The Heart of the Office: Why I Protect the Office Manager

“The ones who carry the weight, quietly and consistently.”

In every organization, there are people whose contributions are obvious—those whose work is front and center. In a psychotherapy office, that’s usually the clinicians, the psychiatrists, and the directors. Their roles are clear, their authority recognized, and they often get the most attention or are the ones whose work stands in the spotlight.

But then there’s someone else—the person behind the scenes who makes sure things don’t fall apart. Who catches the dropped balls. Who notices the quiet details. Who protects the flow.

In my practice, that person is the office manager. And I’ve always been protective of them.

Because the truth is: a good office manager doesn’t just run logistics. They protect my ability to lead with creativity and vision.

While everyone on our team brings vital expertise to their clients and tasks, the office manager plays a unique role—supporting the overall function of the practice itself. Their focus isn’t just on one caseload or one department; it’s on keeping the entire system running smoothly, which allows all of us—including those in leadership—to do our work with clarity and confidence.

They make sure the phones get answered. They keep the paperwork from piling up. They know when someone needs a soft reply or a firm boundary. They are the keeper of the first impression and the protector of our time and energy.

So when people dismiss or ignore the office manager—as if their labor is less valuable—I feel it personally. Because whether they realize it or not, disrespecting the office manager is a form of disrespecting the infrastructure I’ve built.

Here’s the hard truth I’ve come to accept: some people only respect titles. They respond quickly to “psychiatrist” or “clinical director” but overlook the person who’s quietly holding the place together. It’s a cultural problem—rooted in hierarchy, conditioning, and a deep discomfort with recognizing invisible labor.

But not here. Not in this practice.

In this space, we operate like a well-run team. Everyone has a position, and if they’re on the team, it’s because they’re needed. There is no such thing as “just” an office manager. Just like there’s no such thing as “just” the janitor in a gym—if they’re not there, the athletes are the ones mopping the floors. And so they’d better be kind.

I’ve had the luck to work with some truly great office managers over the years—each one bringing their own strengths, style, and heart to the role. They’ve been the ones who step in quietly, notice what’s been overlooked, and offer exactly what’s needed—especially in the places where I’ve felt stuck. The kind of people who, metaphorically speaking, come into your house, open the cupboards, find the mess, and help you clean it up with care and without judgment.

And I’m lucky to have one right now—someone who not only stepped into the role, but elevated it. She is brilliant, humble, and deeply committed. A great office manager doesn’t just do tasks—they learn the business alongside me and take hold of the bigger picture. She shows up fully, and does what most people can’t—or won’t. And she does it with grace.

But even if it weren’t her—even if it were someone else—I would still hold the same line:

Respect is not optional. It’s foundational.

I love small businesses—streamlined, efficient, people-powered. I love the mom-and-pop kind of places. But working at a place like this isn’t like working at a restaurant. It’s like attending a potluck. In a small organization, we each bring something. We each clean up. We’re not following preordained recipes—we allow the dinner to come together from the unique specialties of the expert chefs who work here.

I’m lucky to work with a great team who all contribute in amazing ways. They are master chefs who take pride in their work. I love exchanging ideas with them, learning from their skills, tasting their dishes, and getting recipe ideas. This is why I founded an agency in the first place—to have that camaraderie, mutual respect, and ongoing creative exchange.

And the people who take care of the flow—the ones who make sure we can all keep showing up and doing our best work—deserve the deepest thanks.

So to every office manager, admin assistant, and behind-the-scenes hero:

I see you. I value you. And I will protect the space you hold.

Because without you, the rest of it doesn’t work.

— Alexa Waldmann

Founder, Inner Solutions Therapy