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Risk Central
Digital Edition2024 Theo Award Winner: City of Glendale
The City of Glendale, Arizona, faced a unique challenge in handling cancer claims for its employees, particularly among public safety and fire personnel. Unlike typical workplace injuries, cancer claims require a distinct reporting and processing approach.
The city recognized that eliminating communication gaps and building trust were the primary keys to ensuring a smooth and supported claims process for employees facing a cancer diagnosis.
Tackling the Problem
To address this challenge, the City of Glendale implemented a multi-faceted strategy focused on personalized communication and support. The human resources and risk management department made it a priority to meet with affected employees in person when necessary, walking them through each step of the process.
“Open and honest communication is key in building trust with the injured worker,” said Lorena Sanchez-Zumph, workers’ compensation HR program manager for the city. “As an advocate, my role is to ensure that employees know the city will take care of their claims and that they receive all the benefits for which they’re qualified.”
The goal is to make the employee’s benefits seamless, said Sanchez-Zumph. “For example, in Arizona, there is a seven-day waiting period for temporary disability benefits. However, if we know the employee will be out for more than 14 days, we ensure that benefits start on the first day. We run our payroll and disability benefits concurrently, so the employee receives only one check for both benefits.”
Sanchez-Zumph also works closely with its TPA to streamline processes and communication so that every note and document is clearly understood.
“On the fire department side, they assign union members as injured worker advocates,” she explained. “I work closely with these advocates to bridge the gap between the union benefit and the workers’ comp benefit, ensuring that the employee receives all the benefits they’re entitled to. This collaboration between the city and the union is where the advocate program plays a crucial role in the success of claims.”
Lorena Sanchez-Zumph, workers’ compensation HR program manager, City of Glendale, AZ
To improve understanding of the cancer claim process, the city provides employees with resources including information on ARS 23-901.09, ICA Form 407, and the city’s own website. These materials help explain the importance of immediate reporting and the rationale behind the city’s procedures.
There was a time when trust was an uphill climb, said Sanchez-Zumph. The city weathered backlash and bad press over a denied cancer claim, impacting public confidence in the city’s program.
To address this, Sanchez-Zumph coordinated meetings with fire leadership and union leaders to establish a communication workflow and build trust.
“We defined our roles clearly,” she said. “The union focused on assisting the family with immediate needs, while I handled the claim process, ensuring all necessary documents were gathered and the third-party administrator was well-prepared.”
Sanchez-Zumph works closely with safety officers in the fire and police departments, holding quarterly meetings to address challenges.
“Injured workers now feel more comfortable approaching me directly,” she said, “although I still involve union members to ensure inclusivity and understanding of the process. Our end goal is always to help the employee, and this approach has helped develop better relationships among all working parties.”
The HR and risk management team emphasizes building personal relationships with affected employees. By taking the time to meet individually, they can explain document requirements, reporting timelines, and address any questions or concerns. This helps employees feel valued and understood during such a difficult and uncertain time.
Success to Build On
The City of Glendale’s focus on enhanced communication has yielded positive outcomes in managing cancer claims. By prioritizing open dialogue and personalized support, the city has created an environment where employees, particularly those in public safety roles, feel cared for and heard.
Organization: City of Glendale * Location: Glendale, AZ * Number of Employees: 2,000 * Category: Government & Public Sector
The improved process allows for ongoing refinement based on employee feedback and suggestions. This collaborative approach not only addresses immediate claim handling needs but also lays the groundwork for future improvements in employee care and support.
Through these efforts, the City of Glendale has demonstrated its commitment to treating employees fairly and compassionately, particularly when facing serious health challenges. The emphasis on clear communication and personalized attention has strengthened relationships between the city and its workforce, fostering a culture of trust and mutual respect. &
The Theo Award celebrates its inaugural year, honoring 31 workers’ compensation programs for their excellence and service to workers across the nation. To learn more about the award and amazing qualities each winner possesses, visit here.
