Resources Magazine Distance Learning Edition

Dear Reader: e are in a new world which we do not like. For weeks, risk and insurance professionals, in addition to the rest of the country, have been trying to avoid spreading and/or contracting the COVID-19 virus through the avoidance techniques of quarantining ourselves in our homes, social distancing, and wearing masks—to name only a few. We find ourselves working from home, while at the same time caring for and educating our children, plus waiting in line six feet apart to enter stores. We are cooking more, endlessly washing our hands, and stockpiling toilet paper, hand sanitizer, and Clorox wipes. We worry about when will this end.

You are also concerned about your professional development and maintaining those valuable designations you have earned from The National Alliance. And that is what this edition of Resources is all about—how you can continue your professional development during these times of isolation and separation. You do not want the COVID-19 pandemic to infect your professional development!

For over fifty-plus years The National Alliance has maintained a leadership role in professional education within the insurance and risk management industry. The National Alliance is now stronger and more united than ever, using the key values of imagination, innovation, and integrity to keep all participants in our national programs in the forefront of everything we do.

Obviously, The National Alliance has had to cancel or postpone classroom courses to maintain the safety of our participants and to comply with government directives. To compensate, we have expanded our online options to provide you with a wider selection of alternatives for these impacted classroom courses. The National Alliance will continue to update this selection for the duration of this national emergency. What are the online options available?

• Online self-study options continue to be available; participants can use these at their own pace, any time of the day. Self-study options are available for the CISR and CSRM programs.

These courses allow you to not only earn the respective designation, but also earn state CE credit.

• The National Alliance also provides an entire array of online standalone, self-study programs in the William T. Hold Seminar series. These courses also qualify for state CE credit.

• The National Alliance continues to offer online instructor-led CIC, CRM, and CPRM courses.

The live instructor-led courses are generally conducted twice a week at a variety of times during the day and evening. Participants typically attend for two hours once or twice a day, depending on the course schedule. Participants can ask questions of the instructor during each presentation, and each session is recorded so participants can review the recording as many times as they wish.

• The online Ruble MEGA Seminar is offered during the entire year, with 27 different sessions.

The sessions offered include property, casualty, risk management, as well as in-depth subjects on specific industries.

• As part of the response to the COVID-19 pandemic, Bill Toll, CIC, has The National Alliance has expanded online CISR course worked with offerings to now include live online instructor-led courses.

The National These courses are typically one-day courses, although some agendas may span multiple days.

Alliance in several capacities since For any questions regarding your update and attending 1986. In addition online courses, please reach out to The National Alliance to his work with by email at alliance@scic.com or chat with Client Support.

The National Visit The National Alliance homepage at scic.com and click Alliance Research on the blue banner for the latest information and schedules Academy and regarding all courses. as the new Editor of Resources

magazine, he is a National Sincerely, Faculty member and Educational Consultant for both classroom and William C. Toll, CIC online courses.

Editor-In-Chief

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RESOURCES | DIstance Learning

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New topics added year-round. Select any four 4-hour topics to meet your CIC, CRM, and/or CPRM update.

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Each 4-hour topic is coverd in two live, instructor-led, 2-hour webinars.

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DIstance Learning | RESOURCES 3

DISTANCE LEARNING

We interviewed National Alliance CEO William J. Hold about how the company has adapted to the COVID-19 pandemic and what insurance professionals can expect from distance-learning.

Mitch Dunford: The COVID-19 pandemic has changed the way educational organizations can provide the learning solutions our industry needs. Can you give us a summary of all of the online options currently available for National Alliance participants?

William Hold: We have so many online options available right now. Participants can take a selfguided, self-paced course that includes online access to course content, including educational videos. All self-guided online courses have structured learning objectives for participants to work through at their own pace.

Quizzes and interactivity are built into the self-paced courses so participants can take either a designation exam or review exam for CE credit.

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We also developed a distancelearning solution because we know our participants really enjoy classroom experiences and being able to network with peers and faculty. We love and cherish our faculty! Through our online instructor-led courses, faculty provide participants with the same practical education, claims examples, policy language, and endorsement issues, just like they do in the classroom. Online instructor-led courses are live sessions done via webinar.

