A new study is shining a spotlight on administrative assistants; a group who are essential to the daily operations of colleges and universities but are often overlooked in higher education research. While scholarship in leadership frequently examines the roles of faculty and senior administrators, administrative assistants are seldom reflected in this literature stream. Published in Advancing Women in Leadership, researchers from the department of Educational Leadership and Research Methodology conducted a qualitative study centering on the voices of administrative assistants, positions overwhelmingly held by women.

Doctoral candidate Kelli Listermann, Professor Cristobal Salinas, Ph.D., and Tamara Penna, a student in Florida Atlantic’s Harriet L. Wilkes Honors College, conducted interviews with six women employed at institutions across the Southeast and Midwest United States. Drawing on Herzberg’s Two-Factor Theory, the findings of the study reveal a complex picture. Administrative assistants are often underpaid, overworked, and lack formal mentorship or training. Yet, they find deep satisfaction in the relationships they build with students and peers.

Participants described having to “train themselves on everything,” with one noting, “My only mentor was a book.” The absence of structured mentorship and training leaves administrative assistants to rely on informal networks for support and guidance. Salary stagnation and increased responsibilities further compound feelings of being undervalued. As one participant shared, “My salary is $38,300, and that’s after almost 11 years of working here,” underscoring a disconnect between compensation and the scope of duties performed. Another participant stated, “The challenge is to come to work with a smile on your face, knowing that you haven't necessarily been acknowledged for taking on additional responsibilities.”

Despite these challenges, the study found that administrative assistants derive significant fulfillment from the relationships they cultivate. Many maintain contact with students long after graduation, serving as informal mentors and sources of encouragement. Peer relationships also provide a vital support network, fostering a sense of community and resilience in higher education environments. As universities seek to improve staff retention and morale, this research recommends that higher education leaders invest in mentorship programs, competitive pay, and professional development opportunities. Valuing and supporting administrative assistants is not just about acknowledging operational efficiency, it’s about recognizing the essential human connections they nurture across campus. Administrative Assistants are a dynamic force in sustaining campus life.