THE NEW WORK LANDSCAPE the Post-Pandemic Workplace Is Presenting New Challenges for Employer Healthcare and Return-To-Work Plans

PLUS: DIGITAL INNOVATORS FOR 2020

@EBAadvisernews September 2020 • employeebeneﬁ tadviser.com

THE NEW WORK LANDSCAPE The post-pandemic workplace is presenting new challenges for employer healthcare and return-to-work plans. Experts weigh in on how your clients can reduce costs — and manage the changing employee experience

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002_EBA0920 2 8/25/2020 11:02:20 AM Contents September 2020 | VOL. 18 | NO. 5 16 The New Work Landscape The post-pandemic workplace is presenting new challenges for employer healthcare and return- to-work plans. Experts weigh in on how your clients can reduce costs — and manage the changing employee experience

17 COVID-19 highlights limitations of fully insured health plans BY MICHELLE ZETTERGREN

18 How will work evolve for employees in a post-pandemic world? BY VIVEK RANJAN

19 Do you have a plan for helping employees with high COVID-19 care costs? BY DR. MILES VARN

Columns

12 13 14 Tech and clinical care are office safety COVID-19 crisis puts the squeeze on 3 recognition gestures that make a huge must-haves working parents difference A good return-to-work solution should involve Companies are already losing critical talent, As a manager, it’s more important than ever to a screening survey that works in tandem with and employers need to come to the table with make sure your employees feel valued and that telehealth services. creative solutions. their efforts are acknowledged. BY SAMPATH NARAYANAN BY SARAHJANE SACCHETTI BY THERESA HARKINS

EmployeeBenefitAdviser.com September 2020 Employee Benefit Adviser 3

003_EBA0920_001 3 8/24/2020 2:26:57 PM Contents September 2020 | VOL. 18 | NO. 5

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SENIOR EDITOR Alyssa Place Features Top Women ASSOCIATE EDITORS 28 Evelina Nedlund, Amanda Schiavo, Kayla Webster Digital Innovators All in the family REPORTERS 20 BY MADDY SIMPSON Sam Del Rowe, Madeline Simpson Digital Innovators transforming 29 COLUMNISTS benefits, HR Talking cost reduction Nelson L. Griswold, Wendy Keneipp, Jack Kwicien BY EVELINA NEDLUND BY SAM DEL ROWE CONTRIBUTING WRITERS Kenneth Corbin, Bruce Shutan Re:Invent | Retirement Technology 25 Voya offers financial planning solution for 30 ADVISORY BOARD unemployment New must-have benefits Beverly Beattie, president/CEO, Selden Beattie BY EVELINA NEDLUND BY AMANDA SCHIAVO Perry Braun, executive director, Benefit Advisors Network 26 31 Mark Gaunya, principal, Borislow Insurance Early retirement during the coronavirus pandemic Managing the WFH blues Jerry Kalish, president, National Benefit Services BY SAM DEL ROWE BY EVELINA NEDLUND Tinker Kelly, CEO, Voluntary Employee Benefit Advisors 27 32 George Lane, principal, Mercer Voices: 401(k) plans no longer make much sense New tool helps employers estimate Robert J. Lieblein, chief dev. officer, Benefit Advisors Network for savers COVID-19 costs Andy Torelli, area senior vice president, Gallagher Benefit Services BY AARON BROWN BY EVELINA NEDLUND Trisha Zulic, human resources director, Efficient Edge Commentary Upfront & More 33 EXECUTIVE DIRECTOR, BRAND STUDIO Strategies to adapt clients’ employee benefits Michael Chu BY ETHAN KAPLAN 8 DESIGNER From the Editor 34 Neesha Haughton Reimagining work Why continuous listening is the key to adapting Clara Lu BY JAY CHOI 10 Outlook SALES MANAGERS Rethinking benefits Kris Kadel BY AMANDA SCHIAVO (212) 803-8472, [email protected]

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007_EBA0920 7 8/25/2020 11:02:21 AM From the Editor Reimagining work

As clients manage their back-to-work strategies, challenges with the virtual workforce, rising healthcare costs and team communication plans still need to be addressed.

In August, I went on the road covering industry confer- healthcare in America. It’s clear from back to my office ences. Instead, we’re now 100% virtual, all the experts we spoke with, that the for the first time and hustling to cover events from the coronavirus healthcare crisis is forcing since March, when comfort of home via video or our smart all of us to ask new questions and to our company phones. For this month’s issue, we asked create new models of work. Starting on shuttered our New experts like Vivek Ranjan, CHRO for page 20, associate editor Evelina Ned- York headquarters Zensar Technologies, to imagine how lund showcases some of the inventors in the early days work will evolve in the post-COVID-19 and innovators who may have some of of the coronavirus crisis. It was a surreal world. and healthcare specialists the answers, in our annual Digital In- experience to see the stark office, and like Dr. Miles Varn, CEO of Pinnacle- novators compilation. think about how much has changed in Care, a health advisory services firm, nearly six months. Typically, our team and Michelle Zettergren, president of —Walden Siew, Editor-in-Chief would be busy at work, side-by-side, or MagnaCare, to weigh in on the state of

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008_EBA0920 8 8/24/2020 10:12:48 AM 009_EBA0920 9 8/25/2020 11:02:21 AM Outlook

A significant number of employees think their company should be doing Employee awareness of mental more to increase diversity among its health options workforce. Advance your diversity and inclusion initiatives by taking a skills- based approach to hiring, recruiting No idea what is offered, 11% and promoting, and by launching new No support, programs offered, 42% initiatives like D&I roundtables, inclu- Support, programs available, 47% sive employee networks, and diversity training. Most employees want to work for a company where there are opportunities to learn and grow, ensuring their com-

Source: Workplace Options petitiveness in a fast-changing labor landscape, which is why learning and development benefits are more essential than ever. Offer employees use of Rethinking benefits company time to learn something new on their own, and provide employer-led “The world as we all knew it changed in a very short training that culminates in a verified, amount of time,” says Credly CEO Jonathan Finkelstein. shareable digital credential that provides full details of their new skills and competencies. By Amanda Schiavo What benefits should employers focus on for the post-pandemic work- Since the outbreak of the coronavirus concentrate on developing their benefit place? pandemic, the dynamic between em- offerings and communication strate- Healthcare benefits are always one ployers and their employees has shifted. gies to best address the needs of their of the most sought after benefits but in As such, employers feel a responsibility employee population now and in the light of the pandemic, where our health to find new and innovative ways to help future. and safety have been the main priority, ensure the health and wellness of em- What benefits should employers be employees will expect a solid health- ployees through their benefit offerings. concentrating on to improve the qual- care plan from their organization. “The world as we all knew it changed ity of life of their employees during the Employees need a chance to de- in a very short amount of time this pandemic? velop, grow and prepare for their future, spring and continues to evolve as the Normalizing attention to mental which is why we see the push for digital pandemic remains an ongoing reality,” health allows employers to create an credentials. When there is so much says Jonathan Finkelstein, CEO of Cred- environment where employees are not uncertainty about job security, employ- ly, a digital credentials management only healthier, but more productive, ees can rely on digital badges to prove company. “Employees are under a lot of better engaged and happier at work. their skillset and make themselves more pressure, professionally and personally. Consider offering your employees free marketable in a competitive labor mar- At the same time, we’re experiencing a counseling, access to mental health re- ket. Digital credentials also highlight social justice movement that is shining sources, or a more flexible work sched- transferable skills — those skills that a spotlight on the need for greater di- ule. Don’t underestimate the impact of may have been honed in one industry versity and inclusion in the workplace.” addressing life’s stress at this unique or professional role, but transfer into As a result of these changes, Fin- moment head-on, with humanity and another industry with rising demand for kelstien says it’s critical employers empathy. skilled individuals. EBA

Amanda Schiavo is an associate editor at Employee Benefit Adviser. Follow her on Twitter @schiavoamanda.

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010_EBA0920 10 8/24/2020 10:17:45 AM ms_magazine_EBA_theme2_AW.pdf 1 20/07/2020 10:11

