Benefit Services

What is the program’s mission statement or statement of purpose? Why does the program exist?

The Benefits Services Office serves as a strategic partner by providing administrative oversight, customer service, open communication and collaborative partnerships. Our mission is to provide exemplary guidance and leadership in the implementation, interpretation and administration of policies and procedures regarding employee benefits/retirement for all benefit eligible employees.

The Benefits Services Office is available to administer programs that help form the non-salary portion of an employee’s entire compensation package.

How does the program mission align with the university mission?

The Benefits Services Office is a support office dedicated to serving the entire university campus community. Adopting the customer service first philosophy, the office provides faculty and staff the type of collaborative relationships necessary to educate, openly communicate and positively impact an employee’s experience concerning all realms of their benefits package. Through the accommodating efforts of the office, we help carry forward a part of the mission that speaks to “excellence”  and "integrity"– ensuring staff that we are good stewards of their total rewards package.

Whom does the program serve?

1. Benefits Services assists the ENTIRE university campus regarding all benefits related to an employee's appointment.  Whether a 100% status employee eligible for the full range of benefits or a temporary employee eligible for a proportionate share of our benefit plans, we serve from over 1750 employees to over 1950 employees.

2. In addition, the office serves a large population of our annuitants.  We never turn away a former employee and strive to provide like services to those who are no longer actively employed.  At this time, we help service over 1000 active annuitants. 

3. We also serve a portion of our student population.  Examples of this would be students of employees who utilize 50% tuition waivers, students of parents from other state universities who utilize the 50% tuition waivers and student workers who are employed in our offices.

4. Finally, we serve external organizations by providing necessary support and information.  Examples of this would include:

• The State Universities Retirement System - daily contact
• Central Management Services - daily contact
• Other State Universities and Agencies - as necessary
• Vendors - daily contact (Examples: VALIC, TIAA-CREF, Fidelity, ING, American Funds, Amerprise, and Prudential)
• Health Care Plan Providers - as necessary (examples: Health Alliance, Coventry, HealthLink, CIGNA, Delta Dental, EyeMed, Minnesota Life)

What are the services provided? How do these services align with the university mission and program mission?

The Benefits Services Office provides the following services:

• Counseling, enrollment and administration of the State of Illinois insurance plans, including health, vision, dental, flexible spending accounts, accidental death and dismemberment, and life.
• Enrollment and administration of Eastern Illinois University’s approved 403-b deferred compensation plans.
• Enrollment and administration of the State of Illinois 457 deferred compensation plan.
• Enrollment and administration of Eastern Illinois University’s supplemental long term disability plan.
• Determine eligibility and certify eligible employees of the State Universities Retirement System.
• Retirement Counseling.
• State Universities Retirement System Disability benefit administration.
• Process and submit all final salary information to the State Universities Retirement System for final annuity calculation.
  
• Administer campus wide FMLA program.
• Administer and track all paid time off programs, including vacation, sick leave, bereavement, and court required leave.
• Calculate final leave payouts, such as vacation leave and compensable sick leave.
• Administer Eastern Illinois University’s Sick Leave Bank program.
• Administer return to work certifications (annuitants return to work).
• Administer reporting requirements and issues related to the Patient Protection and Affordable Care Act (PPACA).
• Process and approve all employee/child tuition waivers.
• Actively seek services or processes that create additional value for the overall benefits package.
• Create and maintain insurance, retirement and medical files for all benefit eligible employees.
  
• Maintain separate external systems such as Central Management Services membership system and the State Universities Retirement System.
• Oversee university discount programs.
• Provide presentations for new employee orientation
• Educate campus regarding new or changing services.
• Coordinate campus visits from vendors.
• Facilitate preventative health events such as mobile mammography van visits, annual flu shot clinics, and other related special events.
• Research and respond to inquiries regarding previous employees service time for eligible service credit.
• Administer payouts regarding negotiated irrevocable agreements.
• Maintain Benefits website.
• Troubleshoot and facilitate changes to benefit plans as a result of life changing events.
• Foster learning environments for our student workers and interns.
• Survivor counseling.
• Conduct leave audits as requested.
  

Describe the program’s origins (e.g. year established, purpose, expectations).

The Benefits Services Office origin coincides with the founding of the University. While the basic benefits package offered at inception cannot be defined at this time, there remains certainty that throughout the years, the offerings of services has increased. The addition of supplemental retirement plans such as 457b and 403b products, additional long term disability insurance, and increased life insurance options are all examples of services that have enhanced the value of the University’s compensation package.

In addition, the growth in services provided has increasingly developed over the years. Whether, the expansion of the definition of dependent(s), domestic partner, civil union and now same sex marriages; coverage options have been enhanced increasing the attractiveness of the overall package.  Such a robust total rewards package assists in attracting and retaining highly qualified staff.

It is the expectation that benefits offered to our employees become increasingly more important as monetary rewards decrease.  Therefore, we should seek unique and valued rewards that fulfill employee satisfaction while adding little cost to the university.

How has the unit changed or adapted over time?

