What's New
TODAY: BPHC All-Hands
Join Jim, Tonya, and Onyeka for a recap of NACHC CHI, a preview of the BPHC Customer Experience (CX) Summit, and more! Check out Tonya’s CHI slide deck.
2:00-3:15 p.m. ET
Join the session
Join by phone: 833-568-8864
Webinar ID: 160 544 6757
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New dashboard for monitoring open tickets
Visit the new BPHC Open Ticket Monitoring 2.0 dashboard! The new dashboard can help you meet the BPHC Customer Service Standards we established and communicated to you and our health centers a few years ago. BPHC will retire the previous dashboard, BPHC Open Salesforce Tickets, this month.
OSBO's CX Division regularly monitors tickets open more than five business days to:
- Ensure they are assigned to the correct case owner, BPHC category, and subcategory.
- Support staff in meeting response goals:
- Respond to customers with an answer or acknowledgement within two business days.
- Provide updates at least every three days.
- Identify tickets that may benefit from a coordinated response or appear unsettled.
Check your "My Open Tickets" list view and other Salesforce queues/list views at least once a day — or ideally multiple times. You can sort by "Status" to see tickets that are open, assigned, in-progress, or that have a new response.
Additional resources to help you provide an exceptional CX every time:
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New Uniform Data System data interpretation guides
Need talking points about Health Center Program data trends? New Uniform Data System (UDS) data interpretation guides are available on the UDS Data Resources SharePoint page. They can help you communicate descriptive statistics and trends for high-priority topics including behavioral health, cancer screening, and maternal health, as well as two new additions this year: HIV and pharmacy services.
Each guide provides:
- Talking points
- “Do and Don’ts” about how to use the data
- An abbreviated list of relevant UDS data elements
- Appendices of commonly requested data
These guides are for BPHC staff only — please do not share the documents with anyone outside of BPHC.
Submit questions about the UDS data interpretations guides through the BPHC Contact Form (Uniform Data System (UDS) > UDS Data Request > UDS Data Interpretation/Validation).
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UDS data refresh coming next week
The Program Oversight Module in the Electronic Handbooks (EHBs) will undergo its annual refresh to show the latest (2023) UDS data on Friday, September 6.
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Final FEVS response rates are in!
Thank you to everyone who participated in the 2024 Federal Employee Viewpoint Survey (FEVS). HRSA has released final adjusted response rates for all bureaus and offices. BPHC achieved a 76.1% response rate (HRSA had 80.2% overall).
Stay tuned for 2024 FEVS results in the coming months! In the meantime, you can access data tools and action plans on our BPHC FEVS SharePoint site. Your feedback is crucial for identifying areas of improvement and creating action plans to enhance our workplace.
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DUE MONDAY: Take the 2024 HRSA IT Survey
The Office of Information Technology (OIT) strives to improve your overall information technology (IT) experience and issues a HRSA IT Survey every two years to collect your feedback. Take the survey by Monday, September 9.
The anonymous survey should take no more than 12 minutes to complete, and the results will be used to develop an IT plan for 2024-2025.
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BPHC staff tour Neighborhood Health
On August 22, a group of 15 BPHC employees visited Neighborhood Health in Alexandria, Virginia.
Neighborhood Health started in 1994 as a small clinic in an apartment located in the Arlandria neighborhood of Alexandria. Initially, they focused on providing preventive and routine care for underserved and immigrant women and children. In 2004, they became a HRSA-funded health center and broadened their services. Today, they provide an array of different services and serve more than 40,000 patients across Northern Virginia.
Fifteen BPHC staff joined Neighborhood Health’s Rhiza Estoesta,
Medical Office Manager (far left), Cynthia Sturdevant,
Chief Operating Officer (center in white), and Allison Moala,
Dental Director (second from right in red).
We spoke with one of the tour participants, Donna Schultz, a Management Analyst in DWM, about her experience.
How was your overall Health Center Tour experience?
