Mouth Off in Lip Sync Contest

Get ready for an epic lip sync-off! A contest similar to Jimmy Fallon’s wildly popular segment on “The Tonight Show” is coming to the County and now’s the time to enter as a contestant. The sensational showdown will take place at the County’s Hollyweird festivities later this month.

Individuals and groups interested in vying for the Best Performance “Oscare” in the Lip Sync-Off can email jessie.bishop@sdcounty.ca.gov by 4 p.m., Oct. 22. The email should include your name and the song you plan to perform.  Short “audition” videos like CAO Staff Officer Royce Abalos’ rendition of “Old Time Rock n Roll” are encouraged. Costume and song choices for the day of the event must be appropriate for work.

From the submissions, 10 nominees will be selected to wow us their lip sync skills, style and performance.

The tournament will start at 12:15 p.m., Oct. 30 at the COC. Come out to cheer on your favorite contender. Winners will be selected by the audience. Look for the stage on the Commons lawn.

The Lip Sync-Off is just one of the many Halloween activities planned for Oct. 30. See the frighteningly full list of fall fun.

Supervisors Honor Mutual Aid Emergency Workers

The devastation of the Valley Fire in Lake County. Photo by José A. Álvarez.

Fierce wildfires have devastated parts of Northern California and the state of Washington in recent months, and five San Diego County employees deployed to assist with emergency operations in a couple of the hardest hit areas. All recently returned, and they were honored Tuesday with a Board of Supervisors proclamation recognizing their work.

The employees all brought experience from working during emergency incidents in San Diego County and provided help through what’s known as mutual aid: we assist other areas when they are overwhelmed with a disaster, and in turn can ask for help when we need it.

While firefighters often provide mutual aid assistance on the front lines, these five County employees all assisted in Emergency Operations Centers or fire incident command centers.

Three County employees traveled to Lake County last month to assist with the Valley Fire response: Bennett Cummings from the Office of Emergency Services, Sarah Gordon from the Public Safety Group Executive Office and José A. Álvarez from the Communications Office. The Valley Fire, which burned more than 76,000 acres across Lake, Napa and Sonoma Counties, is considered the third most destructive fire in the state to date this year. The fire destroyed nearly 2,000 structures, including nearly 1,300 homes. By comparison, the 2003 Cedar Fire in San Diego County is considered the second most destructive wildfire -- and remains the largest wildfire -- in state history.

Cummings, a Senior Emergency Services Coordinator, worked in the Lake County Emergency Operations Center (EOC) in Lakeport as a liaison for the Local Assistance Center in the Middletown community. This center offered recovery resources for affected residents. Cummings said his job was primarily to assess and prioritize the Local Assistance Center’s operational requirements to help the community’s needs.

Later, he helped with the move of residents from emergency shelters into temporary housing in the community. Additionally, Cummings helped the EOC outline a transitional recovery plan to continue to provide certain community needs with County departments taking the lead responsibility.

Bennett Cummings from the County Office of Emergency Services works at the Lake County Emergency Operations Center. Photo by José A. Álvarez.

Bennett Cummings from the County Office of Emergency Services works at the Lake County Emergency Operations Center. Photo by José A. Álvarez.He also helped coordinate among several San Diego County departments, state emergency officials and Lake County staff to provide information on a variety of public health and recovery best practices San Diego identified in the aftermath of its major fires.

“This is the largest disaster I have been involved with,” said Cummings. “It was a very good experience. I’m already applying some lessons learned to my work.”

Meanwhile, Gordon, a Public Safety Group Staff Officer, and Álvarez, a Communications Specialist, deployed to the Valley Fire for five days to work in the public information unit in Lakeport. Both used social media, the Lake County’s news and recovery website, and traditional media to get information to affected residents. Their professionalism and leadership skills led to both being asked to stay an extra day to oversee operations of the communications unit. Furthermore, Álvarez was asked to manage the local Joint Information Center over one weekend to allow the local public information officers to rest.

“The 12-hour shifts were a bit long but very rewarding because the information we were sharing with fire survivors was connecting them to resources that helped them restore a bit of order as they began to rebuild their lives,” said Álvarez.

In Washington State, Stephen Rea, the assistant director of the County’s Office of Emergency Services, served three weeks on a San Diego Urban Incident Management Team for the North Star and Tunk Block wildfires, the largest in that state’s history. The San Diego team’s deployment was the first time an All-Hazard Incident Management Team had been ordered through the national ordering system through the U.S. Forest Service. The 15-member team also included fire department members from San Diego Fire-Rescue, Heartland Fire & Rescue, Coronado, and Carlsbad.

