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H1N1 Workforce Reduction Forum

H1N1 Workforce Reduction Forum. Theresa A. Masse, State Chief Information Security Officer Department of Administrative Services Enterprise Security Office. Agenda. Opening Remarks Public Health Q&A DAS Enterprise Security Office Agency Panel DAS Human Resources Service Division

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H1N1 Workforce Reduction Forum

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  1. H1N1 Workforce Reduction Forum Theresa A. Masse, State Chief Information Security Officer Department of Administrative ServicesEnterprise Security Office

  2. Agenda Opening Remarks Public Health Q&A DAS Enterprise Security Office Agency Panel DAS Human Resources Service Division DAS Risk Management Q&A 2

  3. Opening Remarks Scott Harra, Director Department of Administrative Services

  4. Opening Remarks Official state guidance: Public Health www.flu.oregon.gov HR Issues www.oregon.gov/DAS/HR/flu.shtml

  5. Public Health Michael Heumann, MPH, MAEmergency Preparedness CoordinatorOregon Public Health Division

  6. Public Health • What is flu? • Typical impact of influenza • What is a flu pandemic? • What now: addressing the current pandemic

  7. Public Health What is the flu? -- Seasonal respiratory illness causedby influenza virus Influenza symptoms - Respiratory illness; - Fever, headache; - Cough, sore throat; - Muscle aches; and - Diarrhea, nausea & vomiting - Cough and fatigue can last for more than a month Most people will recover within a week to 10 days Electron Micrograph of Pandemic H1N1 Flu Virus

  8. Public Health • Transmission • DROPLET spread most important. • Cough or sneeze • 3-5 feet • Incubation period One to three days. • - Can be contagious before symptoms develop.

  9. Public Health • Flu virus changes in a minor • way each year • “Antigenic drift”. • New strains appear each year to which most people are susceptible. • Need new vaccine each year to match circulating strains.

  10. Public Health • Periodically virus has major changes • “Antigenic shift”. • Nobody has immunity. • Causes a widespread epidemic, or pandemic. • Severity of the new virus strain a major concern.

  11. Public Health • Impact of Influenza in a typical year • 10-20 percent of population gets influenza • each year. • 225,000 hospitalizations and 36,000 deaths • from influenza in U.S. in an average year. • - 2,750 hospitalizations and 450 deaths • in Oregon. • Most deaths from secondary pneumonia. • - i.e., bacterial infection of lungs after • infection with influenza virus.

  12. Public Health • Pandemics: 1918 Spanish flu • Catastrophe against which all modern • pandemics measured. • 20-40 percent of world’s population ill. • 20 million deaths in world, 500,000 in U.S. • - Killed more Americans than all wars in 20th century. • - Quick: felt well in morning, dead by nightfall. • - Others died from complications. • - Attack rate and mortality highest among 20-50 year olds.

  13. Public Health • Other flu pandemics and Pandemic Threats • 1957: Asian flu: 70,000 U.S. deaths. • 1968: Hong Kong flu: 34,000 U.S. deaths. • 1976: Swine flu threat. • 1977: Russian flu threat. • 1997-9: Avian flu: limited spread.

  14. Public Health What now? Why worry about pandemic H1N1?

  15. Public Health • Pandemic H1N1 • New strain appeared spring 2009 and rapidly spread • throughout globe. • - Younger people especially affected. • World Health Organization (WHO) has declared a pandemic. • Everyone is susceptible, so potential for widespread • illness this flu season. • Severity difficult to predict, but could stress • healthcare systems, and economic functioning.

  16. Public Health • What are goals of Public Health? • Reduce spread of flu. • Protect vulnerable people from complications. • Assure availability of treatment for severely ill. • Minimize social and economic disruption.

  17. Public Health Specific planning to help prevent or reduce the effects of a flu pandemic - Track the epidemic - Provide accurate information to public - Provide more detailed information to specific sectors, (e.g. schools, hospitals and businesses)

  18. Public Health Ways we can all minimize the spread of H1N1: 1- Cover your nose and mouth with a tissue when you sneeze or cough. Throw the tissue in the trash after you use it. 2- Wash your hands often with soap and water, especially after you cough or sneeze. Alcohol-based hand cleaners are also effective. 3- If you are sick, stay home. Seek medical treatment when necessary.

  19. Public Health Continuity of Operations Planning (COOP) can help reduce service disruption at work Steps you can take: - Identify essential functions - Develop order of succession & delegation of authority - Assess workplace risks and facilitate adaptations - Consider allowing staff to work remotely, when feasible

  20. Public Health Workplace planning can help everyone reduce the effects of a flu pandemic • Stay informed—information changes rapidly • Develop a COOP plan • Promote social-distancing • Initiate non-punitive policies that allow people to stay home if sick or to care for a sick family member • Communicate plans and policies to employees

  21. Public Health Give me six hours to chop down a tree and I wil spend the first four sharpening the axe. - Abraham Lincoln

  22. Public Health For further information about H1N1 pandemic: www.flu.oregon.gov www.cdc.gov/h1n1flu/ www.oregon.gov/DAS/HR/flu.shtml www.oregon.gov/DAS/PEBB/flushots.shtml

  23. Enterprise Security Office Theresa A. Masse, State Chief Information Security Officer Department of Administrative Services Enterprise Security Office

  24. Enterprise Security Office • Workforce Reduction - Key Considerations: • Commitment to deliver services • Critical Business Functions (defined in BCP) • Interdependencies with Business Partners • Protecting State information • Planning/preparing in advance

  25. Enterprise Security Office • Telecommuting: • A planned/pre-approved regular schedule for working from an alternate location • Teleworking: • Working remotely on an irregular or ad-hoc basis

  26. Enterprise Security Office Teleworking Checklist: • What are agency remote access capabilities? • Email • System/Applications • Phones • Consider third party workforce • State or personal equipment

  27. Enterprise Security Office Teleworking Checklist: • Document agreements - in advance • Protection – based on Information Classification level • Test – test - test!

