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September 8, 2022
What's New
Finalized Customer Service Standards
BPHC’s Customer Service Standards are finalized! You can view a PDF of them on BPHC’s Information and Resource (BIR) website. You’ll notice the PDF has the same graphic as appears with this article. We’ll use this graphic for all our customer experience (CX) work.
We’re working to get the standards onto BPHC’s website to support Tonya’s related announcement at the September 14 Today with Macrae webcast. Please do not share the PDF with health centers or others outside of BPHC. Once the standards are on our website, we’ll let you know so you can share that webpage.
Don’t forget: Tomorrow is the deadline for feedback on BPHC’s draft CX Program Guidelines. Thank you to everyone who’s already shared their thoughts! If you haven’t, complete the survey now.
As a reminder:
- 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.
If you need more information, watch the recording of the 8/16 All-Hands.
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BPHC at NACHC CHI
BPHC leaders and staff attended the National Association of Community Health Centers (NACHC) Community Health Institute (CHI) & EXPO conference in Chicago last week (see photos below).
This week’s Digest included a recap of Jim’s remarks. You’ll hear more of what was shared at next week’s Today with Macrae webcast. Take a minute to watch NACHC’s “Thank you, HRSA!” video, which was part of their introduction to the federal update portion of the conference.
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Updated COVID-19 Guidance
Last month, CDC streamlined its existing COVID-19 guidance to make it easier to understand COVID-19 risks, prevention steps, post-exposure precautions, and what actions to take when individuals are sick with or test positive for the virus. Subsequently, the Safer Federal Workforce Task Force issued initial implementation guidance. With this change in guidance, HHS updated its workplace safety protocols. HRSA communicated these updates in a broadcast message to all staff last Thursday. The following are no longer required:
- Quarantining after COVID-19 exposure.
- Physical/social distancing of at least 6 feet.
- Screening testing and attestation.
- Limits on government-wide official travel for federal employees.
For the latest updates, see HRSA and COVID-19: A Safer Federal Workplace.
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NEXT WEEK: Today with Macrae
Join Tonya Bowers and guests from CMS and two Primary Care Associations, plus hear about COVID-19 vaccines, and more.
Wednesday, September 14
3:00-4:00 p.m. ET
Join the day of the session
If you prefer, join by phone: 833-568-8864
Webinar ID: 161 521 7560
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Fostering Workplace Wellness Through the COVID-19 Pandemic and Beyond
Encourage your health centers to attend this webinar sponsored by OHCIO’s COVID-19 Task Force. It will focus on practical strategies for health centers to address burnout and promote employee wellness and resilience. Speakers include the director of the Mental Health Technology Transfer Center and a panel of health center staff from across the country.
BPHC staff are welcome to listen in. When registering, enter “N/A” for health center name and “Maryland” for the state.
Wednesday, September 14
1:00-2:30 p.m. ET
Registration page
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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 or email your picture to the Insider mailbox.
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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Remembering Our 9/11 Fallen Heroes
This Sunday, September 11, marks the 21st anniversary of the terrorist attacks on our nation. Take a moment to pause and remember those who died that day. Check your local news for observance events in your area or see the visitor information below for the three memorial sites:
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Flight 93 National Memorial
September 11: Observance begins at 9:45 a.m. ET; free and open to the public.
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9/11 Pentagon Memorial
Closed to the public starting at 4:00 p.m. ET on Friday, September 9; reopens at 1:00 p.m. ET on September 11.
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National September 11 Memorial & Museum
September 11: The memorial will be closed to the public until 3:00 p.m. ET. The museum will remain closed to the public all day so that 9/11 families may visit privately.
“If we learn nothing else from this tragedy, we learn that life is short and there is no time for hate.” —Sandy Dahl, wife of Flight 93 pilot Jason Dahl
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De-Stress this September
Too much stress can affect your quality of life and your health. Here are simple things you can do to help relieve stress:
- Take slow, deep breaths.
- Soak in a warm bath.
- Listen to soothing music.
- Take a walk or do some other activity.
- Meditate or pray.
- Take a yoga class.
- Have a massage or back rub.
- Have a warm drink that doesn't have alcohol or caffeine.
You can also participate in FedStrive’s online guided meditation on Fridays to relax, de-stress, and unwind. And join your colleagues every Tuesday for 20 minutes of relaxing desk stretches. Sign up once to be registered for all sessions through Friday, September 30:
Every Friday
Noon-12:30 p.m. ET
Guided Meditation registration page
Every Tuesday
2:00-2:20 p.m. ET
Desk Stretches registration page
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Staffing Updates
New Hire:
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Jessica Weber, Public Health Analyst, OQI, effective Sunday, September 11.
Departures:
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Edith Lopez Estrada, Management Analyst, OQI, resigning, effective Sunday, September 11.
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Constance Faniel, Public Health Analyst, OQI, transferring to CMS, effective Sunday, September 11.
Getting to Know: Claire McCormack
Meet Claire McCormack, Management Analyst, Data Unit, OSBO
I’m happiest when: I’m spending time with my dog, Scout!
What is your dream vacation: The Olympics! I would love to travel and attend both a Winter and Summer Olympic Games — definitely on my bucket list. Maybe Paris 2024 and Milan 2026?
What character (in a book, novel, TV show, or movie) would you like to be: Lorelai Gilmore from “Gilmore Girls!” Running a historic inn in New England, living in a picturesque small town with lots of quirky friends, and eating diner food every day sounds like a dream.
Favorite sport or sports team: Hockey! Let’s go Caps.
What has been your most rewarding or impactful experience in the federal government: Training 4,000+ employees at the FDA to onboard into a new resource-capacity tool that was an agency-wide initiative.
Learn more about Claire, and email BPHC Insider to submit your name for a future Getting to Know.
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