1. Administrative Services Irma Blanchett, Tameka Richardson, Sally Diamond, Ray Crawford, and Dwayne Rumber

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

3. Administrative Services Organization Chart Chief Administration Officer Irma Blanchett Executive Officer TeamAS Finance TeamFirst Class Team Human Resources & Workforce Services Quasette Crowner (Acting) Workforce Development Services Dwayne Rumber Facilities, Security, & Emergency Management Service Ray Crawford Business Transformation Sally Diamond 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

4. Human Resources & Workforce Services Where People + Action = Excellence Acting Director, Quay Crowner Director, Workforce Relations, Amanda Gill Lead HR Specialist, Paula Garner

5. 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: FSA Policy Development Recruitment eOPF Internal Staffing Position Management/Classification Payroll Time and Attendance Performance Management (REACH) Advice & Support for all employees Labor and Management Relations Work-life Benefits Programs (Reasonable Accommodations, Telework, Voluntary Leave Transfer Program, Voluntary Leave Bank)

6. 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

7. Regional Support Admin 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.

8. 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

9. Workforce Development Services Dwayne Rumber Employee Development Management/Leadership Development

10. Workforce Development Services Enculturation Functional Business Unit Skills Professional Skills New Senior SME New Supervisor New Middle Manager Experienced Manager New Executive Experienced Executive ASSESSMENTASSESSMENT New Consulting Leader New Project Leader New Team Leader Experienced Senior SME EMPLOYEE MANAGEMENT/LEADERSHIP

11. FocusLevelCore CompetenciesFSA Training Leading & Managing Organizations ExecutiveExternal Awareness, Vision, InitiativeSES 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 SupervisorFinancial 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 WorkTeam LeaderTeam Building, Conflict Mgmt, Influence/Negotiation, Project Mgmt, Commitment to Fairness, Process Management, Emotional Intelligence FSA Foundations of Leadership, CBA Managing SelfEmployeesInterpersonal 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

12. Workforce Development Services Day-in-the-Life of a Supervisor An 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

13. Workforce Development Services Foundations of Leadership A 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 Supervision A 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

15. 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 2009 National PII Shredding Program UCP Lease Negotiation 2011 RTF and Office design/build in San Juan & Seattle Kansas City Telework Showcase UCP Project Facelift

16. 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 safety Recommended and procured guard support in several Regional Offices to include-Chicago & San Francisco Upgraded Security Control Center in UCP 2013 Managed initial security investigation request process for TIVAS; over 5000 requests Developed procedures for FSA investigation request submissions Implemented Checklist with Personnel Security customers to increase the quality of OPM submissions Process an average of 10-12 thousand investigation request annually since 2010

17. 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 staff Annual “Safety Starts with Me!” activities month at UCP Established Emergency Bag protocol for HQ and Regional Offices Average 4 emergency drills at FSA HQ per year Recruit, train and provide supplies for volunteer emergency response team since 2002 Managed emergency efforts on site for Power Outage and Earthquake 2010

18. 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 community Installed Video Teleconferencing technology in all FSA locations, including Puerto Rico Support employee and manager distance learning efforts Conduct quarterly and annual All- Staff events to include Employee Awards and Recognition & EngagED with Secretary Duncan

19. Business Transformation Fostering 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

20. What does Business Transformation do? Business Unit Strategy Alignment Employee Engagement Effective and Efficient Operations Leveraging: Business ExpertiseProcess Improvement Enabling Technology Institutional Knowledge Best Practices

21. 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

22. 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

23. Join us for the Process Management Community of Practice Pilot! For FSA employees who are passionate about process improvement First 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

24. Administrative Services Technology Office, Finance, Risk Management, Acquisitions Program Compliance, Business Operations, Customer Experience