WTC Disaster - Transition to Family Relationship Management

fyi
10/22/2001 08:49 PM

---------------------- Forwarded by Bradley E=20
Morrow/NYC-NY/US/Marsh/MMC on 22 Oct 2001, 20:49 Monday=20
---------------------------

Patricia A Martucci
22 Oct 2001, 09:46 Monday

To:=09Bradley E Morrow=20
cc:=09 =20
Subject:=09WTC Disaster - Transition to Family Relationship=20
Management

fyi

---------------------- Forwarded by Patricia A=20
Martucci/NYC-NY/US/Marsh/MMC on 9 Oct 2001, 15:07 Tuesday=20
---------------------------
From Edward J Taylor on 9 Oct 2001, 14:45 Tuesday
To:=09janet tiffin; jennifer bookman; Bishop Tomrad boersig; steve=20
salzman; James DiRobbio (more below)
cc:=09 =20
Subject:=09WTC Disaster - Transition to Family Relationship=20
Management

FYI

---------------------- Forwarded by Edward J Taylor/NYC-NY/US/Marsh/MMC=20
on 9 Oct 2001, 13:29 Tuesday ---------------------------

Sally Bott
5 Oct 2001, 18:08 Friday
To:=09Ellen Clarke; Roger E Egan; Gary Gatewood; Gerald Frick;=20
Daniel Jones (more below)
cc:=09Mary P Borba; MaryJane Devlin; Judith Eidenberg; Joseph=20
Grant; Brian W Goshen (more below)=20
Subject:=09WTC Disaster - Transition to Family Relationship=20
Management

This important message will appear in the upcoming Operations Update.

MMC is committed to assisting the families of our colleagues through=20
this most difficult time. We want to make sure that they are aware of=20
all the programs and services the Company is providing and that they=20
fully understand the benefits to which they are entitled, as well as=20
other benefits that may be available through outside agencies. In=20
reviewing the most effective way to continue serving the families=20
affected by the September 11th disaster, we have made the decision to=20
move to a family relationship management approach. Our priority in=20
moving forward is to ensure that we provide the families with the best=20
one-on-one assistance and the best information possible.

Family Relationship Management
To that end, we have engaged Right Management Associates (Right) to=20
work with us as our Family Relationship Managers. Reginald McQuay, a=20
Marsh Senior Vice President, will manage this program as the main=20
interface between Marsh and Right=01,s counselors to guide this important=
=20
process. All of the Family Relationship Managers have substantial=20
experience in Human Resources, and we feel they will represent us well=20
as we help the families move forward. Additionally, Right has worked=20
with Marsh over the last several years and, therefore, knows our=20
organization well.

We are already moving quickly to transition to this process. The=20
Family Relationship Managers have participated in detailed orientation=20
and training sessions, acquainting themselves with MMC=01,s benefits,=20
legal, communication and policy issues. Each of the families will be=20
contacted within the next week by the Family Relationship Managers =20
representing Marsh; in this way the transition will be as transparent=20
as possible to the families. In addition, a letter will be sent to=20
each family's primary contact this week, providing them with the name=20
and phone number of their Relationship Manager.

One important point that you need to be aware of concerns the =01&primary=
=20
contact=018 for each family. We have been working with the MMC Benefits=20
and Legal Departments to determine whom the appropriate family contact=20
for all matters should be as we move forward. Please keep in mind that=20
this individual may not always be the person with whom you have had=20
contact. We are trying to ensure that the detailed financial and=20
benefit information is only provided to the family members who should=20
have it.=20

Additional Counseling
We will also be offering Survivor Support Financial Counseling to the=20
primary contact through the Ayco Company. Ayco counselors will provide=20
detailed information on survivor benefits and will also be arranging to=20
meet personally with each of the families. This will follow issuance=20
of the benefit summary statement, which is scheduled to be distributed=20
during the week of October 15. Ayco counselors will be coordinating=20
their efforts with the Family Relationship Managers as well.

In addition, we have expanded the Employee Assistance Program (EAP) for=20
one year for the families. This will provide access to counselors who=20
are skilled in grief and trauma situations.

