Have you scheduled benefits open enrollment meetings?

Is your fall calendar set with communications meetings for employees about open enrollment? I would not be surprised if you answer, “We don’t hold meetings, everything is sent out electronically.” Instant communications is not the best way to deliver complex information, particularly changes in benefits plan offerings. The message is more likely to get out, and reduce frustration, when multiple communications channels are used.

Start With Email

Email is great for announcements, summaries and distributing required Summary Plan Descriptions (SPD). Email messages about benefits can get buried in a growing in-box and might not reach the family decision maker. Employees often turn to spouses, and even children, to help with these decisions.

Use email to send general announcements and a schedule of events and deadlines. If you insist on email as your best option for all information begin with a summary of highlights or changes so employees don’t have to wad through dense content to find them. Conclude with clear action steps that participants are required to take for your open enrollment procession.

Add Mailings Home

Carefully crafted letters and information that is sent home strengthens the message. If a change is resulting in increased employee out of pocket expenses this can be described in a letter from the CEO that includes specifics about costs and cost sharing. Enrollment materials can also be included in the packet from providers or summarized by the employer or broker.

Steer clear of information that is full of terms that no one will understand. If you are introducing a Health Savings Plan as an option, or the new coverage for all, don’t fill a page repeatedly extolling the features of the HSA to readers who don’t know what the abbreviation stands for.

A letter home is more likely to be read by someone else in the family. Conversation with a spouse can lead to better understanding and satisfaction when everyone sees the value in offerings and costs that are covered by the employer.

Include Face to Face or Remote Meetings

Changes can be explained in a meeting that anticipates objections and frequently asked questions. This is not a Town Hall Meeting on Healthcare Reform but you can face negative reactions, particularly when there have been significant changes or increases in employee costs. Answering these questions in person gives the opportunity to share correct information and avoid rumors. You wouldn’t want employees thinking wellness initiatives for weight loss and smoking cessation are negative attempts at controlling individual lives. We know how fast misinformation can spread.

Meetings are really helpful when representatives from providers can be present. A health fair or informal setting where employees can ask questions one-on-one can be a great alternative to formal meetings. When providers do speak it is important that they too minimize terms that participants may not understand. Brief them first on the knowledge level of your employees so you can screen for jargon.

Far flung employees can be reached through teleconference, web based meetings and conference calls. Limit the number of attendees in virtual meetings to increase participation and opportunities to ask questions. You will score points for both in person and online meetings when you invite spouses to hear the information. They may be the one who actually completes the forms.

Create frequently asked questions for distribution and update them when you repeatedly hear the same inquiry. After 3 employees describe repeated attempts to use online resources, including passwords and group numbers, save frustration and can cut down on  complaints by including step by step directions up front.

What creative steps have you taken to improve benefits open enrollment communications?