Summary for April 2014 - myhss.org€¦ · Summary for April 2014 1. Calls and Office Visits a. ......

1

Operations Update May 2014

Summary for April 20141. Calls and Office Visits

a. Inbound Callsb. Speed of Answerc. Abandonment Rated. In-person Assistance

2. Delinquency & Termination Notices


Calls & Office Visits: April 2014

• Calls and In-person Assistance total:

- Inbound calls: 3,535 answered calls (6% ↑ from 2013)

- Speed of answer: 12 seconds (40% ↓ from 2013)

- Abandonment rate: 0.6% (21 calls)

- In-person assistance: 1031 members (1% ↑ from 2013)

2


Inbound CallsC

alls

4,150

3,187 3,332

3,535

-

1,000

2,000

3,000

4,000

5,000

6,000

7,000

8,000

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

2012 2013 2014

Open Enrollment


Call Speed of Answer

Sec

onds

GOAL < 30 seconds

13 16 13 12

0

50

100

150

200

250


2012 2013 2014

Open Enrollment

3


GOAL < 3%

Abandonment Rate

1.6%0.8%

1.2%

0.6%0.0%

1.0%

2.0%

3.0%

4.0%

5.0%

6.0%

7.0%

8.0%

9.0%

10.0%

11.0%

12.0%

13.0%

14.0%


2012 2013 2014


In-person Assistance

998

857899

1031

0

200

400

600

800

1000

1200

1400

1600


2012 2013 2014

4


Delinquencies & Terminations: April 2014

• Delinquency Notices Sent- Employees: 304- Retirees: 63

• Termination Notices Sent- Employees: 72- Retirees: 4


Delinquency Notices: April 2014

396

316

346

304

75

58

64 63

0

50

100

150

200

250

300

350

400

450

500


2013 Employees 2014 Employees 2013 Retirees 2014 Retirees

5


Termination Notices: April 2014

114

85

95

72

16 20

5 4

0

20

40

60

80

100

120

140

160


2013 Employees 2014 Employees 2013 Retirees 2014 Retirees


HSS Operations April 2014 Incoming calls slightly increased this month due to questions regarding the retiree

dental plan survey.

All customer service goals were met. Call wait times and abandonment rate are at the lowest they have been in three years.

HSS benefit analysts are working closely with PPSD to start quarterly imputed income reconciliation on active employees who in 2014 have not had earnings based on hours worked. This will decrease year end work HSS and PPSD are required to do to reconcile imputed income reporting on W-2s.

HSS operations attended an Oracle presentation on PeopleSoft 9.2. Presentation was focused on changes and enhancements in the benefits administration module. Included were changes in work flow tools and a demonstration of eBenefits.

Finance and Accounting

• Finalized Blue Shield Flex experience for 2013 plan year, and provided recommendations to the

HSS Board Finance and Budget Committee.

Contracting

• Executed Contracts

• Executed Second Amendment of the Cheiron contract (Business Associates Agreement),

on behalf of the Controllers Office.

• RFP

• Intent to award furnished to Cortex Applied Research Inc. for Fiduciary Governance

Services

Finance and Contracting Activities Update May 2014

Benefit Administration System Support• Enhancements / bug fixes released to production:

• Automated daily delinquency reconciliation

• Identified issue with VSP Vision Care enrollment file

• Completed enhancements: Management Cafeteria Plan Benefits Summary page, Payroll Reconciliation report, Employee Benefit Specialists deduction interface file, One-Time Adjustment page, Over-The-Counter payments default to current benefits

• Second Draft of Retiree Health Care Reform (Proposition B) specifications completed. Identified outstanding issues for resolution.

• Provided staff training for eMerge Query Viewer

Data Analytics Update May 2014

Reporting & Analytics• Completed on-going data requests in support of negotiations:

• Member/Dependent employee/employer contributions, Video Display Terminal benefits, long-term disability benefits

•Service Employees International Unions 250, 535, 790

•Municipal Transportation Agency Unions: Local 1414, Local 29, Local 856, Local 261, SF City Workers United.

•Teamsters Local 856

• Claims database request for proposal (RFP) panelists approved by Contracts Monitoring Division. Completed panelist orientation.

• Development of in-house training program initiated.

• Prototype for Wellness Center login application completed.


Information Technology• Completed Mayor’s Office on Disability move inspection

• 3rd Floor - IT room setup and configuration completed

• Initiated negotiations with Xerox for Wellness Center copy/print/fax requirements

• Preparing systems for Wellness Week (SFHSS Wellness Center Grand Opening)


1

Communications May 2014

• Retiree Dental Survey closed April 30, 2014 •  2012-2013 Annual Report • Communications RFQ – pre-submittal

conference Monday, May 5 •  Participated in eMerge meeting to preview PeopleSoft

ebenefits online enrollment capabilities • Collaborating on promoting Women Firefighters study •  Part of the team working on front lobby

recommendations •  Attend SF Public Engagement Network and

Civic Design interdepartmental workgroup meetings

1


Preparing Materials for Wellness Center

2

2


Redesigned eNews to Highlight Wellness Content

3


Collaborating with Wellness on Monthly Program Announcements

4

Wellness Update May 2014

Wellness Program Administration in April

• Staffing

• Carrie Beshears joined the Wellness Team as Health Program Coordinator

on April 14, 2014

• Candidate for 1842 Management Assistant selected, expected to start in

late May

• Budget

• Provided additional detail around the General Fund budget requests

• Wellness Contact Information

• Wellness Center dedicated phone number: 415-554-0643

• Wellness Team general email – [email protected]