CMY

011_EBA0920 11 8/25/2020 11:02:23 AM Narayanan Sacchetti

wave of the coronavirus along Tech and clinical care are with seasonal flu on the hori- COVID-19 crisis puts the zon, the technology tools need to adjust to capture real-time office safety must-haves relevant data. squeeze on working parents The right blend of technol- A good return-to-work solution should involve a screening survey ogy and clinical expertise: Companies are already losing critical talent, and employers that works in tandem with telehealth services. Technology can only go so far, need to come to the table with creative solutions. and it should be paired with clinical expertise in the form of providers who can evaluate By Sampath Narayanan By Sarahjane Sacchetti and care for affected employees. Businesses are keen expertise to evaluate each case, the technol- Scalable and affordable: No working parent to welcome employ- ogy itself has little value. At worst, it could Given the need to monitor could have predicted ees’ return to the result in false alarms and further disruption employees’ health daily and one year ago the office, but they are to the business. at scale, the solution must be emotional roller coast- in unknown territory A good return-to-work solution should repeatable and user-friendly. It er that 2020 would and face complicated involve a mobile app or a screening survey should also be affordable, so it bring. COVID-19 didn’t challenges amidst the that allows employees to perform a daily can be conducted daily across just throw a wrench ever-evolving corona- self-assessment, but this should work in tan- a wide spectrum of employees into the lives of work- virus pandemic. The dem with virtual care or telehealth services. without putting a financial ing parents; it threw good news is that there are partners and Such services allow the infected employees burden on the company, re- a boulder. As CEO of Cleo, and a mother to technologies available to guide employers as to recover under the watch of a healthcare gardless of its size. two young children, this is a roller coaster they navigate the maze of dynamic obsta- provider in the comfort and safety of their Everyone is anxious to I’ve been forced to ride (and struggled with) cles that represent our new reality. own homes. get back to what resembles myself. To operate safely, employers need a The provider can then coordinate in-per- normal in the workplace. The Back in March when schools began to comprehensive return-to-work strategy that son care for more serious cases as needed. truth is, we will need to put close down, COVID-19 felt — at worst — like includes workplace design, training, screen- Meanwhile, employers should have access to solutions in place that allow a temporary inconvenience. Homeschool- ing, testing, monitoring, and clinical clear- real-time, anonymized data of self-assess- us to adapt to the challenges ing, Zoom links, and missed assignments ance for returning to work. And they need ment survey results, the status of employees presented by the virus for the put a dent in our working lives and weighed a repeatable system that will allow daily under monitoring, count of employees who foreseeable future. heavily on our conscience, but we endured screening and monitoring of employees’ tested positive for COVID-19, and all related Facilitating re-entry to the it with the assumption that light would soon health at scale. metrics. workplace must be done safely appear at the end of the tunnel. By April, It should be noted that technology alone In short, when choosing a return-to-work and smartly with a partner reality settled in and so did our new routines. is not the answer. New apps are coming partner, employers need to make sure the that possesses the necessary While difficult to manage the juggle, there onto the market almost daily that allow available solution offers the following at- leading-edge technology, remained a small glimmer of hope. employees to perform self-assessments for tributes: operational resources, and While recent developments — like Biden’s COVID-19 symptoms. Most of these solutions Flexible and dynamic: The CDC continues clinical care support services. proposal to invest $775 billion into caregiv- are disjointed and direct employees who are to update its COVID-19 guidelines. Various This will allow employers to ing programs — are encouraging, to-date, at-risk to find their own testing center or to states are in various stages of re-opening proactively work with at-risk few policies to support families have been visit local hospitals. This can be confusing their economies with varying levels of employees, isolate those with enacted by the current administration. Lack for employees and expensive for employers. restrictions. We can expect regional waves suspicious symptoms, and of childcare combined with homeschooling Without the operational expertise to follow- of lockdowns and restrictions in the months provide easily accessible, high- has an impact on companies’ bottom lines up with each employee and the clinical ahead. With rising concerns over a second quality medical care. EBA and employee retention. While many com-

Sampath Narayanan is the chief information officer for Paladina Health Sarahjane Sacchetti is the CEO of Cleo, a family benefits platform based in San Francisco.

12 Employee Benefit Adviser September 2020 EmployeeBenefitAdviser.com

012_EBA0920 12 8/24/2020 10:28:22 AM Narayanan Sacchetti

wave of the coronavirus along work is an important discus- with seasonal flu on the hori- COVID-19 crisis puts the sion. Flexible work options zon, the technology tools need may make the difference for to adjust to capture real-time someone considering leaving relevant data. squeeze on working parents the workforce or scaling back The right blend of technol- to be able to continue in their ogy and clinical expertise: Companies are already losing critical talent, and employers role. Technology can only go so far, need to come to the table with creative solutions. At Cleo, we have worked to and it should be paired with acknowledge and normalize clinical expertise in the form the reality that certain confer- of providers who can evaluate ence calls may be interrupted By Sarahjane Sacchetti and care for affected employ- by young children. My 4-year- ees. old occasionally pops up in Scalable and affordable: No working parent panies have historically provided support calls. Many working parents Given the need to monitor could have predicted with childcare, many of those models do not can relate to this scenario, employees’ health daily and one year ago the work in today’s environment as parents move and by helping to normalize at scale, the solution must be emotional roller coast- away from center-based care due to health these occasions that may not repeatable and user-friendly. It er that 2020 would and safety concerns. be avoidable, we contribute should also be affordable, so it bring. COVID-19 didn’t Companies are already losing critical towards a more accessible can be conducted daily across just throw a wrench talent, and when homeschool resumes this workplace for those with care- a wide spectrum of employees into the lives of work- month we can expect these numbers to rise. giving responsibilities. without putting a financial ing parents; it threw Employers can not sit idle waiting for a reso- Reinvent your budgeting burden on the company, re- a boulder. As CEO of Cleo, and a mother to lution, or worse, leave it up to the parents to process. Now is the time to gardless of its size. two young children, this is a roller coaster figure out. This isn’t a personal issue, it’s a take a critical look at your Everyone is anxious to I’ve been forced to ride (and struggled with) societal issue — and it’s on every employer budget, and move money get back to what resembles myself. to come to the table with creative solutions. around to areas that best normal in the workplace. The Back in March when schools began to To this end, there are opportunities for meet the needs of your em- truth is, we will need to put close down, COVID-19 felt — at worst — like employers of all sizes to get to work to stave ployees. If you invested heavily solutions in place that allow a temporary inconvenience. Homeschool- off a parent-drain in our workforces. in a center-based childcare us to adapt to the challenges ing, Zoom links, and missed assignments Understanding these challenges can facility previously, consider presented by the virus for the put a dent in our working lives and weighed inform actionable and targeted solutions. moving that money towards foreseeable future. heavily on our conscience, but we endured Drawing from best practices from our own other types of childcare op- Facilitating re-entry to the it with the assumption that light would soon member surveys, my team recently compiled tions that are lower risk and workplace must be done safely appear at the end of the tunnel. By April, a working parent and caregiver survey tem- more feasible in the WFH era, and smartly with a partner reality settled in and so did our new routines. plate that can help guide employers through such as co-op family match- that possesses the necessary While difficult to manage the juggle, there this important first step. ing or babysitting concierge leading-edge technology, remained a small glimmer of hope. Redefine work flexibility and company services. operational resources, and While recent developments — like Biden’s norms. As COVID-19 disrupted the “typical” While there’s no playbook clinical care support services. proposal to invest $775 billion into caregiv- workplace, we are already seeing compa- for how to handle the Work- This will allow employers to ing programs — are encouraging, to-date, nies explore ways to increase flexibility for ing Parent Crisis of 2020, an proactively work with at-risk few policies to support families have been employees to complete their work responsi- open mind and a willingness to employees, isolate those with enacted by the current administration. Lack bilities and balance other life responsibilities. make the necessary adjust- suspicious symptoms, and of childcare combined with homeschooling With many people now working from home ments will go a long way in provide easily accessible, high- has an impact on companies’ bottom lines or struggling from a lack of childcare or in- keeping our parent communi- quality medical care. EBA and employee retention. While many com- person schooling for children, flexibility with ties happy and thriving. EBA

Sampath Narayanan is the chief information officer for Paladina Health Sarahjane Sacchetti is the CEO of Cleo, a family benefits platform based in San Francisco.

EmployeeBenefitAdviser.com September 2020 Employee Benefit Adviser 13

013_EBA0920 13 8/24/2020 10:28:24 AM Harkins

the value they bring to the 3 recognition gestures that organization and how their efforts contribute to the larger purpose. make a huge difference Show gratitude regularly: In your daily interactions with As a manager, it’s more important than ever to make sure your your employees and col- employees feel valued and that their efforts are acknowledged. leagues, aim to lead with gratitude and kindness. We all may have things weighing on us right now, both personally By Theresa Harkins and professionally, and we may not know the full scope of As states across the team meeting. Finding what forms of recog- what’s happening in someone country continue nition resonates most with your employee else’s life. With this in mind, it’s a phased reopen- creates memorable, positive experiences important to take the time to ing process, many that can motivate them and boost morale. let others know you are thank- organizations are Providing individualized recognition doesn’t ful for the contributions they focusing on imple- have to be an arduous process. During your make and how they positively menting protocols next one-on-one with each employee, ask impact your organization. Set and safety measures how they prefer to be recognized and start aside an hour each week and that allow employees putting this into practice in your everyday see if any service anniversaries who need to work on site to return safely. interactions with them. or birthdays are coming up Many employees are still adjusting to a new Make sure employees know they are or write a quick note to any normal and continue to feel the stressors seen and heard: As employees return to the employees whose work stood of blending their personal and professional workplace or continue to work remotely, out that week so that they are obligations. Add to this the pressure to ramp it’s important to make sure they feel visible quickly recognized for their up productivity as businesses reopen. As a within the organization. Loneliness among actions. result, employees may feel that their efforts workers is on the rise. Among remote work- “As a manager, it’s are getting lost in the mix. ers, 19% report feeling lonely, according to more important than As a manager, it’s more important than Buffer’s 2019 State of Remote Work. ever to make sure your ever to make sure your employees feel val- It’s more important than ever to check in employees feel valued ued and that their efforts are acknowledged. on your employees, even if it’s just a quick and that their efforts are It doesn’t take a Herculean effort. During phone call or instant message to ask how acknowledged.” times like this, it’s the small gestures that they are doing. As business reopens and Employee recognition has can leave a big impact. employees take on new protocols, be a always played a strong role in Here are a few simple recognition ideas source of reassurance by actively listening boosting morale and keeping that can have a positive outcome on your to their concerns and helping to find solu- teams engaged, but as we all team. tions. Notice the everyday moments and continue to navigate a new Know employees’ recognition preferences: acknowledge people for their efforts in real normal as businesses reopen, One of the most effective ways to acknowl- time. For instance, when an employee helps recognizing the actions of your edge employees is to know their recognition a co-worker learn features on a new soft- team reinforces that their ex- preferences. It can be as easy as knowing ware system or volunteers to help another perience within the organiza- they prefer a quick thank you email instead department with a high-priority project. This tion matters and conveys your of being recognized in front of others in a real time acknowledgement will reinforce continued support. EBA

Theresa Harkins is a senior vice president of customer experience at Inspirus.

14 Employee Benefit Adviser September 2020

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015_EBA0920 15 8/25/2020 11:02:23 AM BLOOMBERG COVID˜19 HIGHLIGHTS LIMITATIONS OF FULLY INSURED HEALTH PLANS Here are the reasons employers should consider a self- insured strategy over a fully insured model.

