ROLES AND RESPONSIBILITIES - ADMINISTRATIVE ASSISTANT

ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/

MEASUREMENT SUPPORT
Phones / Answer phones, Daily Ensure phone Phones are Call Log OPM Chs.
Scheduling provide customer calls are answered quickly, 6,8,9,12,13
service, and maintain answered and calls handled
log of all calls assigned properly, and calls EZ Reference
correctly tracked Flip Chart

Schedule Daily Ensure work is Efficient and Payroll Labor OPM Ch. 5
coordination scheduled and balanced job Hours Summary
crews are utilized scheduling
efficiently ManagER
Schedule

Productivity/Labor
Hours

Manage Work- in - Daily Ensure staff is Crews are Updated WIP OPM Ch. 5
Progress (WIP) updated on daily informed of Board
Board schedules and current job status
job status

Job File Complete FNOL Daily Verify all Accurate and FNOL Completion ManagER On-
Management Documentation customers, complete Rate Line Training
Center of customer, COI,
TrainER “Intro
Influence (COI), job site, and 1-Hour Call-Back
to ScanER XL”
source, and loss source of loss Time Standard
data are entered SOA databases TrainER “Office
into SERVPRO and job files Speed-to-Contact Job Process”
Office Automation Report
OPM Ch.10
(SOA)

1
 ROLES AND RESPONSIBILITIES - ADMINISTRATIVE ASSISTANT

ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/

MEASUREMENT SUPPORT
Job File Prepare job Daily Verify all Appropriate Job File Document TrainER “Intro
Management paperwork for appropriate forms documents taken Checklist to ScanER XL”
(cont.) Crew/Estimator are sent to loss to job site
site OPM Ch.9

Enter estimates Daily Convert Accurate Consistent TrainER “Intro

Estimator’s scope estimates ready Estimator approval to ScanER XL”
into electronic for upload accuracy
estimate TrainER “Fire
Job Process”

TrainER “Water
Job Process”

Job File Daily Ensure Job Files Accurate and Job File Document TrainER “Intro
Documentation are accurate and complete job file Checklist to ScanER XL”
Management contain all documents
required and pre- Bulletins
existing Job data is 3110-F, 3145-D
documentation captured and
electronically National
transferred to COI Accounts
Guidelines

NAPA Status
Reporting
System

2
 ROLES AND RESPONSIBILITIES - ADMINISTRATIVE ASSISTANT

ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/

MEASUREMENT SUPPORT
Job File Job File Daily Daily progress of Accurate reporting Job File Audits OPM Ch.10
Management Communications jobs and pertinent for job files and (if
(cont.) job data is necessary) COIs Customer Call- Bulletins
captured as it Back Notation on 3110-F, 3145-D
happens Reduced Job File
collection issues National
Communicate Complaint Log Accounts
with COI Reservices are Guidelines
regarding scheduled and COS to COI
NAPA Status
satisfaction of completed
Reporting
referred clients COS Summaries
System

Confirm On-going Ensure timely Smoother Subcontractor OPM Ch.10

Subcontractor flow of workflow and Control Form
Activity scheduling, job better
updates, and relationships with Subcontractor
payment to/from subcontractors Services section
subcontractors of Job File folder

Complete Job File On-going Ensure correct Customers/COIs Invoice Report OPM Ch.10,
Documentation invoices, kept up-to-date
complete job file # of Jobs-in- Bulletins
documentation, No mistakes on Progress vs. 3110-F, 3145-D
and customers invoices Invoices
receive all National
paperwork Jobs are billed Accounts
and filed correctly Guidelines

More accurate job NAPA Status

status information Reporting
in ManagER System

3
 ROLES AND RESPONSIBILITIES - ADMINISTRATIVE ASSISTANT

ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/

MEASUREMENT SUPPORT
Compliance Maintain National Daily Ensure all NAPA Green light NAPA Status Bulletins
Documentation Accounts Program required file status Reporting System 3110-F, 3145-D
Agreement (NAPA) uploads and job
Green Status file audits are Business Review National
compliant and Visitation Report Accounts
communicate Guidelines
other NAPA Annual NAPA
compliance Compliance
issues to Owner Review

Maintain compliant Daily Ensure job file No lost referrals Available Third- Select
Third-Party Program requirements of due to non- Party Program Accounts
status Third-Party compliant status reports Requirements
program(s) are for Third-Party
compliant and Business Review Systems
any issues are Visitation Report
communicated to Third-Party
Owner Annual Associate Program
Review (AAR) Guidelines

Maintain Franchise- Daily Ensure required Compliance with Business Review Franchise
specific compliance forms and all Franchise Visitation Report Disclosure
documentation documentation guidelines Document
are on file, NAPA Status (FDD)
current, and Reporting System
readily available Annual NAPA Bulletins
for review Compliance
Review Advertising
Resource
AAR Guide (ARG)

4
 ROLES AND RESPONSIBILITIES - ADMINISTRATIVE ASSISTANT

ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/

MEASUREMENT SUPPORT
Compliance Fixed asset tracking As needed Track and Accurate asset Franchise Asset OPM Ch. 11
Documentation à AC manage asset identification and Report
(cont.) inventory inventory records Equipment
Inventory List
for Renewals