Instructors will often switch between the material in the course notebook and descriptions of their own realworld examples. Many will point out various online resources where participants can find information in real-time. This experience allows the participant

the opportunity to interact with faculty, which is great. We’re also experimenting with chat features to encourage interaction, so participants can ask questions and get answers in real-time. You can raise your hand via chat and get called on.

Mitch Dunford: Are all National Alliance designation programs available in both self-paced and instructor-led formats?

William Hold: That’s correct. Our newest instructor-led offering is our Certified Insurance Service Representative (CISR) designation program. Before, the only option for CISRs was the self-guided, self-study approach.

But now we’re experimenting and expanding the CISR schedule with live faculty. Some courses are broken up and others can be completed in one day.

Mitch Dunford: The National Alliance cancelled the Orlando MEGA Seminar in June due to the pandemic. Is the MEGA

Seminar also available online?

And, can you describe what participants may expect with the online MEGA Seminar?

William Hold: The way the online MEGA came about is one of my favorite stories. About five years ago, two board members (Greg Massey and Brad Bornemann) asked us why weren’t doing the MEGA online. They thought the program quality was great but were busy and couldn’t travel.

They wanted an online option.

They pushed and pushed until we launched an online MEGA as a pilot to see what people thought. That was about two years ago. The pilot exploded and is now the largest program in the history of The National Alliance.

The online MEGA is very similar to a classroom MEGA. There are multiple four-hour topics, and participants can choose which they want to attend. The online MEGA is spread over the course of a year, so participants don’t have to worry if they miss a topic.

MEGA registrants have 12 months to complete 16 hours of continuing education for CIC, CRM, or CPRM designations.

CISRs and CSRMs have 12 months to earn two years’ worth of designation update credit.

Personally, this is how I earn my update. I love the fact that Greg and Brad pushed us to create the online MEGA. It’s helped me tremendously by allowing me to pick and choose different topics, hear different faculty members and perspectives, and also earn my update around my schedule.

Mitch Dunford: How many of our participants have signed up for the online MEGA this year?

where someone can learn more about it.

William Hold: For the past several months, we’ve been discussing the idea of offering corporate clients the option to pay one fee to gain 12 months of unlimited access to our courses. A learning solution like that would provide them with huge cost savings, especially if insurance professionals want to complete more than one program a year. With a subscription membership, the process to earn a designation is streamlined to the participant’s needs. Subscribers pay a onetime annual fee and work at their own pace to earn any of the designations.

We developed two subscription levels to fit any budget. We think the subscription membership removes the fear of failure for a lot of our participants.

It’s a no-brainer decision.

The COVID-19 pandemic is changing how the world operates. As with crises like severe weather events, or simple everyday disruptions like car accidents, the insurance industry consistently takes a leadership role in our country and communities. We’ve always responded with innovation, imagination, and integrity, and in our current crisis, when our clients and colleagues need us the most, we’re staying stronger and more united than ever. Stay safe. Keep learning. n

Mitch Dunford: Where can we learn more about all The National Alliance’s online offerings?

William Hold: The website at scic.com is going to be the best place. On our distance learning page (http://co.scic. com/distance-learning/), you can see all the online options available as well as the subscription pricing options.

To keep our community safe and healthy, all classroom programs have been postponed until June 1st.

William Hold: Over 700 participants are currently registered.

Mitch Dunford: A new subscription membership was released this year. Tell us about the new pricing options and

William J. Hold, MBA, CRM, CISR DIstance Learning | RESOURCES 5 CEO of The National Alliance

CURRENT CONCERNS

W

e are living in unprecedented times. COVID-19 has disrupted our daily lives worldwide. How we work and socialize is now unfamiliar and uncertain.

But the insurance industry can’t directly handle the response or fix what’s happening with the new coronavirus. In fact, insurance is just a piece of the larger risk management process. And prolonged risk management techniques are essential. With that in mind, what should we, as insurance professionals, be talking about?

On the Nat Alliance NOW podcast titled, “COVID-19: A Conversation About Our Current Pandemic,” host Paul Martin, CPCU, sits down with Kyle Drawdy, CIC, CRM, Director of Risk Management at Northeast Florida Education Consortium, and Kelly Surles, CIC, CPRM, CISR, ACSR, personal lines expert at The National 6

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Are You Asking the Right COVID-19 Questions for Your Clients?

Alliance, to discuss risk management in the age of the new coronavirus.