By Michelle Zettergren

Choosing a self-insured health plan model has always offered employers some advantages, including better transparency and more control over their healthcare spending than is possible with a fully insured model. This year’s worldwide COVID-19 pandemic has further highlighted the reasons that employers should consider a self-insured strategy over a fully insured model. In a fully insured model, the insurance carrier covers risk. The carrier determines the employer’s premium rates based on age, demographics, and underwriting factors. Often, the insurer must pool risk among several employers to create a larger population. When risk is blended with the populations of several other employers, premiums do not reflect the The post-pandemic workplace is presenting new challenges for employer specific risks of any one population. If healthcare and return-to-work plans. Experts weigh in on how your clients can your employer group has a particularly reduce costs — and manage the changing employee experience Michelle Zettergren is the president of MagnaCare, a division of New York-based Brighton Health Plan Solutions

16 Employee Benefit Adviser September 2020 EmployeeBenefitAdviser.com

016_EBA0920 16 8/24/2020 10:42:05 AM essential for employers to control costs and drive quality. Health insurance companies have booked record profits during the pandemic as utilization for elective care dropped dramatically while premiums stayed the same for fully insured plan sponsors. Conversely, self-insured plan spending correlates to actual utilization. As utilization went down during the pandemic, so did health care costs for self-insured plan sponsors. Uncertainty is the rule with fully

BLOOMBERG insured plans. As they eye 2021, carriers may offer modest premium increases COVID-19 HIGHLIGHTS because of reduced plan utilization or they may issue ACA-mandated premium LIMITATIONS OF FULLY INSURED rebates — but they will likely take a con- servative underwriting approach as the HEALTH PLANS U.S. faces the possibility of a prolonged recession, lower group membership from Here are the reasons employers should consider a self- job losses, and a spike in rescheduled insured strategy over a fully insured model. elective surgeries. Insurers have many levers to pull to maintain profits, and By Michelle Zettergren unfortunately premium unpredictability is present even under normal circumstanc- Choosing a self-insured health plan healthy year, you pay the same premi- es and presents an ongoing budgeting model has always offered employ- ums as less healthy groups in your risk challenge for plan sponsors. ers some advantages, including better pool. The insurance company largely Self-insured plan arrangements are transparency and more control over their recoups the rest as profit. the best way to plan strategically for the healthcare spending than is possible with In recent years, health insurance com- long term, and the current environment a fully insured model. This year’s world- panies have accrued so much market is underscoring the need to transition. Of wide COVID-19 pandemic has further power that there is little transparency in course, because self-insured employers highlighted the reasons that employers how they make decisions about premi- pay claims as they come, they potentially should consider a self-insured strategy ums and how those dollars are used. can be hit hard by one or two expensive over a fully insured model. By contrast, with a self-insured or interventions, but the best TPA partners In a fully insured model, the insurance self-funded model, the employer group include advisory services to help guide carrier covers risk. The carrier determines assumes the claims risk and pays only clients in obtaining reasonable stop-loss the employer’s premium rates based on for the actual costs of care, plus a small coverage. age, demographics, and underwriting fee to the plan’s third-party administra- For the self-insured, the value of the factors. Often, the insurer must pool risk tor. By pairing the plan with stop-loss model is unquestionable — in our 30 among several employers to create a coverage, risk from incurring one or two years of experience working exclusively in larger population. When risk is blended massive claims during the plan year (ma- the self-insured market, we’ve seen that with the populations of several other jor accidents or illnesses) can be further most plan sponsors, after just one year employers, premiums do not reflect the reduced. as a self-insured employer, would never The post-pandemic workplace is presenting new challenges for employer specific risks of any one population. If Most importantly, self-insured plans consider going back to a fully insured healthcare and return-to-work plans. Experts weigh in on how your clients can your employer group has a particularly provide the claims transparency that is model. EBA reduce costs — and manage the changing employee experience Michelle Zettergren is the president of MagnaCare, a division of New York-based Brighton Health Plan Solutions

EmployeeBenefitAdviser.com September 2020 Employee Benefit Adviser 17

017_EBA0920 17 8/24/2020 10:42:08 AM The new work landscape

Co-created workplace policies: Com- panies will develop more of a dialogue- led culture where employees will contribute their ideas and suggestions. While this is in place in some manner, an expansion will happen to include new work-from-home policies and structures. Also, learning and development practices will change as most move to virtual platforms. Employees will have more involvement in working with HR teams to build new, successful ways of working. Employee communication charter: As more employees will be working

GETTY IMAGES remotely, the thread tying them to the PHOTOS CREATIVE BLOOMBERG company’s vision and goals will be HOW WILL WORK EVOLVE an employee-centric communication DO YOU HAVE A PLAN FOR strategy. This will be more personal- FOR EMPLOYEES IN A ized, focused, creative and unique. New HELPING EMPLOYEES WITH HIGH ways will emerge to speak with them in POST-PANDEMIC WORLD? their own voice. Virtual workshops will COVID-19 CARE COSTS? be more strategic and curated to create HR professionals must expand their abilities to factor in new conversations. Employers can take these steps to help employees unique needs and mindset going forward. New team structures: We do see new manage high healthcare costs related to the pandemic. team structures evolving. It’s possible By Vivek Ranjan that some teams will not meet at all in By Dr. Miles Varn person but function as virtual teams. This I have gleaned more insights into con- model of work has resulted in some inter- will create a new hierarchy and a totally There’s no doubt the cost of diagnosing necting with people recently than I have esting realities which will shape and alter new approach to team management and treating COVID-19 is high. Data col- in my entire career. Running a virtual workforce engagement principles. and performance measurement lected by FAIR Health found costs that office, managing a global workforce The following tips will help HR profes- The remote workforce will require ranged from approximately $37,000 to across diverse cultures and with different sionals from any industry to align or sophisticated collaboration tools and more than $93,000 per patient, depend- local preventive measures have created change their HR strategies as the world training methods, as well as altered job ing on age, location and whether the a need for looking at HR and employee gets ready to return to offices. descriptions. patient had comorbid conditions. management in a totally different way. Go digital: We have seen the digiti- HR teams will get geared up to man- Early in the COVID-19 pandemic in the We commissioned a Living Digital zation of 50 internal processes across age this new kind of organization struc- U.S., Congress passed the Coronavirus Survey in the U.S., and more than three- recruitment, appraisals, policy manage- ture, with new focus, and build different Aid Response and Economic Security fourths (76%) of the respondents said ment, leadership connect, payroll man- kinds of working relationships. (CARES) Act. Part of that act provided that having the digital tools they need agement, and leave management. This Some of the initiatives will soon emergency funding for hospitals. If a at work makes them more productive. was possible due to our efforts to make become the norm, rather than an hospital accepted the funding, it was More than half (53%) said it makes them our company a 100% digital enterprise, exception. HR professionals will have to prohibited from billing patients for fees more successful. Looking back, this was with the HR function taking the lead. This expand their abilities and understanding above its in-network reimbursement a precursor of what was to come — a will be more relevant and needed when to factor in unique needs and mindset rate even if the care received was out of completely digitally connected work- people return to work. We do see new going forward. network. force, with employees who collaborate, ways coming into existence as more em- It is a time to challenge ourselves to There are several other scenarios connect, work, and perform their roles ployees move to a permanent remote- reinvent the HR function and augment where employees may be confronted with equal or more ease remotely. The working model, while some may choose outreach with digital tools to create a with significant costs for care even if knee-jerk reaction to creating this new a balance. new way to work. EBA the act is extended. For example, some

Vivek Ranjan is senior vice president and CHRO at Zensar Technologies. Dr. Miles Varn is CEO of PinnacleCare, a health advisory services firm.

18 Employee Benefit Adviser September 2020 EmployeeBenefitAdviser.com

018_EBA0920_001 18 8/24/2020 3:12:33 PM Co-created workplace policies: Com- and whether they need preauthorization panies will develop more of a dialogue- for certain services can help them get led culture where employees will the most out of their health benefits and contribute their ideas and suggestions. lower their bills. If you offer an FSA or an While this is in place in some manner, HRA for a high-deductible plan, make an expansion will happen to include new sure they both understand how the plans work-from-home policies and structures. can help them manage costs, which can Also, learning and development prac- encourage them to participate in the tices will change as most move to virtual plans, and how to access the funds when platforms. Employees will have more they need them. You can also consider involvement in working with HR teams to making employer contributions to their build new, successful ways of working. FSA and/or HRA to help lower out-of- Employee communication charter: pocket costs. As more employees will be working 2. Help them be savvy healthcare

