Creating a PA Forum

within your
Organisation

A toolkit providing guidelines on how to

set-up and sustain an in-house PA Forum
 Toolkit

Contents
Creating a PA Forum within your organisation
brought to you by PAFSA

This toolkit was edited by the members of PAFSA’s

PAFSA’s Presidents Committee

President’s committee.
Top L to R: Susan Engelbrecht; Lorna Roets; Esme van der
Merwe; Sonja Bohlander;
Bottom L to R: Daisy Padayachee; Carmen Cara; Lee
Chapman; Colleen Mansoor
Acknowledging original content for this publication by
Cathy Harris.

Chapter 1 Chapter 4
Setting up a Forum A-Z Resources List 15
• What is a PA Forum? 2
• Forming a commitee 3
• Setting Standards 4 Chapter 5
• Networking 5 PA Forum Proposal
• Training and Development 5
• Purpose 18
• Special Events 6
• Governance 18
• Helpmate 7
• Information Folders 7 • Training and Development 19
• Marketing your PA Forum 8 • Mentoring and Coaching 19
• Working on a Budget 9 • Operational Resources 19
• Roles and Responsibilities 10 • Business Knowlege Sessions 20
• Putting it all together 10 • Network Opportunities 20
• Conclusion 20

Chapter 2
A Forum Welcome Letter 11 Chapter 6
PA Forum Operating Framework 21
Consequences of not having a PA Forum 25
Chapter 3
Introduction to PA Forum
• Who we are 12
Chapter 7
• What we do 12 PA Forum Operating Framework 21
• What we offer 12 Consequences of not having a PA Forum 25
• What we believe 13
• Our Mission 13
• PA Forum-Statement of Intent 13
Chapter 8
• Objectives 13 A Powerpoint presentation is an attachment to this toolkit
• Duties of the PA Work Group 13
• Powers of the PA Group 14
• Complaints 14
• PA Work Group 14

Setting up an in-house PA Forum

 Toolkit
Preface
Office guideline for Office Professionals (A-Z Resource list)
The Professional Association for Secretaries and
Administrative Assistants (PAFSA) was established in
May 2012, after approximately four years of research and
consultation.
It is governed by an EXCO and various committees
constituted by top South African PAs who will both
represent their peers and their profession’s interests; as well
as take care of the profession’s needs and development
issues.
One such committee is called The Presidents Committee
because the members are heads of In-house Forums.
This Committee’s first major task was to identify the status
quo of existing in-house Forum heads by tabling the
commonalities in relation to resources, challenges and
needs.
The second major task was to collect, collate and formulate
all information received, and turn it into a toolkit that could
serve the interests of both existing In-house forums and
act as resource to motivate other PAs to set up one.
Susan Engelbrecht, the head of PAFSA’s Presidents
Committee says: “From the outset, our prime responsibility
was to create an essential resource tool for PAs. Experience
has shown that in-house forum heads often feel like lone
islands. Sharing problem-solving of running a successful
forum will go a long way to increase productivity and
efficiency. Our vision is that this toolkit will encourage
professional administrators to grow the profession by
sharing knowledge through resourceful networks”.
An in-house PA Forum will provide access to essential
resources required by the PAs on mandatory operational
procedures pertinent to their roles; the PA Forum can
also provide a platform for PAs to access training and
developmental needs which will be standardised across
the board, and lastly, the PA Forum will provide a fair and
Setting up an in-house PA Forum
equitable opportunity for PAs to be accountable for their
profession by participating in the Forum and the initiatives
derived from it, in a positive and constructive manner.
The Presidents Committee believe that not having an
in-house PA Forum can be to the detriment of the PAs
profession on one hand, and to their operating procedures
on the other. Some examples are:
• Important operational information not
communicated effectively to the PA
Community
• Mandatory training not being adequately
attended
• Employees not being correctly terminated
• Travel procedures not being followed 1|
• Legal implications of using outdated company
letterheads
• Procurement procedures being bypassed
• Counter production and ineffective systems
being implemented (no standards)
• Training opportunities only available to some
and not everyone
• New PAs take longer to adapt because there is no
PA Induction which is vital to their role
• No network opportunities
With this toolkit, the Presidents Committee’s aim is,
therefore, to provide the PA community with a resource
that will sustain their current Forum to serve as catalyst
to set-up one. Such a Forum will enhance professionalism
by providing PAs with the essential operational resourcing
tools pertinent to their job; ensure that the PA community
is informed, trained and kept updated with changes and
processes that occur within the business, and importantly
because it provides the opportunity for PAs to be active
accountable participants in their profession and effectively
support the leadership.
www.pafsa.co.za
 Toolkit

Chapter 1
Setting up a Forum

1 WHAT IS A PA FORUM AND WHY WOULD YOU WANT ONE FOR YOUR
ORGANISATION?

What is a forum? is definitely not a tea party.