Rea said the team worked two assignments. Initially, they reported to the Fairchild Air Force Base in Spokane where they grouped fire vehicles into task forces for structure protection in one of three big fires burning in Washington. Rea worked as a liaison officer in charge of relaying information between his team and the Air Force base.

The next week, the team shifted to respond to the Northstar Fire, a 2.5 hour drive to the town of Nespelem. In this assignment, Rea would drive around the fire’s perimeter every day talking with city Emergency Operations Center directors as well as tribal leaders and community officials who had concerns to share with the fire incident commanders.

“Coming from the emergency operations center side, I can now use what I learned when I’m on the other side of the fence and I have to interact with an emergency management team that has come to San Diego to help with a local disaster,” Rea said. RELATED: County Fire Mapper Brings Expertise to California Firefights

Supervisor Dianne Jacob presents County employees Matt Turner, Sarah Gordon, Stephen Rea, José A. Álvarez, and Bennett Cummings with a proclamation for their mutual aid emergency service to other counties.

San Diego County Fire Authority GIS Information Specialist Matt Turner deployed twice to work on wildfires in Northern California. He assisted with fire mapping for nearly two weeks last month at the Butte Fire in Amador and Calaveras counties. Previously in August, Turned served for two weeks on the Rocky and Jerusalem wildfires, both of which affected Lake, Yolo and Colusa counties. On both assignments, he created critical maps that showed specific situations such as the fire progression, perimeter and fire operations, among others.

Top Open Enrollment Questions (and Answers)

The best way to get something done is to begin. Don’t wait—start your 2016 benefits elections today. Elections can be made from a County computer through Oct. 29.

Answers to some of the most frequently asked questions about Open Enrollment are below. For complete plan information visit the Open Enrollment webpage. For additional questions, call (888) 550-2203.

FAQs:

When will I receive confirmation of receipt for the supporting documents I submitted through eBenefits?

Due to the volume of documents being processed, receipt of your document(s) may not be immediate, but you do not need to wait for it to be processed to continue with your enrollment. When a Benefits Representative processes your document(s) an email notification will be generated and sent to you. It is recommended you keep a copy of this email notification for your records.

How do I update my beneficiary?

Instructions on how to update your beneficiary can be found in the 2016 Open Enrollment eBenefits Instruction Guide, pages 17-20.

Why is my ex-spouse showing as a beneficiary?

eBenefits shows the history of your beneficiaries. Only those you designate as current will be your beneficiaries.

Why do I need to re-elect my waiver status?

You need to elect your waiver status in eBenefits because your election is not currently in eBenefits. Last year, waiver elections were made by submitting a paper form. This year, in addition to making your waiver status election in eBenefits, you will need to complete a waiver form showing proof of insurance. An instructional guide can help you complete the form.

Why can’t I see the total amount of excess Flex Credits in my Health Reimbursement Account (HRA)?    

Allocation of your excess Flex Credits into The Health Reimbursement Account is an automatic process and an option that cannot be elected. Therefore, due to the automatic enrollment you will not see an option for the HRA while making your Open Enrollment elections. The HRAs will be administered by the same vendor that administers our Flexible Spending Accounts. The HRAs have not yet been set up so please do not call and ask about the status of the account. The accounts will be set up by Jan. 1, 2016.

Which vendor will administer the HRA? Can I call them?

The HRAs will be administered by the same vendor that administers our Flexible Spending Accounts. We are currently setting up the HRAs for an effective date of Jan. 1, 2016. Calls to the vendor can be made beginning Dec. 14. 

Why can’t I increase my grandfathered life insurance amount?

The Grandfathered Life insurance level of coverage can’t be changed because the plan was integrated into MetLife, which is offered to all County employees. You have the option to elect out of the Grandfathered plan and enroll in MetLife Group Life Insurance/AD&D plan up to 3 times your salary, subject to a Medical History Statement.

Who is my Benefit Ambassador?

Open Enrollment questions can be directed to an ambassador from your group.

Season of Giving Starts with CECO Campaign

Halloween is less than a month away. Thanksgiving is right around the corner. And the December holidays will be here before you know it. As we head into the hustle and bustle of the season of giving, consider joining your co-workers in giving to the community.

The County Employees' Charitable Organization launched its annual fundraising season Oct. 1 and membership drive Thursday, and it will run through end of November. What makes CECO different from other charitable organizations is that it is run by our very own County employees and 100 percent of money donated benefits local non-profit agencies and employees in crisis.

