CalPERS enhances language services and customer support for diverse members

CalPERS Board Meeting Highlights Commitment to Diversity and Language Access

In a recent CalPERS Board meeting, the focus was on enhancing diversity, equity, and inclusion (DEI) within the organization, particularly through improved language access for members. David Rubio, a key team member, presented a comprehensive overview of the initiatives aimed at ensuring that all public servants can access vital information in their preferred languages.

Rubio emphasized the importance of providing language services, which not only comply with California's Bilingual Services Act but also significantly enhance member satisfaction. The CalPERS contact center now offers interpreter services in over 21 languages, with Spanish being the most requested. Additionally, the organization has trained six certified Spanish counselors and utilizes a vendor for other languages, including Cantonese and Tagalog.

The meeting also highlighted the successful launch of Spanish-language retirement planning classes and the creation of bilingual educational materials. These efforts aim to ensure that non-English speaking members can make informed decisions about their benefits, especially during critical times, such as applying for emergency disability retirement.

Board members expressed appreciation for the strides made in language accessibility, with one member sharing a personal story about how timely language support helped a grieving widow navigate the complexities of retirement benefits. This testimony underscored the real-world impact of CalPERS' initiatives.

Looking ahead, the board discussed plans to expand language capabilities on their website and improve digital tools to ensure equitable access for all members, including those in rural areas or with disabilities. The commitment to DEI was reiterated as a core value of CalPERS, with ongoing efforts to enhance service delivery and member experience.

As CalPERS continues to build on these initiatives, the focus remains on fostering an inclusive environment where all members feel supported and informed.