I had a wonderful experience. It was inspiring to learn about the history of the health center, how much it has grown, and the positive impact it has on the community.
What were some of the highlights from the tour?
I gained a deeper understanding of the challenges Neighborhood Health experiences in delivering care and the creative solutions they have implemented to alleviate these challenges. For example, staff discussed patients’ barriers to access dental care since it is generally not covered by health insurance. In response, the health center partners with a network of providers who offer low-cost or free services. Although demand still outpaces supply, Neighborhood Health remains dedicated to expanding access to dental care within their community.
How does your work at BPHC connect to the day-to-day work of the health center?
I support employee satisfaction and engagement initiatives in DWM. Although I do not directly interact with health centers in my role, the work I do to promote employee satisfaction action plans supports a positive work environment at the bureau, allowing BPHC staff to deliver quality customer service to our awardees.
Do you have any thoughts you would like to share with future Health Center Tour participants?
I highly encourage others to take part in the Health Center Tour Program! It was inspiring to witness firsthand how our funding helps health centers make a difference in advancing health outcomes in their communities.
During National Health Center Week, HRSA Administrator Carole Johnson and Jim visited Neighborhood Health to announce new funding for cancer screening as part of the Biden-Harris Cancer Moonshot mission (see the HRSA Weekly article).
Missed the last wrap-up article about the BPHC Health Center Program tour? Read about Baltimore Medical System in the June 13 Insider. If you are interested in participating in a tour, let your supervisor know.
Vacation and back to school photo wrap-up
Visit our 2024 summer vacation photo album and 2024 back-to-school photo album to see your colleague’s summertime adventures and smiling faces. Thank you to everyone who submitted! You can still upload photos — make sure to include your name in the filename.
Summer vacation photos
Submitted by: (top) Travis Brookes, Denise Levis, Gayle Tuckett; (middle) Matt Kozar, Kayla Murphy, Cy Governs; (bottom) Katie Ballengee, Margie Morales, Kate Mitchell, David Danoff, Christina Lachance
Back-to-school photos
Submitted by: (top) Michelle Bright, Jenny Song, Andrea Wells, Mylandar Davis-Ardila, Wendy Whitaker; (middle) Kendra Williams, David Danoff, Denise Levis, Katie Ballengee; (bottom) Julie Wright (2), Christina Lachance (2)
HRSA & HHS Happenings
NEXT THURSDAY: Recovery Month — Behavioral Health Townhall
HRSA’s Office of Special Health Initiatives is hosting the third quarterly HRSA Behavioral Health Townhall this year. In honor of Recovery Month, a panel of leaders in the field with lived experience will discuss their work to help people and their families achieve long-term recovery, reduce stigma in accessing care, and improve health outcomes. See the flyer for more information on this hybrid event.
Thursday, September 12
2:00-3:00 p.m. ET
5600 Fishers Lane, room 5E49, or virtually
Registration page
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Prepare for political season with Hatch Act training
The Hatch Act places some limits on the ways federal employees may engage in political activities. To help you navigate this political season, the Office of General Counsel Ethics Division is offering training on “Political Activities and the Hatch Act.” It will cover Hatch Act basics, limitations that apply to all federal employees, additional limitations that apply to further restricted employees (career Senior Executive Service, administrative judges, and Commissioned Corps officers), and the specifics of how the Hatch Act applies to social media activities.
Training sessions will be held live via WebEx:
- Tuesday, September 10, 3:00-4:00 p.m. ET
- Wednesday, September 25, 2:00-3:00 p.m. ET
- Tuesday, October 8, noon-1:00 p.m. ET
- Wednesday, October 23, 11:00 a.m.-noon ET
To attend a session, complete the Hatch Act training registration form. Registration closes at the end of the day two days before the training. You will receive the training materials and WebEx connection information the day before your scheduled training date.
In addition, review HHS’s voting administrative leave policy (PDF) and Hatch Act Political Restrictions for Federal Employees.
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