Administrative Services

Irma Blanchett, Tameka Richardson, Sally Diamond,Ray Crawford, and Dwayne Rumber

If you’re not serving the customer, your job is to be serving someone who is – Jan Carlzon, CEO Scandanavian Airlines

Administrative Services Organization Chart

• Engagement Activities (FSA Cares, FSA Fit, Fsassy Awards)

• Learning Coupon

• Collaborates with business units across FSA (Award Guidance, Transit Benefits, WebEx Conferencing)

• Liaison between ED & FSA on admin. matters

Human Resources & Workforce Services

Where People + Action = Excellence

Acting Director, Quay CrownerDirector, Workforce Relations, Amanda Gill

Lead HR Specialist, Paula Garner

Who We Are Human resources and management professionals who provide a broad range of employee and management human resources and administrative consultative and technical services. Services we provide include but are not limited to:

Call ED for help in these areas ONLY: (your FSA team can still assist you)

• Employee Assistance Program (EAP)• Retirement Services• Health & Life Insurance Programs• EEO Guidance and Support

Regional SupportAdmin Services is currently evaluating the quality of the human resources support services in each region supplied by ED’s OM (Office of Management) team. Field visits are being conducted in June and July 2014.

As with all FSA employees, regional employees with questions or other requests for assistance should contact the assigned FSA human resources professional if needs are not being met.

We are only a click or call away…https://fsa.share.ed.gov/as/hrws/SitePages/Human%20Resources%20and%20Workforce%20Services.aspx

FSAHumanResourcesandWorkforceServices@ed.gov

Human Resources and Workforce Services Quick Reference Guide

Workforce Development Services

Dwayne Rumber•Employee Development

•Management/Leadership Development

Workforce Development Services

Enculturation Functional Business Unit

Skills

Professional Skills

ASSESSMENT

EMPLOYEE

MANAGEMENT/LEADERSHIP

Focus Level Core Competencies FSA Training

Leading & Managing Organizations

Executive External Awareness, Vision, Initiative SES Forums,FSA Conversations w/Leaders, CBA

Leading & Managing Programs

Manager/Mid-Manager

Creativity and Innovation, Strategic Thinking, Political Savvy, Equity Management,

Management Element, PPC, MPC I, II, III, FSA Conversations with Leaders, CBA

Leading & Managing Teams

Supervisor Financial Mgmt, Human Capital Mgmt, Partnering, Accountability, Decisiveness, Leveraging Diversity, Developing Others, Budget, Current Knowledge of Laws, Policies & Regulations, Emotional Intelligence

FSA Cornerstones of Supervision, HR Essentials, PPC, Management Seminar, Management Element, CBA

Managing Work Team Leader Team Building, Conflict Mgmt, Influence/Negotiation, Project Mgmt, Commitment to Fairness, Process Management, Emotional Intelligence

FSA Foundations of Leadership , CBA

Managing Self Employees Interpersonal Skills, Written Comm, Oral Comm, Integrity/Honesty, Continual Learning, Public Service Motivation, Customer Service, Critical Thinking/Problem Solving, Technical Credibility/Job Knowledge, Technology Mgmt, Positive Image of Org, Understand FSA Org & Mission, Systems Orientation

FSA Foundations of Leadership, Day-in-the-Life, FSA Welcome eGuide (enculturation), Presentation Skills, FIOS Simulation Based Learning (SBL), OnSite Program Review SBL, Ports

Leading Change / Leading People / Results Driven / Business Acumen / Building Coalitions / Fundamentals

Workforce Development Services

Day-in-the-Life of a SupervisorAn experiential learning workshop for those considering supervision

as part of their professional development• Participants “test-drive” challenging supervisor scenarios with in-class

simulations and role play

• Participants receive real-time feedback and assessments from their video recordings

• SME panel of supervisors provide FSA lessons learned and best practices with a question and answer session

Workforce Development Services

Foundations of LeadershipA selection-based program for employees to improve targeted ECQs

and other competencies critical to developing effective leadership thinking and skills (i.e. critical thinking, innovation/creativity, collaboration, etc.)

