MY LAST CALL OF THE DAY

As I began winding down and calling it a day, my desk phone rang. Being a Friday, made it all the better to finish up and get ready for the proverbial, much anticipated weekend. But my conscience decided before I had much time to think about whether or not to pick up the phone. By the second ring I picked up the phone, knowing definitively this will be my last interruption before continuing to pack up for the day. I assume, we all have our routines set by job requirements or company procedures and then our personal fickle ways habits on how we end our workday. I try to leave my workstations in such a way that it only makes sense to me. No matter how organized or cluttered or messy it may look to you, I can pick up where we left off from the day prior. I could tell you in what folder or pile to find items I worked on prior regardless how neat or messy I intentionally left my desk the day before. I know precisely where everything can be found no matter how many folders I have crammed or piles of loose papers sit in overflowing stacks trays.

My ultimate goal is to leave my workplace in such a way that only I know where everything is and to do it with as little as disruption to my own daily tasks and routines as possible. Just so when I come in the next day, I won’t spend time locating the one piece of information I need at that exact very moment. It really doesn’t matter what others think unless a special guest is visiting and then I will make it look more presentable than a disorganized chaos of piles. I begin my end day with the same routine, I log out of all my apps on my computer and place my “Gone for the Day” status on my e-mail server and put sensitive information back to their respective folders, put my “to-do” list in front and center and straighten up my workstation. Once I am comfortable with how I will leave my desk and positioning items exactly how only I could understand its meaning, with key in hand, I gather my lunch bag and any work needing to go home with me and only them I am finally I am on my way. But not this Friday, when the phone rang for the second time,

I was brought back to reality and answered with my typical outbound greeting.

“Hello this is Robert; how can I help you”

This is as ordinary as it gets, I imagine many would say I am impersonal and too rigid. I am often reminded it’s a good thing I don’t work in customer service or a call center since my voice is lacks personality and is too monotone. But what they do not know is when dealing with people’s money (as I do in payroll) you have the worst customer service position, second to no other. It can and is worse than you can imagine at times. Coupled with having an exceptionally deep voice, there are many times I just don’t want to take that one last call or a first call. On those days I’d much sooner spend my day catching-up on e-mails and filing documents either electronically or traditionally in my color coordinated manila folders or standard issue expandable folders. There is a somewhat a predictable schedule what kind of calls I will get during the course of a week but the quantity of inbound phone calls seem to be feast or famine. I can go a few hours without a phone call or get so many phone calls they get routed to my voice mail. Nothing is worse than having to listen to voice mail and having to return all those calls other than the same person calling back half a dozen times with the same message in the course of the same day. This does not seem to hold true for e-mail, I am guaranteed to be overwhelmed by the volume I receive on a daily basis. This creates unnecessary anxiety when returning from any extended time or even one day from not having the ability to check my e-mail whether at the office or accessing it via remotely.

As I drift away from my story’s intent, once again, I feel the need to apologize, those who know me will always tell you I am a storyteller and everything in my journey has a story to tell. I have always been a storyteller and not ashamed to admit it. I compare myself to the like of two characters from one of my favorite television shows,”Golden Girls.” I believe I am a combination of the characters Sofia and Rose. Much like Sofia, I like to give a visual of the scenario and provide background detail prior to telling my story and share Rose’s simple yet unusual stories. The stories which often leave the audience questioning the validity of what she so colorfully enthusiastically shares while the scene’s characters uncomfortably restrain from making a snarky remark related to the story or the actresses playing the characters from breaking out in laughter.

Picture it … yikes …
or should I say,

Back in Fort Lauderdale when …

I couldn’t resist the pun.

A couple Fridays ago, a young staff member facing a common payroll issue but with a twist and not so typical resolution was that last call for the day. Not only did it require my professionalism throughout the phone call but I had to use active listening, forcing myself to remain fully attentive and engaged in working expeditiously towards a resolution.

The young lady on the phone questions,

“Is this the payroll department?"

I replied.

“Yes, this is payroll."

With it being end of the day, and being Friday, I hoped and wanted for it to be a quick call. I already completed my day end activities and just about ready to skedaddle out the door as I picked up the phone between the second and third ring. Upon answering the incoming call, I quickly detected this call was from an inner-office extension at of our family centers but not one of which I recognized. The phone’s display also showed unfamiliar information as to the origin and phone number of the call. This one sign, alone guaranteed me it’s not going to be the quick call, as I hoped. It usually means the staff member’s supervisor in the building minimized their own employee’s payroll questions and directed them to call me. Thanks a lot supervisor!

