CAREER GUIDE FOR FIRST-LINE SUPERVISOR/MANAGER OF OFFICE AND ADMINISTRATIVE SUPPORT

SOC Code: 43-1011.02

Pay Band(s): 3,4 and 5          (Salary Structure)

Standard Occupational Description: Supervise and coordinate activities of workers involved in providing administrative support.

First-Line Supervisor/Manager of Office and Administrative Support positions in the Commonwealth are assigned to the following Roles in the Administration and Office Support and the General Administration Career Groups:

Administrative and Office Specialist III

General Administration Supervisor I

General Administration Supervisor II

General Administration Manager I

While First-Line Supervisors/Managers of Office and Administrative Support within the Commonwealth are located within the Administration and Office Support and the General Administration Career Groups, individuals may want to pursue other opportunities within the Commonwealth depending upon individual training, education, knowledge, skills, abilities, and interests.   

Other Career Group(s) that may be of interest are:

Financial Services

Procurement

Human Resources

Computer Operations

Program Administration

SKILLS, KNOWLEDGE, ABILITIES AND TASKS

(Technical and Functional Expertise)

Skills
Note: The technical and functional skills listed below are based on general occupational qualifications for First-Line Supervisor/Manager of Administrative Support commonly recognized by most employers.  Typically, you will not be required to have all of the skills listed to be a successful performer.  Recruitment and selection standards for an individual state job must be based on the specific knowledge, skills, and abilities for that job as indicated in the job announcement and job description in the Employee Work Profile.

  1. Motivating, developing, and directing people as they work, identifying the best people for the job.
  2. Talking to others to convey information effectively.
  3. Managing one's own time and the time of others.
  4. Understanding written sentences and paragraphs in work related documents.
  5. Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
  6. Adjusting actions in relation to others' actions.
  7. Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  8. Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
  9. Communicating effectively in writing as appropriate for the needs of the audience.
  10. Being aware of others' reactions and understanding why they react as they do.

Knowledge
Note: The technical and functional knowledge statements listed below are based on general occupational qualifications for First-Line Supervisor/Manager of Administrative Support commonly recognized by most employers.  Typically, you will not be required to have all of the knowledge listed to be a successful performer.  Recruitment and selection standards for an individual state job must be based on the specific knowledge, skills, and abilities for that job as indicated in the job announcement and job description in the Employee Work Profile.

The Knowledge of:

  1. Business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
  2. Administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
  3. Structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
  4. Principles and procedures for personnel recruitment, selection, training, compensation and benefits, labor relations and negotiation, and personnel information systems.
  5. Arithmetic, algebra, geometry, calculus, statistics, and their applications.
  6. Principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.
  7. Economic and accounting principles and practices, the financial markets, banking and the analysis and reporting of financial data.
  8. Principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
  9. Principles and methods for moving people or goods by air, rail, sea, or road, including the relative costs and benefits.
  10. Human behavior and performance; individual differences in ability, personality, and interests; learning and motivation; psychological research methods; and the assessment and treatment of behavioral and affective disorders.

Abilities
Note: The technical and functional abilities listed below are based on general occupational qualifications for First-Line Supervisor/Manager of Administrative Support commonly recognized by most employers.  Typically, you will not be required to have all of the abilities listed to be a successful performer.  Recruitment and selection standards for an individual state job must be based on the specific knowledge, skills, and abilities for that job as indicated in the job announcement and job description in the Employee Work Profile.

The Ability to:

  1. Communicate information and ideas in speaking so others will understand.
  2. Listen to and understand information and ideas presented through spoken words and sentences.
  3. Communicate information and ideas in writing so others will understand.
  4. Read and understand information and ideas presented in writing.
  5. See details at close range (within a few feet of the observer).
  6. Speak clearly so others can understand you.
  7. Choose the right mathematical methods or formulas to solve a problem.
  8. Add, subtract, multiply, or divide quickly and correctly.
  9. Come up with a number of ideas about a topic (the number of ideas is important, not their quality, correctness, or creativity).
  10. Apply general rules to specific problems to produce answers that make sense.

Tasks

Note:  The following is a list of sample tasks typically performed by First-Line Supervisor/Manager of Administrative Support.  Employees in this occupation will not necessarily perform all of the tasks listed. 

