Loa tier 3 mile high webinar 05 23 12

HR Shared Services - Leave of Absence Tier 3 Team

Return to with Restrictions

Human Resources

May 12, 2012

Powering the dreamPowering the dream

Leave Management is a Team Effort

VENDORS

LIBERTY MUTUAL

ACCOLADE

Support the employee throughout the LOA process

HR SERVICE SUPPORT

Tier 1: ESC

Tier 2: Transaction based

Tier 3: Non-Standard LOA

LOCAL BUSINESS UNIT

Supervisor / Management

Initiate and close the LOA process

LOCAL HUMAN RESOURCES

Integrated in the LOA process

Consulate and Support

Employee

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LOA Team - Tiered Model

Tier 1: Employee Service Center (ESC)• First point of contact • First Call Resolution• Direct employees to Accolade and Liberty Mutual• Triage incoming calls / emails within the LOA team

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Tier 2: Transaction based Team• Process Eforms to update SAP (active / inactive) • Research inquiries (payroll, leave pay, off cycle requests, quota time) • Research LOA issues raised by Sups/Mgrs and HR community• Post Liberty Mutual Reports on Share Point for HR community• Validate Liberty Mutual data in reports e.g. LDW

Tier 3: Non-standard / Non-occupation LOA cases• Non-Standard Leave of absences, RTW with medical restrictions & accommodations• Leaves not managed by Liberty Mutual: PLOA (medical related), ADA, Military.• Initiate the Interactive Dialogue as required under ADA Amendment Act (2008) • Obtain and review completed Healthcare Certification form• Review outlier cases with the Compliance Review Committee


Tier 3: Overview of Services

• Initiate the Interactive Dialogue with the employee • Generate written communications to employee (compliance approved letters)

• Obtain and review Healthcare Certification form • Manage RTW with medical restrictions for non-occupational cases• Manage ADA Accommodations which can include active employees who due

to medical reasons require ergo equipment e.g. additional bathroom breaks, ergo equipment (keyboard, chair, etc) and recertification

• Coordinate with the Compliance Review Committee (CRC) • Coordinate with medical vendors for outlier cases • Monitor and disposition older LOA cases in SAP • Generate the 60 day reminder letter prior to the 12 month PLOA anniversary• LOA cases that lead to Administrative Termination, send the term letter and

the request to DSS to have the term processed in the system • Kofax – have the completed LOA case to be digitized into the employee’s file

• Tier 3 manages the non-standard RTW with restriction case until the employee either RTW or separates from the organization.

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Tier 3: CRC and ADA Requests

Compliance Review Committee (CRC)

• The CRC is comprised of LOA Consultants, Compliance legal team and designated Human Resource Leaders.

• The objective of CRC is to discuss outlier LOA cases and as a committee determine next steps e. g. extend the leave, administrative term, request additional information, etc.

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ADA Accommodation Request• Tier 3 handles requests for accommodation such as ergo chair, additional

bathroom breaks, work station evaluation, reduced work schedules, etc.• Employees who need a medical accommodation are to direct their request to

the Employee Service Center (ESC). • Tier 3 is then responsible to periodically follow up with the employee to

determine if the accommodation has changed, recertification is needed, etc.

Example: employee has reduced work hours e.g. 25 hours / week for 6 weeks. Tier 3 will follow up with the employee prior to the 6 weeks to ensue a smooth transition to full time or reevaluate the accommodation.


Tier 3: The Lift and Value add

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• The lift to the HR community is that Tier 3 is conducting the interactive dialogue and managing the non-standard leave from the start to finish. e.g. employee either RTW or separates from the company.

• Tier 3 is a designated team whose sole focus is to work with the employee to return them to work.

• As a company we have older cases (>12 months or older) in which employees are still in our books as an LOA case - receiving courtesy services and in many cases subsidized benefits. These cases are now being addressed by Tier 3.

• Centralization of non-standard leaves ensures consistent processing of these types of leaves company wide.

• Tier 3 has the ability to identify trends, analyze root cause, steer employee behaviors, ensure legal requirements are being properly administered and adhered to.


Tier 3: The Transition

• Tier 3 has been working with your HR team in project meetings• Tier 3 has already been working cases from your Region, we

started start with the complex and aged cases (>12 months) first

• On a designated date we start to work all NEW non-standard LOA cases.

• Then a set date that going forward all non-standard LOA cases.

• Once the transition has been completed HRLs will contact the ESC to submit non-standard LOAs to Tier 3.

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Tier 3: The StructureThere are three Tier 3 teams each aligned with the three Divisions (NE, Central, West).

