Kindness on the Line

California Public Employees Retirement System · April 30, 2026

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Introduction and role

Presentation

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Thor Dunn, Customer Experience Division Chief at the California Public Employees Retirement System (CalPERS), introduced himself and said his team oversees CalPERS member call-center operations.

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Staff from the California Public Employees Retirement System described call-center scheduling changes and customer-service priorities; a CalPERS retiree recounted receiving empathetic help after her husband died.

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Transcript

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