Crisis Communications: COVID-19

In the midst of the final push for 2020 benefits open enrollment — when every day was a whirlwind of tracking mailings, introducing Grand Rounds, making updates and changes to electronic and print information, and meeting multiple deadlines at all levels — the U.S. reported its first confirmed case of COVID-19. In Kirkland, Washington.

Amazon’s response to the coronavirus set in motion a flurry of information dissemination, changes to employee benefits, an OE extension, a surge in hiring, and a work-from-home order for all employees who could. At the same time, the Amazon benefits communications team was reduced by one (Sean).

Buck worked closely with Amazon and WTW to make sure employees had the latest, most accurate up-to-the minute information about changes to their benefits.

COVID-19 timeline:

• January 20 – First U.S. case confirmed in Kirkland
• Early March – Grand Rounds becomes the “front door” for employees in the 8 pilot states seeking information about COVID-19 and their benefits
• March 19 – COVID-19 benefits information posted on Amazon Benefits, and revised weekly since
• March 19 to 21 – Emails sent to employees about their benefits and COVID-19; refers employees to Grand Rounds
• March 31 – Banner added to Amazon Benefits homepage promoting COVID-19 resource page
• March/April – COVID-related digital signs go live in FCs; refer employees to Grand Rounds
• Early April – Grand Rounds as the “front door” expanded to all employees eligible for – not only enrolled in – medical benefits, expanding to the 42 states
• May – EAP and COVID-19 portal pages updated to include the myStrength digital program, which includes COVID-related mental health support
• June – Backup family care information created for portal pages, emails