remotely, the thread tying them to the PHOTOS CREATIVE BLOOMBERG consumers. Encourage employees to company’s vision and goals will be carefully review all healthcare bills for an employee-centric communication DO YOU HAVE A PLAN FOR errors and duplicate charges. That can strategy. This will be more personal- be especially important on large bills and ized, focused, creative and unique. New HELPING EMPLOYEES WITH HIGH inpatient care bills. In fact, Equifax found ways will emerge to speak with them in that for hospital bills totaling $10,000 their own voice. Virtual workshops will COVID-19 CARE COSTS? or more, there was an average error of be more strategic and curated to create $1,300. new conversations. Employers can take these steps to help employees If employees end up with medical bills New team structures: We do see new manage high healthcare costs related to the pandemic. that they cannot immediately pay, help team structures evolving. It’s possible them find out how to request a payment that some teams will not meet at all in By Dr. Miles Varn plan. Key questions they should ask when person but function as virtual teams. This setting up a payment plan include how will create a new hierarchy and a totally There’s no doubt the cost of diagnosing patients who seek care in the emergency long they have to pay their bill, whether new approach to team management and treating COVID-19 is high. Data col- department for symptoms they suspect the provider will charge interest on the and performance measurement lected by FAIR Health found costs that are related to COVID-19 but who are not unpaid balance, if there are any fees as- The remote workforce will require ranged from approximately $37,000 to tested for the virus could incur significant sociated with the plan such as late fees sophisticated collaboration tools and more than $93,000 per patient, depend- out-of-pocket costs. Those with high- or set up fees, and whether they can pay training methods, as well as altered job ing on age, location and whether the deductible plans could be required to off the balance before the end of the descriptions. patient had comorbid conditions. pay thousands of dollars out of pocket plan without penalty. Employers can also HR teams will get geared up to man- Early in the COVID-19 pandemic in the for care. In addition, though many health support employees in efforts to negotiate age this new kind of organization struc- U.S., Congress passed the Coronavirus plans have waived copays and other a lower cost for their care. ture, with new focus, and build different Aid Response and Economic Security costs for COVID-19 related care, many 3. Provide the services of a medi- kinds of working relationships. (CARES) Act. Part of that act provided self-funded employer plans don’t include cal billing advocate. Especially in cases Some of the initiatives will soon emergency funding for hospitals. If a those waivers. where an employee or family member become the norm, rather than an hospital accepted the funding, it was Employers can help employees pre- has been treated for a serious illness or exception. HR professionals will have to prohibited from billing patients for fees pare for and manage high healthcare injury and faces a long recovery, dealing expand their abilities and understanding above its in-network reimbursement costs in three ways. with the financial aspects of their care to factor in unique needs and mindset rate even if the care received was out of 1. Make sure they fully understand can be stressful and overwhelming. By going forward. network. their benefits. Educating employees providing the services of a medical bill- It is a time to challenge ourselves to There are several other scenarios about what services are covered; how to ing advocate as a benefit, employers can reinvent the HR function and augment where employees may be confronted ensure they’re using in-network providers relieve this stress, help employees make outreach with digital tools to create a with significant costs for care even if whenever possible; what their deduct- sure their bills are accurate and strength- new way to work. EBA the act is extended. For example, some ible, copays and plan maximums are; en loyalty to their employer. EBA

Vivek Ranjan is senior vice president and CHRO at Zensar Technologies. Dr. Miles Varn is CEO of PinnacleCare, a health advisory services firm.

EmployeeBenefitAdviser.com September 2020 Employee Benefit Adviser 19

019_EBA0920_001 19 8/24/2020 3:12:35 PM rom hyperpersonalization Al Lewis 20 and blockchain CEO of Quizzify technology to a Their innovation: Fhealth literacy quiz and Quizzify has created Digital mobile employee engage- quizzes on everything ment solutions, tech- from health benefits nology is creating new and the coronavirus to ways for employers to financial wellness and Innovators engage their employees in smoking. The content benefits, healthcare and is developed and wellness. reviewed by industry professionals, and transforming New technologies are a gives managers admin necessity for companies. tools to customize HR leaders are adopt- quizzes and effectively ing artificial intelligence measure employees’ benefits, HR and are making more learning. data-driven decisions. Eighty-two percent of HR Why it matters: executives say that their Healthcare illiteracy By Evelina Nedlund jobs will transform due to can not only harm increased focus on people employee health, but management and less at- it can also cause them tention to administrative to misuse medical tasks, as well as the adop- care and corporate From hyperpersonalization to mobile tion of tools like artificial healthcare dollars. intelligence, according to employee engagement solutions, these a survey from HR technol- The employee learning ogy company Sage. platform helps em- visionaries are using technology to ployers promote topics Behind this industry like health and health- help employers get their employees transformation are our care education among 2020 Digital Innovators — their workforce in an healthier, happier and more engaged individuals driving these engaging way, and technologies and making ensures that employ- than ever before. innovations possible. After ees have the expert poring through nomina- knowledge they need tions from readers, editors to make the wisest, selected this year’s class healthiest decisions. of award recipients.

20 Employee Benefit Adviser September 2020 EmployeeBenefitAdviser.com

020_EBA0920 20 8/24/2020 11:48:03 AM rom hyperpersonalization Al Lewis Alexi Amir Amy Andrew Le and blockchain CEO of Quizzify Robichaux Inditzky Friedrich CEO of Buoy technology to a Their innovation: CEO and founder CEO and President of U.S. Health Fhealth literacy quiz and Quizzify has created of BetterUp co-founder Insurance Their innovation: mobile employee engage- quizzes on everything Their innovation: of dayzz Solutions Principal Buoy Health, an AI- ment solutions, tech- from health benefits Developed with tradi- Their innovation: Their innovation: based platform for nology is creating new and the coronavirus to tional executive style Dayzz, a sleep moni- Financial investment health, provides em- ways for employers to financial wellness and coaching in mind, toring and tracking management and ployees with programs engage their employees in smoking. The content mobile-based plat- app. The program insurance com- ranging from manag- benefits, healthcare and is developed and form BetterUp gives syncs with wearable pany Principal offer ing chronic pain to lab wellness. reviewed by industry non-executive employ- technology and moni- a benefit design tool testing to addiction professionals, and ees the opportunity to tors sleep patterns that allows business treatment to connect- New technologies are a gives managers admin chat one-on-one with and other behav- owners to compare ing with an expert. necessity for companies. tools to customize a coach to develop iors that would be their packages against They also provide HR leaders are adopt- quizzes and effectively professional skills. detrimental to quality other employers. advice for next steps ing artificial intelligence measure employees’ Employees are paired sleep. Dayzz’s goal is and methods for self- and are making more learning. with three potential to improve employees’ Benefit managers can triage, as recommend- data-driven decisions. coaches and can health and overall use the comparison ed by the Centers for Eighty-two percent of HR Why it matters: choose the one they quality of life, while tool to see how their Disease Control and executives say that their Healthcare illiteracy feel fits best with their simultaneously lower- benefits stack up Prevention (CDC). jobs will transform due to can not only harm skills. Workers then ing the costs incurred against other com- increased focus on people employee health, but schedule individual by employers. panies based on size, Why it matters: management and less at- it can also cause them sessions with a coach industry and region. Employers can use tention to administrative to misuse medical or text chat with them Why it matters: Buoy’s AI to screen tasks, as well as the adop- care and corporate whenever they have a Sleeping well and Why it matters: for symptoms and tion of tools like artificial healthcare dollars. question. working well go hand Comparing benefit of- risk factors related to intelligence, according to in hand, but for the ferings with others can coronavirus, mitigat- a survey from HR technol- The employee learning Why it matters: majority of Americans help smaller employers ing any fears employ- ogy company Sage. platform helps em- Coaching can help with sleep issues and remain competitive in ers and workers may ployers promote topics motivate and em- disorders, arriving a tight labor market. have about contract- Behind this industry like health and health- power employees, and at the workplace re- Tools like Principal’s ing the virus. The transformation are our care education among can also be a way for freshed is a challenge make comparing ben- platform can help 2020 Digital Innovators — their workforce in an them to identify their that’s affecting a com- efits packages easy protect employees’ individuals driving these engaging way, and strengths and devel- pany’s bottom line. so business owners, health and address technologies and making ensures that employ- opment opportunities. For employers who especially small ones, concerns, as well as innovations possible. After ees have the expert Offering a coaching recognize the need to can focus on growing safeguard employers’ poring through nomina- knowledge they need platform to workers make sleep a priority, their business and not business interests from tions from readers, editors to make the wisest, is one way to let em- apps like dayzz can spend a lot of time on virus-related impact selected this year’s class healthiest decisions. ployees know they’re help them do that. administrative work. and loss. This will help of award recipients. valued. employers when they decide to reopen their offices.

EmployeeBenefitAdviser.com September 2020 Employee Benefit Adviser 21

021_EBA0920 21 8/24/2020 11:48:06 AM Digital Innovators

Atif Siddiqi Cliff Sentell Bulent Osman, Colleen Daniel Gregory CEO of Branch Vice president of Founder and CEO Werner Freedman Poulin Their innovation: health solutions at of StaffConnect Founder and CEO and Mike Kott Co-founder and Minneapolis-based Alight Solutions Their innovation: at LulaFit Co-founders of CEO of Goodly financial wellness Their innovation: StaffConnect provides Their innovation: BurnAlong Their innovation: benefit company Alight Solutions, an mobile employee LulaFit, an amenities Their innovation: Goodly, a provider of Branch provides early Illinois-based business engagement solutions management firm, BurnAlong, a corpo- student loan and col- wage access, budget- process outsourcing for remote employees offers a platform that rate wellness platform lege savings employee ing tools and sugges- company, launched in and for those working provides employees provider, offers a benefits. Goodly’s tions for shifts to pick March a hyperperson- outside of a corporate with virtual social, virtual summer camp platform allows up when bills are due alization solution that environment. One fitness and wellness benefit for the children employers to make to hourly workers at provides employees of the app features experiences. LulaFit of employees who use monthly payments, no charge. Through with targeted alerts to enables users to easily LIVE is accessible via BurnAlong. The camp integrated with their Branch, 100,000 U.S. help them make more and securely connect desktop and mobile activities include payroll, directly to em- employees at Dom- informed decisions to HR systems, con- devices and pro- classes on health and ployees’ student debt. ino’s franchises can around their health, tent systems, and an vides programming wellness, nutrition, receive hourly pay, tips wealth and careers. employee engage- comparable to the physical activities, Why it matters: and mileage reim- Alight’s hyperperson- ment toolbox. Remote experiences LulaFit mindfulness and emo- Over 44 million Ameri- bursement at the end alization platform is employees will have typically offers on- tional wellness. The cans are struggling of their shift through a driven by data and access to secure in- site. The platform camp is tailored to the with student loan digital account. artificial intelligence. stant messaging with has livestream and needs of toddlers and debt, which has bal- integrated chat. on-demand content children. looned to more than Why it matters: Why it matters: such as exercise and $1.5 trillion total and In response to the To meet the changing Why it matters: meditation classes. Why it matters: is one of the country’s financial strain caused needs and lifestyle of Remote workers get With forced school biggest consumer debt by coronavirus, more an increasingly diverse to enjoy quite a few Why it matters: and camp closures categories. An increas- employers — have workforce, U.S. em- perks including flexible Working from home this summer, many ing number of employ- offered early wage ployers are increasing- schedules and not has brought bad working parents have ers have made offer- access and other ly offering a broader having to commute, habits and solutions, been struggling to bal- ing student loan debt financial wellness ben- selection of voluntary but working from but exercise includ- ance caring for their benefits like Goodly a efits. A majority of U.S. benefits and services. home also comes with ing yoga, cardio and children while working key way to recruit and workers do not have But with a flood of struggles, especially strength training can from home. Providing retain young talent. By sufficient savings to benefit options that when it comes to con- help ease some of that resources like BurnA- helping an employee help them in the event don’t apply to every necting with peers and tension and pain. With long help employees eliminate that debt, of an emergency. Early single employee, they the organization as a gyms being closed, keep their children employers are invest- access to pay through can find it confus- whole. With a large virtual solutions like active and occupied ing in their future as tools like Branch can ing and difficult to part of the workforce LulaFit can help keep while continuing to well as reducing their help employees who navigate and miss out currently remote, com- employees engaged work from home due current stress. struggle between on benefits that they panies need to find and productive. to the coronavirus. paychecks. would potentially use. ways to better engage with their workforce.

