Support staff are the often-overlooked champions of every organization. From maintaining seamless operations to ensuring workplaces are safe and efficient, they work diligently behind the scenes, forming the backbone of daily operations.
However, their efforts can sometimes go unnoticed, which invariably impacts their morale, productivity, and engagement. It is therefore essential for leaders to recognise and appreciate the immense value they bring to the table.
Appreciating support staff is not just a gesture of goodwill but goes a long way in creating a culture of respect, improving retention, and enhancing overall organisational performance.
Here are five impactful ways to make support staff feel valued and empowered:
Acknowledge Their Contributions
Recognition is one of the simplest yet most powerful ways to appreciate support staff. Everyone wants to feel valued and that their efforts matter. When employees see how their work aligns with and furthers the company’s goals, it instills a sense of belonging and promotes a more inclusive organizational culture.
A genuine “thank you” can make a world of difference. Leaders could take this appreciation to the next level by publicly recognising their contributions in newsletters, company emails, or on social media.
During the COVID-19 pandemic, for example, there have been organisations that acknowledged how facility teams ensured workplace safety, how technical support teams enabled seamless remote work, and more. Small gestures like these are proven to have a lasting impact.
Create Opportunities For Growth
True empowerment stems from growth. Investing in professional development programs for support staff shows that organisations value their aspirations and view them as integral to the organisation’s success. This creates a sense of belonging and loyalty, leading to long-term associations.
As support staff often juggle multiple responsibilities, providing targeted training can enhance their skills. For instance, administrative assistants could benefit from courses on advanced project management tools, while housekeeping staff might appreciate workshops on safety and hygiene standards.
It is the hallmark of a progressive employer to empower its support staff by creating pathways for career progression. A receptionist with excellent organisational skills could transition into a facilities management role with the right guidance and training.
For example, Embassy Group promotes career growth through job rotation, enabling staff to transition into desk jobs or support roles. Employees who started in housekeeping have, with the organization’s support, successfully advanced to professional positions in Finance and Administration.
It is important that organisations allocate specific budgets for their learning, whether attending industry seminars, providing certificate courses, or receiving on-the-job training.
Ensure Fair Compensation and Benefits
Compensation is not just about paying wages. It reflects how much an employer values an employee’s contribution. Fair and transparent pay, along with meaningful benefits, showcases how supportive a workplace is.
As support staff often work in multiple shifts and ensure the upkeep of the entire organisation, it is important to ensure they are compensated fairly in line with market standards. For instance, if administrative professionals are managing tasks beyond their roles, such as coordinating office operations, it is vital to adjust their pay accordingly.
Benefits like meal vouchers, transport allowances, or wellness initiatives, such as yoga sessions or mental health counselling, can show that their well-being matters.
Some organisations provide monthly grocery vouchers or fund education for their support staff’s children, fostering goodwill not only among the staff but also their families.
Celebrate Special Occasions
Celebrations create a sense of community and joy. By recognising key moments in the life of a support staff member or by organising team-wide activities, the employer sends a message that they are a vital part of the company.
Something as simple as a birthday card or a small gift on a work anniversary can make them feel valued.
Arranging quarterly luncheons or appreciation events where everyone, regardless of role, comes together.
During the holiday season, providing small yet thoughtful bonuses, personalised gifts, or leaves can make a big difference. At Embassy Group, it is a culture to provide at least 10 days of leave to all staff members, thus giving them enough time with their loved ones while also recharging themselves.
Additionally, as part of our Thanksgiving tradition, our senior leaders serve meals to all support staff as a heartfelt gesture of gratitude for their unwavering dedication throughout the year. Furthermore, we organised an off-site for support staff, which included a few days of fun activities, team-building activities, and more.
Involve Them in Decision-making
This could come as a surprise, but it is important to acknowledge that support staff have unique insights into how operations work at a granular level. Hence, involving them in decisions, especially those impacting their work, promotes respect and engagement.
Ask for their input. Whether it is redesigning workflows or implementing a new tool, it is a good practice to seek feedback from the support teams who work closely with their respective systems.
For instance, before introducing a new office scheduling system, it is prudent to consult the receptionist or office manager who understands the practical challenges. Designing company-wide surveys in regional languages goes the extra mile in engendering greater inclusion.
Employers could also create forums or committees where support staff can share ideas or concerns. It is time organisations treat support staff as experts in their domain.
Appreciating and empowering support staff is not just about grand gestures but about consistent, thoughtful actions that recognise their contributions and help them grow. This approach does not just benefit support staff but strengthens the entire organisation.
When employees at every level feel respected and empowered, the ripple effects include higher engagement, better performance, and a more cohesive work environment.
For leaders, it is a compelling opportunity to build an inclusive, humane workplace where everyone thrives. Frequent communication and efficient information sharing are crucial. After all, when they elevate those who support them, they uplift the entire organisation.
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