Page 1 - Retiree News Spring 2023

cseany.org
etiree etiree NEWS R
Mary E. Sullivan, President SPRING 2023 CSEA’s Member Solutions Center dedicated to helping you ALBANY — When CSEA Retiree members have Engagement is key
a question or concern, they can easily get the As our union continues to face threats and
help they need through our union’s Member scam attempts from out-of-state groups, the
Solutions Center. call center is a key part of our union’s team
Based in our union’s headquarters, the to engage members and give them accurate
center and its staff can help CSEA members in information in a timely manner.
numerous ways, including updating contact “One of the obvious threats we are hearing
information, answering questions and directing are these group’s attempts to get members
members to the right place for help. to opt out of our union,” said Seneres. “The
Launched in 2018, when CSEA anticipated a scammers use divisive issues to get attention
high volume of member calls in the wake of the and get our members to click on a link that
U.S. Supreme Court’s Janus v. AFSCME Council may compromise their device for their contact
31 opinion, the Member Solutions Center was information and more. CSEA members are not
an “all hands on deck” working environment. fooled. They know that free-riders only weaken David Sanchez, a member solutions specialist, Every CSEA department was represented in the unions. People need to remember that no logs data after assisting a member.
call center to maximize our union’s resources legitimate company or organization is going to
as calls came in. ask you to quit your union.” Sanchez noted that CSEA Retiree members Now, the center has permanent staff who Member Solutions Center staff are also
frequently contact our union for questions.
are all trained to not only help solve members’ trained on listening for potential topic trends.
“Retirees have questions about their benefits concerns, but also have conversations with “We personally assess a situation by finding
and have a lot of questions about health
them on many union topics. out what’s going on,” said David Sanchez, a
insurance,” said Sanchez. “They also ask about While members can also get many of their member solutions specialist. “The way we keep
their pensions.”
questions answered through our union’s
track is if we get multiple calls from the same
Staff also draw on their own experience to Contact Us form on CSEA’s website at
local involving the same issue, we will follow it
engage CSEA members.
cseany.org, the call center holds value for
up with the region.”
“We all have our perspectives and
members who may lack online access or prefer
Sanchez noted that the center staff are
backgrounds with other CSEA departments, so to speak with a live person.
also trained to engage members who may be
we use that to answer members’ questions,”
“In the wake of automated technology that
frustrated and unsure who to contact to resolve
said Sanchez, who previously worked in our grew even more rapidly during the pandemic,
a problem.
union’s State Operations, Research and Member we know that there is still an appetite for our
“Sometimes, members may be frustrated
Benefits departments before joining the members to speak to a live person,” said CSEA
because they didn’t find a solution to their
Member Solutions Center in 2019.
President Mary E. Sullivan. “When members
issue and may not know where to go next,” said
Sanchez is also bilingual in Spanish and
have a pressing issue that needs attention, the
Sanchez. “I try to walk them through a ladder
assists members who speak Spanish as a
last thing they want to hear on the other line of
of union contacts. Many times, they feel better
primary language.
the phone is a recording. Our union continues
and reassured when we tell them there are
“We get a good amount of inbound calls from to prioritize ways to engage our members and
resources for help.”
Spanish-speaking members,” said Sanchez. “A the call center is one of these resources.”
Many of the inquiries that Member Solutions
significant number of them come from child
“No issue is too small for the call center,”
Center staff handle include questions from
care [VOICE Local 100A] and downstate.”
said CSEA Director of Membership Charisse
members about dental and vision benefits, as
If you have a question, need help or want to Seneres. “We have a seasoned staff who really
well as insurance questions.
discuss our union with a specialist, we are here knows what is going on in our union, and
Call center staff also have on hand a list
to help. Call us today at (800) 342-4146.
the staff is available to solve anything from
of potential contacts for inquiring members,
— Janice Gavin accessing email to addressing membership
including contact information regarding union
status inquiries.”
benefits.
See box on page 2 for a list of helpful phone numbers.