The young lady on the other end of the phone questioned as if she had not called the right extension,

“Hello? Is this payroll?”

Only if she paid attention, I stated my name and department just a few moments previous, I repeated,

“Yes, this is Robert in payroll.”

After a brief, well-mannered exchange of greetings and formalities, the young lady explained her situation. In a roundabout way, she shared her issue and wondered if I am the correct person, she can speak to regarding her situations.

She stated in authoritative, yet concerned respectful voice.

“I’ve been working at the Y not quite two months and still have not gotten paid.”

This kind of news has lost all shock value when I am told similar stories the young lady shared. I’ve like to believe I heard either from the supervisor or the employee themselves, just about anything and every possible reason why an employee was not paid. By now, I was turning the computer back on and waiting for it to reboot and then log back into the payroll through the HRIS portal. I am not good at initiating small talk and don’t like it when it’s sneakily done to me. When I hear small talk, I quickly quiver and become irritated as I think someone is trying to avoid handling my concerns and is likely playing "Eeny, meeny, miny, moe" to see who they can transfer me to next. With tables turned in this case, a dead air of silence would have been unapologetically rude or having disregard for their problem with no interest in seeking an answer or solution to their problem.

I shared with her,

“I am sorry about the delay, but my computer is in the process of rebooting and logging into our payroll system.“

Replying in her calm demeanor,

“No problem. Thank you for your time.”

I asked,

“What is your role at the family center?”

Enthusiastically she shared,

“I’m a special skills instructor for sports and a counselor for the kids coming to the Y after school.”

I intentionally asked an open-ended question forcing more time to answer the questions with more than a yes or no answer.

“What do you like it about it so far?”

She shared her joy of working with the participants but continued in her direct but emphasizing concerned voice.

“When can I expect to receive payment and be brought current?”

At no time was disrespectful or vulgar choice of words to put unnecessary emphasis on words.

I always disclose with South Florida being a hot spot for stolen identity cases, I prefer to remain overly cautious before releasing information over the phone to anyone I do not know or personally recognize on the phone.

I preface and patiently explained to the young lady,

“Our HRIS portal contains confidential and secure information regarding a person’s legal name, social security number, financial institution account and routing numbers, organizational employment history and other highly sensitive and confidential information which makes it an ideal target for someone with ill intentions to create havoc. I take guarding your information seriously. Before I continue, I will need to verify who you say you are by verifying information you provided at the time of your on-boarding. Are you okay with this?”

She thanked me for taking time in maintaining her information secure and confirmed she was okay to proceed in identifying herself.

Over my tenure as payroll administrator, I am dumbfounded by the countless number of our staff members who become impatient, defensive and confrontational of me asking them to verify themselves against the information in the HRIS portal. Even with my explanation, many seem puzzled for my reasons for asking them confirm information. I am certain they all are quite aware I already have access to their information and already know their answers. I don’t know if it’s a sign of the times or if it is a generational gap issue but coming from the same population who posts anything and everything in social media who seem to be the most outspoken when I ask them to verify themselves. I take maintaining the integrity and security of the information in the HRIS portal seriously. Other than processing payroll I believe this is one of the key responsibilities in my capacity as the payroll administrator.

Do you remember in school how the teacher had an instructor’s edition of a textbook with all the answers to the questions at the end of the lesson? I felt like that teacher, I had access to all the answers but in this case the student was the teacher (this young lady) with the answers to the questions and all I did was make sure they matched up. By now I already noted after reviewing the portal’s audit trail, I saw she spent considerable time in the portal. She spent considerable time reviewing her pay and personal information pages. I continued proceeding as if I didn’t have this information and guided to her as if this was her first-time logging into the HRIS portal. 

Again, I rambled on a bit too much, where was I...

Thankfully, the young lady on the phone didn’t argue with me. She politely placated or humored me and provided the information I requested.

I proceed to ask my questions and waited for her to reply and confirmed her answers.

“What is the address we should have on you?”

She verified this correctly.

“Can you provide your date of birth?

Then I put a spin on a typical question but asked,

“What are the three middle numbers of your social security number?”

