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Acting director reports staffing pressures, high December call volume; retirees urge protection of trust assets
Summary
Acting Director Lisa Gopi updated the board on new hires, several open positions (contracts manager, finance, benefits analysts), high December call volumes and service metrics, and wellness work; retirees urged protection of trust fund assets and expanded EAP and dental benefits.
Acting Director Lisa Gopi briefed the Health Service Board on personnel changes and operations, noting that Sarita Galarid joined the team as Administrative Service Manager while several critical positions remain open. Gopi said HSS continues to struggle to fill contracting and finance roles and is using external support in the interim.
She told commissioners that December recorded the highest call volume in HSS history after confirmation letters were mailed to members; staff handled more than 50,000 calls and over 13,000 in‑person visits for the year. Service metrics for December included an abandonment rate of about 3.8 percent (target <2 percent) and an average speed to answer near 49 seconds (target 30 seconds).
Gopi said HSS is updating communications and preparing RFPs for COBRA/FSA and an all‑payer claims database; Stephanie Fisher has been hired as wellness manager and staff are preparing a wellness report in coordination with the controller’s office. She also noted Director Katherine Dodd has completed treatment and is recovering.
During public comment, retirees urged the board to protect the trust fund from being used for city operating expenses and stressed the need for adequate EAP staffing and internal expertise. Commenters asked the board to hold the line on trust fund uses and to consider expanded retiree dental options and TMJ coverage; staff said several dental plan options are being priced and a retiree survey will be circulated.
