2020 OSD Year In Review

Outreach Services 2020 Projects Year In Review

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DEPARTMENT INFORMATION

How OSD Operates

The Outreach Services Department provides a variety of customer service-related functions for the Commission’s various internal and external customers. The overall goal of the department is to assist customers, evaluate claims data to facilitate information sharing, as well as planning educational and outreach initiatives which will support the agency’s mission.

Core services offered by the Outreach Services Department include: • Customer Call Center Support

• Web Related Services • Reporting and Analysis • Marketing Information • Educational and Outreach Events

Executive Director Evelyn McGill #00408 UG Outreach Services Dept.

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OSD Asst. Manager

Angela Mack #00660 G-5

CCC Lead Specialist

OSD Public Relations Supv.

TiKeye Jones #00787 G-4

Cindy James #00777 G-4

OSD Communication Specialist Terek Hagans #00824 G-4

Sr. CCC Specialist

Shaudel Short #00698 G-3

CCC Specialist

CCC Specialist

VACANT #00435 G-3

Missy Estep #00466 G-3

CCC Specialist

CCC Specialist

Tonya Greenidge #00581 G-3

Java Crews #00474 G-3

CCC Specialist

CCC Specialist

Tamara Wynn #00582 G-3

Shannon Parker #00475 G-3

CCC Specialist

DeannDrea Fleming #00434 G-3

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CUSTOMER CONTACT CENTER (CCC) STATS / WEB STATS

CCC Call Stats

Data reflects January - December 2020

Customer Contact Center Employee of the Month January DeannDrea Fleming February DeannDrea Fleming March LeeAnn Sanchez April LeeAnn Sanchez May LeeAnn Sanchez June DeannDrea Fleming July DeannDrea Fleming August Tamara Wynn September LeeAnn Sanchez October LeeAnn Sanchez

Call Stats 2020

Average Calls Per Day Average Calls Per Month Total Calls Offered Total Calls Answered

245

6,206

74,469 60,480

CCC Answer Rate

81% 2:29 5:27 256

Average Wait Time for Customer Average Handle Time of Call Amount of Ring No Answers

Additional CCC Accomplishments and Highlights • Through December 2020 – 74,469 calls offered and 60,480 calls answered with an answer rate of 81%. The monthly target is 95%. • QA averages maintained throughout the year at average of 98%. • CCC Finesse Wrap-Up Code percentages increased throughout the year to 98%. This metric tracks the type of calls being handled by each agent. • Several CASPER enhancement recommendations from the CCC were approved for production.

Website Stats workcomp.virginia.gov

Data reflects January 1, 2020 - December 27, 2020

• Website Pageviews totaled: 730,862 • Top 5 links visited: WebFile, InjuredWorkers, VWC Forms (Most Visited Form: Claim Form), Contact the Commission, Employers • Top 5 documents downloaded: Claim Form, Form 61A, Medical Fee Schedules, Employers Workplace Notice Form, Rejection of Coverage Form

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REPORTS, GUIDES AND TRAINING AIDES

REPORTS

VWC Quarterly Reports

The Agency Highlights Quarterly Report continued to be revamped throughout the year, with easier navigation and readability. OSD tracks data analytics on readership of the Quarterly Reports to better determine what content is most valuable to the VWC team. A special section for COVID productivity was also added for 2020, keeping employees informed on effects of the virus to productivity, as well as system upgrades and changes to meet service needs.

VWC 2018 Annual Report

The 2019 VWC Annual Report was released in June 2020. Various communication platforms were used for its release, including a press release and mass communication to nearly 4,000 email subscribers. The report is also posted to VWC’s website and LinkedIn. Two comprehensive styles were developed to give customers the option of a downloadable version as well as a mobile-friendly version.

VVF and SAFE 2020 Annual Reports

In partnership with VVF, the 2020 VVF Annual Report was developed and published digitally. The report was sent to all VVF subscribers, as well posted to LinkedIn and the VVF website. Additionally, a 2020 SAFE Special Report was developed in response to a legislative request during 2020.

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User Guides & Training Aids

OSD created various technical documents in 2020, helping users navigate through new processes and applications offered by VWC. WebFile User Guides Step-by-step guides were created for each customer base affected by VWC’s UI refresh. The guides help users navigate through the VWCWebFile application’s UI Refresh.

A SIFS Guide was created for the internal UI refresh. The 50 page guide has step-by-step details on how to navigate through the SIFS application for Self-Insurance.

Records Retention Guides (Internal and WebFile) were develped to help users with VWC’s record retention policy changes and updates.

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REPORTS, GUIDES AND TRAINING AIDES

Quicksheets

Quicksheet how-to’s were developed for filing the 16A and 17A via WebFile.

Tutorial Videos OSD developed 9 tutorial videos for UI SI customers, helping guide them through the WebFile process.

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MARKETING AND COMMUNICATIONS

Workers’ Compensation Mailer

In response to recent JLARC recommendations, OSD worked with a focus group to develop an updatedWorkers’ Compensation Brochure. This four-fold document was redesigned to streamline information for the customers in an easy to read format. It contains details on the role of the Commission, where to file a claim and many other helpful tips. This brochure is sent out on request by the Customer Contact Center and is also available on the VWC website and in the Clerk’s Office.

UI Project Communications OSD continued to lead communication efforts for the UI project. Various communications were sent for Release 2A and 2B, as well as the Internal Self-Insurance Financial Systems (SIFS). Branded email

communications were sent to targeted customers, user guides were created and a portal page was maintained for VWC employees.

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MARKETING AND COMMUNICATIONS

ADR Posters In partnership with ADR, OSD developed a long-term use poster to place in HQ and Regional offices. March is Mediation Month posters and communications were also developed and published.

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Press and Communications

Press Releases & Communications - 6 Press Releases distributed - 34 external communications distributed - 16 external COVID-19 communications distributed - 26 internal communications distributed to VWC employees - 8 external conference communications distributed

Social Media Platforms

- Gained 66 new followers in 2020 (17% increase from 2019) - 456 total followers - Posted 38 VWC updates, 10 COVID-19 updates - Began posting VWC job opportunities on LinkedIn during 2020 - Largest groups of followers are 13% in IT and 12% Business Development

- 1 ADR video added - 9 UI SI videos added - 954 total video views on VWC channel for 2020 - 11,969 lifetime video views on VWC channel (2015-2020) - Most watched video- How to File 61A (1,172 views) - 42 channel subscribers

OSD began using Mailchimp email service in 2017 to track data and analytics of emails sent to customers. VWC began with 1,330 contacts via listserv in 2017. - As of November 20202, there are now 3,695 subscribers - 240 new subscribers in 2020 - 65 communications were sent to customers via Mailchimp in 2020

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OSD Special Projects

COVID-19 COMMUNICATIONS OSD delivered various communications from March-December concerning COVID-19 and its effect on operations at the Commission. Special notices to the website, numerous mass emails to subscribers and LinkedIn posts were used to communicate information.

In partnership with EDI, COVID-19 data was also added to the website on a monthly basis.

COVID-19 content was added to the TV’s located in the HQ Courtroom lobby, 1st floor waiting area, and 1st, 3rd and 4th floor elevator areas. This content informed staff and visitors of COVID regulations within the building.

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VWC STYLE GUIDE In response to JLARC recommendations, OSD led a focus group to develop a VWC style guide. The guide is a reference for all VWC employees to use when developing communications, forms, guides and other documents. Its purpose is to strenghten and streamline VWC’s voice and brand. A branding guide is also under development to accompany the Style Guide.

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