With a giggle, she replied her birth date correctly and then answered,

“I need a moment to think of that one as most ask for the last four.”

After a small delay, she replied and admitted she had to write it down, but she did indeed get it correct. With everything verified, I moved forward in helping her find out why she had not gotten paid.

I questioned,

“Did you have any difficulty logging into the HRIS portal?”

She reassured me, once again, with a resounding “No, I did not.’

Once she verified her information, I took her step-by-step from the landing page of the portal, showing her where locate her pay statement, how to change address and phone numbers and how she can navigate the portal to find other information.

When I showed her the pay history, I informed her the pay history only shows something if pay was issued for the date on the list. If she clicked on the hyperlinked date, it would open her pay statement for the said pay date selected. When she clicked the pay date, she was able to see the three pay periods in question as it was the only items in her pay history. All three showed a sizable number of hours and pay. She confirmed she was able hyperlink and see the details of her pay statements yet she continually insisted she never received her payment.

I proceeded and asked,

“Did you have any difficulty reviewing your information and finding your pay statements?”

She answered politely and questioned something she discovered,

“I had no issues finding my pay statement. Yes, I took the liberty to explore other areas of the portal as well. Are those discount programs and benefits available to me as a part-time employee?

I excitedly shared a resounding,

“Yes, I am glad to hear you took time to look around and see how the portal is designed for our staff members. Yes, those discount programs and benefits are for you to take advantage of. It’s our way of providing a little extra in thanking our employees.”

This too, surprised me, as many of our full-time staff never mind part-time staff have no idea of all the information available to them. After all, if they only took time to look around, they too may have found these rewards and incentives as well information related to their employment.

For a moment, I had to think what next - I questioned myself to double and triple check information even after the young lady patiently confirmed each and every time I repeated the same information, she respectfully provided for both full address and financial institution information. I even confirmed if her address has a building and/or a unit number just to be more than 100% certain I covered all bases. Repeatedly, she patiently validated her address was correct and there was no building or unit number.

Lastly, I asked her to go to her direct deposit. I checked on my end to see if it was set up correctly and the pre-note wasn’t unintentionally turned off.

“Next, please go to the section on the left side where it says ‘Pay’ and click on where it says, ‘Direct Deposit’ and verify this is the account where you requested your funds to be direct deposited to.

I asked her to verify the information. I explained what pre-note is, as a process of our payroll company verifying the financial institution’s name, the name on the account and both account and routing number. Once all is successfully confirmed, the pre-note is removed unless the information is changed, then the cycle starts from the beginning. I concluded the discussion by reminding this process can take two to three pay cycles before the pre-note clears and her pay will begin being direct deposited her paycheck will be mailed to the address on file in the portal, with a giggle she interjected and acknowledged it hasn’t changed since the last time I asked. By now I was beyond perplexed and didn’t want her to sense my frustration. I nervously continued some more moments of small talk and before I had a chance to ask if she had any questions for me, she politely interrupted and proceeded to ask a question.

She repeated her direct deposit information.

“Yes, everything is correct.”

She apologized for interrupting and then questioned,

“Why would the YMCA ‘snail-mail’ (US postal service mail) me the same pay statement we just reviewed in the HRIS portal?”

She mentioned receiving a pay statement in the mail shortly after starting her employment with us and received two additional ones approximately every two weeks apart. This seemed more important to her to know why would our organization waste resources of both paper and money to mail the same pay statement she can readily see online.

Suddenly, I recalled in a communications class being taught people can hear your smile or other emotions while on the telephone. From this point on, she led the conversation, I did my best to contain my feelings and kept my best poker face on. I even did a double-take and made sure I was on a standard phone line not on my cellular phone’s video phone call mode. As she continued to talk, I found it became increasingly difficult to contain my inclination to let out a smile let alone a giggle or laugh when I realized what she was in possession of.

Let me brief you on our on-boarding process, incoming employees complete online an extensive package of forms; from those government mandated to internal policy and procedures. Prior to their first day of work and reporting to their supervisor, employees meet with a human resources representative. At this time the employee’s hire packet for completeness and secure signatures as necessary. They will reinforce key points, provide other information and answer any questions the employee may have prior to beginning their new position. One of these key points is reminding employees those who completed a direct deposit authorization form that their first two to three pay cycles a paper check mailed to the address they provide during on-boarding. Furthermore, they explain the pre-note process and how once it clears, it is then their pay will go direct deposited. It becomes their responsibility to keep the information current and will have the ability to change and update it once they login to the portal.