• An opportunity to customise training and

• Place of, or meeting for public discussion; court,
development according to the organisations
tribunal. (Quoted from the Oxford Dictionary).
requirements and values. Often PAs are forgotten
• Meeting, discussion, brainstorming, round-table,
when it comes to training and development, yet
debate.
your roles are integral and important as you
Why would you want one for your shadow the leaders of your organisations.
organisation?
• Arranging and coordinating of special events
• To set standards and maintain them. (This can (Secretaries Day, Spring Day, Bosses Day,
|2
include the creation of a best practice manual – Christmas functions, your own forum meetings,
dress code, templates, HR policies, procurement launches, etc). This allows for the ideas of many,
policies, managing multiple managers, telephone help of many, and will make the event successful
etiquette, how to order stationery, place orders as everyone is involved in one way or another.
etc).
• Creation of a helpmate of vendors that are
• Provide networking opportunities amongst the part of the organisations preferred suppliers
PAs (providing them with an opportunity to learn (stationers, florists, team building companies,
more about the other departments’ functions / corporate gifts, caterers, hotels, venues etc).
operations). Hold a forum meeting with all PAs
• Creation of a folder on the companies intranet
every second month and generally invite your
providing an Information folder with all the PA
procurement department to give an overview
FORUM compiled information (your standards,
of a new process, or get your Corporate Social
templates, shopping lists, events calendar,
Responsibility team to tell you about new charity
committee members, minutes of meetings,
initiatives they are running, or invite speakers
objectives etc).
like Stef du Plessis to motivate and encourage
• An opportunity for “get to know” visits.
you. (These are just examples). You never use the
Department visits, site visits, etc (IT department,
FORUM as a complaints department, Tupperware
production, New product, new business, etc).
party, or any activity that will not add value to
• Roles and responsibilities of the Forum. Each
jobs or to the company. It is all work related and

Setting up an in-house PA Forum

 member should be allocated a responsibility,
preferably in line with the department she
currently works for, but not essential. Basically
if you need to draw up a budget and have a
treasurer to control the PA FORUM budget,
it would be nice to get either the financial
manager’s PA to be part of this role, or someone
who enjoys working with budgets.
2 Forming A Committee
Questions
• Who should be included in the PA Forum?
• How will the committee be selected?
• Who should lead?
• Corporate Governance within your PA FORUM
committee.
What to expect in terms of attendance:
• Include ALL the PAs in your organisation to
participate in your forum. From time to time you
can also invite the managers to attend some of
your PA FORUM meetings.
• There are two ways in which a committee can be
formed: By votes made by the PA community, or
Through voluntary participation.
Setting up an in-house PA Forum
In Conclusion: It goes without saying that a PA FORUM
will add huge value in many aspects of the PAs role, the
manager she represents and her organisation. It is also
important to realise that a forum offers the opportunity for
the PA to better perform in her job because she is informed,
educated, actively participates in its success and operates
in line with her company’s goals and objectives.
3|
• The new committee should select, by vote,
who they would like to be represented as their
chairperson.
• It is essential that once your committee is formed
that there are rules set, and actions which will
be taken should the rules not be adhered to. It is
important to set boundaries for your committee.
You have all the committee members sign a
confidentiality agreement as there are often
times when managers approach you to mentor or
coach their PAs, and certain information shared
may require confidentiality.
 Toolkit

Chapter 1
Setting up a Forum

3 SETTING STANDARDS

What standards are you talking about here? What is the expectation of standards?
Although many organisations already have set standards in place for certain operational requirements, there are
however gaps where it is important for both the image and the efficiency of the business to have set standards
pertaining to various functions required to be carried out by the PA as part of her job function. Often what happens
is that rules are set and filed away or only certain departments or people are aware of these standards which are
not effectively communicated to the people at ground level – mainly the PA Community. Here you need to look at
what standards you want to set. There are plenty of them, but what I can suggest is that you select those which are
pertinent and important to you for now and build on it as you go. You and your committee can later create a toolkit
|4 of the standards set. Remember though, that you would need to allocate these to your committee to ensure that they
are regularly updated and maintained.

