Value,
Commitment, Innovation
“After using another work-life vendor at my previous
position, I could not believe the difference with WFB - caring,
personal attention at every level, from the counselor up to
management.” |
Work-life services are vital to your employees, members, clients and
your bottom line. Work-life benefits are simply too important to settle
for "run of the mill", when you can choose WFB.
Distinguished for vision, value, and dedication to customer service,
WFB offers features that set us apart in the work-life arena. While
other work-life firms propose "add ons," "upgrades"
and extra charges, WFB’s basic package of services includes
(click on any service below for complete description):
Personalized telephonic consultation and
referral services with outstanding customer satisfaction
Work-life counselors are available to members 24 hours a day, 365
days a year via our toll-free phone number. When members call, they
are connected directly to a counselor and receive immediate, one-on-one
assistance. The counselor takes as much time as needed to fully
understand all care concerns, to clarify goals, and to assure the
caller that he/she may go back to work, while the counselor begins
pursuing solutions to the family’s needs. Within just a day
or two, the counselor reconnects with the caller, detailing results
of the search, and sending out provider profiles, educational WFB
Notes, and WFB’s guidebooks. Two weeks later, the counselor
calls the client again, to ensure that all is going well, and to
find out if further help is needed.
This personalized, “hands on” service is much appreciated,
as reflected in our customer satisfaction surveys. These surveys
report that 98% of our clients rate our service as “Excellent”
or “Very Good.” Comments from clients reflect that our
counselors are kind, caring, calming and effective in finding solutions. Return to top
Professional counselors with clinical
expertise and specialized credentials
WFB considers our superior counseling staff as our “calling
card.” Our counselors make the critical connections with your
members or employees when they are in need. It is our counselors
who represent and enact our philosophy of “customer first”.
Every WFB counselor is experienced, and most have master’s
level training. In addition, counselors have areas of specialty,
such as child care, special needs, or elder care, and are also “cross-trained”
in every dependent care need area. Many have achieved advanced degrees
and credentials in organizations such as the National Association
of Geriatric Care Managers, American Marriage and Family Therapists,
and others. Return to top
Focused, relevant work-life web
services
What are the goals of web-accessed information and services? Accessibility,
user-friendly navigation, valuable and effective online assistance:
WFB’s website is all of these and more.
WFB’s website is a practical work-life resource developed
after meticulous research into the issues that are most important
to working people and their families. The website offers online
access to WFB’s proprietary database of millions of work-life
providers, useful and compelling research and information, self-assessments
generating immediate and important health and wellness information,
online mortgage assistance, shopping rewards and discounts at a
network of national vendors. Our website is extensive and comprehensive,
and we are always working to create and add more innovative features. Return to top
Continuous communication strategy
to increase awareness and utilization
Our Communications Department provides client organizations with
at least three e-articles each month that deal with work-life issues.
These can be emailed directly to members and employees, or content
can be pulled from them for the organization’s own bulletins
or newsletters. Also part of the standard offering is our quarterly
publication, WFB Cares, available in hard copy. In addition, WFB
is happy to design, at your request, periodic custom mailings and
articles. WFB is invested in maintaining awareness of your work-life
benefits to drive employee utilization. The dividends: more usage,
more value for your organization. Return to top
Quick and simple implementation
WFB requires very little time and information to implement services.
We work with your organization to streamline the process around
your organizational culture, leaving little work for the implementing
partner or Human Resources department. We are available at all times
for technical and practical assistance. Return to top
Clear-cut, flexible pricing
Utilization based model. Standard client pricing is a function of
group size plus any intermediary fees paid. Tailored pricing for
distribution channel partners is based on prior utilization experience
(if any) and strategic need. Return to top
Straight-forward utilization reporting
in real time, anytime
WFB prides itself on its “honest counting.” Online utilization
viewing is available to clients in real time, any time. WFB also
provides summary utilization reports on a monthly, quarterly, or
as-needed basis, as requested by your organization. In addition,
utilization can be recorded and observed in subcategories in order
to supply you with the most detailed usage information. Return to top
Ongoing product enhancement and
innovation
WFB is always in dynamic mode, constantly seeking out ways to enhance
and expand its value to clients. Bill Mulcahy, president of WFB,
is an active member of local, regional and national business communities.