Donating to CECO makes a big difference to our local community. (Check the infographic below to see where some of the funds go.) Earlier this year, the organization awarded grants to 107 non-profit programs totaling $200,000. And since its founding in 1956, it has distributed more than $5 million throughout the San Diego region. This is quite a feat and something that we, as County employees should be proud of.

Making a big difference has never been so easy. Here are six ways to give:

1. Biweekly Donation via Payroll Deduction: For as little as $2.00 a pay period, County employees can participate in the CECO tradition of giving. Please see CECO pledge instructions.

2. One-Time Donations: To make a one-time donation, contact your CECO Department Representative or a member of the CECO Executive Committee.

3. CECO Auction: Donate an itemand or bid at the annual CECO auction Oct. 15 at the County Operations Center. Auction items include beach cruisers, art and memorabilia. There will also be food and music at the event.

4. Department Fundraisers: Keep your eyes open for upcoming fundraisers, including bake sales, on InSite.

5. Amazon Smile: Select “CECO” when you shop at smile.amazon.com and Amazon will donate a portion of the purchase price to CECO. Learn more.

6. Volunteer Your Time: To help with an upcoming fundraiser event, please contact your CECO Department Representative or a member of the CECO Executive Committee.

Beware! Halloween Is Coming to the County

Winners of the Scariest Costume Contest at the Haunted Plaza at the COC in 2014.

Get ready for an eerie and cheery time. The County is hosting an amazing amount of Halloween happenings from now through Oct. 30.

Masters of Disguise: This year theCostume Contestfor employees is Countywide. Entry into the contest is simple—don your Halloween best at work on Oct. 30 and submit a single photo of yourself in costume to communications@sdcounty.ca.gov by 4 p.m., Oct. 30. Be sure to include your name, title, department and who you are dressed up as. Tips: Submit a photo that shows your entire outfit. Be the only person in the photo—we want to know who you are! And on Monday,Dia de los Muertos, County employees will vote on Insite for the top costume from five finalists.

Yummy Mummies: Frighteningly delicious Halloween Menu Specials will be served at the CAC and COC cafeterias on Oct. 30. Kitchen staff have wiped the cobwebs off of the cauldron and are currently brewing up some mouthwatering recipes to delight and entice. Check the menu boards later this month.

Hollyweird: The County will roll out the red carpet for a Halloween party at the COC Oct. 30. This is not your average Halloween gathering. It is a Hollywood-themed bash with one wickedly weird twist—it’s a Hollyweird Halloween party. It’s where werewolves and vampires brush elbows with icons like Marilyn Monroe, modern day pirates like Johnny Depp, fictional favorites like Hans Solo and classic cartoon characters like Betty Boop. Look for the Hollyweird sign outside the Commons and join the fangtastic festivities scheduled from 11:30 a.m. to 1:30 p.m.

• Stroll down “Hollywood Boulevard” to meet celebrity look-a-likes and snap a scarefie with the celebs.

• Hunt for stars along the “Hollywood Walk of Fame.”

• Attend an open “casting call” for scream queens. Show off your vivacious vocal chords at the Scream-O-Ramacontest.

• Be nominated for the coveted Best Performance Oscare by competing in theLip Sync-Off. A total of 10 nominees will bewitch us with their style, lip sync ability and dramatic performance! The tournament-style event will start at the witching hour (12:15 p.m.). Come out to cheer on your favorite contender. Interested competitors can “audition” by sending a 30-second lip sync video clip to Jessie.bishop@sdcounty.ca.gov by 4 p.m., Oct. 15. The email should include your name or team (if applicable) and the song title you plan to perform. Costume and song choices must be work appropriate. The 10 nominees for the Best Performance Oscare will be announced on InSite prior to the big bash.

• The peculiar contents of several macabreMystery Boxes could be straight off of a Hollywood movie set! Bravely place your hand into the box to guess which one is braiiiiiins, eyeballs, ears, bones and other creepy crawlies.

• Move over Elvis and Shakira! County employees will have a chance to shake their hips to Taylor Swift’s most recent anthem. In Shake It Off, contestants will attempt to remove ping pong balls from a box attached to their waists without the use of their hands. (This sounds way easier than it actually is!)

• Dare to embark on the Trick or Treat Scavenger Hunt. Tasks include devilish challenges and hair-raising dares.

• If you strike out during the Trick or Treat Scavenger Hunt, try your arm in Pumpkin Bowling

Start planning your costume and watch for next week’s tips. Let the games begin!

You’re All Showing a Lot of HEART

Making sure our customers get exceptional service is a year-round, 24/7 business. But this week is officially Customer Service Week across the country.

