virtual tools — we use Jane, Google Workspace, and Telus Business Connect. Experience with Jane or a similar practice management system is a significant asset

- Comfortable working with AI tools like ChatGPT or Claude as part of the job — drafting follow-ups, working from AI-assisted first drafts, and using AI-flagged checks as part of your daily review, not just being open to trying them
- Excellent follow-through — this role runs on nothing slipping through

Assets, not requirements:

- A background or education in social work, psychology, social services, child and youth work, or a related field
- Previous intake, admissions, or client-onboarding experience

Hours and ScheduleSixteen hours per week across three coverage windows:

Mondays - 12:00 – 5:00

Wednesdays - 1:00 – 7:00

Friday - 12:00 – 5:00

Windows are set so we're reachable when our clients actually reach out. There's potential for these hours to grow as the role proves out.

On the role's evolution: you'll begin by owning inquiries, phone coverage, and follow-up, observing and co-running consults with a clinician. You'll move into running consultations independently once you and we are confident you're ready — we won't put you on your own with a family in distress before then.

To ApplySend your resume and a brief cover letter to [email protected] with the subject line Client Experience Coordinator Application.

📌 Client Experience Coordinator - Psychotherapy Clinic (Canada)
🏢 The Relationship Agency
📍 Canada