‘OneCall’ system to revamp Benefit Plans info, services

The way Energy Systems and ORNL employees access benefits information and services is about to undergo a significant upgrade. Retirees are also included in the upgrade. In March 1999, Benefit Plans will roll out a “full-service employee/retiree service center” based on touch-tone telephone response system technology.

The system, called “OneCall,” picks up on improvements made in responding to customer issues when the help line was implemented last year, says Benefit Plans Delivery Manager Jill Freeman.

“The help line paved the way to faster response to employee issues by providing a staff of customer service representatives to answer the majority of employee questions—backed by a case management system that utilizes subject-matter experts when questions cannot be answered quickly.”

According to Freeman, OneCall will offer a number of further improvements to Benefit Plans services, including

• 24-hour, seven-days-a-week access to benefits information using a touch-tone telephone;
• One number to call for access to benefits carriers;
• Increased availability of customer service representatives;
• Processing and coordination of benefits enrollments, forms requests and changes in personal information; and
• Improvements in the consistency and accuracy of benefits and human resource information through on-line access of information.

Employees and retirees will begin receiving information on OneCall and how it works in the next few months. These materials will describe “OneCall” services and resources, address how and when to access “OneCall” and outline how to obtain benefits information using the touch-tone telephone system.

Questions about “OneCall” services may be directed to the Benefit Plans help line at 574-1500.

FMLA eligibility requirements change January 1 Effective January 1, 1999, a rolling 12-month period will be used for reestablishing FMLA eligibility. The Code of Federal Regulations (CFR 825.200) states that a 60-day notice be provided when the current eligibility requirements are changed. The current process for reestablishing eligibility uses both the rolling 12-month period and the fixed 12-month period. Jill Freeman, manager of Benefit Plans Delivery, said that Benefit Plans has determined the rolling 12 months to be a more accurate measuring tool for determining FMLA eligibility, and the regulations do not require an employer to utilize both methods. Utilizing the rolling 12-month eligibility standard will require an employee to have worked 1250 hours in the preceding 12-month period before each incident of FMLA leave and the employee to have one year of company service credit. The following are examples of how the employee establishes FMLA eligibility by using the rolling 12-month process: Employee is absent January 11–15, 1999. The 1,250 hours must be worked between January 11, 1998, and January 10, 1999, for the employee to be eligible for FMLA consideration (based on physician documentation and support). Employee is absent June 7–11, 1999. The 1,250 hours must be worked between June 7, 1998, and June 6, 1999, for the employee to be eligible for FMLA consideration (based on physician documentation and support). Employee is absent December 13–17, 1999. The 1,250 hours must be worked between December 13, 1998, and December 12, 1999, for the employee to be eligible for FMLA consideration (based on physician documentation and support). Further information regarding FMLA is Web accessible—FMLA Guidelines under the Benefits Homepage or the FMLA Procedure (LR-255) under the Command Media. Should you have questions regarding FMLA eligibility, please send e-mail to Vicki Wilson, FMLA coordinator and short-term disability leave supervisor (vzw@ornl.gov), or call the Human Resource help line, 574-1500.