Even as insurance professionals seek to inform clients, a handful of risk management solutions are already taking effect. Martin, Drawdy, and Surles share a few that will likely hold more importance as we continue to navigate this pandemic together.

One is avoidance. We’ve already seen entire school systems and universities closing to avoid the spread of the virus among students and teachers. But Drawdy asks about the everyday heroes working on the front lines—those at risk in such places as hospitals, pharmacies, and grocery stores.

The insightful discussion touches on the importance of social distancing; when the crisis will really hit; and what other countries are doing to successfully control the spread—and why it’s working. Hear questions that risk management professionals must ask themselves, and

receive practical insight into how you can mitigate the risk in your own daily life at home.

Nearly every business worldwide is innovating and adapting to a new reality. “Now is the time for us, as agents and risk managers, to set ourselves apart and be there for our customers—to be that person on the other end of the line offering support,” Surles says.

And how long will this last? The podcast participants share a few estimates and advice for staying optimistic.

“I can’t think of anywhere in our history where we’ve had so much adversity and challenges put upon us, but I also think that as a country, as individuals, we can come out of this stronger and better for it,” Drawdy says.

As you wrap your head around what’s happening and consider the best risk management approach, make time to listen to this Nat Alliance NOW podcast.

DYNAMICS SERIES

ONLINE DYNAMICS OF SELLING The Online Dynamics of Selling Course teaches

producers a proven, insurance-specific sales process that can help your confidence and closing ratios soar. Taught by sales mentors, this highly interactive 2-day course will help you improve your communication and negotiation skills, develop solid prospects, and overcome client objections without leaving your home or office!

Q: “What are my online update o National Alliance Designee,

As a you have dozens of online choices for your update, your career path, and your future.

Due to the COVID-19 pandemic, The National Alliance has suspended all classroom programs until further notice. So naturally, one of the most common questions designees have been asking us is, “What online options do I have for my update?” The answer is, literally, “You have dozens of choices!”

CIC

This is the perfect time to choose an online program for your update. It’s your career, your future, and your success at stake, so we have structured our programs to offer you a vast range of learning opportunities­—now with more online options than ever before! The choice you make for your update is yours as you decide on the learning path that will best meet your specific career goals.

You always have the option of repeating a class you’ve taken before,* whether to learn the latest developments or further master the knowledge for daily use.

You can also start on the path toward your next designation­­, enhancing your credibility and reputation as a true professional, while opening doors to additional markets and job positions.

But, that’s not all—your options also include dozens of advanced online programs. Ruble, PROFocus, and Hold Seminars allow you to dive deeply into specific risk and insurance topics.

Update options for CIC, CRM, and CPRM designees are presented in our online instructor-led format. CISR, CISR Elite, and CSRM update options are offered in two formats: online instructor-led and online self-paced.

The choices are YOURs.

Visit our website

TheNationalAlliance.com

for full details about all of your update options. * Repeating a course may not provide state CE credit hours.

Due to the COVID-19 pandem suspended all classroom pro

You still have many online

CRM

CPRM

Online Instructor-Led Update Options

CIC Course

CRM Course

CPRM Course

James K. Ruble MEGA Seminar

PROFocus Seminar

UPDATE

options?” A: Your career, your choice.

Stay Safe– Keep Learning

mic, The National Alliance has ograms until further notice.

e options for your update.

CISR

Online Self-Paced Update Options

CISR Course

CSRM Course

William T. Hold Seminar

E L I T E

CSRM

Online Instructor-Led Update Options

ONLINE

CIC Course

CE Credit:

CRM Course

Refer to scic.com/ce-by-state for information about CE credit hours and requirements in your state.

CPRM Course

James K. Ruble MEGA Seminar

PROFocus Seminar

Must Be Dues-Paid

Earn Up to Two Years Update Credit

CISR

So many great choices!

Click on the designation column headers on this spread to link to full listings of topic choices available for your update.

Get a Solid Start Remember, we also offer online programs for industry newbies (Introductory Series) and university students (University Associate Programs).

Do you have a question to “Ask Bettie”? Bettie Duff, Senior VP & Corporate Secretary, has been with us over 40 years and is the person to contact for information on just about anything related to operations and procedures. Email your questions to bduff@scic.com.

Dear Bettie:

Dear Bettie:

With the shelter-in-place order and classroom courses discontinued for the time being, I want to know more about the online Ruble MEGA Seminar. I don’t understand how it works and would appreciate more information on this update opportunity.