Tasks

  1. Supervises and coordinates activities of workers engaged in clerical or administrative support activities.
  2. Plans, prepares, and revises work schedules and duty assignments according to budget allotments, customer needs, problems, workloads, and statistical forecasts.
  3. Verifies completeness and accuracy of subordinates' work, computations, and records.
  4. Interviews, selects, and discharges employees.
  5. Oversees, coordinates, or performs activities associated with shipping, receiving, distribution, and transportation.
  6. Evaluates subordinate job performance and conformance to regulations, and recommends appropriate personnel action.
  7. Consults with supervisor and other personnel to resolve problems, such as equipment performance, output quality, and work schedules.
  8. Trains employees in work and safety procedures and company policies.
  9. Computes figures, such as balances, totals, and commissions.
  10. Analyzes financial activities of establishment or department and assists in planning budget.

INTERESTED?

Like people, occupations have traits or characteristics.  These characteristics give important clues about the nature of the work and work environment, and give you an opportunity to match your own personal interests to a specific occupation.  When you choose a job in an occupation that matches your own interests you have taken an important step in planning a successful and rewarding career.

The occupation of First-Line Supervisor/Manager of Administrative Support has Enterprising, Conventional and Social characteristics as described below:

Enterprising — Enterprising occupations frequently involve starting up and carrying out projects. These occupations can involve leading people and making many decisions. Sometimes they require risk taking and often deal with business.

Conventional — Conventional occupations frequently involve following set procedures and routines. These occupations can include working with data and details more than with ideas. Usually there is a clear line of authority to follow.

Social — Social occupations frequently involve working with, communicating with, and teaching people. These occupations often involve helping or providing service to others.

LICENSURE, REGISTRATION, OR CERTIFICATION REQUIREMENTS

Generally this is not required for First-Line Supervisor/Manager of Office and Administrative Support positions in state government. However, for professional growth and career progression, certification is encouraged.

Managers with the Commonwealth of Virginia are eligible for the Virginia Certified Manager Program offered by the Department of Human Resource Management. The web site is as follows: http://www.dhrm.virginia.gov/training/cpm/cpmhome.htm. This certificate program offers practitioner-oriented coursework that builds upon management training programs offered through agencies, colleges, and universities.

Attainment of the Certified Administrative Manager (CAM) designation offered by the Institute of Certified Professional Managers, through work experience and successful completion of examinations, can increase a manager's advancement potential. The Institute of Certified Professional Managers is a certifying organization and offers a management certification program. The Institute is located at James Madison University, Harrisonburg, Virginia.  The web site is as follows: http://cob.jmu.edu/icpm. Management Skills is the theme of the program, which emphasizes the teaching and application of real-world, practical skills and techniques over theories, and critical-thinking skills over rote knowledge.

EDUCATIONAL, TRAINING, AND LEARNING OPPORTUNITIES 

The Department of Labor provides the following information:

All organizations need timely and effective office and administrative support to operate efficiently. Office and administrative support supervisors and managers coordinate this support.

Although specific functions of office and administrative support supervisors and managers vary considerably, they share many common duties. For example, supervisors perform administrative tasks to ensure that their staffs can work efficiently.

Planning the work and supervising the staff are key functions of this job.

Most firms fill office and administrative support supervisory and managerial positions by promoting office or administrative support workers from within their organizations. To become eligible for promotion to a supervisory position, clerical or administrative support workers must prove they are capable of handling additional responsibilities. When evaluating candidates, superiors look for strong teamwork, problem-solving, leadership, and communication skills, as well as determination, loyalty, poise, and confidence. They also look for more specific supervisory attributes, such as the ability to organize and coordinate work efficiently, to set priorities, and to motivate others. Increasingly, supervisors need a broad base of office skills coupled with personal flexibility to adapt to changes in organizational structure and move among departments when necessary.

In addition, supervisors must pay close attention to detail in order to identify and correct errors made by the staff they oversee. Good working knowledge of the organization's computer system also is an advantage. Many employers require postsecondary training—in some cases, an associate or even a bachelor's degree.

Some office and administrative support supervisor positions are filled with people from outside the organization. These positions may serve as entry-level training for potential higher level managers. New college graduates may rotate through departments of an organization at this level to learn the work of the organization.

