The traditional secretarial support structure no longer meets the needs of many companies. There are several reasons attributed to a huge change in support needs: client and attorney expectations have changed, administrative support, information management and customer contact to the forefront and the need for the traditional typing, filing and phone message services reduced technology global 24/7 work environment exceeds the secretary conventional 9-5 work schedules; and the secretary position is not in itself attracts and retains talent pool of employment. The primary reason, secretaries to the termination of the employment relationship is simply a lack of challenge.
cost is a problem. An office of three hundred New York attorneys are wage subsidy of up to $ 8.1 million, or closer to $ 9 million if the real estate, equipment and other types of support included. The ratio of the current attorney-to-secretary of 3-1, it is $ 30,000 per attorney per year.
The large New York law firm, a senior manager noted that tinkering with the existing support structure did not solve the main issues. It is best to slightly improved productivity, and worst of all, the decline in employee morale. The decision was made to determine whether the secretarial and other administrative services to an interview with the purpose of the study was used, and what new strategies can be developed. Secretaries, partners and unilaterally expressed these deep concerns:
The different support needs. Partners, counsel and senior staff need to develop administrative skills, ability to manage the flow of information, communication with clients, helps marketing presentations and complete billing and research. Junior attorneys needed document production assistance and clerical help.
inconsistent support associates. The secretaries supporting attorneys vary widely seniority, junior associates in particular received poor service or no service qualification.
lack of skill. The purposeful career missed, one that would allow for a more challenging and valuable in the role of secretary.
The concept "Single Point of Service". Having a single point of contact to deal with all support needs was obvious difference in overall operational efficiency.
The client-oriented support. The service hours are needed to be closer to the global hours demanded.
In response to all this input, a new strategy drawn up; It has been taken to implement it.
The strategy created four distinct secretarial positions. Each has different roles, assignment structures and pay scales, thus providing a career path for future hires: Secretarial Coordinator, Administrative Secretary, Service Center Secretary and swimming.
The administrative work of the secretariat team, which is supported by a given activity, a certain group of partners, counsel and senior attorney. The teams in danger of 2-3 members, each supporting up to 12 attorneys lawyer 02:58 total for any team. The continued participation is the activity, the Secretaries part of its operation. The team is able to offer all core competencies needed a lawyer and hopefully an "expert in everything." Secretaries incepted the implementation of training initiatives in this situation, customer service, technical support for high-end applications and related administrative knowledge is extensive, ongoing training. The company is understood to gear the desired training in the maintenance of valuable administrative resources.
is an administrative secretary salary range to high-end range of the secretariat. Because of the increased skill development group of workers develops, the traditional market-based ceiling can be raised moderately.
The Secretarial Coordinator and Service Center Secretary positions are located in Secretarial service centers. These areas support a full-service junior and mid-level staff paralegals; Each floor has a practice center, which will include up to four staff coordinator. The secretary is assigned to a 5-8 attorneys / paralegals help that the center provides coverage for up to 32 fee earners. As well as dealing with all phone, document production support services for junior fee earners, document overflow senior associates and partners can be managed. Ultimately, secretaries benefit under close supervision, pooled, high-leverage environment.
The Floor Coordinator of the single-point contact person when an attorney maintenance. Coordinators supervise a center workflow, manage personnel, participation and vacation schedule to the ground, and to prioritize messenger, fax and photocopying projects; also handled some of the workload.
Centers recruit entry-level salary. There is a further increase in the upper limit can be defined in just one of moving beyond the centers. Floating like a transition is possible, advancement-Floaters provide on-demand support for the centers and the Administrative Secretarial teams.
These four positions are an integral part of a carefully crafted strategy is to address a real situation. The actual implementation painstaking process: Detailed job descriptions and performance guides have been developed for all staff, secretarial teams received extensive skills training, as well as a pilot program demonstrated what their expectations are for the service centers. The various stakeholders in the process is seen as a communication plan, later senior management, partners, practice groups and secretaries. The overall aim was to all this effort and planning to substantially improve the quality of service.
This was a success. Associates can now get high-quality and consistent service to all hours of the day. The most talented and experienced secretaries are concentrated and attacked the working partners and other senior attorneys. Since the service has improved, cost savings have been achieved, the attorney-to-secretary ratio improved to 5-1, which is not including savings in real estate, equipment and other support services, it has been translated into a savings of over $ 3.2 million per year.