22 Employee Benefit Adviser September 2020 EmployeeBenefitAdviser.com

022_EBA0920 22 8/24/2020 11:48:10 AM Daniel Gregory Justin Kasey Ken Cahill Marthin Freedman Poulin Holland, Edwards CEO of SilverCloud De Beer and Mike Kott Co-founder and CEO of HealthJoy CEO of Helpr Health Founder and CEO Co-founders of CEO of Goodly Their innovation: Their innovation: Their innovation: of BrightPlan BurnAlong Their innovation: HealthJoy, a central- Helpr, a Los Angeles- Through its benefits Their innovation: Their innovation: Goodly, a provider of ized benefits platform based family support platform, SilverCloud BrightPlan, a digital BurnAlong, a corpo- student loan and col- driven by AI technol- technology company, Health, a digital men- financial adviser, rate wellness platform lege savings employee ogy, responds instantly allows working parents tal health company, is combines technology provider, offers a benefits. Goodly’s to questions from its to manage schedul- treating mental health with an experienced virtual summer camp platform allows employer clients about ing and payment for needs through online team of technolo- benefit for the children employers to make COVID-19 in its mobile their backup child modules, journaling gists, innovators and of employees who use monthly payments, app. A coronavirus care providers. Parents and coaching. Silver- industry professionals BurnAlong. The camp integrated with their support card includes can add babysitters, Cloud uses techniques to make wealth man- activities include payroll, directly to em- information directly neighbors, friends, and backed by cognitive agement accessible classes on health and ployees’ student debt. from the CDC regard- family as caretakers behavioral therapy, to employees. It helps wellness, nutrition, ing support and test- when primary care one of the most com- employees plan for physical activities, Why it matters: ing, as well as contact falls through if em- mon forms of treat- their financial goals, mindfulness and emo- Over 44 million Ameri- information to connect ployees are enrolled in ment. Users also have shows them how to tional wellness. The cans are struggling employer clients and backup child care sub- access to in-person reach them, and lets camp is tailored to the with student loan their employees to live sidization programs. coaches who can per- employees track their needs of toddlers and debt, which has bal- support from a health- Helpr gives working sonalize and suggest entire financial life in children. looned to more than care concierge team parents access to other modules and one easy-to-use digital $1.5 trillion total and and telemedicine. vetted babysitters, features. dashboard. Why it matters: is one of the country’s instead of random With forced school biggest consumer debt Why it matters: strangers. Why it matters: Why it matters: and camp closures categories. An increas- With the current state Mental health has Three in 10 employ- this summer, many ing number of employ- of the world, telemedi- Why it matters: become a global epi- ees say that financial working parents have ers have made offer- cine may be more With the coronavirus demic, further escalat- stress impacts their been struggling to bal- ing student loan debt important than ever, disrupting child care ed by COVID-19, and job performance and ance caring for their benefits like Goodly a and access to fast and schools, benefits employers are quickly 40% of workers report children while working key way to recruit and and accurate updates like backup child care becoming aware of having had health from home. Providing retain young talent. By about COVID-19 are and caregiving are how important it is issues due to financial resources like BurnA- helping an employee paramount as the becoming an increas- to provide resources stress, according to long help employees eliminate that debt, pandemic continues. ingly important offer- for workers who may Prudential. Digital so- keep their children employers are invest- Giving employees ac- ing from employers be struggling. Finding lutions like BrightPlan active and occupied ing in their future as cess to resources can in helping employees accessible and afford- can help encourage while continuing to well as reducing their help them stay healthy relieve stress in other able treatment is often employees reach their work from home due current stress. and informed. aspects of their lives. a barrier to getting savings goals. to the coronavirus. help.

EmployeeBenefitAdviser.com September 2020 Employee Benefit Adviser 23

023_EBA0920 23 8/24/2020 11:48:14 AM Digital Innovators

Neta Meidav Pouria Mojabi Kevin Parker Sean Duffy Troy Bagne CEO of Vault and Helena Chairman and Co-founder and CEO of Wanido Platform Plater-Zyberk CEO at HireVue CEO of Omada Their innovation: Their innovation: Co-founders of Their innovation: Health Wanido, an employee Mobile app Vault Supportiv HireVue, a software Their innovation: engagement and well- Platform wants em- Their innovation: company that pro- Omada Health, a being platform, pro- ployees to go on the Supportiv, a mental vides pre-employment digital care program vides employers with record when reporting wellness support plat- assessment and video focused on chronic tools such as polls and office misconduct. The form, offers 24/7 chat- interview tools, offers disease prevention, surveys so they can app provides em- based peer support on app-less interviewing is using digital tools get real-time feedback ployees with a way to any emotional well- and SMS scheduling to prevent diabetes from employees. By document and report being topic ranging to eliminate barriers diagnosis. The Omada collecting personal sexual harassment in from depression, anxi- that still exist for job app provides employ- data, the platform the workplace by us- ety and loneliness to seekers. The compa- ees with access to also provides targeted ing their smartphone. daily life struggles like ny’s service allows job professional health content based on Vault uses blockchain parenting, relationship candidates to get ac- coaches, weekly employees’ unique technology to provide conflicts or stress and cess to, apply for and interactive lessons, health and financial a safe space or a burnout. Each group interview for a job — an online community needs. Anonymous “vault” allowing work- has a live modera- all using a text based where they can con- survey results provide ers to write reports of tor to guide the chat, messaging system on nect with peers, and benchmarks to the harassment and store make sure each user’s their phone. goals with real-time areas employers need any evidence. needs are met, and data and personalized to improve. vet the personalized Why it matters: feedback. Why it matters: resources that appear Some employees, par- Why it matters: The U.S. Equal as hyperlinks in real- ticularly hourly work- Why it matters: Sometimes there can Employment Oppor- time. ers, do not have an Diabetes and predia- be a gap between tunity Commission email account, or may betes treatment costs what employers think estimate that 75% of Why it matters: not think of email as employers on average their employees want, all workplace harass- The disruptions their primary method $16,500 a year for and what employees ment incidents go caused by coronavirus of communication, treatment. Employ- actually need and unreported. Employers continues to place favoring tools such as ers know there is a want. Anonymous sur- still have a long way immense strain on texting, SMS or What- huge need for early veys can help employ- to go in ensuring that mental health. Mental sApp. These hurdles prevention, but most ers gain true insight harassment claims are wellness platforms can significantly programs only scratch into the culture of their supported, encour- can help reduce the reduce access to new the surface. That’s why organization. Well-be- aged and acted upon. stigma surround- job opportunities, as digital care programs ing and engagement Sexual harassment is ing mental illness by email communication for chronic disease solutions like Wanido unacceptable, and it’s providing a platform is often a requirement prevention play an provide employers in the employer’s inter- where individuals can for the job application important role in help- feedback throughout est to stop it. come together. process. ing employers reduce the entire year. healthcare spending.