It also happens to be the one-year anniversary of the County’s launch of its Customer Experience Initiative to push our customer service to the next level. Employees across the organization have embraced the effort in a variety of ways, all driven by using a positive approach to create a positive experience.

To help us learn from each other, here are a just a few samples of things departments have been doing over the last year to spread the message and make people’s experience with the County better.

Spell It Out

Auditor and Controller has created several kinds of recognition for employees using the HEART commitment: serving customers with Helpfulness, Expertise, Attentiveness, Respect and Timeliness. Employees can receive on-the-spot recognition from colleagues in the form of one letter representing the HEART quality they demonstrated. For example, an “E” if they showed expertise in helping a customer. Anyone who puts together an entire HEART in a quarter gets special department-wide recognition.

The department also invites recognition from the public, and even vendors, providing a form that allows them to identify employees for a HEART of Service Award. Auditor and Controller sends a team to visit recipients of either type of award and salute them with some pomp and noisemakers.

You Are Here: Customer Journey Mapping

The term you commonly hear now across the service industry – and the one we’ve adopted at the County for our initiative – is customer experience. It emphasizes the whole series of actions a customer can have and their overall impression.

People who need self-sufficiency services from the County need to go through an eligibility process at one of the Health and Human Service Agency’s Family Resource Centers. The South Regions center recently engaged in what’s called “customer journey mapping.” The staff documented all the different points of customer interaction, from their arrival outside the building to waiting in line to submitting an application to interviews. Then staff found a few willing clients and shadowed them through the whole process, talking to them along the way about their experience at each point and noting what worked and where there were difficulties. They are now reviewing the mapping and identifying areas for improvement.

Click image to view full size.

This particular journey map looked only at the visit to the FRC itself. But it could include everything from personal referrals to website visits to phone calls. Take a look at some sample journey maps from federal government.    

You Could Ask

What do your customers want? The Air Pollution Control District decided the best way to get that answer was to spend a little time asking – in person and in-depth. APCD works regularly with the shipbuilding giant NASSCO on a variety of permitting and inspections. The department invited a company representative to come to a meeting of several dozen employees and explain what she thinks is working well and areas that could use some improvement. APCD is using the feedback to work at streamlining procedures. The department plans to hold similar meetings with other regular customers.   

Check Them Out

The County Library has two awards focusing specifically on employees serving patrons. Excellence in Customer Service recognizes staff at the branch locations who interact directly with the public. The Four Corners Award is for the people behind the scenes, those overseeing programs or working at the central offices. The latter is a special emphasis in the Customer Experience Initiative: making sure we understand everyone in the organization plays a part in delivering customer service, not just those who see customers face to face. Library recognizes the award winners at its quarterly trainings, which are one of the few times members from the far-flung system all gather in one place.

On the Road and Off Hours

It can be tough for a working parent to get to the Department of Child Support Services offices downtown and during regular business hours. So the department is adding flexibility with time and location with DCSS in Your Neighborhood. Case workers have begun offering dates when they set up shop at County Library branches during the evening, when more customers are available. (There’s also the advantage of not dealing with parking downtown.) The department plans to expand the program to additional locations. It’s all part of its effort to be more family-centric in its approach.

HEART with Pizzaz – and Pizza

Child Welfare Services has created customer service boards in all its facilities to highlight employees’ excellent work. The bulletin boards include recognition messages from supervisors or colleagues. They’ve also created employee badge inserts with HEART to keep the qualities a constant presence.

A member of CWS knows one way to HEART is through your stomach. Chef Isa Olloni at Polinsky Children’s Center has baked heart-shaped pizzas as a unique way to help reinforce the message. That will give you a real appetite for customer service!

<3 <3 <3 <3 <3 <3 <3 <3 <3 <3 <3 <3 (hearts – or pizza slices?)

Those are just a few of the things departments are doing to keep customers at the center of their business. We’ll periodically be sharing success stories, and continue to post the Positive Experiences quotes on InSite.  Visit the Customer Experience website for more about the County’s initiative.

If you can’t wait for more customer service news, the federal government has a Customer Experience Community of Practice open to all levels of government. It offers a weekly email with a roundup of articles and trainings on various customer service topics.

Open Enrollment 2016

Open Enrollment is coming Monday! This is your annual opportunity to review your insurance coverage and make any necessary changes. All elections will need to be made between Monday, Oct. 5 and Thursday, Oct. 29.

Do your homework now! Take a web-based training on e-Benefits. Visit the 2016 Open Enrollment information page from your work or home computer. And learn more about what's new, what's changing and what's staying the same. In addition, review a comprehensive open enrollment guide.

Have an Open Enrollment question, ask your Benefits Ambassador.