The Benefits Services Office has, over the years, taken advantage of the technological advances by automating processes that had historically been performed manually.  In addition, the delivery of services has changed dramatically.  A once type written memo distributed by the mail room to all campus constituents can now take on a much more efficient approach when delivered in an electronic mode.  In addition, an informative website keeps our employees informed and helps educate potential employees.  A robust proprietary system that houses and integrates data helps in data gathering and evaluations.  Reports help drive how and when we do business.  They also help determine effectiveness of the programs offered.

The unit has had to continually adapt to the changing educational environment, state budget concerns and ongoing concerns regarding cost of benefits.  We respond by educating ourselves and our constituents.  Education helps lead to transparency and acceptance.

The Benefits Services Office continues to take on responsibilities and challenges in response to our ever changing environment.

If needed, provide supplemental comments to help the reader understand the program’s history and relevance to university mission.

Provide data, if available, on the numbers of students, faculty, staff, or others served by the program during the past four years. If no data are available, please estimate the numbers served annually.

1. Benefits Services assists the ENTIRE university campus regarding all benefits related to an employee's appointment.   Number of employees served has ranged from 1750 employees to over 1950 employees annually.

2. In addition, the office serves a large population of our annuitants.  At this time, we help serve over 1000 active annuitants annually.

3. We also serve a portion of our student population who in some manner are utilizing tuition waivers. 

Does the program offer any co-curricular opportunities for students (e.g., internships, RSO support, service-learning activities)? Please describe.

We provide internship opportunities to interested students.

We employ at least two students per semester as student workers.

We partner with student organizations for programs such as food collections for the less fortunate, charity fundraisers and other activity fundraisers that benefit the community.

Does the program contribute to the delivery of academic programs (e.g., providing professional expertise, serving as adjunct faculty)? Please describe.

NA

If needed, provide supplemental comments to help the reader understand the internal demand for the program. Note any clarifications or special circumstances (e.g., curriculum changes made by another program) that should be considered when reviewing the above data.

Is the program accredited or approved by a recognized external agency or otherwise certified to meet established professional standards? Provide an executive summary of and link to the program’s most recent accreditation or certification report, if available.

Must meet standards established by Central Management Services (CMS) and State University Retirement System (SURS).

Is the program required to meet any regulatory or legal requirements? Is the program subject to any special auditing requirements?

• Subject to external auditing standards.
• Subject to internal auditing standards.
• Subject to State University Civil Service Rules and Regulations.
• Subject to State Universities Retirement Systems Rules and Regulations.
• Subject to Internal Revenue Service Rules and Regulations.
• Subject to Department of Labor Rules and Regulations.
• Subject to Worker's Compensation rules and ADA requirements.
• Subject to HIPAA.
• Subject to Insurance rules and regulations and requirements mandated by Central Management Services.
• Subject to GINA.
• Subject to State of Illinois record retention requirements.
• Subject to State Statutes and Public Acts (Ethics, Mandated reporting, etc).
• Subject to Federal laws (PPACA)
• Subject to FOIA.

What are the most important outreach or public service activities supported by the program?

• Education of Benefits and benefit enrollments.
  
• Open Enrollment periods.
• Flu shot clinics/mammography van visits.
• Collaboration with the Annuitants Association.

How do the local community and the region benefit from the program?

As the largest employer in the area, providing good paying jobs with good benefit packages provides the community with residents that can spend locally to boost economy. 

If needed, provide supplemental comments or data sources to help the reader understand the external demand for the program.

What are the two or three more important measureable outcomes tracked to assess program quality? Does the program conduct an outcomes assessment, and if so, what has been the impact?

Routine reconciliation with external systems ensures our employees are enrolled in the programs requested.  By providing payroll files to Central Management Services and The State Universities Retirement System, issues are usually identified if the system data does not correspond to payroll data sent.  In cases where the two differ, discrepancies in the individual data system and EIU's proprietary system are identified.  Staff in the Benefits Office then work the discrepancies to correct and reconcile the two systems.

In addition, strong university community feedback provides indicators on how well the office is performing. 

Finally, we design and build alerts and triggers that identify issues with data integrity.  It is very important that HR data be cleansed to reflect accurate information. 

What are the two or three most effective best practices that the program has implemented? What benefits have been gained from implementing these best practices?

• Automating manual processes.
• Centralizing the campus FMLA program.
• Consistency in the delivery of information to the campus.
• Adopting a customer service first philosophy.
• Establishing an image that speaks to integrity, trust, transparency, open communication, constant communication and open door policies.
• Constant and ongoing communication to campus, delivering important information regarding employee's benefits.

The Benefits gained are that the majority of the campus trusts the information provided by the Benefits Office, respects the staff and views the office as a vital part of the University.

What external recognitions (e.g., awards, accommodations, professional certifications, references in trade publications) have the program and its staff received in the past three years?

Is the program active with any regional, national, or international professional organizations?

• Local SHRM Chapter.
• Illinois Association of University Benefits and Insurance Administrators (IAUBIA).
• College and University Professional Association for Human Resources (CUPA).