24 Employee Benefit Adviser September 2020

024_EBA0920_001 24 8/24/2020 4:07:15 PM Financial wellness

Americans believe that significant layoffs are still likely and 38% report some impact to their household’s employment as a result of COVID-19, according to recent data from Voya. Households are struggling to figure out their revised budgets and identify potential resources to access additional funds. If an individual has lost their income or had their income reduced, Voya’s COVID planning tool provides educational resources or an action plan that adjusts their household financial plan by organizing assets, debt, expenses and existing income. ADOBESTOCK “When you factor in that the CARES Act enables different options to allow Voya offers financial planning people to do things to weather the storm, we’ve deployed this tool that solution for unemployment people can describe what their particular circumstance is and the tool spits out specific recommendations on what The tool helps individuals determine how to get the choices they can make,” Frend says. most out of their employer-sponsored benefits. Employees will be provided with a link to the online tool by their employer or retirement plan sponsor. They will then By Amanda Schiavo be guided through questions, which will ask them how they’re feeling about their Voya Financial has teamed up with according to the Department of Labor. overall financial situation and collect financial wellness platform Savvi “What we were trying to solve was, key financial household information. Financial to provide a COVID-19 how do we help people who have so The program asks if their healthcare planning tool designed to help much choice overload, figure out the coverage has changed during the employees who have been laid off, right series of choices to solve their crisis and will collect other necessary furloughed or working reduced hours as particular goals,” says Andrew Frend, financial and employer information. If a result of the pandemic. senior vice president of strategy and the employee qualifies for COVID-19 Through its retirement and product for Voya’s employee benefits relief planning assistance, they will then employee benefits businesses, Voya business. “What this tool does uniquely receive a personalized financial plan. will offer Savvi Financial’s COVID Relief is it takes the depersonalized delivery of “This is an emotionally and financially Planning Assistant to its own staff benefits and really helps the individual challenging time with millions of and its workplace clients as an online determine how best to get the most out Americans out of work, a roller-coaster resource to help employees navigate of their benefits.” stock market and an array of new the financial challenges brought about Major companies including General government programs,” says Savvi by the coronavirus pandemic. Indeed, Motors, Under Armour, Best Buy, and Financial CEO Gina Mourtzinou. “people over 45 million Americans have filed for Tesla have either laid off or furloughed a need help to make sense of their unemployment as a result of COVID-19, number of their employees. About 81% of options.” EBA

Amanda Schiavo is an associate editor at Employee Benefit Adviser. Follow her on Twitter @schiavoamanda.

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025_EBA0920 25 8/24/2020 11:00:22 AM Re:Invent | Retirement Re:Invent | Retirement

of retirement at Willis Towers Watson. Offering retirement planning programs is one essential way to help this population. “The best practice in terms of financial well-being support is providing unbiased advice, where you’re not trying to sell something to employees,” she says. “People want things that meet them where they are and offer them actionable advice through a financial coaching vendor or technology.” “Look to keep key employees on by offering flexibility, such as a part-time or part-year employment schedule, so that they can stay on while mentoring

ADOBESTOCK their replacements, but are in a job FOTOLIA - TALASHOV/TALASHOW PAVEL where they’re finding more satisfaction Early retirement during the or maybe more safety in the current Voices: 401(k) plans no longer environment,” Hoeck says. coronavirus pandemic This arrangement also means make much sense for savers employees can still access health and wellness benefits before their future Employees are retiring early. Here’s how employers can retirement income kicks in. Financial practitioner Aaron Brown takes a look at the support them and offset talent loss. logic behind modern day 401(k) plans. “It’s a way to reduce the workforce in a healthy way where By Sam Del Rowe everybody essentially wins,” says By Aaron Brown SHRM’s Bill Schaefer.

It only took one week for more than sense, and has been used before even in “From a financial standpoint, even The 401(k) retirement plan was 2,000 Delta Air Lines pilots to take other situations that were not a global if an employer is trying to run lean, authorized by the Revenue Act of 1978, advantage of an early retirement issue, such as an industry slowdown,” they may offer a longer runway on the which took effect in 1980, but its real opportunity Delta offered its workforce. Schaefer says. “It’s a way to reduce benefits,” Schaefer says. “If they convert genesis is the 1974 Employee Retirement In July, Delta Air Lines announced the workforce in a healthy way where the health benefits to COBRA, maybe Income Security Act, which fixed the a plan to invest more than $3 billion everybody essentially wins.” the employer pays for the COBRA problem of underfunded defined- to cover the costs of early retirement Early retirement offers and job losses package for a number of months.” benefit plans so thoroughly that private among employees. Southwest due to the pandemic are causing many “During COVID, employers are trying employers stopped offering them. Airlines also recently announced that older workers to consider leaving the to figure out how to work with a lean Benefits consultant Ted Benna came up approximately 28% of its workforce had workforce before retirement age. The workforce, and some people who were with a way to use the 1978 Act for a tax- accepted similar agreements. labor force participation rate for workers thinking about retiring anyway are deferred, defined-contribution plan and Early retirement offers are one way aged 55 and older fell to 38.5% from now concerned about their health, and the rest is history. for struggling companies to mitigate 40.3% between February and May 2020, choose not to come back,” he says. Making some reasonable assumptions financial losses, says Bill Schaefer, according to research from AARP. “It’s a nice combination of the about a worker with 30 years to knowledge adviser at Society for Human Employers should have a plan for how employer and the employee agreeing retirement, the 1980 version of the Resource Management. to support employees who accept early that early retirement may be good for 401(k) tax deferral was equivalent to an “Offering early retirement makes retirement, says Lauren Hoeck, director both.” EBA additional investment return of 9.2% per

Sam Del Rowe is a reporter at Employee Benefit Adviser. Follow him on Twitter @sdelrowe. Aaron Brown is the author of “The Poker Face of Wall Street” and a Bloomberg contributor.

26 Employee Benefit Adviser September 2020 EmployeeBenefitAdviser.com

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of retirement at Willis Towers Watson. So in 1980, the government offered Offering retirement planning programs is a huge tax savings to encourage one essential way to help this population. retirement savings, while today it “The best practice in terms of offers little or no benefit. The employer financial well-being support is providing contribution is still valuable, with a 100% unbiased advice, where you’re not trying match worth 2.3% per year in extra to sell something to employees,” she return over 30 years, but this has nothing says. “People want things that meet to do with the 401(k) structure. them where they are and offer them Another big change since 1980 is the actionable advice through a financial availability of zero-cost, tax-efficient, coaching vendor or technology.” well-diversified index funds in convenient “Look to keep key employees on by form for retail investors. In 1980, a typical offering flexibility, such as a part-time investor might have paid 3.5% of assets or part-year employment schedule, so in fees either in or out of a 401(k). In that they can stay on while mentoring 2000, that’s shrunk to perhaps 1.5% in a their replacements, but are in a job FOTOLIA - TALASHOV/TALASHOW PAVEL typical 401(k), and 0.5% outside. where they’re finding more satisfaction Now that 401(k)s have become the or maybe more safety in the current Voices: 401(k) plans no longer primary source of retirement savings for environment,” Hoeck says. the middle class working in the private This arrangement also means make much sense for savers sector, we should restore the large tax employees can still access health and incentive and bring fees into line with wellness benefits before their future taxable investment standards. One easy retirement income kicks in. Financial practitioner Aaron Brown takes a look at the change is to allow workers to roll 401(k) logic behind modern day 401(k) plans. funds over to self-directed IRAs at any “It’s a way to reduce the time. That would force 401(k) platforms workforce in a healthy way where to compete in an open market, and it everybody essentially wins,” says By Aaron Brown costs nothing. SHRM’s Bill Schaefer. The claim that a frog placed in slowly “From a financial standpoint, even The 401(k) retirement plan was year, an extraordinary incentive to save warming water will die without trying if an employer is trying to run lean, authorized by the Revenue Act of 1978, for retirement, even without an employer to escape is factually incorrect, but too they may offer a longer runway on the which took effect in 1980, but its real match. Using today’s numbers the useful a metaphor to discard. We have benefits,” Schaefer says. “If they convert genesis is the 1974 Employee Retirement benefit comes out to 0.6%, considerably been slowly raising the temperatures on the health benefits to COBRA, maybe Income Security Act, which fixed the less than the 1% to 2% in fees investors 401(k)s for 40 years, and we’re nearing the employer pays for the COBRA problem of underfunded defined- pay in typical 401(k) plans. the point that they no longer make package for a number of months.” benefit plans so thoroughly that private That example compares investments sense for workers, except those fortunate “During COVID, employers are trying employers stopped offering them. paying ordinary income tax rates yearly. enough to be offered the best plans or to figure out how to work with a lean Benefits consultant Ted Benna came up But investors also have the option of good employer matches. workforce, and some people who were with a way to use the 1978 Act for a tax- using tax-efficient investments taxed I don’t know which is worse, if the thinking about retiring anyway are deferred, defined-contribution plan and mainly at capital gains rates at time of worker frog jumps out and thereby now concerned about their health, and the rest is history. withdrawal. exacerbates the middle-class retirement choose not to come back,” he says. Making some reasonable assumptions In the 1980 environment, the 401(k) savings problem, or if the worker frog “It’s a nice combination of the about a worker with 30 years to plan had a 2.5% annual advantage stays in and finds its retirement plan employer and the employee agreeing retirement, the 1980 version of the over tax-efficient investments in a eroded by unexpected effects of fees and that early retirement may be good for 401(k) tax deferral was equivalent to an taxable account. In 2020, there is no tax taxes. So let’s turn off the heat and add both.” EBA additional investment return of 9.2% per advantage remaining to the 401(k). some cold water. EBA

Sam Del Rowe is a reporter at Employee Benefit Adviser. Follow him on Twitter @sdelrowe. Aaron Brown is the author of “The Poker Face of Wall Street” and a Bloomberg contributor.

