CX Summit: Two months and counting!

We’re two months away from our Customer Experience (CX) Summit. It’s a good time to take stock on where we’re headed and why.

Earlier this year, Jim shared our Strategic Priorities, and CX is the first on the list: 

• Exceptional Experience Every Time: Improve customer experience and engagement.​

Why do we need to prioritize CX? Maybe you hear from health centers, colleagues, or your supervisor that you’re doing great work. CX is about more than each of us, individually, doing our best. It’s about doing more of our best and doing that together. This will ensure that customers have consistent experiences with BPHC and that we’re being efficient.

This strategic priority is fueled by several asks.

• In 2023, health centers again broke a record for the number of patients served (31M+). We expect that number will continue to grow and we need to ensure that they have what they need from us as it does.
• We need to poise our bureau to grow in a sustainable, proactive way.
• The Biden-Harris Administration asked all of government to invest time, resources, and energy into improving customer service. Read the executive order.
• We’re responding to feedback from health centers AND FROM YOU!

The CX Summit is the first step in our CX transformation — a multiyear effort. Your expertise will drive the brainstorming and problem-solving we do at the summit. The ideas you generate will inform a plan, which we will implement.

The CX Summit is also about us connecting with one another, in person, for the first time ever (for new staff) or in years (for more tenured staff).

You can expect to hear more about the summit over the next couple months and CX in general as we continue to integrate it into our everyday work. We’ll continue to give you information and tools to help you keep informed and prepare for the October summit! 

Updated multi-pagers available

In advance of the National Association of Community Health Centers (NACHC) Community Health Institute (CHI) and EXPO, we’ve updated the multi-pagers!

The set of 25 documents includes two new entries:

• Emergency Preparedness, Response, and Recovery (PDF)
• Look-Alikes (PDF)

The internal multi-pagers provide useful summaries and updates on many important topics related to the Health Center Program.

You can access the updated documents on the BPHC Information and Resources (BIR) SharePoint site. You can also download the complete set in a ZIP file.

FYI: COVID-19 Survey sunset notice to health centers

Last month, we announced that the Health Center COVID-19 Survey will conclude. We will send a bulletin next week to remind health centers that they no longer need to collect data for the survey beginning Sunday, September 1.

As a reminder, the final survey ask will go out on Friday, September 6, to collect August data. Reporting remains a requirement for health centers who use Bridge funding. If health centers have questions, look at the August 1 bulletin for answers or direct them to the Contact Form (COVID-19 > COVID-19 Surveys).

Spread the word on these health center resources!

In Tuesday’s Digest, we shared resources that compile insights from health centers that received Quality Improvement Fund (QIF) Optimizing Virtual Care (OVC) funding. You may recall that one of the goals of the QIF is to share the awardee experiences and insights to benefit all health centers. You have an important role in doing this! How can you help?

• Familiarize yourself with the resources so that you can reference them in your work:
  • QIF Optimizing Virtual Care Toolkit: Insights & Tools from 29 Health Centers (PDF). This toolkit compiles OVC awardees’ lessons learned and promising practices. Its user-friendly format allows you to easily access the information you need most.
  • Access the recording and presentations from our June QIF Primary Care Innovation Forum on BPHC’s QIF Innovation and Quality Improvement webpage.
• Encourage health centers and others in the health center network to check out these resources.

Next BPHC Data Community of Practice meeting — BPHC data resources

The BPHC Data Community of Practice (CoP) meets every month to explore various aspects of data and understand how we use them. This month's meeting will explore BPHC data resources.

Tuesday, August 27
Noon-1:00 p.m. ET
Join the session

The BPHC Data Community of Practice brings together data users from all levels — from novice to expert —across the bureau. Contact bphcdatacop@hrsa.gov if you would like to receive a recurring calendar invitation to the monthly meetings. 

Use the new operating standards for customer inquiries

Last week, OSBO’s CX Division announced in a staff bulletin the bureau's new Salesforce Operating Standards for Managing BPHC Customer Inquiries (PDF). We encourage you to begin incorporating these standards into your work.

Here are some examples:

• Create a ticket for inquiries received via email or phone.
• Use BPHC BOOK to reroute a ticket assigned to you or your team in error. Do not direct the customer to submit a duplicate ticket with different selections on the BPHC Contact Form.
• Check your Salesforce queues/list views once per day at a minimum, ideally multiple times throughout the day, including your "My Open Tickets" list view.

OSBO will host a training this fall on how to apply the standards. Stay tuned for the calendar invite. If you have questions before the training, contact the CX Division via the BPHC Contact Form (General/Other > Customer Experience Support) starting tomorrow morning.

Visit the Customer Experience BIR page for additional resources to help you provide an exceptional customer experience every time.

Newsletter deadline change next week

We’ve adjusted the newsletter deadline ahead of Labor Day (Monday, September 2), shifting it to COB on Thursday, August 29. We’ll hold late submissions for subsequent issues.

Questions? Email the Digest or Insider mailbox.

Reminder: Submit back-to-school photos

Don’t forget to upload a first day of school picture to our 2024 back-to-school photo album. Include your name in the title of the file. We may share your photo in the Insider or at a BPHC All-Hands.

NOTE: We are also still accepting photos in the 2024 summer vacation photo album.

Getting to know Sasha Johnson

Editor’s note: Interested in participating in a “Getting to know” column for the first or second time? Take a look at the questions to see what’s involved and check out our Getting to Know BPHC Staff page.

Meet Sasha Johnson, Public Health Analyst, Expansion, OPPD:

Where did you grow up and what do you like best about your hometown?
I grew up in San Jose, California. I loved exploring the different beaches and forests throughout Northern California.

I’m happiest when:
I’m with my family – and especially with our dog, Pepper.