• EAP maintains 800-795-2351



• Wellness Center Facility Update

• Mirrors installed

• Group exercise equipment scheduled to arrive 5/2

• Temporary doorbell installed to facilitate visitor entry

• Procedures

• Health coach schedule and reminders developed

• Standard satisfaction survey implemented for workshops

• EAP monthly reporting updated

• Group exercise attendance reporting implemented

• Meetings

• Quarterly Citywide Health & Safety meeting hosted by Recreation and Park

Department

• Weight Watchers Type 2 Diabetes weight loss program meeting



• Kaiser Permanente and Wellness

• Began conversations about worksite flu shot clinics for 2014

• Requested reporting on telephonic wellness coaching

• Blue Shield and Wellness

• Continued conversations regarding implementation of the Well-being

Assessment and Daily Challenge

Wellness Center Activities in April: EAP Visits


Total Appointments

• 103

New Clients

• 33

Continued Clients

• 32 clients, 58

appointments

Other Appointments

(Management Consultations

or Mediations)

• 12

New Client 32%

Continuing Client56%

Other12%

Percentage of April EAP Appointments by Type

Wellness Center Activities in April

• New Employee Orientation

• Hosted first NEO with Retirement for 24 attendees (SFPD)

• Wellness and EAP presented their services

• Weekly Walks (Wednesdays 12:10-12:40)

• 12 average participants per walk

• Walks will move to Tuesdays in May to reduce overlap with health coaching

and lunchtime workshops

• Group Exercise

• Met with Rec and Park to confirm trial classes for May and June

• Yoga Flow begins May 19 12:10-12:55

• Zumba begins May 28 12:10-12:55

• Belly Dancing starting to attract more participants – avg. 8 participants per

class


Wellness Center Activities in April

• Health Coaching (Wednesdays)

• Word is slowly starting to spread to other

departments

• 10 coaching appointments at HSS this month

• Wellness Workshops

• Building Your Balanced Fitness Plan 4/9 - 2 attendees

• Fine Tuning Fitness 4/23 – 3 attendees

• Addiction Series• Understanding Addiction 4/14 – 5 attendees

• Dealing with a Loved One’s Addiction 4/21 – 8 attendees

• Resources to Address Addiction 4/28 – 4 attendees

• “I love that HSS has even chosen to address this topic.

It’s a great start.” “Thank you very much for addressing

this very real and painful subject.”


Wellness Center

Activities Planned in May

• May Workshops Emphasize Being

Well at Work• All Day Energy 5/7 12:10-12:55

• Exercises for Your Workstation

5/19 1:10-1:55

• Creating the Change You Want

(series)

• Chair Yoga 5/23 7:15-7:45am

• Sleep 101 5/20 5:15-6:00pm

• Nonviolent Crisis Intervention

Training 5/30

• SF Women Firefighters

Biomonitoring Study Recruitment • Monday, 5/5 11:00-2:00


Activities to Support Departmental Wellness in

April

• SFO Fitness and Nutrition Education* • Heart Healthy Choices Workshop 4/3 (HSS)– 25 attendees

• Nutrition Health Coaching 4/9 and 4/23 (KP) –14 attendees

• Building Your Balanced Fitness Plan 4/16 (KP) – 9 attendees

• Fitness Health Coaching – 4/16 and 4/30 (KP) – 9 attendees

• The How and Why of Eating 4/23 (HSS) – 16 attendees

• Fine Tuning Fitness 4/30 (KP) – 12 attendees

• Hall of Justice Nutrition Education• Real Life Healthy Eating 4/11 – 12 attendees

*HSS indicates that the activity was led by a HSS staff person, KP indicates that the activity was led by a Kaiser Permanente health coach

Wellness Update April 2014


April

• DPW Smoking Cessation

• Started 8-week series – 5 attendees

• Orientations EAP Attended

• Laguna Honda orientation – 6 attendees

• PUC – 6 attendees

• HSS Wellness Breaks

• Offered first wellness break with HSS Ops on 4/24 – stretches for your desk

• Developing a list of wellness breaks for meetings


Activities to Support

Departmental Wellness in April

• Shape Up Pedometers

• Provided pedometers to DPW’s Bureau of

Streets and Mapping division, Mayor’s Office of

Disability, Fire Department, Treasurer & Tax

Collector, Recreation and Parks and Assessor’s

Office for a total of 558 pedometers

• DPH Central Admin Worksite Wellness Group

• Co-sponsored Weekly Walks (picture with DPH

Director, Barbara Garcia)

• Wellness Council Support

• Attended MTA Wellness Council meeting



April

• SF General Hospital

• Met with SFGH Wellness Team at their Wellness Center to establish

relationship, share ideas for future partnership

• Attended SFGH Task Force (CIRT) Meeting

• Presentations

• Jean Miranda, Senior EAP Counselor, presented as a member of the Critical

Incident Stress Debriefing (CISD) panel at Castro-Mission Health Center –

25 attendees


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