Standards would include the following (examples):

• An introduction of the PA FORUM and its • Finance procedures

activities. • E-mail etiquette
• Company orientation guide • Event management
• House rules • Dress guidelines
• Health and Safety Policy • Electronic diary management
• Meeting room booking procedure • Relief PAs
• Social excellence • Function bookings
• Telephone etiquette • Procurement process
• Multiple Managers • Office moves
• Documentation guide • Logging calls
• Human resources policies • Mail merge

Setting up an in-house PA Forum

4 Networking
One of the most important characteristics you need as
a PA, or office professional is, the ability to be able to
communicate. You can neither grow nor develop if you
don’t communicate; you cannot express opinion or give
advice if you are not informed, and above all, how effective
are you if you don’t know about your own organisation or
how it operates?
Therefore networking within the PA FORUM could include
the following activities:
• Arranging “get to know your department”
sessions.
• Get to know the PAs within your own organisation
(important)
5 TRAINING AND DEVELOPMENT
You often overlook your own development in the quest to
manage your day-to-day functions within the time limits
you have, of which for most of you, can be quite difficult
sometimes. However the advantage of having a PA Forum
within your organisation will be able to help you manage
your day to day tasks collectively.
The idea is twofold: Firstly when you receive external
notification for relevant PA training, this can be reviewed
by the PA FORUM committee and then circulated to the rest
of the PAs if appropriate. The FORUM will serve as the main
point of communication on training and development
Setting up an in-house PA Forum
• Hold monthly topical FORUM meetings (business
related – no tea parties ladies!).
• Attending of Seminars and conferences and
meeting other PAs.
• Participating in events organized for the PA
community within your organisation.
• Participate in PA Summits and roundtable
discussions where you can share and exchange
5|
experiences.
• Join a recognized office professionals association
like PAFSA. Details available on request or go to
http://www.pafsa.ath.cx
for the PA.
Secondly consider, (depending on the size of your
organisation) the creation of a PA Induction Programme
for new PAs who have recently joined, or PAs who have
been with the organisation for some time, but need to
brush up on their general knowledge or new and updated
operational processes of the organisation.
• Circulate training information to the PA
Community.
• Take advantage of in-house product training and
encourage PA Community Participation.
 Toolkit

Chapter 1
Setting up a Forum

• Create your own PA Induction program where a play, the PA FORUM can schedule brief training
new PA can first be taken through the various tasks sessions so that everyone is in the loop, is kept
required in order for her to be better equipped updated and forms part of the process, and
before she officially starts her new role. knows and understands what is expected of the

• When new company procedures come into PA FORUM and its activities.

6 SPECIAL EVENTS

Special events within your organisations.

Examples:
|6 • Secretaries Day

• Boss’s Day

• Spring Day

• Casual Day

• Year End Functions

• Team Building Events

• Valentines Day

• Birthdays

• Anniversaries

• Launches

• Vendor EXPOs

The PA forum is the best and most effective way in which to

launch and promote these special events. However within
the context of your FORUM you need to identify which
ones are important to your organisation and schedule
these on an events calendar / planner.

Setting up an in-house PA Forum

7 HELPMATE

A helpmate can consist of the following:

• Florists
• Maps
• Newspaper and magazine subscriptions
• Dietary Preferences
• Training vendors
• Contact lists of PAs
• Policies and procedures
• Birthday list
• PA Standards Manual
• Restaurant Venues
• Electronic Letterheads
• Templates
• Stationery 7|
• Teambuilding vendors / ideas
• Hotels and accommodation
• Event planning schedule

8 Information folders

You have now established a huge hub of information

which you need to ensure is accessible to every PA in
your organisation. These can be placed on the company’s
intranet or on the public drive:

• P Drive

• Intranet

Remember that you would need to ensure that this

responsibility is allocated to a PA Forum committee
member to take responsibility of the folder to ensure
that it remains updated and relevant.

Setting up an in-house PA Forum

 Toolkit

Chapter 1
Setting up a Forum

9 MARKETING YOUR PA FORUM

You have now established a basic foundation for the core
purpose and reasons for having a PA FORUM within your
organisation, but how do you sell this idea? How do you
get buy-in from your managers? And, how do you get the
other PAs in your organisation to participate?
and they are happy with the concept, (which
if coordinated, and well thought through, will
definitely get their buy-in), set up time to do
a launch to the rest of the PA community and
provide them with an overview of your strategy

Answer: Through marketing for the year ahead and the activities you have
planned – remember to keep them informed (the
But where do you begin and how to do this?
PA Community), and use any feedback from them
• Firstly you would need to send an e-mail out
as constructive – it is after all their forum – you
|8
to the PA community advising them of your
are merely the conductor ( not the dictator) of
intention to start a forum, and inviting them to
the orchestra.
participate as members.
• Create a brand for yourselves through the use of
• Once all the elements of your forum have
a banner for e-mails, birthdays, notifications, daily
been consolidated (roles and responsibilities,
inspirations, tips and other correspondence.
budget, initiatives) arrange a meeting with the
management team, or your Human Resources
Director and (as a committee), do a presentation
to them as to what your intentions are. (It is
VITAL that you have the buy-in of the managers,
because without it, it will be extremely difficult to
manages). In this presentation you would need
to show your objectives (what you would like to
achieve and what value it is going to add), as well
as the initiatives you would like to take on for now
(don’t choose too many at once and remember to
put time lines to these), as well as what budget
may be required.

