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FAMLI Procedure Template
The Quality Assurance (QA) team has worked with the leadership team to create a standard Procedure Template that will be used across the division to help ensure consistency. QA staff will work with SMEs across the division to ensure all procedures are written using this template. SMEs and leadership can contact victor.pena@state.co.us to request a procedure document. A formal process to request a procedure will be implemented at a later date. Procedures will soon be housed in a centralized location in a shared Google Drive folder that we will socialize once we have finished procedures in place.
FAMLI Process & Procedure Inventory
The CDLE FAMLI Process & Procedures Inventory lives here in Smartsheet. Anyone can click on the link and request access to view and comment. We have officially mapped these new processes:
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FAMLI Internal Training and/or Procedure Request Form — Do you have a training need or a procedure that needs to be created? A new form has been created and will soon be added to the FAMLI intranet training page. FAMLI managers and supervisors please use this form to submit any training or procedural requests. Once submitted, the assigned training team lead will reach out to the subject matter expert identified on the form within two business days to discuss your specific training or procedural needs and timelines.
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New Question from Customers - a process which ensures questions that are not already in Knowledge Owl are answered and sent to the appropriate area so that the knowledge base can be kept up to date. New questions can be submitted using this form. If you want to know about the process that happens after submitting a question, you can review this detailed swim lane process map.
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Private Plan Attestation - A process that shows the flow of how the Private Plans Unit will ensure that Employers are able to choose the plan they would like and pay for it in one sitting.
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New Defect from Operations - a process which shows how a new defect moves from front line staff through each tier depending on the support needed.
If you have any questions about processes or would like to add a new process, email stephanie.chadwick@state.co.us.
Attention Hiring Managers!
There is a new email for our staffing coordination team. Please email, copy, and forward all hiring correspondence to the famli_personnel_coordinator@state.co.us email during the hiring process. This ensures that the staffing coordinators are able to keep track of all of the Position Descriptions, SARs, Applications, References, Background Checks, Salary Analysis, and Offer Letters, so they are able to assist with moving your hire from start to finish. Please do not send emails to the staffing coordinators individual emails. All communications must flow through this shared email box to keep the workflow process successful.
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Local Governments
In order to accommodate some of the Local Governments, the policy team has extended the voting deadline. Local Governments must opt-out of participation in FAMLI no later than March 31, 2023 to avoid having to pay 2023 premiums. Important points to know for those local governments that waited to opt-out:
- They will not be able to backdate to a previous quarter.
- If they opt-out April 1 or later, they will still need to submit wages and pay premiums for the previous quarter.
Remote Worker Benefit Determination
When determining if a person works in Colorado, the base of operations refers to where the employee is based, not the employer. An example would be: The employer’s base is in Colorado. The employee, a truck driver, starts and ends their week in Oklahoma where they live. The driver travels through many states on his route, and occasionally drives through Colorado. Since the time spent in Colorado is insignificant to the work, the base of operations would be Oklahoma. We’ve created this decision tree graphic to help employers (and our Contact Center team) determine localization of employees:
 Upcoming rulemaking
- Retaliation rules are being drafted and should be posted for public review and comment early this year. These rules will set forth the procedure for responding to complaints of retaliation or interference by an employer when an employee needs leave.
- The Policy Team has been working on a guide to the surprisingly complex question, “what are wages?” It should be ready soon.
- The Legislative Session is in full swing. One FAMLI bill has been introduced (SB23-046) which will allow for average weekly wage calculations to be made based on all earnings, rather than just the earnings from the current job. More bills will likely be introduced this session, so keep watching this space for updates.
Compliance & Appeals
A big thank you to Gabrielle,Tracy P., Lindsey, Julia, Victor, and Deidre for all of their help in creating a new process to answer substantive questions that are asked!
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The Claim Management branch continues to work with Deloitte to design and build the benefits system. These are the current priorities:
- Claimant account creation
- Healthcare Provider registration and portal
- Claim filing/processing
The Claim Management Branch recently selected a vendor to provide absence duration guidelines that will be incorporated into the benefits system. These guidelines will provide an average expected claimant recovery time for medical conditions or illness.
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External Communications Update
The FAMLI website continues to see an increase in users–there was a 7% increase in traffic in the first two weeks of January from the previous two weeks in December. Our paid digital campaign has seen 33.5 million total impressions and more than 70,000 clicks since launch!
We completed our first Facebook Live session with David Gallivan as our Subject Matter Expert! With our first test session under our belts, we’ll be doing these on a regular cadence (at least twice a month) and will begin actively promoting them to our community. These are intended to be short but fun sessions to talk about commonly asked questions.
The Private Plan Handbook is complete! You can find it here.
February Webinar
The FAMLI team will be hosting a live webinar Wednesday, February 22, from noon - 1 p.m. We’ll be changing up the format slightly to take a conversational approach going forward. We want to echo the same caring, accessible feeling that the CCR’s have been providing to our contact center customers. The February webinar will have a SME or two to talk about a few specific topics at the beginning, and the rest of the session will be dedicated to answering live questions.