I am sorry to say that I have not been able to meet my update requirement even though I registered for a classroom course prior to it being postponed. Had it not been, I would have been up-to-date. Will you allow additional time for me to schedule and attend my update? I worked hard for my designation and do not want to lose it. Please help!

Mike, we have heard your request loud and clear! In fact, in order to assist you and others who had their plans changed due to COVID-19, we are offering additional time to complete your 2020 update. If your birth month falls between February 1st and through June 30th, you will be given through September 30th to complete your 2020 update. We understand that the challenges are great, and we want to help you during this time. I would encourage you to visit the website to learn more about our distancelearning options and other updates.

Hello Shelley, Thank you for inquiring about this special advanced online program. The first webinar for this year’s online Ruble MEGA Seminar was conducted on January 13th, and the seminar will continue through December 31st, 2020. There are 24 topics to choose from which are scheduled on different days, consisting of two 2-hour webinars conducted from 10:00a–12:00p (CST) and 2:00p–4:00p (CST). You can choose the topics that interest you the most and best fit your schedule. Some topics are repeated to enable you to attend depending on your availability.

You must attend a total of 16 hours (four 4-hour topics), to complete your update requirement and obtain state CE credit.

I encourage you to visit our website at TheNationalAlliance.com to learn more and to register. You are able to download the agenda to learn about webinar dates, faculty members’ information, and topic descriptions.

We are happy to provide you with distancelearning options like the online Ruble MEGA Seminar during these challenging times. Shelley, I hope you will give this online opportunity serious consideration, and if you have any questions, please contact us at 800-633-2165 for assistance. We will be happy to answer any questions you might have.

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Bettie J. Duff Senior Vice President/ Corporate Secretary The National Alliance for Insurance Education & Research The National Alliance for Insurance Education & Research is the nation’s premier provider of technical educational and professional development for insurance and risk management professionals.

NEW Become a Subscription Member

Announcing a New Yearly Subscription Membership for Individuals and Corporations s part of its continuing innovation, The National Alliance has developed yearly subscription memberships for individuals and corporations. There are two categories of subscription memberships—intermediate and advanced—and each membership provides users with online access to The National Alliance’s designation programs and courses.

Both individuals and corporations have an assortment of choices in levels of access and features. Both intermediate and advanced subscription memberships give you access to National Alliance Membership plus online access to advanced webinars, selected Resources magazine articles, Introductory Courses, and the CISR (Certified Insurance Service Representative) and CSRM (Certified School Risk Manager) designation programs. The advanced subscription membership provides online entry to courses leading to the CIC (Certified Insurance Counselor), CRM (Certified Risk Manager), CPRM (Certified Personal Risk Manager) designations, in addition to the Ruble Seminar series of advanced subjects. Be assured, all appropriate online courses provide the same level of state continuing education credit as do The National Alliance classroom courses.

No matter the choice made, subscription members profit from online access to The National Alliance’s educational insurance and risk management programs.

Those with subscription memberships are assisted by The National Alliance’s learning management system, making it easier to monitor and manage professional development on an individual or corporate scale.

Subscription memberships may be purchased online at The National Alliance website, www.scic.com, and insurance agencies and brokerages as well as insurance companies may use the website form to inquire about memberships for multiple users. Subscription memberships require a 12-month commitment and offer a potential cost savings of up to 75 percent. Details regarding educational options available for intermediate and advanced individual and corporate memberships are also available at The National Alliance website. Please visit the website to learn more about this unique innovation in membership.

DIstance Learning | RESOURCES 11

INNOVATION

odern technology— secure remote connectivity, the Cloud, collaborative software, VoIP phones, and smart phones—is disrupting the way we work and providing opportunities for remote out-of-office work. Many managers and employees are already working outside the office using their personal devices, but typically on an ad hoc basis without clearly written remote work best practices.

Employers may have implemented security measures to protect their systems and data, but they rarely address the larger trend issue of remote work, also referred to as telecommuting. Remote work best practices is not just about technology and security; it is also about the needs of people and companies. This guide will discuss the various types of remote work options and best practices for organizations to implement a successful remote work and work-life fit program.

Technology has transformed every part of our work and life. The 9-to-5 workday has been rapidly disappearing as more employees do some of their job outside the office.

