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August 18, 2022
What's New
Share Your Thoughts: Our Guide to Achieving the Standards
At Tuesday’s All-Hands, Jennifer Clavel shared updates about BPHC’s Customer Service Standards and the Customer Experience (CX) Program Guidelines that we’ll use to achieve them. (If you missed it, see the slides. We’ll post the recording in the webcast archives soon.)
- The Customer Service Standards are an external tool to communicate our commitment to our customers. They help customers understand what to expect when they engage with ANYONE at BPHC.
- The CX Program Guidelines are an internal tool that will inform CX work. They establish a common understanding of what is required from each of us for great customer service and for our CX program to succeed. In other words, they help us understand what we can expect from one another.
We’ve updated the Customer Service Standards based on your feedback, which Jennifer summarized during the All-Hands. See the revised standards.
The standards are not yet ready for you to share outside of BPHC. We’re collecting some external feedback that will help us finalize them. We’ll keep you updated on our progress.
ACTION NEEDED: Just as they did with the standards, the CX Task Force invites you to review the draft CX Program Guidelines. Then, share your thoughts in a brief, anonymous survey.
As you review the draft guidelines, keep in mind: Some pieces describe things we’re already doing well. The guidelines document our commitment to continue doing them. Some pieces describe things we aspire to do. They reflect where we need to go.
Thank you in advance for helping BPHC continue improving its level of customer service!
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Congrats Grads!
Congratulations to the 10 BPHC graduates of the Excellence in Government Fellows Program, a leadership development opportunity for federal employees at the GS-14 to GS-15 levels. The following employees recently completed the 10-month program:
- Jeremy Bent, OSBO
- Disha Bhattacharya, OHCPM
- Carolyn Bull, OPPD
- Amelia Khalil, OQI
- Xuan Le, OQI
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- Kim Lowery, DWM
- Margie Morales, OHCIO
- Shirl Taylor-Wilson, OHCIO
- Judy Van Alstyne, OQI
- Hector Velez, OAA
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Top left, clockwise from left: Amelia Khalil, Jeremy Bent, Disha Bhattacharya
Top right: Hector Velez and Xuan Le at in-person graduation ceremony
Bottom row, left to right: Kim Lowery, Margie Morales, Carolyn Bull, Shirl Taylor-Wilson, Judy Van Alstyne
HRSA’s Employee Resource Groups
HRSA’s Employee Resource Groups (ERGs) are voluntary, employee‐led groups that serve as a resource for ERG members and for HRSA as an agency by fostering a diverse, inclusive workplace aligned with organizational mission, values, goals, business practices, and objectives. Consider joining one of HRSA’s ERGs to enhance your workplace experience through leadership development and increased employee engagement. Take some time today to check out the HRSA ERGs available for you to join!
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August is Back to School Month
As summer ends and the new school year begins, here are some helpful tips for a smooth transition:
- Practice your morning routine several days in advance, particularly with younger children.
- Review how to stay safe, such as refraining from texting while walking, biking, or driving, and using crosswalks.
- Schedule an annual physical and make sure your children are up-to-date on vaccines. Review the CDC’s Child and Adolescent Immunization Schedule and download the COVID-19 Q&A with Dr. Michael Warren, Associate Administrator of HRSA’s Maternal and Child Health Bureau.
- Plan some healthy lunchbox meals or review the cafeteria menu together with your child.
- Be aware of signs of depression and anxiety. See the National Institute of Mental Health’s fact sheets on teen depression and children and mental health.
Visit the CDC’s Beyond School Supplies: Back to School Reminders & Readiness webpage for checklists, tips, a backpack emergency card, and other resources.
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Back-to-School Photos
Summer is almost over and the kids are heading back to school! Upload a first day of school picture to our Back-to-School Photo album.
Please include your name in the title of the file. We may share your photo in the Insider or during an All-Hands webcast.
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Do I Need to Wear a Mask in 5600 Fishers Lane or in Other HHS Buildings?
Masks continue to be required in the 5600 Fishers Lane building, because it is located in a county with a HIGH COVID-19 Community Level. This is subject to change if the COVID-19 Community Level in Montgomery County changes.
HRSA sends emails every Friday with information on the current Community Level for all HRSA facilities. If you are going to a site that is not your primary duty station, please check the Community Level for the facility you are visiting.
A few months ago, HHS announced that workplace safety protocols will align with CDC guidance based on the COVID-19 Community Level. Employees are expected to comply with CDC and Safer Federal Workforce Task Force guidance.
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Take the HHS Workforce Demographic Survey Today!
Be represented, be included, and be counted, because who you are matters! The HHS Workforce Demographic Survey for HHS federal full-time equivalent employees (FTEs) and Public Health Service (PHS) Commissioned Corps officers is open. Please take 5-10 minutes to complete the survey. For more information, see the announcement on the HHS intranet.
Having trouble accessing the survey? Contact Workforce Demographic Survey.
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OSBO/Communications is launching an expansion of last year’s Getting to Know BPHC Offices promotional effort down to the functional area level (formerly known as divisions). This new column will give staff across BPHC the opportunity to learn more about how functional areas work together to support the BPHC mission. Our first Getting to Know features Strategic Initiatives.
Strategic Initiatives is part of OPPD. We spoke with them to get a better understanding of their work.
What are some key ways that your work supports OPPD and BPHC as a whole?
We fill a unique niche – because of our expertise and institutional knowledge – by acting as a critical support in BPHC’s response to ad hoc budget and data requests from internal and external stakeholders. We are responsible for the accountability of BPHC investments across the lifespan.
What do you want staff to know about your work?
We are looking at how to use data to understand what drives the health disparities that exist between populations and across different clinical quality measures.
What job is similar to the role you play in BPHC?
A movie producer! We assist in developing the vision and direction of the movie, while being mindful of the budget and infrastructure needed to ensure it gets created on time and within budget.
If you had a slogan, what would it be?
Guided by data, we aim to seek out new strategies and initiatives so that the Health Center Program can boldly go where it has never gone before!
Read the complete Strategic Initiatives Getting to Know and email BPHC Insider to request an interview of your leadership to feature your functional area in a future Getting to Know column.
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