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Committee continues request for $59,654 to fund two benefit analysts while seeking more data on phone service and performance
Summary
The Finance Committee continued consideration of releasing $59,654 to fund two benefit analyst positions for the city Health Service System, asking staff to provide clearer performance measures and data on phone‑service demand before acting.
The Finance Committee on Tuesday continued an item that sought $59,654 to fund two temporary benefit analyst positions in the city’s Health Service System, asking the department for additional data on phone demand, missed calls and service reorganization.
Jeffrey Hildebrandt, assistant director of the Health Service System, said the two positions — proposed to begin March 1 and run through June 30 of the fiscal year — would allow the office to process more enrollments and handle up to 800 additional callers a month. "These positions are responsible for providing the full range of benefit services to both active and retired Health Service System members," he said.
Supervisors pressed for clearer performance measures and questioned why the Health Service System’s after‑hours and daytime call handling are split between different systems. Several supervisors said they were sympathetic to the service gaps but requested figures on missed calls, message volumes, processing times and whether reorganization could expand phone hours without additional staff.
The committee asked the department and controller’s office to produce data on pent‑up demand and missed calls and continued the item to the call of the chair so that the committee can review those figures and any proposed reorganization before deciding on the fund release.
Next steps: Health Service System and controller’s office to return with call‑volume and processing metrics; item continued to the call of the chair.
