SRA Updates

L.A.C.E.R.A. UPDATED CALL CENTER

CEO Update: Remote Call Center and Member Participation in Board Meetings

Dear Members:

LACERA’s response to the operational challenges resulting from the pandemic has been multifaceted. We have worked diligently with the Board Chairs, Vice Chairs, and all the Board Trustees to prepare for any unforeseen developments and mitigate their effects. In particular, we have worked in unison to ensure the benefits of our members are protected and the continuity of our services remained a priority even as we encountered one problem after another over the past two months. I know that many of you may be uncertain in these challenging times, rest assured that LACERA is wholly dedicated in our mission to serve you.

Remote Call Center
On March 20, LACERA’s Executive Office made the difficult decision to close our Pasadena Call Center to protect the health and well-being of our retirees and staff. Although we did not anticipate such an event, our dedicated staff members, with the support of our Trustees, continued to provide service to you remotely through callbacks, voicemail, email, and the Secure Message Center on My LACERA.

Throughout the month of April, the Executive Office, Legal Office, Systems, Member Services, and Retiree Health Care Divisions worked together to identify a proven provider of a Remote Call Center that upholds the security of our members’ information and deliver functionality to enhance the services we provide to you. A vendor was vetted, selected, and engaged in an agreement to provide services to LACERA. We developed a training program for staff members of both our Member Services and Retirement Healthcare and these teams have worked day and night to test this system and train our staff. I am pleased to announce that on Thursday, April 30th, we opened our Remote Call Center and improved our services.

My special thanks to all of our staff for making our COVID-19 response seamless and reliable, and I recognize the quick actions and persistence of all our Divisions and their leadership who helped to implement our new remote call center system. Many of our staff in our Call Centers, Member Services, and Retirement Healthcare worked tirelessly to learn the new system and provide uninterrupted service to our members. I am extremely proud of all our staff members who worked long hours and volunteered to test and train on our new system.

We look forward to directly answering your calls once again.

Virtual Board Meetings
Due to the uncertainty of when LACERA will be able to host large public meetings—such as Board meetings—the Board of Investments and Board of Retirement will meet virtually, with the opportunity for our members and the public to view and participate online or over the phone.

For links or a phone number to participate, visit  LACERA’s Archived Agenda Packages webpage and click on the date of the upcoming board meeting you wish to attend.

To provide a public comment, you may submit a request to speak or a written comment by emailing publiccomment@lacera.com. If you are requesting to speak, please include your contact information, agenda item, and meeting date in your request. Public comment requests must be submitted no later than 5 p.m. on the day before the scheduled meeting. We look forward to you joining us and participating in future meetings. Your comments are always welcome and serve as an important vehicle in our drive and commitment to continuously improve the healthcare programs and retirement plans we administer on your behalf.

How to Contact Us
We are still here to answer your questions and provide assistance as part of our mission to produce, protect, and provide your promised benefits. Here’s how to get in touch with us.
For retirement information and service:
Leave us a message at 800-786-6464 or 626-564-6132 and we will return your call, usually within 24 business hours.
Email us at welcome@lacera.com. If you need to submit documents related to your LACERA account, log in to My LACERA.
Log in to My LACERA for self-service transactions, to send a secure email, or to submit documents using the Upload link.
Fax documents to 626-564-6155.

Mail correspondence to:
LACERA
P.O. Box 7060
Pasadena, CA 91109-7060
For Retiree Healthcare information and service:
Our Retiree Healthcare Division (RHC) can help you with questions about your benefits, eligibility, and enrolling, changing, or canceling healthcare plans. For plan books, I.D. cards, claim forms, and questions about claims or billing, contact your healthcare plan carrier.

The RHC section of lacera.com has carrier contact information.
Call 800-786-6464 or 626-564-6132 and press 1 to leave a message.
Email us at healthcare@lacera.com.
Fax documents to 626-564-6155.

Log in to My LACERA to send a secure email or to submit documents using the Upload link.
I once again thank LACERA Board Trustees and staff members for their tireless service and dedication to our mission. It is due to their commitment and expertise that we are able to serve our retired members throughout this pandemic.

With warm regards,

Santos H. Kreimann
Chief Executive Officer