FREQUENTLY ASKED QUESTIONS

Everything you need to know…

ABOUT THE VIRTUAL COLLECTIVE

  • Matching is done personally by Emma, based on your practice, your systems, your working style, and the type of support you need. It's a considered decision, not random allocation, because the right fit makes all the difference.

    And you get the best of both worlds - your dedicated VA, with the support of Emma and other experienced VAs if needed.

  • Our VAs are experienced, professional women with backgrounds in allied health administration. Every member of our collective is carefully selected and supported by Emma to ensure they meet our standard of care and professionalism.

  • Yes, allied health is our focus and our specialty. We work predominantly with psychologists and allied health professionals across Australia, which means we understand your world, your systems, and your standards from day one.

GETTING STARTED

  • This depends on current availability, but we'll always be upfront about timelines during your discovery call. Once confirmed, we'll book your onboarding session and get things moving as quickly as possible.

  • Onboarding begins with a 90 minute Zoom session run by Emma and your VA. You'll be guided through a series of questions so we can gather everything we need to know about your practice.

  • The initial setup phase generally takes around two to six weeks depending on your practice. This depends on many factors such as the size of your practice, how established your practice is, and how quickly we are able to obtain all the necessary information from you. The first few weeks are essential to ensuring a smooth handover and deeper understand of your practice.

  • Generally the first two weeks are dedicated to setting everything up properly. We'll review your practice management system and processes, provide recommendations if identified and configure all your new processes and ongoing tasks in our task management system.

  • We aim to begin the normal, day-to-day tasks from week three of onboarding, as long as we have all the necessary information from you. We appreciate your patience during this phase, and we'll always keep you updated.

  • Please allow yourself a little bit of extra admin time during these first few weeks. This helps us to set up everything as efficiently and timely as possible. And it also saves your time and money in the future.

    Hours will be higher during the initial set up phase. This usually settles around weeks 4-6.

HOW WE WORK

  • Our working hours are 9am to 3pm, Monday to Friday. Work-life balance is at the heart of everything we do – for our clients and for our team. We're mostly women and mums with school runs, activities, and all the adventures that come with that, and we also manage multiple clients throughout our day.

  • Phone support is available from 9am to 2pm, Monday to Friday. Each phone line is set up with a customised voicemail prompt, and an efficient voicemail-to-email system ensures urgent calls are emailed directly to both your VA and yourself. Outside of our phone hours, we can customise after-hours voicemail prompts to ensure messages are left and passed on appropriately.

  • Communication between you and us is primarily managed via email, which allows us to keep things organised, documented, and efficient. We're happy to understand your communication preferences, however we do ask that email remains the primary channel for non-urgent matters.

  • Our expertise is predominantly with Halaxy and Zanda. We're experienced across a range of other platforms and are always happy to learn any program your practice uses, at no cost to you.

  • All time is tracked through ClickUp, our task management system. Every task is scheduled and logged, giving you full transparency over how your hours are being used.

  • For short-term absences, such as sick days or appointments, your VA will let you know if they are unavailable for a day or specific amount of time. For extended absences or planned leave, you are welcome to pause our services or cover can be arranged by another member of our team.

    If you are away or on leave, you are welcome to pause our services (limits apply), or we can provide full or limited coverage during this time.

PRICING AND COMMITMENTS

  • We have a minimum engagement of two hours per week. This ensures we can provide meaningful, consistent support to your practice.

  • Our support is designed to flex with your practice. If you find yourself wanting a consistent set number of hours each week, or the hours change significantly, it may be worth discussing a weekly or monthly retainer arrangement to ensure your hours are always secured.

  • We invoice weekly, so you always know exactly where you stand with your expenses. Payments are processed automatically via Pinch Payments, our Australian-based automatic payment system, so there's no need to worry about chasing or paying invoices manually.

  • No, we operate on a no lock-in contract basis. We simply ask for two weeks notice if you wish to cease services. We believe great support should speak for itself.