According to a recent study done by the Society for Human Resource Management (SHRM), 59% of US employers allow employees to work from locations outside the office.

This trend will continue to grow.

Some employers still believe that a flexible work arrangement is strictly an employee benefit, but most have recognized that giving employees the ability to work outside the office has made employees more productive and has greatly benefited the business. It has also led to the blurring of personal and work-life and the expectation that we must always be available.

Managers still have not overcome their concerns about employees working remotely. Many still believe that they can only manage people 12

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Workplace Flexibility

and Remote Work Best Practices

By Sharon Emek, Ph.D., CIC

if they are physically in the office where they can see them, but research has shown that managing people by sight doesn’t guarantee productivity or quality outcomes.

The new prevailing philosophy focuses on results, on meeting goals and completing tasks on time— whether all the work is done in the office, in a combination of in-office and remote work, or totally remote.

The new best practices management approach focuses on outcomes, not suppositions. The emphasis is on flexible work arrangements and on finding and keeping talent, which may mean accommodating diverse physical locations and non-traditional work-life fit arrangements.

According to the American Staffing Association’s Workforce Monitor statistics, SHRM, and other research, for most employees, work-life balance and schedule flexibility rank higher that pay.

The Research on Working Remotely There is a sufficient body of research about the effectiveness of remote work/work-life fit programs. The findings are consistent.

Companies that implement flexible remote work arrangements believe they benefit from: • Increased productivity; • Decreased employee turnover; • Increased ability to attract talent; • Decreased sick days; • Decreased overhead; • Reduced environmental imprint.

Employees say: • They are more productive and get more work done.

• They appreciate the flexibility.

• They are happier because they enjoy the flexibility.

• They feel more valued than those in the office.

• They feel it is beneficial to their family and their well-being.

• They have increased

job satisfaction.

Overall, when people work from home, they start earlier and take shorter breaks. Contrary to popular opinion, they do not run errands at lunch, and they work until the end of the day.

The Three Types of Remote Work Arrangements There are basically three types of remote work.

• As-Needed Remote Work— someone who needs to work from home on an as-needed basis or a company emergency situation, e.g., a sick child, a challenging weather or a pandemic.

• A Flexible Work Arrangement— someone who works from home part of the time on a regular basis.

• A Remote Worker—someone who works from home 100% of the time.

As-Needed/On-Demand Remote Work Every company faces a number of attendance issues. They can range from: • Office power outage • Inclement weather • An employee is ill • An employee has a sick family member • An employee has a personal appointment or home maintenance need requiring him/her to be at home.

For an organization to function optimally, it should provide all employees with the option to work from home temporarily. If staff cannot get to the office because of inclement weather or if an employee has to stay home to care for a sick child, they should be able to work from home and not lose a personal day.

By not providing all employees the ability to work remotely on an asDIstance Learning | RESOURCES 13

INNOVATION

needed basis, agencies lose valuable hours of productivity.

Today, no one—not an employee or an employer—should lose valuable time if an employee misses a day in-office for a legitimate reason.

By not allowing people to work from home on an as-needed basis, employees lose personal days; staff who cover feel overwhelmed; customers do not get the service they need, and the returning employee needs to play catchup. Everyone loses.

Flexible Work Arrangements Flexible work arrangements accommodate the needs of employees and agencies. More companies are recognizing that to keep talent, they need to accommodate the life needs of their employees. Work-life fit comes in many sizes, such as: • Arriving later to work to see kids off to school, then working core hours at the office, returning when kids come home from school, and working at the end of the day to complete the hours needed for finishing the day’s work.

• Working from home one, two, or three days a week to meet family and work obligations.

A Remote Worker As local talent has become more difficult to find, companies have recognized that a fully remote qualified employee may be another option for recruiting talent. A fully remote worker works from a home office and may never or rarely come to the office. With the proper setup, qualified remote workers are highly productive.

There are a few reasons why an employer should consider a remote worker: • Many employers have experienced the all-too familiar conversation with a productive employee who explains that she or he needs to resign because she or he is moving. Finding a qualified 14

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replacement for the departing employee and transferring the client relationship is far more difficult than setting up that employee to work from home.

And for the employee, finding a new, satisfying job may be very difficult. With today’s technology, no excellent employee needs to resign because she/he is moving.