Which game show would you most like to appear on?
I would love to be on “The Amazing Race” if it’s still running!

What has been your most rewarding or impactful experience in the federal government?
Before joining HRSA, I was an Emergency Management Specialist at the HHS Administration for Strategic Preparedness and Response. I monitored, reported, and tracked potential and emerging public health emergencies occurring in the U.S. and around the world. This included COVID-19, other infectious disease outbreaks, natural disasters (worked many nights covering Hurricane Ian), and threats to mass public safety. This was my first real full-time job after graduating with my MPH and my first experience working for the federal government. I learned so much and was fortunate to be surrounded by people dedicated to supporting the HHS mission.

Learn more about Sasha. Email BPHC Insider to submit your name for a future Getting to Know.

TUESDAY: HHS learning session on reducing plastic pollution

The Go Green Get Healthy HHS program challenges us to focus on small changes each of us can make to reduce plastic waste now and all year! Join them for a learning session with Erin Simon, Vice President of Plastic Waste and Business at the World Wildlife Fund. Hear about actions being taken by the Biden-Harris Administration, including recently announced White House commitments to reducing plastic pollution within the federal government and the global plastics treaty process.

Reducing Plastic Pollution and Improving Human Health
Tuesday, August 27
Noon-1:00 p.m. ET
Join the day of the session

WEDNESDAY: Second session of HRSA's Abriendo Puertas learning series

You are invited to the second session in the Abriendo Puertas learning series to learn about the National Standards for Culturally and Linguistically Appropriate Services in Health and Health Care (PDF) and how HRSA incorporates them into its mission.

Federal Health Equity and Cultural Competency Resources
Wednesday, August 28
2:00-3:00 p.m. ET
Registration page

Feds donate more than 6 million pounds of food 

Federal employees have recorded more than 6 million pounds of donated food so far in the 2024 Feds Feed Families campaign. Check out the recording and results dashboard!

The 2024 Feds Feed Families Summer Food Donation Drive runs through Monday, September 30. Join the nationwide effort to donate food, services, and time to help feed families in need. Read about 5 ways to participate and visit the FAQ.

The campaign is on its way to surpassing last year’s total of 10 million pounds of food and in-kind donations to food systems nationwide. HHS is currently in second place with over 241,000 pounds of food donated, including nearly 4,000 pounds from HRSA employees! If you participate, remember to record your donation and credit HRSA.

Stay tuned for details about next week’s social media Feds Feed Families Cutest Pet Contest! Donate food then enter your pet to win Cutest Dog, Cutest Cat, or Cutest Unique Pet. Join the conversation on social media by using hashtag #FedsFeedFamilies and following @fedsfeedfamilies (Facebook and Instagram) and @TKOHunger (X).

Upcoming wellness webinars

WorkLife4You is a 24/7 personalized assistance program that provides guidance on health and wellness. To access resources, log in to WorkLife4You with username hrsa and password hrsa. You may also call 800-222-0364; TTY: 888-262-7848. See upcoming webinars featured below.

For additional resources, see HRSA’s WorkLife Programs page.

TODAY: Your Healthy Lifestyle — Get Smart about Brain Health

Maintaining good brain health and memory fitness can make a big difference as we try to remember names and faces, recall important information, or retain facts. Attend this session to learn how to maintain a healthy brain and boost brain power.

1:00-2:00 p.m. ET
Registration page

Effective Communication

Join this seminar to examine the power of verbal and non-verbal communication, discuss the tools of active listening and assertive communication, and learn strategies for handling sensitive or contentious interactions.

Tuesday, August 27
Noon-1:00 p.m. ET
Registration page

Child Care & Parenting: Children and Stress

Explore the causes and signs of stress in children. Practice techniques that will help children on an everyday basis.

Wednesday, August 28
1:00-2:00 p.m. ET
Registration page

A round-up of previously announced items

• Visit the new Health Center Program history webpage and view a related promotional video.
• See last week’s Insider for the Plain Language Pop-up Shop feature on active voice.
• When booking your hoteling workspace, keep in mind the BPHC workspace boundaries on the 16 North map (PDF) and 17 North map (PDF).
• See the list of FY 2024 year-end closing deadlines (PDF), which must be completed in August and September.
• Sign up for CDC’s inaugural Disability Summit on Thursday, September 26, from 9:00 a.m.-12:30 p.m. ET.
• Don’t forget to purchase tickets for HHS’s annual Night at the Ballpark at Nationals Park on Friday, September 27. Watch the Nationals take on the Phillies with a postgame concert by Lady A!
• For group exercise classes offered at the 5600 Fitness Center, see the August virtual group exercise class schedule (PDF). Read the August Fitness Center newsletter (PDF).

TODAY: Mechanisms to support the grant lifecycle

Join OSBO IT Systems for the fourth session in a nine-part series exploring the purpose and functionality of HRSA’s Electronic Handbooks (EHBs) and the BPHC Health Care Management Information System (BHCMIS).

During Session 4, we will examine areas that support the grant lifecycle, such as the Completeness and Eligibility (C&E) Review, Pre-funding Review (PAR), Progressive Actions (PA), Condition Review (CR), and Batch Funding Memo / Financial Assistance Module (FAM).

Session 4: EHBs/BHCMIS Functional Overview — Knowledge Transfer
10:30 a.m.-noon ET
Join the session

The series aims to review BHCMIS’ key functions and features, provide insights into business needs, and foster collaboration. Each session will include an in-depth functional overview, an interactive Q&A session, and practical examples and use cases. We encourage BPHC staff to attend the sessions and actively engage the presenters by asking questions and providing feedback.

If you miss a session, see the recordings and slide shows on the EHBs/BHCMIS Functional Overview SharePoint page.

View the schedule for future sessions.