2020, Third Quarter; Back Office Front Focus – Will Plan

Praise for Work Well Done

Even though Employee Appreciation Day (next one is March 5, 2021) has passed for 2020 we can certainly express appreciation for the dedicated administrative assistants who make our Planned Giving & Trust Services (PGTS) offices effective. Praise God for the faithful administrative assistants who work behind the scenes most of the time to accomplish the mission of PGTS in the North American Division (NAD). We also want to give these important people sincere praise for the work they do in the offices of our organizations.

All the dedicated administrative assistants are vitally important to the accomplishment of the mission of PGTS ministry. They are the ones who keep the office running effectively while the gift planners are out meeting with members to create planned gifts. At times we tend to think of these important support persons’ only function as in the back office and not affecting the face of the office to the public. Administrative assistants may not be the visual face of our organizations, but they may well be the voice. The administrative assistant’s voice will be the first impression donors hear when calling our offices. The voice of the administrative assistant who answers the telephone will be the most consistent image in the donor’s mind since gift planners are not always in the office. Also, if documents are lost, requests from donors ignored, and long delays in service from your offices, there may also be a response from your donors in that they will leave. Administrative assistants are vitally important to the relationships your organization develops with donors.

Who is the Donor?

The donor/member is why you work. The donor/member is your boss. Consider what would happen if there were no donations received by your organization. This concept should motivate your whole office to unite in the understanding that the member/donor is highly important to accomplishing the mission of the organization and is providing your paycheck. When all persons in your organization understand the connection between donors and their employment, they will also be united in doing what it takes to provide the best possible service to the donors.

Back Office, Front Focus

What the administrative assistants do to keep the back office organized, efficient, and effective is important to the quality of service your organization gives to donors. The quality of service you offer to your donors will also affect the reputation of your organization among your constituent members. Word of mouth will influence your reputation. Unless you have a large office, everyone in your organization will have contact with donors at some time. This means that every PGTS employee needs to be ready to build relationships with donors on behalf of the organization.

All NAD PGTS organizations should be donor-focused since that is where our PGTS ministry and mission are accomplished. Every member of the PGTS team needs to be donor-focused. If they do not have direct contact with donors (for example treasurers), then they need to wholeheartedly support those who do have direct contact with donors. How can you bring those who may spend most of their time in the back office into enthusiastic support of the front line?

Front Focus

How your office is organized can go a long way toward determining the focus of your employees. Before going further, I need to acknowledge there are some office personnel that need uninterrupted time to get their work done effectively. Their attitude can still be in support of those on the front line. Remember the donor is not an interruption to our work, the donor is why we work.

Keeping your administrative staff informed of what happens during the donor visits will equip them to speak intelligently as donors contact your office. A well organized and up-to-date database provides information to all staff so they can respond intelligently to donor inquiries. Using an electronic calendar to keep track of your appointments and then giving access to your administrative assistant will make them aware of your availability when donors contact your office. Empowering your administrative assistant to make things happen for your donors, within ministerial* limits, will build a positive relationship between the donor and your organization.

Acts of Appreciation

The most important act of appreciation is to communicate with your administrative assistant about what is happening with donors and your donor activities outside of the office. Other activities that may be appreciated are: taking your administrative assistant out to eat on their birthday, or bringing a small gift back to the office for those who did not travel to meetings. Chocolate is often popular. If your support staff are women, flowers are usually enjoyed on Employee Appreciation Day.

Your administrative assistants are partners with the gift planners to serve the donors well and keep them supporting the mission of your organization as they provide the resources to accomplish its ministry. Treat administrative assistants as the valuable ministry partners they are.

*MINISTERIAL DUTY

Ministerial duties are those done under the direction or authority of a supervisor. Ministerial duty does not include discretionary and/or fiduciary activities. In the NAD a person must be PGTS certified to engage in discretionary and/or fiduciary duty.

Ministerial describes an act or a function that conforms to an instruction or a prescribed procedure. It connotes obedience. A ministerial act or duty is a function performed without the use of judgment by the person performing the act or duty.