Update Business As needed Ensure Business Resume “Last Updated” ServproNET

Resume (minimum of information is which accurately field on Business Business
à OM annually) current and reflects Franchise Resume Resume
accurately capabilities
reflects Franchise
capabilities

Financial Bill customer for Daily Customers Timely invoicing Completed Work OPM Ch. 15
Administration services receive timely of customers Orders marked
à AC invoices for “Billed” EMM Ch.5
services
performed

Process customer Daily Payments applied Improved cash A/R Aging Report OPM Ch. 15
payments and to accounts flow
prepare deposits correctly and Invoice Report EMM Ch.5
à AC timely with Payments
accurate received equal Deposit Report ManagER
paperwork for deposit amount Manual
each deposit

5
 ROLES AND RESPONSIBILITIES - ADMINISTRATIVE ASSISTANT

ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/

MEASUREMENT SUPPORT
Financial Manage Accounts On-going Improve cash Accounts A/R Aging Report OPM Chs.
Administration Receivable flow Receivable are 14,15
(cont.) à OM kept current Average
Collection Period EMM Ch.5
Prompt calculation
commission ManagER
payments FFA analysis Manual

Perform daily On-going Accurate tracking Sound financial Accurate financial OPM Chs.
bookkeeping and reporting of data records 14,16
activities and business income
distribute financial and expenses EMM Chs 7,8
reports
à AC

Prepare Sales Tax Monthly Ensure accurate Compliance with Sales Tax Report OPM Ch.18
Report reporting of sales applicable state
à AC taxes collected laws

Manage Petty Cash Daily Maintain cash on- Cash on hand for Petty Cash OPM Chs.
à OM hand for small requests Report 14,16,18
necessities
Deposit Report EMM Ch.5
Manage Accounts On-going Review all Accounts Payable A/P Report OPM Ch. 14
Payable payables are kept current
à OM EMM Ch.5
Create checks for All referral and
approved subcontract fees
payables entered and paid

6
 ROLES AND RESPONSIBILITIES - ADMINISTRATIVE ASSISTANT

ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/

MEASUREMENT SUPPORT
Financial Perform payroll On-going Properly Payroll process Paychecks are OPM Ch.17
Administration administration and compensate completed delivered on time
(cont.) reporting and submit employees for smoothly Personnel
for approval services rendered Check Error Log Manual Ch.7
à OM

Complete royalty Monthly Comply with Royalties Royalty Report OPM Chs.
reports for Owner Corporate calculated 14,16,17,18
review requirements correctly and filed
à AC timely

Office Maintain file system Daily Keep appropriate Organized file Filing completed OPM Ch. 4
Administration paperwork easily system according to File
accessible Plan Outline

Maintain company Daily Ensure meetings Compliant Outlook Calendar OPM Ch.18
calendar / schedule are calendared meeting Review
à OM and travel booked attendance

Manage outgoing Daily Ensure all Correspondence Mail Error Log OPM Ch. 4
and incoming mail, e- correspondence received by
mail, and faxes handled timely customers, COIs,
and accurately and Franchise
team members

Review and route On-going Ensure Bulletin Compliance with Bulletin Routing OPM Ch.18
Bulletins contents are all appropriate Log
communicated Bulletins
and tracked

7
 ROLES AND RESPONSIBILITIES - ADMINISTRATIVE ASSISTANT

ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/

MEASUREMENT SUPPORT
Office Maintain proper on- Weekly Ensure needed No unproductive Office Inventory OPM Ch. 2
Administration hand inventory of supplies are on- employees due to Report
(cont.) office and general hand lack of necessary
supplies supplies
à OM

HR Maintain employee As needed Comply with Complete All HR documents Personnel

Administration documentation Federal and State employee files are signed and Manual
à OM laws, , Safety, filed Chs. 1-5,9-12
and Franchise Employees sign
policies appropriate HR Employee file
and payroll audits
documents
Turnover Report

Technology Coordinate computer As needed Computers and Staff has All software SOA Web Portal
and software software function appropriate programs have
upgrades and with appropriate functional latest updates SOA Software
installation software hardware and Updates
à OM software EC Toolkit

Perform computer Daily Secure data for Useable and File backup OPM
back-ups and tests of recovery of files complete backups audits Chs. 3,14,18
back-ups. for data loss
à Testing shifts to recovery
OM

8
 ROLES AND RESPONSIBILITIES - ADMINISTRATIVE ASSISTANT

ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/

MEASUREMENT SUPPORT
Marketing Coordinate As needed Ensure website An informative Website is OPM Ch. 18
Support Franchise website information is website which functional,
maintenance current and aids helps drive new current, and SOA Web Portal
à OM marketing effort business and content error-free
inform COIs

Perform Public Bi-weekly Support Positive PR Checklist EMM Chs. 1,3

Relations activities Franchise goals community
à OM via community perception of
involvement Franchise

Provide C.E. seminar Bi-weekly Ensure supplies Mutually- CE Support EMM Ch. 1
support and other needed beneficial Checklist
à OM items are relationships with CE Chs.
prepared COIs 3,7,9,10

Organize and send Monthly Marketing of All marketing Marketing Mail- OPM Ch.18
Theme Marketing Franchise mailings sent on- out Log
and other mailings time

Perform 6-month On-going Follow-up on Obtain more Marketing OPM Ch. 6

recalls completed jobs. referral and Commission
Seek add-on repeat business Report
sales
Customer Call-
Back Log