By now, I hope you are already laughing as much as I wished I could have at this very moment when you too realize she is in possession of her missing pay, via the paychecks. I remained calm as I ventured into an entirely new conversational situation and left having to find a way to inform her she has the checks in her possession. I knew informing her, I would need to remain professional and do it without making her feel belittled or stupid.

I calmly explained,

“On the bottom of the statement, you will see a fold, carefully pull apart the two seams where two sheets seemed to be glued together. On the bottom of your pay statement, right where she just pulled apart the two pieces is your actual paycheck.”

She acknowledged she did notice there was something on the bottom of the pay statement and wondered what it was and its purpose. I remained emotionally reserved just as how I explained how to gently tear it along the perforation, I told her to take it to her financial institution to cash or deposit it.

She quickly exclaimed and interjected,

“I’m not quite sure I understand what you mean by going to a financial institution to cash or deposit this part of the pay statement. Can you explain?”

I rarely use the term bank as the options for how people handle their finances are no longer the traditional banks of yesteryear. At this point, I reclaimed the lead of the conversation. I decided I slightly change the conversation and would introduce her to basic financial literacy. However; but before I did this, it was my turn for a question which I asked her for permission to ask.

“Do you mind, but now my turn, I have a question for you?”

Once given permission, I asked,

“How did your previous employer issue their pay?

Since she didn’t know any different, she answered confidently, as if our organization was the one doing something odd or different or as its called today, we are still “old-school” we do traditional checks and direct deposit.

“Prior to our first day starting work, they made us attend a mandatory new employee orientation. At this time, we were issued a debit card which carried a major credit card’s logo and financial backing. It was like a pre-loaded credit card because we could use it anywhere that credit cards were able to be used.”

I couldn’t but have to ask,

“If you needed cash, or pay your bills that didn’t use debit cards, how did you handle this?”

She gladly explained,

“We had the ability to be withdraw the balance of the entire card or even setup bill payments which would be processed by the company on our behalf. We just had to go to the company’s customer service desk when we were not working or on break and they would help us.”

As our conversation transpired quickly that particular Friday evening when I decided to take my last call, I kept thinking and looking for were hidden cameras in my office. I just kept thinking as if I were to be on a television episode of “Candid Camera” or “Kids Say the Darnedest Things”. Both coincidentally, originally aired decades before she was even born. I digress, once again.

She finished explaining to me, it was my turn and I shared with her,

“Our financial institution discontinued offering pay cards due to the Increased competition of pay cards. After much discussion and the weighing of the pros and cons, our leadership team opted to not look for a replacement but allow employees to research the many options and choose the one which best suits their needs. You can take it to our financial institution or you can take your paycheck (the one you just detached) to any one of the many check cashing stores in the area. Make sure you take your photo identification and one other form of identification with you.”

I insisted she take my phone number if they needed to verify the check. I felt it was my responsibility to warn her read everything carefully and understand the costs and conditions of having the check cashed at any of those locations and don’t be afraid to ask questions.

I concluded my leading the dialogue by asking her one last question.

“Just out of curiosity, how and where she got the routing and account numbers, to complete the direct deposit authorization form which you completed during onboarding?”

To my surprise, she stated at the new employee orientation, the previous employer distributed a wallet size card with both the routing and account numbers with an informational pamphlet outlining the terms and conditions of the card.

As we brought our nearly and hour and half call to a close, it was with my high hopes I helped her a gain a foundational understanding of financial literacy as well as become a better educated consumer.

In turn, she conveyed her gratitude for my patience in taking time to explain all that we discussed.

“Thank you, Mr. Kovacs, I mean, Robert for taking time on a late Friday afternoon for your time, your patience and you being a good steward for our organization. I appreciate you taking time to explain all that you did and teach me something new.”

At that very moment I felt sentimental of my days as a director of child care and summer camps and reminisced how my team and I impacted the lives of individuals in these programs. For a moment, I escaped being in the present and reflected back to those years. I felt the same nostalgic feelings as I did when I saw their growth over the season and was rewarded when a participant returned for another year in our programs. Early in my career, one of my mentors taught me early on; regardless of what your role is in the Y, you contribute to just one part towards the whole of to our mission driven organization. Albeit, this time was with a staff member and it all became apparent, even in my role as payroll administrator, I still play an active part of fulfilling the YMCAs mission.

