The Advisor Role for Insurance

In the most demographically dynamic U.S. state, complaint resolution quality, cycle time and cost can be impacted by population diversity, including socio-economic, generational, faith, ethnic, and language. Like many government agencies, this state agency, focused on ensuring that the State of Texas is healthy, balanced and fair market for consumers.

State Agency Protecting Consumers and Ensuring a Fair Market
The Perfect Equation The Result

A division focused on state consumers implemented a leader-led program focused on developing employee cultural competence. Diversity Interactive provided “snack-sized bites” of relevant information and implications, which the client delivered using a "leader-led" model. Diversity training per se has been shown in some cases to be ineffective or to solidify stereotypes. High frequency, low duration communication helps employees integrate what they are learning into their daily jobs. Observance themes and facts are linked to a) professional development opportunities, b) cultural competence skills, and c) impact on functional performance metrics.

The client’s content delivery method is "leader-led," and geared toward impacting awareness, knowledge, and behaviors. Leadership is careful to balance soft skills exploration with helping employees think critically about how diverse populations impact division performance.

  • Executive and manger level staff review key trends and facts about diverse populations to identify how population change may impact strategic plans. Managers and staff examine soft skills related to cultural competence through the lens of a federal observance theme.
  • Open ended questions help staff avoid "10 Things Never to Say or Do" and prepare instead of what to do when the "11th thing" happens. Managers and staff react to and build on featured consumers to share learnings about diverse population facts and communication styles.
  • Individual employees pull multimedia features of individual consumers related to the observance theme on an ad-hoc basis.
  • Leaders refer to observance theme, knowledge and behavior implications in weekly and monthly staff meetings.

A seven-question survey has been implemented over a three-year period. Questions address the case for change, self and manager behaviors, and optimism for the future.

 

1.    Increased awareness of behaviors, both strategic and tactical, that help employees deal with diverse populations.

2.    Dramatic increase in awareness of supervisor and peer demonstration of culturally competent behaviors. The implication is that peers can coach more effectively, increasing consumer call resolution cycle time and reducing complaints.

3.    Bellweather retention question "I can retain my individuality and still succeed at this agency” increased 16% in the first year. Shared language for talking about diversity and inclusion issues, and leader-led modeling decreases the likelihood of complaints and/or lawsuits.

4.    Employees rated increased optimism about the agency’s ability to work with diverse populations in the future.

 

The 2011 observance toolkits will expand on culturally competent behaviors, with a single-slide feature in each toolkit addressing how diverse populations talk about and think about risk. How consumers talk about and think about risk may be a factor associated with a) complaint severity, b) expectations of insurance and health care providers, and c) consumer expectations from this agency.


 

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Core Packages

Observances are easy with three integrated communication pieces. Choose the best tool for your audience, from executive to individual contributor, customize as you wish and communicate at the right pace. The Landscape for Leaders is an executive-level briefing; the Multimedia Presentation is fact-based and fun; Voices of Experience connects global and U.S. workers that exemplify the observance.
 
Inclusion Express

Global Diversity and Inclusion in four slides or less. Leverage global inclusion celebrations in every region. Estimate the impact of diverse populations across geographies, markets and innovation networks. Inclusion Express links organizational initiatives to people in diverse regions - and makes the connection to functional metrics.

 
 
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Benchmark Analytics

Benchmark analytics enable teams to quantify the impact of cultural competence on performance.
 
Custom Report

Identify the impact of population change on key aspects of the economy, your industry, your firm, or a specific business function with a custom report.
 
Training Workshop

Called the most innovative in the industry, highly interactive training leverages real-life lessons learned. Interactive multimedia case studies bring the problem to life; the people involved debrief the case studies virtually when participant teams conclude discussion.
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