2019-02-07 Commissioners of Trust Funds Minutes

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s Town of Reading Meeting Minutes RECEIVED TOWN CLERK READING, MA. ioard - committee - commission - council: 2111 AUG 21 AM 8: 29 Commissioners of Trust Funds Date: 2019-02-07 Time: 01:00 PM Building: Reading Town Hall Location: Lower Level Conference Room Address: 16 Lowell Street Session: Open Session Purpose: Specific Business Version: Final Attendees: Members - Present: John Daly, Elizabeth Klepeis and Endri Kume Members - Not Present: Andrew Friedman and Neil Cohen Others Present: Kerry Valle, Eileen Dern and Thomas Crossman Minutes Respectfully Submitted By: Endri Kume Topics of Discussion: Mr. Daly called the meeting to order at 01:00 PM. Discuss Reading Response program, Home Health Aides, Medical Escorts and other services that were under Hallmark Health VNA. Ms. Klepeis asked about the change of plans to remain with Philips and If there was any progress resolving the issues that we had discussed before. Ms. Dern stated that she had been working with Tom and Philips has done a lot of work and adjustments to address all of them. Mr. Crossman informed the member that Philips has allocated resources and will be keeping the services in house. Some of the resources Include a dedicated phone number, a specific team with four members and a management level contact in case there was no response. There was also a dedicated email for inquiries particular to the Reading Response program. Mr. Crossman informed the member that he was able to secure free installation for all new clients a value of$99 per client that would be waived going forward. Ms. Valley stated that last time she called the service line no one picked up the phone and there was no voicemall, the phone just kept ringing. She had called a few times back and did not get a callback. Mr. Crossman mentioned that he was not aware of this and he asked to be informed if this happens again. Ms. Valley said that she sent an email for the issue and the email was addressed quickly. Mr. Crossman told the group that sometimes due to the volume of work it is difficult for the team to pick up the phone however with email it is different as they have a process in place to try and respond to all emails within 72 hours. Mr. Kume asked Ms. Valley if the 72 hours was acceptable and she replied yes. Ms. Dern mentioned that the turnaround for this type of responses was the same with Hallmark. Ms. Valley had a client drop off equipment at the office, and she was not sure what to do with them. Mr. Crossman responded that he would be providing prepaid envelopes to return the equipment to Philips. Ms. Valley mentioned that so far she had received excellent feedback from clients on installation and customer service. Mr. Crossman thanked Mr. Kume for addressing the billing issue. Page 1 1