• Once you have approached management

Setting up an in-house PA Forum

10 WORKING ON A BUDGET

It is important, but not necessary to have a budget from which to work from. Most organisations do set aside a budget
facility for training purposes for their employees. It may be a good idea to establish what this budget is and to use it to
form your own PA FORUM budget. Having a PA forum budget is also advantageous for the company as all PA related
expenses will sit in one place as opposed to the various costs centres, where some PAs have opportunities and others
not, to take advantage of initiatives available to them – in this way there is equality.

Steps to take will include the following ideas:

• Prepare a budget together with your team, outlining • Prepare a proposal of your budget in a PowerPoint
costs per head and annualized over 12 months. presentation 9|

• Budget for the following thing, i.e.: • Set up a meeting with your financial director

i. Training and development, seminars and to present your proposal to him/her.

conferences

ii. Travel costs Good luck!!

iii. Gifts

iv. Secretaries Day

v. Bosses day Day

vi. Team build events / strategy sessions

vii. Stationery and printing

viii. Books

ix. Professional Memberships

x. Catering

xi. Rewards and Recognition

• Schedule your budget, first working on per head

(per PA), and then multiplying this into real terms
(number of PAs).

Setting up an in-house PA Forum

 Toolkit

Chapter 1
Setting up a Forum

11 ROLES AND RESPONSIBILITIES

You have now worked through most of the detail, but in • Teams:
order to bring this all together you need to ensure that the i. Events coordinator
operational side of your new FORUM is taken care of and
ii. Financial Advisor
the administration functions and the role of each of the
iii. IT Coordinators
committee members are effectively managed.
iv. Public Relations Officers
Roles v. Marketing
• Chairperson
• Secretary
| 10

12 putting it all together

Now that you have the essential framework, you should
be able to put together a PA FORUM.
The Way Forward:
• Plan a strategy day, out of the office with your
new committee (get one of your frequent venues
to give you a “free” day and use it as a site visit of
their facilities.
for the next year.
• Allocate Responsibilities that are required to
accomplish your objectives.
• Draw up a budget.
• Draw up a calendar of events with time lines.
• Present your proposal to management.
• And most importantly, enjoy!

• Set out your objectives.

• From your objectives choose a few realistic things

you would like to achieve within your PA FORUM

Setting up an in-house PA Forum

Manual

Chapter 2
PA Forum welcome letter

Template

[DATE]

Dear PA

On behalf of the PA Workgroup I would like to welcome you to [YOUR ORGANISATION] and the exciting and
challenging world of the [ORGANISATION] PA.

We are very proud indeed to support a leadership that drives a company that continues to exceed expectations
and push past the boundaries to hold the lead in the industry. I believe that you will also find that it is a leadership 11 |
that recognises the value of the PA role and who inspire us to be the best PAs we can be.

The mission of the [ORGANISATION] PA Forum is to empower and inspire PAs to deliver dazzling service with
passion. As a [ORGANISATION] PA, you will be able to take charge of your own development and growth and
enjoy the support of your peers.

Welcome!

Chairperson

[ORGANISATION] PA Workgroup

Setting up an in-house PA Forum

 Toolkit

Chapter 3
Introduction to the PA Forum

Template

In [MONTH] the Professional Assistants of [ORGANISATION] What We Do

went to the next level by democratically voting in their
We hold [BI-MONTHLY ] meetings that serve as
new PA Forum committee. [NAME] was unanimously voted
educational hours of learning for current global trends.
in as Chair and the forum took off on a journey of challenge
Speakers are invited to address topics of relevance both
and adventure.
in [ORGANISATION] and in the industry. The Forum
It was a turning point in officially initiating the
also publishes a [MONTHLY] newsletter called the
development and compilation of a Best Practices Manual
[ORGANISATION] Post, edited by [NAME].
for all [ORGANISATION] Professional Assistants and in so
The core purpose of the PA Forum is to provide
doing embracing the core value of Industry leadership. It
| 12 the [ORGANISATION] PA with the necessar y
had become obvious that there was a need for a dynamic
knowledge and information relative to her
document that could be used as a reference guide,
job, her development and her profession.
information source and a benchmark.