  28. Agency Panel Holly Mercer, Executive Director Oregon Board of Nursing

  29. Board of Nursing • Regulate approximately 70,000 licenses of nurses and nursing assistants. • 48 FTEs, $12.1 million budget • Process an average 3,316 licenses per month. • Call center (4 people) fields an average 4,800 calls per month. • Receive an average of 60 complaints via phone or e-mail per month. • Process an average 117 criminal history hits per month.

  30. Board of Nursing • Preparing a plan to assure continuity of service with a 40-50% reduction in staff. • Core business functions: • Licensing (public safety; ensure healthcare staffing needs are met). • IT & Finance (ecommerce; fee based revenue) • Complaint intake (identify possible emergency situations to maintain public safety). • Working to identify “skill bank” among staff.

  31. Board of Nursing • Management team will gather periodically to handle reallocation of staff/duties as needed. • Need to manage expectations of customers in advance; e.g. communicate that staff may not be able to take calls directly, but will return messages within 24 hours. • No telecommuting; assess telework as needed.

  32. Agency Panel Paul Cleary, Executive Director Public Employees Retirement System

  33. PERS and Our Customers Agency • Three locations; two in Tigard, one in Salem • 364 employees Customer profile • 167,000 active members • 48,000 inactive members • 105,000 retirees • 870 employers Customer contacts • Phone centers – employers, members, and third-party administrators • Email and website • Walk-ins in Tigard and Salem • Group presentations • Individual counseling sessions

  34. 2008 Retirement System Workload • 5,700 Tier One/Tier Two and 5,359 IAP retirements • 9,932 account withdrawals • 172,000 telephone calls (incoming/outgoing) • 118,861 emails (outgoing) • 12,502 written benefit estimates • 12,773 employer reports with 3,501,158 member records received • 263,000 member annual statements • $200 million in benefit payments each month

  35. Business Seasonality – Workload Processing FLU SEASON

  36. Increased Telephone and Email Volume Perennial triggering events • First three business days of a month when retiree checks are mailed • Mondays • Retirement spike (January 1 retirements) • Tax season (January – April) • Variable account adjustment for retirees (February) • Annual statements (mailed in May) • Retirement spike (July 1 retirements) • Cost-of-living adjustments (August) • New plan participants (September – educators) One-off events • Litigation and legislation • Changes in benefit calculation factors • Media coverage

  37. Key Business Functions

  38. Critical Business Functions and Staffing Review • Identify and prioritize time-sensitive transactions and qualifying events • Review production chain for weakest links and essential staff • Assess staff skills/work experience for redeployment • Identify system access methods, roles, and security levels • Assess potential workflow process and service delays caused by external and internal partners • Review opportunities for manual work-arounds and outsourcing

  39. Focus on Mitigating Staff Shortages • Redeployment options and cross training • Documentation of procedures (desk manuals) • Streamline system access/approval processes • Temporary delegation of authority • Assess and communicate the need for alternate contacts with employers, vendors, and third-party administrators

  40. Teleworking Considerations and Concerns • Limited remote access capability on current infrastructure • Production work from home raises security risks and accuracy concerns • Employees at home assumed to be sick or caring for sick • Extended school closures or other extenuating circumstances may require teleworking consideration

  41. Manage Customer Expectations • Communicate production priorities and estimated timelines via website, newsletter, and automated phone messaging • Engage stakeholders in helping communicate production priorities and timelines • Encourage use of online benefit estimate calculator instead of written estimate • Prepare members for estimated benefit payments

  42. Agency Panel Karen Gregory, Deputy Director Oregon Department of Revenue

  43. Department of Revenue’s H1N1 Plan

  44. Topics: • Brief overview of DOR business • How DOR will handle 20%–40% potential absenteeism including: • Communication Plan • IT plan for the season • Working offsite (telecommuting) • Web Conferencing • Questions and answers

  45. Overview • DOR administers over 30 tax systems • Governments rely on all of these collected taxes • Business peaks February-April, yet constant throughout the year

  46. Swine flu paranoia is getting out of hand!

  47. Plan to Handle • H1N1 Plan • 6-prong approach • Work units determine priorities and create plans for core work • Agency plan focuses on additional revenue commitments made to the legislature • Communication plan—agency wellness committee • ITPlan includes partnering with SDC

  48. Approach • Telecommuting: • Why • How we did it • Managers’ reactions • Results • Benefits • Downsides

  49. Approach • Web Conferencing

  50. Presented by Karen Gregory Deputy Director Oregon Department of RevenuePhone: 503-945-8288Fax: 503-945-8290E-mail: karen.s.gregory@state.or.us

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