Virtual and In-Person Town Halls
We’re busy working on a proposed roadshow schedule, and plan to hit the road in the late spring. In the meantime, we’ll be executing other tactics to get the word out about FAMLI, including a new virtual town hall solution that will allow us to reach tens of thousands of people in one session. We’ll be hosting our first virtual town hall later this month! We’ve also started a new blog (articles are housed under the FAMLI Updates section on the homepage of the website). We’ll be posting at least two new articles every month.
Updates to the Intranet
We’ve made some updates to the FAMLI Intranet and more updates are on the way! We look forward to creating a usable, informative space. We are currently working with the FAMLI branch manager to gather additional content.
New FAMLI Email Signatures
Have you seen our new email signatures? You can find them and instructions on how to change your signature on the FAMLI intranet page, under the FAMLI Brand Guide. The Brand Guide also has letterheads, presentations and Google doc templates that we encourage you to use.
Did You Know?
GPPR has a project request form! The best way to let us know about your project needs is to submit a project request form. Please provide a link to your content and one of our available designers or a FAMLI Comms Strategists will reach out to you. As our department, team, and projects are growing, our project request form is increasingly becoming an essential tool for the efficiency of our workflows, so that we can better serve you. The form can also be found on the GPPR intranet page.
Follow us on social! We have accounts on Facebook, Instagram, LinkedIn and Twitter.
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The call center has been busy! As of December 1, the Employer Contact Center (ECC) has answered over 6,800 calls with the Average Handle Time of under 10 minutes.The calls range from basic questions about the FAMLI program to complex matters involving policy issues and technical troubleshooting. We would like to share this kudos from Kathy Gier: She said we have been so kind, and we do great work!
What’s up next? We plan on hiring 21 Customer Care Representatives for the ECC, launch the Intelligent Virtual Assistant (IVA) technology, and the inception of the Claims Call Center (Tri-C) team.
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Registration update
More than 70,000 have businesses registered and roughly 1,200 Local Governments have opted out. Audits to verify documentation have been completed and are ongoing for new opt-outs.
- Roughly 1,370 Local Governments registered and 90% opted-out.
- As of late January:
- 93% of Local Governments who uploaded documents successfully passed the audit.
- 1.5% Failed the audit due to missing information. Emails have been sent notifying them of next steps
- 2% are pending a deeper review
- 1.5% have been identified as not a local government. Emails have been sent to request documentation showing they are a Colorado Local Government.
Update on progress with Private Plans
We are on track to go live Q1 of 2023. Training will be provided to CCRs to address the anticipated incoming questions. Carrier plans are unlikely to be approved when the system is first launched, but employers will have the ability to apply to get their self-insured private plans approved. The following resources for self-insured plans have been added to our website and a private plan handbook will be added in the coming weeks:
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My FAMLI+ Employer (Premiums System)
The 70,000+ registered businesses puts us at about 31.9% to our goal.
There were a number of Hot Fixes made on January 19th:
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Employer-Type change: Introduces a new ScreenFlow to support changing employer type and programmatic updates to other necessary fields as well as flagging the user to re-attest in the portal if necessary. CCR training has been updated to include this functionality which is now available to all CCRs.
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Login.gov: The fix changes how Salesforce connects with Login.gov to authenticate users. It now uniquely identifies a user by their email address instead of a Universal Uniquely Identifier (UUID). This addresses a bug that has impacted some users when logging in via Login.gov.
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Security Remediation: Security fixes will ensure the system remains secure and compliant with CISO. Addressed outstanding medium and low-severity vulnerabilities identified with the MVP release.
Notes about Release 3:
There are a number of updates planned including:
- Private plan application
- Spanish Translation
- Self-serve function for TPA relationships
We will have detailed information to share when we are closer to the upcoming release.
My FAMLI+ (Benefits System)
Overall the Benefits System is progressing well and on track to deliver two releases this year as per the initial plan. In January, the focus has been on story refinement. Backlog management continues and the first Beta test has been released internally to review registration workflows.
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Talat Nusrath | Product & Technical Operations team—Senior Product Owner
Erin Bustamante-Trinidad | Policy Unit—Policy Analyst
Alvino “Dan” Vigil | FAMLI Training Unit—Training Specialist III
Saule Reardon | FAMLI Training Unit—Training Specialist III
Leah Delynko | FAMLI Training Unit—Training Specialist III
We’re growing!
The FAMLI Division is hiring! We are looking for passionate, dedicated people to add to our amazing team. Feel free to share these openings with your network. Here is the list of the current open positions:
FAMLI Contract Manager
Care of Family Member and Pregnancy & Bonding Unit Managers
Quality Assurance Specialist
Overpayment & Recovery Manager
Keep your eyes on this space! We are growing, growing, growing!
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- Arjun Gupte
- Neil Smith
- Kristen Nichols
- Tracy Marshall
- Oscar Morillon
- Jessica Smith
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We held our most recent FAMLI All Hands meeting earlier this month. We hold our All Hands meetings every other month, so if you missed January’s session, you can get caught up here:
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A shout out to Krissy Hall:
“Thank you for doing a phenomenal job collecting and analyzing the myriad and Byzantine definitions of wages from state and federal laws!”
— David Gallivan
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