The process took several months of hard work and

What we offer
consultation, and many hours to produce. We are satisfied
that this electronic folder will work for you whether you 1. Affiliation to a group of professionals.

are brand new to the organization or have been here 2. Training.

for some time. The Best Practices Manual is available on
[ORGANISATION PUBLIC FOLDER].
This is your gateway to information. Share your
thoughts, hints and tips with us. We all want to learn!
We welcome any positive feedback or enhancements.
Who we are
The [ORGANISATION] PA Forum was founded in [YEAR] by
[NAME]. It comprised of a voluntary monthly meeting to
which any PA in [ORGANISATION] was invited. This Forum
encompasses all Professional Assistants.
3. Networking with other PA’s in [ORGANISATION].
4. Coaching.
5. Company tours of Departments within
[ORGANISATION]’s operations.
6. Links to PAFSA, OPSA and Educational Services
SETA.
7. Support.
8. Up to date information pertaining to
[ORGANISATION] Processes.
9. Information pertaining to the Industry.
10. Access to the PA FORUM folder on [ORGANISATION

Setting up an in-house PA Forum

 INTRANET].
11. Best Practices Manual / Helpmate.
12. Monthly Newsletter.
13. Organising of annual events such as the
Secretaries Day Breakfast and vendors EXPO.
What we believe
As a group dedicated to service we uphold the
[ORGANISATION] values and service principles. We
believe in a transparent and shared leadership that will
benefit us all. We are passionate about the organisation
and our chosen career and seek to enrich both.
Our mission
[ORGANISATION]
PA Forum – Statement of intent
“To understand the answer to a successful business,
we must understand some of the most important ways
the world is changed”
Professional Personal Assistants and Admin Assistants
provide the cornerstone to the success of [ORGANISATION].
We are embarking on a journey of strategic intent to use the
collective strength of the group to make [ORGANISATION]
even more successful.
The initiation of this process will include:
1. To ensure cohesion within all [ORGANISATION]
environments.
2. To align the Forum with the business intent and
Setting up an in-house PA Forum
core values of [ORGANISATION] which are
3. [YOUR OWN PONTS].
4. Building relationships within functional areas
that foster the [ORGANISATION] culture.
Objectives
In no particular order:
1. Updating of the Best Practice Manual /
Helpmate.
2. Sending out inspirational messages, tips of the
week, and birthday wishes.
13 |
3. Compiling a new PA welcome pack.
4. Continuation of the [ORGANISATION] Post, a
monthly newsletter which is sent out to all PA’s.
5. Training and development of our PA’s; an INSETA
assessment tool to be used to identify realistic
training needs for our PA’S.
6. Continued maintenance of the PA Folder on
[ORGANISATION INTRANET].
7. Organising the [ORGANISATION] PA event in
September every year.
8. Organising the annual Vendors’ EXPO.
9. Celebration of Secretaries Day and Boss’s day
events.
Duties of the PA work group
1. The PA WORK GROUP is responsible for the proper
and sound management of the Forum, in terms
of these rules.
 Toolkit

Chapter 3
Introduction to the PA Forum

2. The PA WORK GROUP must act with due care, and contributions.
diligence, and skill and in good faith and fulfil
all the principals and intentions laid out in the
Powers of the a work group
strategic statement.
The PA work group has the power:
3. Members of the PA WORK GROUP must avoid
1. To appoint a committee consisting of such PA
conflicts of interests, and must declare any
WORK GROUP members and other experts as it
interest they may have in any particular matter
may deem appropriate;
serving before the Board.
2. In general, do anything, which it deems
4. The chairperson must preside over meetings of
necessary or expedient to perform its functions in
the PA WORK GROUP and ensure due and proper
accordance with the provisions of these rules.
conduct at meetings.

| 14 5. The PA WORK GROUP must keep minutes,

accounts, entries, registers and records as are
essential for the proper functioning of the
Forum.
6. The PA WORK GROUP must ensure that proper
control systems are employed by and on behalf
of the Forum
Complaints
1. Members may lodge their complaints, in writing,
to the PA WORK GROUP.
2. The PA WORK GROUP in writing will respond to
all complaints received in writing.

7. The PA WORK GROUP must ensure that adequate

PA work group
and appropriate information is communicated
to the members regarding their rights, benefits List the names of the group.