• Many employers can’t find the talent within driving distance to their backyard. An experienced remote worker is more effective and far less costly than settling for a revolving door of the wrong talent.

Creating a Successful Remote Work Program An effective flexible remote work program must meet the needs of both the company and the individual. A flex-work arrangement is, of course, not for every employee.

Some people prefer only working in the office and some don’t have the discipline to work from home. From a pragmatic and customer-service perspective, all companies should implement the “As Needed/On-De-

mand Remote Work” option. It is the easiest to implement, monitor, and see results.

These are some recommended steps management should take in determining what options might work for the organization.

1. Evaluate each of the positions and determine if an employee’s physical presence is required full-time, part-time, or never, except for periodic meetings.

2. Decide which remote work programs might be viable work options for you.

3. Identify which employees have sufficient institutional knowledge and experience to be considered for a flex/remote work arrangement.

4. Evaluate the different communication and collaborative tools such as Skype and GoToMeeting.

5. Develop a guide for each type of remote work option.

6. Decide on a pilot program and on a trial group of staff for the pilot.

For example, the pilot program might allow a trial group to work from home one day a week, scheduling the home days on different

days so that they are not all working from home on the same day.

7. Schedule a company-wide meeting to discuss flex-work arrangements and the positions and level of experience that a flex-work arrangement would be suited for.

Afterwards, have managers meet with each of their eligible staff to determine the level of interest in a work-flex arrangement.

8. Train the entire staff on how to use the communication and collaborative tools.

9. Implement, monitor, and evaluate the pilot program.

Below are some of the key areas to include in a Remote Work Guide.

Crucial are the home office setup and security, which are further outlined below.

• A description of the various remote work arrangements; • Corporate policies and proce dures for remote work; • Company-wide and department meeting times; • Rules and guidelines for family during work hours, such as interruptions, noise, etc.; • Child-care policy; • Home office setup requirements; • Security requirements; • Home computers maintenance guidelines.

Include helpful hints for employees when they work from home, such as: • Taking quick periodic breaks • Taking time to eat lunch • Know when to stop and log out • Reinforcing work rules with family, friends, and neighbors The Home Office Whether an employee works at home on an as needed/on-demand basis, on a regular flex-schedule, or via telecommuting, a home office should be setup in a separate room where the door can be closed so as not to be disturbed while working.

Most homes today already have some type of home office setup. The home office should include the following: • A desk large enough for computer and other equipment.

• A PC or laptop with a minimum of 4GB RAM, a webcam, speakers and a second monitor. Hardware requirements can vary depending on the remote connection setup desired.

• Multiple monitors for efficiency.

• High speed modem with a wireless router. The download (DL) and upload (UL) speed should be sufficient to support both the remote applications required and an internet phone. The current recommended DL speed is 50 mbps and upload speed 20 mbps.

• A smartphone or VoIP handset or headset. Most companies today use a VoIP phone systems. A VoiP phone system can provide the ability for calls to be forwarded to a smart phone, transcriptions of the call in an email, and the use of a handset or headset through a wireless internet router from a remote location. For flex-work and full remote work arrangements, the employee should be provided with a VoIP handset or headset.

This acts like an extension on the company’s phone system.

• For the best connection possible, outdated equipment should be replaced. Cable modems from internet providers are typically available to be swapped out at no charge. Cable modems should be replaced every year or so. Router technology has advanced signifi cantly in recent years and newer models offer tremendous speed and reliability over their predeces- sors.

Security Security should not be left to the employees to implement on their devices. Security should be controlled and managed by the employer.

1. For employees who may occasionally work from home, provide them with remote access from their home computer to their office desktop.

2. For employees who work from home a few days a week or all of the time, provide them with a dedicated inexpensive laptop that is secure and setup just as you would an employee’s desktop at the office.

3. Basic security measures should be implemented whether a company supplied laptop or an employee’s

Stay Tuned!

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INNOVATION

home desktop or laptop: • The user sign on must have a strong password with a mini mum of eight characters, includ- ing a combination of capitals and lower case letters, numbers, and a special character. If there are others in the household who use the desktop or laptop, they must have a separate sign on.

• The desktop or laptop must be configured to manually enter passwords to the organization’s system and any website logins.

• Client information is confiden- tial. If there are others in the household using the same desk top or laptop, the employee must sign off the remote session or business applications when- ever the employee leaves her/his desk.

