Just about now, as fall tiptoes ever closer, benefits administrators everywhere are dreaming not of crisp new back-to-school outfits or a bountiful harvest, but of benefits open enrollment. Those dreams are not likely to be the happiest during the best of circumstances, but with regulatory changes big and small brought on by the Affordable Care Act (aka, Obamacare), they’ve probably turned into nightmares for some this year. (Don’t get me wrong. I’ve got nothing against Obamacare. I just know it’s giving headaches to a lot of benefits administrators and their communications departments.)
How much your company’s benefits plans and policies will change depends on all kinds of factors, from how big your organization is to what you’ve offered in the past. And it’s likely you’re still scrambling to figure out what many of the changes are going to be, as well as what you need to communicate and when. In fact, if you’re still depending on old-fashioned print for open enrollment materials, this may be the year to explore some more easily-updated electronic formats.
But whether you are communicating via quill pen or Yammer, the cardinal rules of good communication still apply:
Put yourself on the employees’ side of the desk. Chances are, employees will most care about:
- Cost: Will health benefits cost more (or less) than what I’m now paying, and by how much? Remember that cost usually comes down to numerous factors that not all employees will be considering, so it’s up to you to fill in those gaps. If they choose the new lower-premium plan, how much higher will their deductible be? If they opt for the more expensive plan, will they still be saving as much on co-payments as they did last year? Ideally, give them some concrete examples to illustrate your points.
- Coverage: Are there any important differences in service coverage among the different plans I can choose from? Are there any changes from last year? While coverage questions may be a little more straightforward than questions of cost, you still want to be sure to direct employees’ attention to things they might not have considered. Have there been any major changes to the prescription drug formulary? To the networks? Are referrals needed in order to see a specialist?
Remember a key rule of the late, great crime-writer Elmore Leonard and “leave out the parts that people skip.” The things your employees will likely not care to know about include arcane bits of legal mumbo-jumbo. Sure, some of that stuff has to be included in your communications. But, as much as possible, try to get it out of your central text and into fine print or, better yet, links.
Be clear. You, yourself, may eat, sleep and—as I mentioned earlier—even dream in benefits jargon, but many employees wouldn’t know a PPO from an IPO from HBO. Stick to the simplest possible terminology and define it every step of the way. (Remember, this has nothing to do with education or intelligence. Most people not steeped in the benefits world really don’t know how coinsurance differs from co-pay.)
Be detailed. The details you don’t want are those the lawyers want you to include. (Ok, yes, you may have to include some of them anyway.) But the details you do want are the what, how, when and where of benefits enrollment. What do employees need to do, how and when do they need to do it and where can they get more information?
Be available. The best benefits communications, provided in the best possible formats, can’t cover every employee’s situation or answer every question. Set up a hotline or a dedicated email box. Invite employees to text you. Do it however you want, but make a live human being available—ideally not only to employees, but to their family members.
Be honest. If the options aren’t quite as comprehensive as last year or costs have increased (or both), say so up front. With luck, you’ll also be able to communicate that costs are going up everywhere, that your organization is still delivering a tremendous amount of value, and that you’ll continue to look for ways to bring coverage up and costs down. If your company has made a habit of honesty in its communications, your employees may even believe you.
Need some help with your benefits communications? Drop me a line: firstname.lastname@example.org or give me a call: 718-628-4753.
I’ve been trying to figure out how the Affordable Care Act is affecting benefits communicators this year. If you have any thoughts to share, please, please contact me and let’s set up a time to talk—on or off-the-record, it’s up to you!