Cornerstones of SupervisionA management program for new FSA supervisors designed to hone

their skills in managing transitions, managing people and managing change

Positive Performance Conversations Managers’ training on best practices of conducting performance conversations

Facilities On-Site Service

Call/Property management Advocate for Regional

Facilities requests Space management Building design and

alterations COR for Facilities-related

needs & services

Highlights: UCP space acquisition & Training Center design/build 2009National PII Shredding ProgramUCP Lease Negotiation 2011RTF and Office design/build in San Juan & SeattleKansas City Telework ShowcaseUCP Project Facelift

Security On-site representative for

Physical Security issues Liaison with Law

Enforcement Management of physical

access Personnel Security

Processing PIV Badging Support

Highlights:Upgraded cameras and lighting at UCP for increased plaza safetyRecommended and procured guard support in several Regional Offices to include-Chicago & San FranciscoUpgraded Security Control Center in UCP 2013Managed initial security investigation request process for TIVAS; over 5000 requestsDeveloped procedures for FSA investigation request submissionsImplemented Checklist with Personnel Security customers to increase the quality of OPM submissionsProcess an average of 10-12 thousand investigation request annually since 2010

Emergency Management Occupant Emergency Plan for

UCP Install and maintain AED

machines in UCP Procure Emergency

supplies/training/guidance materials for FSA

Manage Emergency Response Team

Coordinate Emergency Drills for UCP/Regional staff

UCP Nurse Station

Highlights:National CPR/AED/First Aid Training for FSA staffAnnual “Safety Starts with Me!” activities month at UCPEstablished Emergency Bag protocol for HQ and Regional OfficesAverage 4 emergency drills at FSA HQ per yearRecruit, train and provide supplies for volunteer emergency response team since 2002Managed emergency efforts on site for Power Outage and Earthquake 2010

Training Center Management Design and fund Regional

Training Facilities Procure, manage and

maintain Audio Visual Technology for all FSA training rooms

Schedule meetings and/or training in UCP/Regional training spaces

Highlights:RTFs utilized to annually train hundreds of customers from the Financial Aid communityInstalled Video Teleconferencing technology in all FSA locations, including Puerto RicoSupport employee and manager distance learning effortsConduct quarterly and annual All-Staff events to include Employee Awards and Recognition & EngagED with Secretary Duncan

Business TransformationFostering Collaboration + Creativity + Productivity

Who are we? Internal consultants who work with internal Department and FSA teams to solve complex business problems

Core Team Members:•Sally Diamond•Amitabh Dutt•Christopher Simms•Michelle Thomas

Current Extended Team Members/Partners:•Sam Aba•Karen Kimball•Tameka Richardson

• Karen Edwards• Katrina Raysor• Mayra Toledo

What does Business Transformation do?Business Unit Strategy Alignment

Employee EngagementEffective and Efficient Operations

Leveraging:Business Expertise Process ImprovementEnabling Technology Institutional Knowledge

Best Practices

How do you know it’s time for change?• Your customers (internal or external) are complaining• It feels like you keep reworking the same task over and over again• You are tired of receiving incomplete or incorrect work that you have to redo• Audits of your department have negative findings• You, and your coworkers, keep putting out fires• Your backlog keeps growing• Every evening, the knowledge to get the work done leaves the building and

(hopefully) comes back in the morning• You got trained by watching someone else do the work• You and/or your employees are not engaged or empowered

How may we collaborate?

• Potentially engage with your business unit on a specific issue• General advice and counsel – just give us a call• Training opportunities• Support through the Process Management Community of

Practice

Join us for the Process Management Community of Practice Pilot!

For FSA employees who are passionate about process improvementFirst meeting: August 2014

•Learn from, and with, each other•Support each other in assessing and improving/reengineering processes•Identify, and learn from, internal and external best practices•Practice in a fun, safe, and collegial environment

Administrative Services

Technology Office, Finance, Risk Management, Acquisitions

Program Compliance, Business Operations, Customer Experience