Expanding Administrative Staff Roles Helps the Bottom Line

Companies may not realize they have a secret weapon to assist them in bouncing back from the recession: their support staff. New research shows administrative professionals are moving beyond traditional roles to take on responsibilities in areas such as cost control, technology and the use of social media, hiring, and corporate social responsibility. The study was developed by OfficeTeam and the International Association of Administrative Professionals (IAAP) and includes responses from 4,415 administrative professionals and 502 managers in Canada and the United States. “Administrative professionals are doing more than ever to help companies cope with business challenges, playing an instrumental role in their organizations’ recovery and growth efforts,” says OfficeTeam executive director Robert Hosking. “Managers may be overlooking a valuable resource if they aren’t tapping support staff to take on new projects.” The study also highlighted the importance of providing professional development opportunities to prepare employees for additional responsibilities. More than eight in 10 (83%) administrative team members said they’ve taken courses in accounting, budgeting, purchasing and negotiation when offered; 94% reported that these classes have helped them be more cost-effective at work. Although about half (51%) said their employers do not provide leadership training to administrative staff, nearly all of them (96%) said they would find these courses valuable. “Companies that offer educational opportunities to their workers cultivate teams that are better equipped to manage a wider variety of assignments,” says Susan Shamali, IAAP’s 2009-10 International President, who holds the Certified Professional Secretary and Certified Administrative Professional designations. “Offering mentoring programs, on-site seminars and reimbursement for tuition or professional association dues are easy and effective ways to prepare your administrative staff.” Controlling Costs Administrative professionals are frequently involved in identifying costly inefficiencies, streamlining procedures and negotiating with vendors. Companies are turning to support staff for continued assistance in keeping spending in check. Half of managers said that administrative personnel are helping to control costs at their organizations. Technology and Social Media Nearly one-third (32%) of managers said administrative professionals have provided assistance with office technology. Support staff are often the first to try new hardware and software, train others on it, and answer common technical questions. And while many (44%) use social networking tools, including Facebook, LinkedIn, Twitter and blogs for professional reasons, only 22% use these sites to promote their firms’ products or services. This presents an opportunity for employers to better leverage these team members in helping to manage the company’s online presence. Hiring Nearly two-thirds (63%) of support staff have been involved in the hiring process when their firms have added personnel. Of those, 42% have interviewed job candidates, 38% wrote or updated job descriptions, 38% screened resumes and 23% posted employment ads. Social Responsibility As companies place greater emphasis on giving back to the community and being environmentally conscious, administrative professionals are playing a role in implementing these activities. More than half (55%) of support staff have managed volunteer activities and 47% have coordinated fundraisers. Thirty percent have helped with green initiatives such as group beach cleanups. “While managers should present support staff with opportunities to apply their abilities in new ways, administrative professionals must also be proactive. Doing so can boost their visibility and help them advance their careers,” Hosking says. Key Findings Half of managers indicated that support staff play a role in helping firms reduce spending.Nearly one-third (32%) of supervisors said they have turned to administrative personnel for help with technology.Fourty-four of support staff use social media for professional reasons, but only 22% promote their companies’ products or services with these tools.Sixty-three percent of administrative professionals have assisted in hiring other support.A majority (55%) of administrative professionals have managed volunteer activities for their employers, and 47% have coordinated fundraisers for nonprofit organizations at work. In addition, 30% have been tapped to assist with environmental initiatives.

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