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(B) Administrative Services Function

The Administrative Services Function includes multiple sub-functions. For illustrative purposes, the following are examples of these sub-functions.

·       Develop and oversee Administrative Services procedures and processes.

·       Supervise, schedule, assign, train, orient, and review the work performance of secretarial, janitorial, maintenance, receptionist, switchboard, and other Administrative Services staff.

·       Oversee SSI facilities and equipment, including buildings, grounds, furniture, communication equipment, the SSI computer network, office equipment, vehicles, specialized program equipment, and so on.

·       Oversee and coordinate information retention and retrieval, including filing systems, voice mail systems, computer networks and storage devices, and other devices and areas where records and other SSI documents are kept.

·       Oversee and coordinate reception and scheduling, including waiting and other public areas, appointment scheduling systems, client hospitality resources, and whatever else is needed to assure clients and other SSI visitors receive prompt, courteous attention.

·       Manage and oversee procedures, including development and promulgation of procedures for all aspects of agency operation. Procedures are step-by-step guides showing how to implement SSI policies developed by the SSI Board and delegated through the Executive Function. Procedures also show how other aspects of SSI operations are to be conducted such as adherence to state or federal rules and regulations, compliance with rules and requirements of authorizing entities, and so forth.

When developing a procedure, first reference the Board policy the procedure is intended to implement. The purpose of this procedure is to implement the SSI Board policy requiring SSI to …. This shows what the procedure is generally expected to accomplish. Next, include any local guidance clarifying or delimiting what this procedure is to specifically achieve. We refer to this guidance as Procedural Directives. Finally, provide the step-by-step instructions, showing staff members how they are to complete the task or activity. The procedure includes instructions that may be quite specific or may be more general; but either way, SSI staff members are expected to conform their behavior and actions to the procedure, including any restrictions or prohibitions included in the procedure. – Within the context of the procedure, the SSI staff member uses any reasonable interpretation of the procedure. Whether or not he (or she) is following the procedure is judged using a reasonable person standard. Might a reasonable person with similar training and experience interpret the procedure in approximately the same way?

·       Oversee purchasing and supplies management, including everything SSI staff and clients need to participate in the agency’s functioning, including facilities, equipment, office and program supplies, and so on from coffee to computers, from paper clips to vans.

I have only highlighted the literally dozens of Administrative Services Sub-functions and activities necessary to assure the SSI eco system functions effectively. When managed well, this secondary function transparently supports the primary Service Function. SSI clients and visitors do not notice or give any thought to it. The most they may have to say is the SSI environment is clean and comfortable and the receptionist or person who answers the phone is pleasant and helpful. SSI staff also give little to no thought to Administrative Services. The facilities, equipment, supplies, and resources they require are just there, as needed, when needed.

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