Note any presentations, publications, or offices held in the last three years.

If needed, provide supplemental comments or data sources to help the reader understand the quality of program outcomes.

Note any special benefits (e.g., personnel support, equipment, permanent improvements) that the program has received in the past three years from its grants and other sponsored programs.

N/A.

How does the program benefit from donor gifts (e.g., scholarships, endowed chairs)? Does donor support provide a significant percentage of the program’s overall funding?

N/A.

List two or three key relationships that the program maintains with external constituencies (e.g., community colleges, other universities, government bodies). How do these relationships advance the university mission or otherwise benefit the university?

• Central Management Services.
• State Universities Retirement System.
• Other State Retirement Systems (TRS, SERS, etc).
• Other university benefit offices - information sharing.
• Collaboration with the local LifeSpan Center to assist in delivering information to our elderly and or retired population.

These relationships help provide necessary information to our campus constituencies.  The lack or decline in these relationships would result in an uninformed campus regarding important items such as insurance, retirement benefits, changes in benefits and any action that an employee, annuitant or other constituents would need to know.

If needed, provide supplemental comments to help the reader understand the resources generated by the program. Note any clarifications or special circumstances (e.g., revenue pass-throughs) that should be considered when reviewing the above data.

Provide an executive summary of and link to any metrics or benchmarks that the program tracks to measure productivity.

N/A.

What initiatives has the program implemented to enhance staff productivity (e.g., access to training, workflow improvements)? Briefly describe the costs and benefits of these initiatives.

• Automating processes to improve efficiencies.  Examples are on-line flex schedules, on-line sick leave bank enrollments, automated summer sick leave processing and updating)
• Staff training (training regarding Central Management System operations and systems, external educational opportunities such as FMLA training, Webinars that educate the office on new laws, best practices, etc.)

If needed, provide supplemental comments to help the reader understand the productivity of the program. Note any clarifications or special circumstances (e.g., accreditation requirements, curricular changes, program restructuring) that should be considered when reviewing the above data.

It should be noted that productivity could dramatically increase with effective ITS support.  There are many open improvement initiatives that could streamline current processes, affect delivery of services to employees and allow the office to devote needed time to pursue other opportunities to improve the overall benefits package and the delivery of same.

If needed, provide supplemental comments to help the reader understand the costs associated with the program. Note any clarifications or special circumstances (e.g., expenditures made centrally or externally, expenditures made on behalf of other units) that should be considered when reviewing the above data.

Costs associated with this program are directly tied to each individual compensation package.  Reducing costs for this program would directly affect all employees.

How does the program seek to distinguish itself from similar programs at other institutions?

We seek to achieve best in class practices. The Benefits Office constantly seeks opportunities to improve upon its service delivery to current and retired employees. 

Note any unique and/or essential contributions that the program makes to the university.

The Benefits Services Office seeks to provide consistent and on-going support that helps address the need to attract, employ and retain essential and outstanding human capital by providing benefits that employees seek and value to fulfill their personal and professional aspirations.

Provide any program-specific metrics that help to document program contributions or program quality. Examples of some commonly used program-specific metrics may be found here.

• Number of Benefit enrollments and changes.
• Employee count by age.
• Number of Leaves and types of leaves.
• Average time to on-board and educate employees regarding benefits.
• Cost of benefits.
• Response time to leave inquiries.
• Years of Service Program to recognize and honor loyal dedicated faculty/staff.

If needed, provide supplemental comments to help the reader understand the program impact on the university mission.

Provide a link to or listing of the program’s goals and/or strategic plan.

Goals for the program include identifying other opportunities to enhance the benefits provided to employees.  We seek innovative and progressive ways to add value to our total rewards package.  We are constantly seeking services that would be of value to employees and yet be of little or no cost to the University.  We seek employee involvement in those decisions. Voluntary benefit programs are identified and reviewed for consideration to add to current line-up of benefit offerings.

What role will the program have in the implementation of the university’s strategic plan (provide link to strategic plan)?

Our program is meant to provide value to the overall compensation package.  Attractive benefits assist in recruitment, employment and retention of highly qualified individuals.  Attracting employees with specialized skills is a top priority to create and maintain the educational mission of the University.

In the next two or three years, what best practices, improvements in operations, or other opportunities to advance the university’s mission are likely to be implemented?

• Processes will be clearly defined, documented and automated with best practices in place.
• We continue to seek ways that technology can benefit the program.  Creating workflows and processes that allow for increases in productivity, efficiencies and customer satisfaction are of top priority.
• We are constantly seeking opportunities to increase customer satisfaction and response times to customers.
• We are constantly seeking additional relationships (internal or external) that can assist in moving the program forward.
• We continue to seek opportunities regarding program delivery, such as on-line enrollments, interactive informational delivery and campus educational opportunities.
• We seek ways to add value to our staff through education, professional certifications and skill opportunities.

If needed, provide supplemental comments to help the reader understand future opportunities for the program.