Workplace Profiles

2021 Thriving Workplace Score



of 19

Administration and Support Services






The Administrative and Support Services Industry includes recruitment, labour supply, office administration, call centre, debt collection, pest control, building cleaning and packaging services.

Graph – Thriving Score and Domain Scores for the Administrative and Support Services Industry over time

Industry Thriving Score: Progress over Time

The Adminstrative and Support Services industry has experienced an increase in their overall thriving index, bringing the industry almost on par with the national average and placing it at 11th (out of 19) in Australia’s Industry score ranking for workplace mental health and wellbeing .

The policy and capability domains have seen the largest increase overall, reflecting general upwards trends on these domains over the past four years. The leadership and culture domains have also increased moderately compared to last year, though there was a drop in the connectedness domain.

One figure of concern is that 59% of workers in the Adminstrative and Support Services industry have reported experiencing a mental health condition over the last twelve months showing a stong need for support.

Graphs – Thriving Score and Domain Scores for the Administrative and Support Services Industry over time

What can you do?

In the context of reported decreases in connectedness, and the presence of psychosocial risk factors around workload and low recognition, this reveals key stressors for hard working individuals doing vital work with little recognition during a time where they feel more disconnected than ever. These are areas of opportunity for leaders to reflect on in order to improve mental heath and wellbeing of all individuals in their workplace.

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Within this industry…


of workers have experienced a mental health condition* in the last 12 months
*Refer to Technical report notes


of workers feel their workplace is highly supportive of workers’ mental health and wellbeing


of workers plan to stay with their workplace for the next 12 months

Psychosocial Risk Profile

Psychosocial risks are workplace operations that increase stress and reduce mental wellbeing.
Read more

Inappropriate workload


Low recognition


Poor change management


Poor management support


Low job control


Poor role clarity


Poor workplace relationships


Poor working environment


Traumatic events



Table – Psychosocial Risk Profile for Administrative and Support Services industry

Highest Psychosocial Risk

The highest psychosocial risk facing the Administrative and Support Services Industry is inappropriate workload.

How can you manage this risk?

Low recognition combined with inappropriate workload can impact staff satisfaction, engagement and productivity. Often it only takes small changes for leaders to improve outcomes in these areas.

Consider creating a culture of recognition by:

  • Praise great service and effort right away as the research shows that immediate feedback has the greatest impact on subsequent performance
  • Display acts of appreciation towards employees at the end of their shift (e.g., Thank you for your hard work today)
  • Encourage leaders to provide feedback in a positive and constructive manner
  • Regularly and publicly celebrate successes (e.g., staff award program)
  • Provide opportunities for ongoing career development
  • Reward star performers with personalised gifts (e.g., gift card to their favourite restaurant)
  • Ensure employees are paid fairly for their work (i.e., shift work)
  • Align organisational values to team or individual recognition of achievements that reflect these values (monthly/quarterly), and
  • Explore employee ‘wellness days’ or sessions in support of individual wellbeing to also strengthen connectedness and culture. Included in this could be mindfulness sessions, massages, extended lunch breaks, fitness or yoga classes.

Think about individual workload, whether that is too much or too little and explore options to support balance through examples such as:

  • Ensure adequate work breaks are taken where possible where workloads are high and/or explore professional growth opportunities to refine and develop skills where workloads are low
  • Regularly review workloads and ensuring employees are qualified to complete tasks assigned and/or have adequate work to keep them engaged and motivated
  • Consider rotating tasks that are highly repetitive or monotonous
  • Provide ongoing training and support to employees who interact directly with customers and clients and/or providing a buddy or more experienced team member to share their knowledge and skills, which supports connection, culture and recognition, as well as skill development
  • Allow for an employee feedback conversation that would be considered and actioned, creating trust and building culture and connection, and
  • Clearly define how your values, strengths, and passions connect to what you do on a day-to-day basis and exploring job crafting to align to these.

Learn More

If your workplace has a contact centre, learn about the Wellbeing on Call case study, a program developed to protect and promote the mental health and wellbeing of contact centre workers.

Learn more about Wellbeing on Call

Read SuperFriend’s articles on leadership and connection and how to promote these in your workplace.

SuperFriend’s blog: Trust + Respect = Actions not words
SuperFriend’s blog: Is a good friend really worth $100,000?

Check out WorkSafe Victoria’s page on how to promote workplace recognition and reward.

WorkSafe Victoria: Work-related stress – low recognition and reward

It’s hard to feel connected when you’re in conflict and are struggling to achieve a positive outcome. SuperFriend’s Managing Challenging Interactions course offers practical strategies on how to manage conflict productively and positively. Click below to learn more.

Managing Challenging Interactions for All Staff Course
Learn more about how SuperFriend can help