In my many years working with children, I am more cognizant of my tolerance level of dealing with adults and find myself more often than not treating others the way I am treated. More often than I’d like to admit my sense of compassion and patience when dealing with adults is significantly less than I had when working with children. Most of the adults I face in my position as payroll administrator have an attitude reflecting it’s all about them and will not take responsibility for their own action or inaction. Even those requiring hand holding and simple explanations of a complex system of even the basics of payroll are quick to inform me it’s not their responsibility or the system didn’t work for them. However; on the rare occasion when someone makes a sincere effort, remains polite and is receptive to instruction and guidance, I typically go out of my way and attempt guiding them towards a resolution of their problems. I take satisfaction when I can help them take ownership of being a part of their own solution. I was fortunate this young lady was receptive towards my guidance and direction. It’s not often I get a someone younger who attentively listened and trusted this middle-aged man in helping her come to a resolution with her pay issue.

My turn, my spin, yes, a bit off topic, but not really, just my two cents and an opinion’s worth,

It’s not this young lady was ignorant or uneducated. Here’s my thoughts, she was a product of how today’s public education system is progressing towards the political agendas of what our elected officials think is appropriate at any given time. Its as they sway in the wind of whatever is politically acceptable and correct than focus on the ever-fading academics and life skills necessary to become a productive member of society.

While driving home from work an evening prior to my situation with this young lady, I scanned radio stations while driving home from work looking for something to capture my interest. Then I heard a radio talk show which was quite vocal harping negatively on when Governor Ron DeSantis signed a financial literacy bill in March 2022. They were quite adamant blaming he was not only an out of touch governor with realities and current times in our public schools but is regressing the Florida educational system back to the stone ages. This law placed a mandate for financial literacy be a high school course requirement for graduation. The radio show keyed in on the importance of expanding DEI (diversity, equity and inclusion) and other social agendas in our schools as opposed to wasting time with something as ridiculous as the financial literacy and increased academic requirements.

This new mandate left me with a smile and offered me hope of our politician’s using their positions to improve our education system and standards. As I look back to my own education through high school, I don’t recall any full classes focusing financial literacy or practical life skills. Some classes provided lessons in those areas; home economics introduced becoming an educated grocery shopper and those taking business education classes possibly provided more financial skills lessons. I can only hope we have more politicians like Governor DeSantis who put political agendas and partisan bias aside to perhaps help advance the United States in the academic rankings of the world and provide skills which will better equip them to becoming productive and more responsible adults. I was blessed and remain grateful my parents from an early age until I bought my first new car and my home provided me a great foundation and understanding of personal financial responsibility.

Rant over… back to my regularly scheduled programming…

Even with my many years working with children of all ages, and hearing some incredible stories they can share, I can say without a doubt, nothing comes close to some of the ones I hear from our employees and supervisors they tell me with a straight face how our payroll system is at fault for the situation they are in. Every time I think I heard the best story or situation or even excuse from one of them why something they did or didn’t do caused their pay to go awry, there is always that one story that will take the coveted first place blue ribbon. This story held on to be the one holding the rank of first for weeks. It has been the best one I have heard in a long time and stayed in first place for longer than most.

After enduring entirely stoic while they told their story, I mean situation, I do my best back to continue holding back any signs of emotion. Without much fanfare, I tell all staff, regardless of their positions, the payroll system is only as good as the information provided by a human being. Therefore, the system performed exactly to expectations and processed the information and produced the results expected based on information provided by a human being entered.

With each story, I mean situation, I find myself finally releasing a much-needed laugh or grabbing my head (not pulling my hair – as I already don’t have much) in frustration. Either way, once I think I have the winning call of the day, week or month, I excitedly jump at the chance of anonymously sharing these stories with my co-workers who I am the closest with.

This is where I would combine the expression of one of the ladies from the television show, “Golden Girls” with one of my favorite ones. Before I share a story, I would preface,

“Picture it friends, they’re all a bunch of yutzes. You know I can’t possibly make this crap up!”

After all, in the end, it’s all about the stories I hear in my daily grind in the world of payroll.

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