EXCO Member Department Telephone

Signed off by Presidents Committee Date

Setting up an in-house PA Forum

 Toolkit

Chapter 4
Office guideline for Office Professionals (A-Z Resource list)

TEMPLATE

This is a generic list. Each office professional should customise this list according
to specific requirements in their respective offices.
Action / Emergency procedures / Medical Emergencies
A
Attendance Registers
Birthdays / cards
B
Booking of conference venues (relevant company procedure to follow)
Cashier / petty cash
Car allowance
Car Hire
Catering services (names/method of payment) 15 |
Cell phone password change
Cell phone procurement
Cleaning of offices
Computers (Helpdesk / IT person telephone no / Passwords / IT contact lists)
C
Conference rooms/venues (attach a list with venues for meetings/conferences – internal as well as
external)
Copy machine (fault reporting, serial no, contact details for service provider, etc)
Corporate Gifts
Cost codes
Courier services
Contacts (refer to Outlook contacts that can be shared in departments)
Company information
Diaries
Daily Planning
D-dates for reports
D
Dictionaries
Document layout
Dress Code / Dress Etiquette
e-mail / electronic diary
e-mail etiquette
E e-Cards
Emergency procedures/Emergencies
Event Management
Fax machine (serial no, fault reports)
F Filing (Index / information)

Setting up an in-house PA Forum

 Toolkit

Chapter 4
Office guideline for Office Professionals (A-Z Resource list)

Finance
Flight bookings
Flowers - order
Follow-up system
F
Forms
Formats used by company (branding specific)
Functions
Furniture
Gate releases (personal computers to and from building)
Geography
G Gifts policy
Gift shop – orders
Guest houses (attach a list of guest houses in immediate vicinity and other areas)
Help - Names of colleagues who can assist (Subject matter experts)
Helpdesk
H Hotels (attach a list of hotels in immediate vicinity and other areas)
| 16
Hotel reservations
Human Resources queries (contact details)
Induction programme – new employees
I
Invitations (formats, etc)
J Job description
Kitchen arrangements
K
Keys (office / filing cabinet)
Leave forms / arrangements Legal (Company legal advisers contact details)
Letterheads
L List of department and telephone numbers
Links (various websites used within own company)
Logos
Magazines
Manager(s) (personal details)
Mail – manager’s (what is required - inbox / outbox / files for sorting)
Mail services (name, tel no)
Maintenance
Maps
Meals
M
Medical Emergencies
Meeting dates
Meeting etiquette
Meeting rooms
Meeting files (minutes, agenda and attendance register)
Messages (how to handle - for Manager, others)
Minutes

Setting up an in-house PA Forum

 Newspapers
N
Notices to employees
Organograms (own department, business unit / group / company)
O
Outlook programmes
Parking arrangements at building
Parking for events
Passwords (these should never be shared, however everyone might need to write them down and keep
them safe somewhere)
Plants – watering
P Press Releases (if you are not responsible to do them, who to contact, etc)
Preparation for manager (meetings, presentations, etc)
Presentations - tips
Printer
Policies and Procedures
Q-cards
Q
Queries / Questions
17 |
Reports (deadlines)
R Reservations (hotels/dinner)
Road Maps
SAP Procedures
Security arrangements
Shoe Policy (should your company have such a policy)
S
Sponsorships
Stationery (ordering, stock keeping, etc)
Subscriptions (magazines / newspapers)
Telephone lists of regularly dialled numbers as well as emergency numbers
Telephone conference
Tea/Coffee arrangements/refreshments (ordering)
T
Tea/Coffee for manager(s)
Transport arrangements / regulations / contact no
Travel (air) arrangements (domestic, overseas, helicopter)
U Unions (name list and contact numbers)
Vat Number / Registration No
Visas (arrangements for overseas travel)
V
Visitors and arranging of permits
Venues for meetings / responsibility
Working hours
W
Written English
X
Y
Z