• Login details and passwords should not be written on pieces of paper and never written on a sticky note and stuck to a computer screen.

• The employee must have a secure, private wireless connection.

• Microsoft and operating system updates should be working properly and updating automatically.

• A paid version of anti-virus software should be installed and renewed annually.

• A Microsoft firewall, or another firewall that may come with the

antivirus, should be on and active.

• If a provided laptop, the employee should not be allowed to download other applications without permission. If the employee’s desktop or laptop, the policy should be that employee can only download applications that come from reliable sources. Because applications (e.g., games, mobile apps, coupon sites) may contain viruses or malware, it’s important to know and trust the source of an application before downloading it.

4. Clear procedures should be written and followed for logging off and closing the computer when not in use.

5. Educate and train employees on security issues and requirements.

6. Establish a periodic schedule to check all remote devices.

Making it Work The following management principles are essential to a successful flexible remote work program; they are also the qualities of good management for all employees: • A team culture.

• Strong, committed managers.

• Clear, precise, and measurable goals.

• Results-based performance evaluation.

• Clear expectations about work

Learn More Earn More These are new and different times for all of us, and many of us are adjusting to working remotely for the very first time. To assist you in maintaining your relationships with your clients and carriers, listen to the Nat Alliance NOW podcast, “Remote Working Technologies for Insurance Professionals.” Find it on The National Alliance website at www.scic.com. Retain and expand your business as much as possible during this time of separation.

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schedule availability.

• Consistent and uniform methodology for communicating regularly.

• The right tools to get the work done.

Some Helpful Tips • Rotate days at home so that a certain percentage of staff is always in the office or schedule mandatory days in the office.

• Make sure expectations are clear.

• Check productivity and performance regularly to determine if it is not working for someone. A flexible or remote work arrangement may not be right for everyone.

• Keep remote workers in the loop just as if they were in the office.

• Establish consistent methodology for communicating.

• Have the staff add their photos to Outlook and Skype.

• Use Skype for instant messaging and video capability to talk instead of email or phone for all staff, whether remote or in-office.

Some Pitfalls to Avoid • Avoid micromanaging—the #1 deterrent to productive and successful remote work.

• Not communicating on a regular basis.

• Not inviting remote staff to meetings.

• Not checking the activity reports to see productivity.

• Not spot checking the actual work being done.

Whether in the office or working from home, if you provide employees with clear expectations, realistic metrics for success based on results, and the proper tools to get the work done, they will get it done.

Summary To keep and attract talent, all companies will need to have a policy with best practices to accommodate work flexibility. Research has clearly shown that for most employees who have any type of remote work arrangement, they: • Met their goals more reliably • Were more productive • Were happier • Were healthier • Experienced less stress Businesses have benefited greatly as well with increased productivity, talent retention, and lower overhead.

We all recognize that the latest advances in technology has disrupted many industries; but we haven’t fully recognized how it is disrupting how and where we work, as well as how we will manage people. All businesses will need to adapt to flexible work arrangements to find and keep talent and adapt to managing people without borders. New employee generations will expect it,

and because we are living longer, so will older employee generations expect it, as they will work beyond the historical 65-year retirement age. The future work paradigm will be that the right work with the right person can be done from anywhere.

Bibliography World Economic Forum, “A New Study Shows Just How Beneficial Remote Working Can Be,” August, 2019, https://www.weforum. org/agenda/2019/08/companiesbenefit-when-employees-workremotely/ Harvard Business Review, “Is It Time to Let Employees Work from Anywhere?,” August, 2019, https:// hbr.org/2019/08/is-it-time-to-letemployees-work-from-anywhere Owl Labs, “State of Remote Work 2019,” https://www.owllabs.com/ state-of-remote-work/2019?hs_ preview=jWDXIXgj-13385250578 Inc., “A 2-Year Stanford Study

Shows the Astonishing Productivity Boost of Working From Home,” April, 2018, https:// www.inc.com/scott-mautz/a2-year-stanford-study-showsastonishing-productivity-boost-ofworking-from-home.html

About the Author: Sharon Emek, Ph.D., CIC Sharon is founder and CEO of Work At Home Vintage Experts (WAHVE).

WAHVE (www.wahve. com) is an innovative contract talent solution that matches retiring, experienced insurance, accounting and human resource career professionals with a company’s talent needs.

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