The people who keep the College of Business moving

A faculty member needs materials for class. A meeting needs to be rescheduled. A student has a question but isn't sure where to turn. Meanwhile, an unexpected request has thrown the day's carefully organized plans out the window.

For the administrative office assistants in Central Michigan University's College of Business Administration, it's all part of the job. Across the college, these professionals coordinate schedules, prepare materials, manage departmental operations and solve problems that most people never realize existed. Their work often happens behind the scenes, but their influence reaches into classrooms, offices and student experiences throughout the college. And if there's one thing they've mastered, it's the art of pivoting.

A little bit of everything

Kathy Litwiller, administrative office assistant for the Philip L. Kintzele School of Accounting, knows that an organized to-do list is only the beginning of a productive day.

"You may have your list of to-dos that you want to get done," Litwiller said. "Well, you may, may not even touch that because other things come up."

A canceled class, a last-minute request or an unfamiliar project can quickly change the day's priorities. For Litwiller, who has worked at CMU for more than 17 years, adaptability is as important as organization.

It's a familiar experience for AOAs throughout the college. Their responsibilities require knowing a little about a lot of things, navigating university procedures and figuring out what to do when something unexpected comes along. That combination of organization, institutional knowledge, and flexibility helps keep departments running, even when circumstances are anything but predictable.

More than an office

Although much of their work supports faculty and departmental operations, AOAs also play an important role in students' experiences. Sometimes that means answering a practical question. Other times, it means offering encouragement, listening, or connecting someone with the right resource.

Cindy Howard, who has worked at CMU for 25 years, regularly helps students navigate scholarship questions through the dean's office. Over the years, however, her relationships with students have extended well beyond paperwork and procedures. Howard has become a trusted source of advice for students navigating difficult conversations or personal challenges. Some have reached out years after graduation to share how much her kindness and encouragement meant during their time at CMU.

Litwiller has seen similar relationships develop in accounting, where students regularly stop by the office just to say hello.

"I enjoy students so much," she said. "They're away from home for the most part. I want them to know that they can stop in here."

Those relationships illustrate something students might not immediately recognize: The people working in their department offices can be valuable members of their support network.

Sherry Yens, administrative office assistant for Finance and Law, encourages students to take advantage of faculty office hours and build relationships beyond the classroom.

"Faculty are here to help, not just to teach," Yens said. "They can be mentors."

When students aren't sure where to begin, the administrative office can be a good first stop. As Yens put it, "We are here to help with anything."

Experience that makes a difference

One of the most valuable things AOAs bring to their work is institutional knowledge. They understand how departments operate, how university processes have changed and where to find answers when questions arise.

Melissa Davidson has spent nearly three decades at CMU, beginning in the dean's office in 1997 before moving to the Department of Economics. During her 29-year career, she has witnessed changes in the college's buildings, offices, systems and personnel.

When Davidson arrived in economics, she inherited a considerable backlog of departmental records and paperwork. It took nearly a year to organize everything. Before retiring on Oct. 30, she drew on that experience to help prepare the department for the transition to her successor.

"CMU has been much more than a workplace—it has been a community and an important part of my life," Davidson said.

Robin Berry, administrative office assistant for Marketing, Hospitality, and Logistics, has been at CMU since 2008. Her responsibilities range from maintaining the college's quick reference directory to coordinating internship paperwork with supervisors, helping faculty and students navigate the details that keep academic programs running smoothly.

"For me, at the heart of this job are the students and faculty, and I just want to take care of them in the best way that I can," Berry said.

Beyond the office, Berry is an enthusiastic sports fan, particularly when it comes to football. That energy and enthusiasm are part of the personality she brings to a role centered on helping others.

For newer employees, that expertise comes from different experiences. April Northrop, who recently joined Business Student Services, brought administrative experience from previous positions, including work in a hospital. Her interest in the profession reaches back to childhood, when she helped her mother, a longtime church secretary, prepare materials and support events.

Although their backgrounds vary, the college's AOAs share an ability to adapt, learn and help others navigate unfamiliar situations.

Get to know your AOA

Faculty members may be the most visible faces of an academic department, but they're supported by professionals whose work makes teaching, research and student engagement possible. The college's AOAs are organizers, problem-solvers, communicators and sources of institutional knowledge. They help keep departments moving while creating welcoming spaces where students can find information, encouragement and a familiar face.

Meet the CBA's administrative office assistants:

• Management: Kylie Pearce
• Business Information Systems: Tracey DeFeyter
• Dean's office: Danielle Mason and Cindy Howard
• Philip L. Kintzele School of Accounting: Kathy Litwiller
• Finance and Law: Sherry Yens
• Marketing, Hospitality, and Logistics: Robin Berry
• Economics: Crystal Harsh
• Business Student Services: April Northrop

The next time you have a question, need help finding a resource or simply want to learn more about your department, stop by the office. You might be surprised by how much the person behind the desk knows—and how happy they are to help.