In his continual contacts with other business leaders, he is able
to sense, pursue and cultivate the most important developments in
the work-life industry. Return to top
Strategic partnerships with seamless
client service and integration of benefits
Our partnering goals include providing work-life services beyond
traditional models, delivering superior client value, and providing
our partners with services that enhance and work in tandem with
other client benefits. We strive for these goals through many routes:
cover letters to members/employees announcing multi-benefit services,
communications that can include other benefit features along with
work-life, and warm transfers between organizations in the event
of a misdirected client call.
An example of how WFB can coordinate and integrate work-life resources
with other benefit programs is in a case where an individual is
identified as experiencing a life event like pregnancy, disability,
disease, or caregiving concerns. WFB can provide a specific, partner-branded
communication to go out to that individual as a reminder of the
relevant services available to them through the work-life provider.
From the member or employee’s perspective, their work-life
resource is not separate, but part of the whole benefits package
provided to them by their organization or employer. Return to top
Private branding with exclusive
customizing capability
In all cases, WFB can provide an integrated, private-branded solution
so that our partner can present a consistent, comprehensive set
of benefits to its employees or members. The WFB website can be
customized with the partner’s name, logo, display features,
and even a daily message. All materials can be customized to the
look and feel of our partner’s materials. Most customization
carries no extra cost for our partners. Return to top
Expert account management
WFB has assembled an experienced Account Management Team who can
expertly and personally implement, administer and maintain WFB’s
client accounts. Each client has access to all team members, including
the Senior Account Manager, Account Manager, Case Management &
Quality Control Director and Lead Counselor. Return to top
HR and employee training
Organizations that have the highest utilization of the work-life
service are those in which there are targeted communications to
management. Since employees often go to their managers for help
(or to explain an absence) when there is a family care need or other
life event, ensuring that management knows exactly the type of help
available through the work-life provider allows them to refer employees
to resources for real solutions.
WFB can provide employee and management orientation sessions to
educate employees, the Human Resources department, managers and
supervisors on the offerings of the work-life program so that they
are able to refer an employee to the work-life provider when there
is a need. Communications include:
• Initial Announcement
• Management Q & A
• Employer Orientation Meetings/Webcasts
• Ongoing Workshops on Work-Life Topics
• Benefit Fairs
• Lunchtime Visibilities
These communications include case studies and examples of situations
in which WFB can help give management an understanding of the breadth
and scope of work-life services available, while maintaining employee
awareness. Return to top
Sales support and training
Integrating with the existing sales culture and calendar of our
distribution partners and clients, WFB uses all media to keep constant
communication with their sales forces.
Sales materials can be requested by the sales force directly from
WFB or added to the website to download. The sales materials library
includes:
• WFB product materials and brochures
• Co-branded PowerPoint slides on WFB’s telephonic and
web platform
• Proposal language
• Monthly e-bulletins
Additional support includes:
• Website access for sales tools and demonstration of online
functionality
• “Test cases” for a prospect to try out WFB’s
consultation and referral services with a WFB counselor
• Regular meetings or webcasts to provide product information,
enhancements, market trends, upcoming changes, or any specific work-life
topic
• Attendance at our clients’ internal sales meetings
and conferences
• Meetings with prospects as desired. Return to top
Global capability
WFB can facilitate services around the globe. International services
are provided by professional consultants who are familiar with the
needs of expatriate employees, local customs and practical lifestyle
information and resources. Resource and referral services are provided
by partner organizations located in over 100 countries around the
world. Return to top
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