Setting up an in-house PA Forum

 Toolkit
Chapter 5
PA Forum Proposal
PA FORUM PROPOSAL
From the outset it must be noted that the PA forum is an
essential resource tool for [COMPANY] PAs.
Purpose
The PA Forum will provide access to essential resources
required by the PAs on mandatory operational procedures
pertinent to their roles; the PA Forum will provide a
platform for PAs to access training and developmental
needs which will be standardized across the board giving
18 |
access to training and development to all PAs, and lastly,
the PA Forum will provide a fair and equitable opportunity
for [COMPANY] PAs to be accountable for their profession
by participating in the Forum Workgroup and the initiatives
derived from it, in a positive and constructive manner.
This proposal takes into consideration needs that were
identified by the PA Community from a workshop which
Renita September and her team facilitated in August 2010.
These needs are:
• A PA Champion ([COMPANY ] People/HR
representative.
• The PA Forum.
• Standard Operating procedures (which will
be incorporated as a resource within the PA
Forum).
• PA Induction (which is incorporated as a resource
within the PA forum).
• A buddy system (this need will be fulfilled
Setting up an in-house PA Forum
through mentoring given by senior PAs on a
voluntary basis).
Governance
The PA Forum will be open to all PAs within the [COMPANY]
community, including all regions and DFC’s.
The [COMPANY] PA forum will be run by the PAs for the
PAs. [COMPANY] People H/R, will champion the forum, its
purpose and governance. It will be mandatory for all PAs
to participate in the PA Forum initiatives.
Participation in the PA Workgroup will be voluntary. A
chairperson will be nominated on an annual basis by
the [COMPANY] PA community. Invitations to join the
workgroup will be extended on an annual basis.
The PA forum will operate in a transparent manner
and in line with [COMPANY]’s core values. All views
and contributions made to the PA Forum by the PA
community will be considered by the workgroup in line
with [COMPANY]’s core values and the purpose of the PA
Forum.
PA Forum meetings will be recorded and minutes of
meetings made available on the PA Forum folder to view
by the PA Forum community.
A budget and cost centre for the PA Forum will need to be
re-instated. An estimated budget could be in the region of
[AMOUNT] . per annum – Total PA headcount as at [DATE]
= [NUMBER] .
Training and development
The forum will focus on the following training and
developmental initiatives for all PAs.
PA Induction program
The PA Induction will be mandatory for all new PAs and
optional for existing PAs requiring refresher training, on a
monthly basis, and will include facilitation from business
owners. Processes which are essential to the PAs job
function will include:
• Recruitment.
• Procurement.
• Stationery Tool.
• Travel.
• Payroll and reimbursements.
• IInformation Technology and Intranet
• Learner Management Systems (LMS)
• PA Forum.
• Training Courses.
• [COMPANY] recommended SETA accredited
secretarial training courses and seminars.
• A bespoke National Certificate of Business
Administration certification for professional
assistants.
• [COMPANY] business information sessions.
• Encouragement of on-line training through
LMS.
• In-house secretarial workshops, covering time
management, professionalism, working with
multiple managers, conflict management,
Setting up an in-house PA Forum
collaborative resourcing, project management,
etc, to name a few.
• [COMPANY] PA Conference – to be hosted on an
annual basis.
Mentoring and coaching
Senior PAs within the organization have both the skill and
ability to assist in the mentoring and coaching of entry
level PAs into the secretarial profession, as well as any
other PA requesting mentorship. This initiative will be
voluntary. A resource tool has been created and has been
used successfully on PAs in the past.
19 |
Operational resources
PA Forum Folder
The folder, available via company intranet needs critical
updating of resources essential to the PAs daily job.
Resources will include the following:
• Updated electronic [COMPANY] letterheads
• Forex templates and updated financial process
information.
• Recruitment templates and updated recruitment
process information.
• Procurement order request forms, BEE compliance
and process information.
• [COMPANY] offices maps for all regions.
• Meeting room booking process, information and
contact details.
• PA Contact lists and departmental information .
 Toolkit

Chapter 5
PA Forum Proposal

• Travel information, policies and templates.

• LMS process and guidelines.

• Preferred suppliers list.

• Stationery tool guide.

• Standard templates for agenda, minutes and matters arising.

• Group facilities templates, guidelines and procedures.

• Call logging guide.

• List of Training courses available.

• PA forum information.

• Event management guidelines, process and contact details.

20 | • Current training and development initiatives.

Business Knowledge Sessions

These will be sessions hosted by the PA Forum on new initiatives by business which needs to be communicated to the
PA community and will happen as and when the need arises.

Network Opportunities
The PA forum workgroup will provide opportunities for the PA community to network amongst each other, in order
to build strong relationships, gain insight into the cross culture of [COMPANY] and to ensure a team effort is achieved.
This can be done through organizing:

• Secretary’s Day event

• Incentive programs

• Annual PA Conference

• Business Knowledge Sessions

Conclusion
A PA Forum is without a doubt a valuable resource, one which will drive and encourage the [COMPANY] values,
enhance productivity and efficiencies, and ensure that a standard exists and is maintained within the [COMPANY] PA
Community.

Setting up an in-house PA Forum

 Toolkit

Chapter 6
PA Forum Operating Framework

Template

Key objectives:
• To provide the [COMPANY] PA community with essential operational resourcing tools pertinent to the job.

• To ensure that the [COMPANY] PA community is informed, trained and kept updated with changes and process
that occur within the business

• To provide access to secretarial training and development opportunities relative to their job functions.

• To provide the opportunity for [COMPANY] PA’s to be active accountable participants in their profession and
effectively support the [COMPANY] leadership.

• To ensure the PA Forum is championed by an Holdings EXCO representative. 21 |

Key to Role Matrix PA Headcount

P = Primary owner
S = Secondary owner/s
C = Contributory

Key Process Owners: Once the PA Forum has been approved by EXCO, invitations to participate in the workgroup will
go out to the PA community, and roles allocated.