Employee Service Center (ESC)

ESC will create a case and provides a case number to the caller

Tier 3 reviews the workload of the consultants for that Divisions and assigns

LOA Manager LOA Manager

Northeast Team Central Team West Team LOA Consultant(s) LOA Consultant(s) LOA Consultant(s)

LOA Consultant – Oversees the case management system, assigns cases based on work load, point person for ADA accommodations and ergo equipment ordering.

LOA Consultant – receives and takes action on denials via Liberty Mutual reports, generates each month the 60 day letter, reviews and assigns cases via internal SAP reports.

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Role of the Supervisor / Manager

• Continue to contact employees who have 3 or more consecutive days of an unexcused absences and determine if the absence is job abandonment versus leave of absence.

• Contact ESC, if employee is not returning back to work immediately• Direct employees to Liberty Mutual for LOA; STD, FML (LM tracks iFML & cFML)• Direct employees to ESC for payroll issues, Quota time, • Direct employees to Accolade for healthcare related issues, LOA plan & policy• Respond to Liberty Mutual requests for information e.g. validate Last day worked• Read Liberty Mutual notifications & communications which are providing the status

of the leave.

ESC must be notified when an employee has gone out on a LOA and when the employee returns to work. This step is needed to change the employee’s status in SAP (active vs inactive)

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Important: Maintain on-going dialogue with LOA employees


Role of Human Resource Leader

• Key role and integrated in the LOA process.

• Partner with Tier 3 and Compliance to assist in the management LOA and ADA accommodation cases.

• Oversight of the requests for non-medical PLOA requests.

• Lead the effort to find an open position for the employee who is unable to return to their original position.

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Role of Employee

• Initiates leave* (STD, FML) with Liberty Mutual

• Communicates with their management team throughout the life of the leave

• Provides information as requested by Liberty Mutual and LOA team

• Ensures their Health Care Provider completes and returns Health Care Certification form, if applicable.

• Must provide RTW note “prior” to returning back to work

*Personal leave of Absence (PLOA) that are non-medical related remain between the employee and their management / Human Resource Team.

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Role of Liberty Mutual & Accolade

Liberty Mutual• Manages all standard STD, FML, LTD leaves.• Validate last day worked with supervision.• Adjudicate claims.• Mail out FML paperwork to employees.• Track cFML and iFml hours used by employees.• Generates various letters to the employee with cc’s to the supervisor.

Accolade• Answer employee questions about Comcast’s STD & LTD policies. • Warm transfer employee to ESC for questions regarding STD payroll issues

and/or concerns. • Assists employees with schedule doctor appointments.

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Tier III: TestimonialsCentral Division / Chicago Region

Employee: 10184534 Date of Hire: 02/07/2011

Last Day Worked: 11/15/2011 Returned to Work: 2/19/2012

Leave Situation: STD was denied.

Outcome: During the inactive process, employee stated that he wanted to return to work but was not sure of the proper steps. He returned to work within seven (7) days after speaking with Tier 3. Employee stated he was happy that Tier 3 reached out to him with instructions on returning to work.

Northeast Division/ Beltway Region

Employee: 10017574 Title: CAE 2 – Billing Date of Hire: 07/24/2007

Leave Situation: Date of disability 08/13/11. STD approved from 08/20/11 to 08/25/11. FMLA was denied for minimum work requirements not met. Prior LOA: 5/5/11 – 7/18/11 (STD denied), 11/24/10 – 3/14/11 (STD denied), 8/11/10 – 10/4/10 (STD approved), 10/18/09 – 1/19/10 (STD approved 10/20/09 – 12/15/09).

Local Human Resources tried from 09/20/11 until 10/21/11 to obtain required documentation from the employee to support her being out on a medical leave but was not able to and turned the case over to Tier 3. Tier 3 worked through the interactive process with the employee’s expected return to work date of 12/15/11. Employee did not show up. Tier 3 made several more attempts to obtain required medical documentation. Tier 3 with Compliance Review Committee’s approval moved to administrative termination on 01/12/12.

West Division / California Region

Employee: 10201969 Date of Hire: 12-12-2011

Last Day worked: 01/13/12 Terminated: 2-16-2012

LOA situation: Employee was denied STD for not meeting eligibility period for benefits. Employee assumed she was terminated since she did not satisfy the 90 day introductory period and noted she did not hear from anyone in Human Resources. She has since moved over 500 miles away from her work location and is not sure when she will be able to return to work, employee was moved to administrative termination.

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Tier 3: How to get a non-standard LOA case to the team ?

Employee Service Center

1-877-909-HR4U (4748)

[email protected]

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Simple……call the Employee Service Center (ESC)

• ESC will give you case number and route the case to Tier 3

• Tier 3 will then contact you and let you know that they have been assigned to the case and request any related information

• Tier 3 will keep both supervision and local Human Resources informed on the case until the employee either RTW or separates from the company.

mailto:[email protected]

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Loa tier 3 mile high webinar 05 23 12