The State Council of Higher Education lists many Virginia educational institutions having educational programs in business administration, financial services, human resources management and other related programs on their web site: http://www.schev.edu/Students/FindaProgram.asp?from=k12

COMMONWEALTH COMPETENCIES

Competencies are a set of identified behaviors, knowledge, skills, and abilities that directly and positively impact the success of employees and the organization. Competencies can be observed and measured.  When consistently demonstrated, competencies make employees particularly effective in their work.  Competencies help lay out a road map to career success.  You can use the Commonwealth Competencies to help improve your individual performance by adopting behaviors that make high performing employees successful in their jobs. In this way, you can use the Commonwealth Competencies for your further professional development.

The Commonwealth Competencies are:

  1. Technical and Functional Expertise
  2. Understanding the Business     
  3. Achieving Results
  4. Serving the Customer
  5. Teamwork
  6. Interpersonal and Communication Skills
  7. Leadership and Personal Effectiveness

The above competencies may be applied to employees throughout the Commonwealth of Virginia.  They can be rank-ordered by agencies and hiring managers to represent the needs of a specific job.  The rank ordering will change depending upon the occupation, an organization's priorities, the actual job requirements, and the supervisor's preferences. 

Career success is both about what you do (applying your technical knowledge, skills, and ability) and how you do it (the consistent behaviors you demonstrate and choose to use) while interacting and communicating with others.  Hopefully, by studying the Commonwealth competencies, identifying your developmental opportunities, and working to refine your own competence, you can take charge of your career!

For additional information about the Commonwealth Competencies go to: http://jobs.state.va.us/cc_planningctr.htm.  For the competencies, we first list the competencies and then define each.  Finally, we list competency indicators; to describe what successful performance looks like. 

COMMONWEALTH CAREER PATH

Career opportunities in the Commonwealth are not limited to moving “up” to the next highest role and pay band, changing positions, or to becoming a supervisor.  That's because most roles describe a broad group of occupationally related positions that perform a range of work that requires increased knowledge and skills.  For that reason, Commonwealth roles describe the career paths within the same or higher-level role for the same or different Career Group.  The broad salary range and the Commonwealth's pay practices provide flexibility in recognizing career development and advancement. (Salary Structure)

For example: First-Line Supervisor/Manager of Administrative Support

PAY BAND

FIRST-LINE SUPERVISORS

PRACTITIONER ROLES

 

PAY BAND

MANAGER ROLES

3

Administrative and Office Specialist III

 

5

General Administration Manager I

4

General Administration Supervisor I

     

5

General Administration Supervisor II

     
         

Sample Career Path

Administrative and Office Specialist III

The Administrative and Office Specialist III role provides career tracks for office supervisors. Supervisory duties may include compliance assurance, report writing, reconciliation of information or financial data, scheduling, data collection and analysis, research, budget management, and personnel administration.

General Administration Supervisor I

The General Administration Supervisor I role provides career tracks for administrative supervisors who perform or supervise a variety of administrative and business functions in a unit, non-retail business, facility, or field office. The career track is for supervisors who manage a variety of office and administrative employees performing a variety of well-defined administrative, business, and financial operations.

General Administration Supervisor II

The General Administration Supervisor II role provides career tracks for administrative services supervisors. The career track is for supervisors of multiple administrative units within a division or facility requiring planning, coordinating and supervising of a variety of administrative and business services.

General Administration Manager I

The General Administration Manager I role provides career tracks for managers who are responsible for directing administrative/business management activities of a state agency satellite office or facility or a major division of a state agency or university. Employees do not typically have programmatic responsibilities.

ADDITIONAL OCCUPATIONAL INFORMATION CAN BE FOUND AT: 

O*NET (Occupational Information Network) 

http://online.onetcenter.org/gen_search_page

Virginia Employment Commission 

http://www.alex.vec.state.va.us/

Career One Stop

  http://www.careeronestop.org/

Virginia Career Resource Network 

http://www.vacrn.net/

American Management Association:

http://www.amanet.org

Institute of Certified Professional Managers, James Madison University:

http://cob.jmu.edu/icpm/

National Management Association:

 http://www.nma1.org

International Association of Administrative Professionals

 http://www.iaap-hq.org