Investment based on headcount of [NUMBER] PA’s. Governance investment includes stationery, branding, refreshments,
strategy session venues, hotel accommodation + car hire for coastal delegates, and speaker costs.

Setting up an in-house PA Forum

 22 |
KEY PROCESS ROLE MATRIX FREQUENCY
DRIVERS
FUNCTIONS / DESCRIPTION EXCO Work Chairperson Key Process PA Monthly Quarterly Bi-Annually Annually INVESTMENT
Champion Owner Community
group
• Open to all [COMPANY] PA’s P Workgroup R
• Run by the PA’s for the PA’s P C Chairperson
• [PERSON] will be PA P S C
Forum Champion
• Mandatory for all PA’s to P C
• participate in forum
initiatives
• Workgroup participation P C
voluntary.
• hairperson nominated S C
by PA Community
• Invitation extended to all P
[COMPANY] PA’s to
participate
on the workgroup
committee
• Operate in a S C
Governance transparent manner.
• All meetings will be S
recorded
and minutes of meetings

Setting up an in-house PA Forum

made available to the PA
Community and
Champion.
• All contributions received P C
from the PA community
will be considered in line
with our key objectives.
• Annual report to S C
be compiled for the
EXCO Champion
• PA Forum meetings C P
• PA Forum strategy sessions C P
• Effectively manage PA C S S P
Forum budget
KEY PROCESS ROLE MATRIX FREQUENCY
DRIVERS
FUNCTIONS / DESCRIPTION EXCO Work Chairperson Key Process PA Monthly Bi-Annually Annually INVESTMENT
Champion Owner Community
group
• PA Induction
• Mandatory for all new PA’s.
Optional for existing PA’s
• Recruitment / resignation
process
• Procurement process
• Stationery ordering tool No Cost to
S S P C X
• Travel process PA Forum
• Payroll and reimbursement
process
• Technology & Intranet
• Learner Management System
training
TRAINING AND
• PA Forum function
DEVELOPMENT
• Secretarial Training R
• SETA accredited training S S P C X
courses and workshops
• Bespoke National Certificate X R
in Business Administration
Certification
• [ C O M PA N Y ] B u s i n e s s S S P C X No cost
information sessions
• LMS on line training S S P C As and when required No direct cost
initiatives
• In-House workshops S S P C X R
• [COMPANY] PA Conference C S S P C X R
• Mentoring and Coaching S S P C As and when required
• PA Forum Folder on Intranet
• Updated [COMPANY] group S S P C
electronic letterheads
• Forex templates and financial S S P C
process information
OPERATIONAL
• Recruitment templates and S S P C Maintained on an ongoing basis. No Cost
RESOURCING
updated recruitment process
information
• Resignation templates and S S P C
updated resignation process
information
 24 |
KEY PROCESS ROLE MATRIX FREQUENCY
DRIVERS
FUNCTIONS / EXCO Work Chairperson Key Process PA Monthly Quarterly Bi-Annually Annually INVESTMENT
DESCRIPTION Champion Owner Community
group
• Procurement order S S P C
request forms, BEE
compliance and
process information
• COMPANY ] group S S P C
office maps
• Meeting room booking S S P C
process, information
and contact details
• PA Contact lists, S S P C
companies and
departmental
information
• Travel processes, S S P C
policies, templates
and information
• LMS process and S S P C
guidelines
• Preferred S S P C
OPERATIONAL supplier lists
RESOURCING • Stationery S S P C
tool guide

Setting up an in-house PA Forum

• Standard S S P C
[COMPANY] agenda,
minutes and matters
arising templates
• Group Facilities S S P C
templates,
guidelines and
procedures
• Call logging S S P C
process guide
• Training and S S P C
development
initiatives
• Event management S S P C
guidelines,
processes and
information
• PA Forum P C
information
TOTAL INVESTMENT R
 CONSEQUENCES OF NOT HAVING A PA FORUM

Operational and training processes not being adhered to which will result in financial losses and ineffective application
of mandatory processes. Some examples are:

• Important operational information not communicated effectively to the PA Community.

• Mandatory training not being adequately attended.

• Employees not being correctly terminated.

• Travel procedures not being followed.

• Legal implications of using outdated company letterheads.

• Procurement procedures being bypassed. 25 |

• Counter production and ineffective systems being implemented (no standards).

• Training opportunities only available to some and not everyone.

• New PAs take longer to adapt because there is no PA Induction which is vital to their role.

• No network opportunities.

"Coming together is a beginning;

keeping together is progress;
working together is success.”
Henry Ford

Setting up an in-house PA Forum

 26 |

We hope many organisations put to use some, or all of its

suggestions, for the benefit of the PA/Administrative Assistant
community.

www.pafsa.co.za

Setting up an in-house PA Forum