The new administrative assistants

Without a doubt, the role of administrative professionals has changed dramatically over the last several years. The rapidly changing communication methods and technology in today's business world has demanded that the administrative professional position evolve into a dynamic and broad position requiring specific skills and abilities that the average high school graduate no longer possesses like they once may have.

While the administrative assistant has always coordinated information and communication in the office, today's assistant often serves at a much higher level.

Technology has empowered administrative professionals with timesaving systems and tools to process information and create a wide range of both electronic and print communications. Management relies on administrative professionals to organize the office, contribute on project teams and solve problems. To be successful, the job demands top-notch interpersonal communication skills, a mastery of the latest office software, and advanced knowledge of key business functions.

Karen Lupold-Colkitt is the executive administrator at Skagen Designs in Reno. She says over her course of the four and a half years she has been at Skagen, her duties and expectations have changed significantly. "I have more responsibility and am expected to be more involved with making decisions on business planning strategy, personnel, and human resources," Lupold-Colkitt says.

Administrative professionals have always been a vital element of any workplace. They are the keepers of the details, the planners of schedules and events, and the ones who ensure that the daily operations flow smoothly. In addition, administrative professionals today must make decisions on their own requiring critical thinking. They are expected to multi-task, serving as secretary, public relations officer, technology support, sales person, and event planner all in the course of a day's work.

The International Association of Administrative Professionals Web site describes today's administrative professional's job as requiring skills in project management; integrated computer software applications; organization and scheduling; Internet/Intranet communications and research; document preparation, storage, and retrieval, with emphasis on electronic recordkeeping; customer service and public relations.

Definitely not your typical coffee fetching and copy making anymore.

In fact, responders to a recent International Association of Administrative Professionals survey agreed overwhelmingly that their job description has changed:

Of the 3,200 administrative professionals surveyed, 88 percent said their workplace contributions have increased in the past five years. Along with greater contributions, 78 percent said their level of authority and autonomy for decision making has grown over the past five years.

Areas in which responsibilities have grown the most are office management, information coordination and supervision. Other areas in which responsibilities increased include travel planning, meeting planning, project management and online purchasing. Budget development and expense tracking were also noted as key areas frequently handled by administrative staff.

Considering all of the duties expected of an average administrative assistant, one would think they would be highly trained, degreed professionals who were paid well for their highly supportive functions. Instead, the average person filling this role has a high school diploma with perhaps some college but not a degree, has not been formally trained in the skills required of an administrative professional and is likely underpaid for the broad array of work that is expected by their company.

To ensure that administrative professionals are working at their most effective and productive level it is essential that management provide on-going support and training for them.

Mike Fiannaca owns Sparks Florist, and he says computer skills is the main area in which administrative employees need additional training. "Everybody needs more computer training, most of the older employees are unskilled and inexperienced, and younger employees need to learn our different servers. Add to this that much of our business is driven by the Internet, and some form of tech training is needed by everybody," he says.

Lupold-Colkitt sought training herself in order to stay on top of increasing demands.

"I sought training through the Nevada Association of Employers, Truckee Meadows Community College online courses, and the Society for Human Resource Management. The training was very beneficial. It helped me with communication because I need to deal with so many different personalities throughout a company," she says.

In addition to training, International Association of Administrative Professionals gives several suggestions for managers to work more effectively with their administrative assistants.

* Delegate for results. Let your administrative assistant know what you need done, and let her or him figure out how to do it.

* Think of you and your administrative assistant as a team and act accordingly.

* Let your colleagues know that your administrative assistant speaks and acts for you.

* Listen. Your administrative assistant may have a better feel for the pulse of your workplace than you.

* Communicate. Be sure your instructions are clear and precise. Better yet, take an opportunity each day to review tasks and needs with your administrative assistant.

* Show your administrative assistant your appreciation for a job well done.

* Let your administrative assistant be a manager. Give this person the authority and responsibility needed to fulfill a management role and confirm this responsibility in the job description.

Michael Rainey, SPHR, the dean of TMCC's Workforce Development and Continuing Education, says the multitude of skills an administrative assistant needs to possess are not necessarily skills learned in high school, "So they have to learn them through experience, workshops, college level courses or other avenues," Rainey says.

Rainey emphasizes what a critical role administrative assistants play in the everyday functioning of the workplace: "We expect our administrative assistants to be able to really think on their feet. Our office is ever-changing and fast-paced. The phones may be ringing, customers may be waiting in the office, a student may need counseling on what classes to take. Our administrative staff need to be able to deal with all of these things, in addition to daily tasks such as working on reports or other documents, preparing financial statements, helping with event planning and dealing with other details."

A completely revised Administrative Professional AAS degree and certificate program has recently been approved by TMCC and will begin in the fall of 2009. In addition, TMCC's Workforce Development and Continuing Education Division offers computer and professional skills courses and the Administrative Professionals' Conference in April.

Amy Williams, TMCC workforce development and continuing education division program director, oversees all noncredit professional success and computer/software courses. Contact her at arwilliams@tmcc.edu or 824-3831.