EmployeeBenefitAdviser.com September 2020 Employee Benefit Adviser 27

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groups from small to large. But for Kiani, every firm is treated equally. “No matter what the size, I would never hesitate to have a person do business with her,” says Sharon Eighme, an account manager with Arthur J. Gal- lagher. “Even a small business she would listen to what they have to say, she would do the best that she could and negotiate as much as she would for any large business. They’re all on the same level playing field.” Clients echo this sentiment. Patty Kousgard, human resources director at OneStaff Medical, who employs around 600 people, has worked with Kiani for a

GALLAGHER decade. She valued Kiani’s help enough SOLUTIONS HEALTH BENICOMP that she brought Kiani with her when she moved from her old employer to All in the family OneStaff Medical. Talking cost reduction “Angela wants to understand exactly Angela Kiani, one of 20 Top Women in Benefit Advising what our needs are, so that she can help Kieran Pittman is director of strategic growth at honorees, is a third generation benefits adviser. us get there,” Kousgard said. “And I just BeniComp Health Solutions. know she will do everything possible to By Maddy Simpson get us to where we need to go.” By Sam Del Rowe Kiani’s commitment to clients is clear. In 2014, when there was a last minute Angela Kiani was born into a family of and Kiani is leading the business. In change in a state insurance coopera- For adviser Kieran Pittman, going above benefit advisers. Her grandfather was 2017, under Kiani’s leadership, Lincoln tive, Kiani cancelled family Christmas and beyond in her communication strat- a New York Life agent, and her father Financial Management merged with Eve plans. She spent the evening in the egy makes the difference with clients, started benefits advisory firm Lincoln Arthur J. Gallagher, a deal that joined office filing paperwork, getting enroll- and has helped launch her to the top of Financial Management in the 1980s. the family-owned business with the ment forms ready, making sure her her industry, as the director of strategic Now, Kiani is making a name for resources of a worldwide firm. clients were getting the best rate and growth at BeniComp Health Solutions. herself in the same industry as an area “We were growing every year, and ensuring that her clients were set for the In a key meeting where she and vice president at Arthur J. Gallagher, an I felt like in order to keep growing, we new year. broker Dennis Hartin were negotiating a insurance brokerage and risk manage- needed to get more smart minds around But, according to Eighme, Kiani’s deal with a new client, a charter school ment consultancy firm. us,” Kiani said. “We looked at merging definition of family goes above and in Florida, the duo faced reluctance Based in Lincoln, Nebraska, Kiani with other local brokers and merging beyond biological limits. from top level executives. While Hartin graduated from University of Kansas with a bank, but then Gallagher came “She’s had relationships with [some was preoccupied with addressing with a degree in business communica- along. The people that work there are of her clients] for years, personally and concerns from the top HR executive, Pit- tions. so open and willing to share. You can professionally, because she grew up tman engaged directly with the CEO. She worked in a number of sales pick up the phone call anyone and knowing them,” Eighme says. “To watch “She walked around the desk, sat positions before her father recruited her they’ll help you.” her passion to do the right thing and to down next to him and showed him to join his firm in 2005. Kiani manages a team of eight take care of the people… I have never where the math adds up,” says Hartin, Kiani quickly became indispensable. people out of the Lincoln office, and seen such a big heart and such force president and CEO of Hartin Dynamics. Her father has now taken a back seat, together, the team serves about 200 with that heart.” EBA “As an organization, there was $10,000

Maddy Simpson is a reporter for Employee Benefit Adviser. Follow her on Twitter @maddy__simpson. Sam Del Rowe is a reporter for Employee Benefit Adviser. Follow him on Twitter @sdelrowe.

28 Employee Benefit Adviser September 2020 EmployeeBenefitAdviser.com

028_EBA0920_001 28 8/24/2020 11:04:36 AM Top Women Top Women

groups from small to large. But for Kiani, edge of healthcare when she was of- every firm is treated equally. fered a position at BeniComp, a health “No matter what the size, I would insurance technology provider in 2016. never hesitate to have a person do She says it was “the opportunity of a business with her,” says Sharon Eighme, lifetime” for her. an account manager with Arthur J. Gal- “It was not until the opportunity with lagher. “Even a small business she would BeniComp that I was able to combine listen to what they have to say, she my two passions: technology in business would do the best that she could and and health science,” she says. negotiate as much as she would for any As director of strategic growth at large business. They’re all on the same BeniComp, Pittman draws upon her level playing field.” sales experience to provide clients with Clients echo this sentiment. Patty health solutions aimed at increasing Kousgard, human resources director at value for employees while reducing OneStaff Medical, who employs around costs for employers. 600 people, has worked with Kiani for a Pittman is determined to provide her

decade. She valued Kiani’s help enough SOLUTIONS HEALTH BENICOMP clients with as much information and that she brought Kiani with her when transparency as possible at the start, she moved from her old employer to says BeniComp Health Solutions digital OneStaff Medical. Talking cost reduction operations and marketing specialist “Angela wants to understand exactly Francisco Oller Garcia. what our needs are, so that she can help Kieran Pittman is director of strategic growth at “She’s always focused on giving as us get there,” Kousgard said. “And I just BeniComp Health Solutions. much information on the front end by know she will do everything possible to creating packets, brochures and differ- get us to where we need to go.” By Sam Del Rowe ent materials so that the employer feels Kiani’s commitment to clients is clear. comfortable going into a meeting and In 2014, when there was a last minute understanding what the conversation is change in a state insurance coopera- For adviser Kieran Pittman, going above worth of fixed cost savings and poten- going to be based on,” he says. tive, Kiani cancelled family Christmas and beyond in her communication strat- tially $100,000 to $200,000 in claim While the industry has faced chal- Eve plans. She spent the evening in the egy makes the difference with clients, savings over the next year. That’s a lenges adapting to needs presented by office filing paperwork, getting enroll- and has helped launch her to the top of huge win.” the COVID-19 pandemic, Pittman says it ment forms ready, making sure her her industry, as the director of strategic Pittman, who is one of Employee “would be a mistake” for companies to clients were getting the best rate and growth at BeniComp Health Solutions. Benefit Adviser’s Top Women in Benefit just maintain the status quo with their ensuring that her clients were set for the In a key meeting where she and Advising for 2020, says she was not health plans. new year. broker Dennis Hartin were negotiating a always so confident with clients. “Business owners are saying, let’s But, according to Eighme, Kiani’s deal with a new client, a charter school “My role is not to influence someone take this as an opportunity to look at it definition of family goes above and in Florida, the duo faced reluctance to a certain decision — it is to deliver in terms of what we want to create in- beyond biological limits. from top level executives. While Hartin all of the pertinent aspects that will em- stead of just making reactive decisions, “She’s had relationships with [some was preoccupied with addressing power the business leader to make their because now is the chance to do that,” of her clients] for years, personally and concerns from the top HR executive, Pit- best decision. This approach has taken she says. professionally, because she grew up tman engaged directly with the CEO. practice and constant evaluation, then “CEOs and CFOs realize that there’s knowing them,” Eighme says. “To watch “She walked around the desk, sat doing it again, but doing it better every a lot that can be done to protect their her passion to do the right thing and to down next to him and showed him time,” she says. workforce, to give their employees the take care of the people… I have never where the math adds up,” says Hartin, In 2016, Pittman finally found her best opportunity to fight off something seen such a big heart and such force president and CEO of Hartin Dynamics. chance to bring together her skill for like this virus or something that comes with that heart.” EBA “As an organization, there was $10,000 sales and technology with her knowl- down the line in the future.” EBA

Maddy Simpson is a reporter for Employee Benefit Adviser. Follow her on Twitter @maddy__simpson. Sam Del Rowe is a reporter for Employee Benefit Adviser. Follow him on Twitter @sdelrowe.

EmployeeBenefitAdviser.com September 2020 Employee Benefit Adviser 29

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more eager to help and support their employees, Peace says. Providing benefits that promote employee health and well-being are top priority for employers right now, he says. Fringe, whose marketplace has over 100 vendors, has experienced a 22.5x increase in users since early March. Fringe can be used as a lifestyle benefit with a monthly allocation of funds to each employee. The monthly platform fee is $5 per month per employee. “This is a hard time for everybody and there’s a level GETTY IMAGES of empathy that I think wasn’t GETTY IMAGES there four months ago,” Peace says. “Now, we’re hearing from New must-have benefits HR folks and other executives Managing the WFH blues that they just want to help and Many clients are looking for new ways to keep their employees support their people at home.” After months of remote work, workers are reportedly feeling less engaged and happy through the pandemic. connected and companies are struggling to prevent fatigue. “This is a hard time for everybody and there’s By Evelina Nedlund a level of empathy that By Evelina Nedlund I think wasn’t there four months ago.” As office perks such as catered lunch and in- [employers] to provide that for their employ- Working from home has been a positive and house yoga have become obsolete, employers ees.” Since shelter-in-place productive experience for many employees, are changing their benefits approach to bet- Offering personalized benefits not only began, food services have but five months into quarantine, some may ter meet employee needs in the work-from- helps employers keep up with the changing been another huge draw for feel overwhelmed by working remotely for the home era. workplace, but it allows them to show empa- employees using the market- foreseeable future. That’s why Fringe, a platform that deliv- thy to their employees during this time, Peace place. Fringe has seen a 500% With difficulties collaborating, tech break- ers lifestyle benefits to employees, is offering says. Working from home has presented increase for services such as downs and projects continually pushed back, a personalized benefits marketplace where struggles to employee mental health and pro- Uber Eats and Grubhub. workers are reportedly feeling less connected employees can pick and choose services from ductivity, with almost half of remote workers “For Fringe, this has made and companies are struggling to prevent popular apps like Uber Eats, Kiwi Box, Head- reporting anxiety and depression since the us take a hard look at what we “work-from-home fatigue.” space, Instacart and Netflix. start of the pandemic, according to a survey can offer to address a unique “There was an initial burst in productivity, “COVID-19 has really accelerated [the shift report from Hinge Health. Additionally, after problem that wouldn’t have ex- but what we’ve seen over time is that people to personalized benefits] a great deal,” says a record high in May, employee engagement isted were it not for COVID-19,” are feeling claustrophobic,” says leadership Jordan Peace, CEO of Fringe. “We’ve gone went down to its lowest level since 2000 in he says. “We’re always thinking team expert Mike Goldman. “Trying to get from a small amount of tech companies early July, according to Gallup data. about what’s missing in em- work done with family around you is difficult providing personalized benefits to now all of As employers are beginning to understand ployees’ lives that maybe they given the setup for a lot of people, and so is a sudden, the phone’s ringing off the hook for the struggle of working from home, they are used to have access to.” EBA not being around co-workers or being in the

Evelina Nedlund is an associate editor at Employee Benefit Adviser. Follow her on Twitter @EvelinaNedlund. Evelina Nedlund is an associate editor at Employee Benefit Adviser. Follow her on Twitter @EvelinaNedlund.

