Diversity and inclusion in the benefits space
The voluntary enrollment process has reflected the diversity in our marketplace since the early days, but there's still farther to go.
In the wake of the deaths of Breonna Taylor and George Floyd, the accompanying protests, and much more, we in American society have begun to analyze whether we offer appropriate and just treatment to everyone. In the benefits business, we have to ask ourselves questions in at least two key areas:
- Are diverse customers across all parts of the spectrum given equal access to our products and service?
- Are the people working for our organizations sufficiently diverse to reflect our customers and our communities? Are we providing equal opportunities to all employees?
One of the major positives of the employee benefits business is that our customers are diverse, covering a very broad range of occupations, family situations, ethnic backgrounds, generations, incomes, gender identities and needs.
Related: Times of change: Aligning with the chief diversity officer
The voluntary enrollment process has reflected the diversity in our marketplace since the very early days of the business. And that begins with the marketing material we present to employees. Yes, 30 years ago, we had to remind corporate graphic designers that we did not want brochures and sales presentations exclusively featuring distinguished (mostly male) white people in suits. We wanted the entire spectrum of humanity, reflecting working America and their families.
Benefit enrollments are typically supported with Spanish informational print material, and enrollment support for multiple languages is commonly provided through benefit administration systems. Enrollment counselors discussing benefit options with employees—whether on-site or in a call center—are generally recruited to match the demographics and language preferences of the employees they are enrolling.
Today, multiple language support is developing across all aspects of the process. It’s especially important that claims support processes and service teams be able to help people in multiple languages, because that is the most crucial area of need for employees who have enrolled. Our industry is getting better, but there is still plenty of room to improve.
Now let’s turn to our associates in the business. Consider facts from a recent BenefitsPRO article, “If companies are serious about diversity and inclusion, here’s how to walk the talk.” The article cited a Mercer survey conducted this year that called attention to such issues as women’s’ lack of opportunity for promotion relative to men and shortfalls in employment areas for people of color.
While this article covered employers in general, there’s no doubt that our business shares the issues.
Recruiting talent builds diversity, but only over a relatively long period of time. To kickstart the process, organizations should consider hiring experts to work with teams and help foster recruiting and development of diverse talent. Actively seek out diverse business leaders and educators in your community to discuss your organization’s D&I goals, and solicit their help in achieving them.
Robust learning and development programs and clear communication of the career opportunity paths we offer can help develop diverse talent, both new recruits and veteran team members. Open a dialogue with everyone. Learn their goals and provide resources to help them achieve those goals.
Look for opportunities to build a diverse, inclusive culture for your employees. It will pay off in customer satisfaction and success!
Read more: