CalPERS retiree says call-center staff provided calm, clear help after spouse's death

Phyllis Kahlbach, a CalPERS retiree, recounted calling the CalPERS member call center after her husband, also a CalPERS retiree, died in July. "Needless to say, it was a very frightening, strange time, emotional time, confusing, and I was pleasantly surprised at how kind they were to me," she said.

Kahlbach said the agents made her feel "safe" and reassured her during the call even though the interaction was only by voice. "I felt like they were looking at me face to face, and they weren't," she said, adding that staff helped her feel secure and told her she would be okay.

Thor Dunn, Customer Experience Division Chief, used the anecdote to underscore the human impact of frontline work and to recognize agents' contributions. "I think it's very important to recognize the work the customer experience division does and the team members...they do it with finesse and they do it with empathy," Dunn said.

The remarks were descriptive testimony and recognition; no policy change, vote, or formal direction was recorded in the transcript.