30 Employee Benefit Adviser September 2020 EmployeeBenefitAdviser.com

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more eager to help and sup- have really managed hybrid port their employees, Peace workforces — whether it be says. Providing benefits that remote, in-office or a combina- promote employee health and tion — are finding unique ways well-being are top priority for to keep remote employees employers right now, he says. connected and make them feel Fringe, whose marketplace has like they’re part of the orga- over 100 vendors, has experi- nization, Staples says. Staples enced a 22.5x increase in users says companies have imple- since early March. Fringe can mented no-meeting days, or be used as a lifestyle benefit instituted summer Fridays. In with a monthly allocation of other circumstances, HR lead- funds to each employee. The ers and managers are investing monthly platform fee is $5 per in team events to the extent month per employee. that they can, such as getting “This is a hard time for small groups of employees everybody and there’s a level together in an outdoor setting, of empathy that I think wasn’t GETTY IMAGES like a park. there four months ago,” Peace “Employers need to think says. “Now, we’re hearing from about how they can continue HR folks and other executives Managing the WFH blues to offer benefits, surprises and that they just want to help and treats to employees to keep support their people at home.” After months of remote work, workers are reportedly feeling less them motivated and help break connected and companies are struggling to prevent fatigue. up the monotony of working “This is a hard time for from home,” Staples says. “This everybody and there’s is just as important online. I’m a level of empathy that By Evelina Nedlund I think wasn’t there four personally planning to do an months ago.” online escape room with my Working from home has been a positive and office.” team in a couple of weeks, just Since shelter-in-place productive experience for many employees, More than half of employees (55%) want to do something different from began, food services have but five months into quarantine, some may to work in an office environment again, ac- the Zoom meetings we’ve been been another huge draw for feel overwhelmed by working remotely for the cording to a recent survey from Hibob, an having.” employees using the market- foreseeable future. HR and benefits management platform. For Besides check-ins and daily place. Fringe has seen a 500% With difficulties collaborating, tech break- those that expressed interest in returning to interactions, employers should increase for services such as downs and projects continually pushed back, the office, 42% said their primary reason for also provide a more anony- Uber Eats and Grubhub. workers are reportedly feeling less connected wanting to go back was to resume everyday mous tool to get insights on the “For Fringe, this has made and companies are struggling to prevent work routines, and 20% said they were most well-being of their workers. us take a hard look at what we “work-from-home fatigue.” looking forward to seeing their colleagues “It’s really important that can offer to address a unique “There was an initial burst in productivity, face-to-face. managers and HR people problem that wouldn’t have ex- but what we’ve seen over time is that people “The novelty of work from home has cer- understand the stress employ- isted were it not for COVID-19,” are feeling claustrophobic,” says leadership tainly worn off,” says Rhiannon Staples, CMO ees are facing so that it can he says. “We’re always thinking team expert Mike Goldman. “Trying to get of Hibob. “We went into this anticipating that be addressed,” she says. “It about what’s missing in em- work done with family around you is difficult it would be a short sprint, and it certainly has can lead to damage down the ployees’ lives that maybe they given the setup for a lot of people, and so is become a marathon.” line in terms of productivity or used to have access to.” EBA not being around co-workers or being in the Supportive, modern companies that employee retention.” EBA

EmployeeBenefitAdviser.com September 2020 Employee Benefit Adviser 31

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estimated costs. The modeling scenarios address testing and treatment costs for up to 180 days to ensure reliable projections using the latest data, which means that the tool doesn’t just show the current risk of infection, but also future risk. Refining the projections with recent data will help employers prepare and make informed financial decisions for future needs. “We apply those [infection rates] to an employer’s demo- graphic file to determine where XAUME OLLEROS/BLOOMBERG XAUME those employees live and then update it on a daily basis, based on infection outbreaks New tool helps employers in that particular county,” Krek- stein says, noting the benefit estimate COVID-19 costs for national employers with employees throughout the en- As employers face potentially larger expenses associated with tire country, since it can predict the likelihood of infection for all COVID-19, a new tool helps them understand their liabilities. those employees. Through the modeling tool, By Evelina Nedlund employers can also get information on the cost of deferred services that are occuring due NFP, an insurance broker and consulting firm, Krekstein, managing director at NFP. “A law to the stay-at-home orders. has launched a new tool to support employ- firm in central Pennsylvania and a hospital “COVID-19 is impacting ers as they assess the effects of the COVID-19 in New York City are not going to have the employers in two main ways: pandemic on their benefit costs and strategy. same risk factors. This tool helps employers one is direct cost and infec- Some employers — because of where understand their liabilities related to the cost tions, and the second piece is their employees are located, the demograph- of care of COVID-19 and also understand that the cost of deferred services,” ics, and underlying health conditions and that liability changes as the infection rates Krekstein says. because the industry they’re in is putting them change.” “We’re only allowed to go at higher risk — have much larger potential The tool uses proprietary models and arti- to a hospital for emergency expenses associated with the coronavirus ficial intelligence to project future infections, services, so if you had an elec- than others do. testing, diagnosis and treatment. Through a tive service during that time “The first thing we had to understand was comparison of an established baseline of test- period, it was rescheduled, what the chances are that an employee in ing and positive infection rates in an employ- which would be a deferred your population will be infected,” says Rich er’s state and country, the model can project service.” EBA

Evelina Nedlund is an associate editor at Employee Benefit Adviser. Follow her on Twitter @EvelinaNedlund.

32 Employee Benefit Adviser September 2020

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in that environment or don’t want to. Facebook CEO Mark Zuckerberg announced in May he expects more than half his employees to work from home within a decade. Google’s employees will work from home until next year.

Remote work reality As remote work remains the reality for the foreseeable future employers and health and welfare consultants will need to offer greater benefits personalization than we’ve ever seen, as well as a BLOOMBERG willingness to be flexible in what we offer our members. With an increasing number Strategies to adapt clients’ of employers operating with fragmented workforces, it employee benefits will no longer be enough for us to rely on exclusive gym memberships or on-site Employees expect wellness programs that add value. Due to wellness screenings. ripple effects of COVID-19, programs need to be more flexible. Employees expect wellness programs that add value. By Ethan Kaplan Due to the ripple effects of COVID-19, those programs will The pandemic changed the way we work, Here are just a few of the ways we’ll have need to be more flexible than shop, eat, play, lounge, exercise, and live. to adjust benefits delivery to thrive in a post- ever. That might mean offering As case numbers surge around the country, COVID-19 world. a stipend that you can use for it’s clear that returning to normal may not physical fitness activities or be possible for quite some time. As much The workforce is changing more emphasis on matching of our world has already changed because In the future, meeting employee needs HSA or FSA contributions. of COVID-19, shouldn’t we assume that will mean moving past the traditional plan The COVID-19 crisis is employee benefits will change, too? design into building a benefits strategy changing every day, and it’s Over the past several months, I’ve spoken tailored to a more remote and dispersed impossible to predict what with HR leaders, brokers, administrators, workforce. While many companies saw employees will need next year. and others at the forefront of our industry. the remote work necessitated by social Our best step forward now What I’ve come to understand is that, while distancing as a temporary solution, others is to offer a holistic, digital no one knows exactly how things will look in have made it permanent. benefits experience that’s the future, we can all agree that they will be Twitter told employees they need never dead simple to use. We owe different. return to the office if they aren’t comfortable employees that much. EBA

Ethan Kaplan is the Midwest sales manager at HealthJoy.

EmployeeBenefitAdviser.com September 2020 Employee Benefit Adviser 33

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on their plate: employee mental well-being. Leaders recognized they’d have to find new ways to keep their people productive and happy. In fact, their employees’ experience with remote work was a central component in making that big operational move successful. The same will happen as task forces bring people back to the workplace. To ensure employees feel comfortable returning to the workplace, company leadership needs to know how they feel about ADOBESTOCK coming back and what safety concerns they may have. Then leadership must act on that Why continuous listening is information. But the current situation the key to adapting (and their employees’ feelings) can change rapidly. That’s why a method called “continuous To ensure employees feel comfortable returning to work, listening” is essential to leadership needs to know how they feel about coming back. managing employee experience. By Jay Choi At least once a day (if not more), employees should As states and businesses reopen in the U.S., how do they successfully manage employee be able to respond to a few many employers are faced with a difficult experience? questions about how they’re decision: Should their employees go back to Most companies have coordinated feeling, and leaders can use the workplace? And if so, when? Amazon told COVID-19 task forces charged with making that real-time information to their workers they likely wouldn’t return until those decisions. And whether they realize it successfully take care of their October, while Google announced that their or not, those task forces are broken down teams. employees wouldn’t go back to the office into two different functions: operational and Leaders need to listen until 2021. Twitter and Facebook decided experiential. closely and continuously most employees could work from home When COVID-19 first hit, the task forces to their employees and forever. had to deal with the operational challenge of should increase emphasis But once employers do make that moving massive workforces home overnight, on employee feedback. decision, they’re then confronted with a and they worked to ensure employees had After all, employees are more formidable one: How do they get their the equipment and software needed to an organization’s best employees back in a way that is both safe function remotely. And soon after, many ambassadors. Invest in them, and comfortable for everyone? In short, realized they also had another responsibility and they’ll invest in you. EBA

Jay Choi is an EVP of employee experience at Qualtrics.

34 Employee Benefit Adviser September 2020

034_EBA0920 34 8/24/2020 11:08:26 AM Explore our benefits community Whether an advisor or HR professional, answering new demands in the multi-generational talent economy are critical to success. From employee engagement to promoting well-being to personalized benefits, leaders can find the ideas that will help their business stay ahead of workforce expectations.

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