Your Role As A Manager
We recognize that in many instances Marsh managers have had long=20
relationships with the various families. Although it is important to=20
maintain those contacts and continue to provide emotional support, it=20
is equally important that you begin to transfer the responsibility for=20
information dissemination and management to the Family Relationship=20
Managers. To this end, we are asking that you allow the Family=20
Relationship Managers to facilitate the contact with all Marsh services=20
and that you do not provide direct referrals to services, promise any=20
additional services or become the intermediary in resolving the=20
families=01, issues.=20

Please keep us informed of your contact with any of the families since=20
this information can be helpful to Family Relationship Managers. To=20
help facilitate this, we have attached a call log to capture important=20
information from both past conversations and any particulars that may=20
arise in the future. Please forward these logs to Reg McQuay at 1166=20
Ave. of the Americas, 43rd floor (reginald.a.mcquay@marsh.com).=20

This Family Relationship Management Program will provide the best=20
possible support for our colleagues=01, families as they move forward=20
during this difficult time. If you have any further questions please=20
call me or your HR manager, and help us by distributing this memo to=20
other managers who need to know this information.

Thank you for your cooperation.

Sally Bott

To:=09Ellen Clarke/NYC-NY/US/Marsh/MMC@MMC, Roger E=20
Egan/NYC-NY/US/Marsh/MMC@MMC, Gary Gatewood/NYC-NY/US/Marsh/MMC@MMC,=20
Gerald Frick/NYC-NY/US/Marsh/MMC@MMC, Daniel=20
Jones/LON/GB/Marsh/MMC@MMC, Bob Khanna/NYC-NY/US/MMC/MMC@MMC, Claude Y=20
Mercier/NYC/Seabury@Seabury, Heidi Miller/NYC-NY/US/Marsh/MMC@MMC,=20
Joseph Salerno/NYC-NY/US/Marsh/MMC@MMC, John=20
Sinnott/NYC-NY/US/Marsh/MMC@MMC, Robert J=20
Solomon/NYC-NY/US/Marsh/MMC@MMC, Walter S=20
Tomenson-Jr/NYC-NY/US/Marsh/MMC@MMC, Sal Zaffino/NYC/GUYCARP@GUYCARP,=20
Stephen L Matanle/LON/GB/Marsh/MMC@MMC, Thomas=20
Vietor/NYC-NY/US/Marsh/MMC@MMC, Chris M=20
Treanor/NYC-NY/US/Marsh/MMC@MMC, Steven Pires/NYC-NY/US/Marsh/MMC@MMC,=20
Fred L Packer/NYC-NY/US/Marsh/MMC@MMC, Thomas L=20
Elliott/NYC-NY/US/Marsh/MMC@MMC, John Chippindale/TOR/CA/Marsh/MMC@MMC,=20
Sheldon Rankin/TOR/CA/Marsh/MMC@MMC, Michael P=20
Golden/NYC-NY/US/Marsh/MMC@MMC, Peter F Garvey/SFO-CA/US/Marsh/MMC@MMC,=20
William Choate/CHR-NC/US/Marsh/MMC@MMC, James=20
Meathe/CHI-IL/US/Marsh/MMC@MMC, Thomas G Leahy/NYC-NY/US/Marsh/MMC@MMC,=20
Philip V Moyles/NYC-NY/US/Marsh/MMC@MMC, Robert=20
Pietrucha/NYC-NY/US/Marsh/MMC@MMC, Edward J=20
Taylor/NYC-NY/US/Marsh/MMC@MMC, George F Mikes/NYC-NY/US/Marsh/MMC@MMC,=20
Quill O Healey/ATL-GA/US/Marsh/MMC@MMC, Philip F=20
Petronis/NYC/GUYCARP@GUYCARP, Patricia=20
Hagemann/NYC-NY/US/Marsh/MMC@MMC, Dominic F=20
DAdamo/NYC-NY/US/Marsh/MMC@MMC, Christopher F=20
Murphy/NYC-NY/US/Marsh/MMC@MMC, Lloyd C Reid/DAL-TX/US/Marsh/MMC@MMC
cc:=09Mary P Borba/NYC-NY/US/Marsh/MMC@MMC, MaryJane=20
Devlin/NYC-NY/US/Marsh/MMC@MMC, Judith=20
Eidenberg/NYC-NY/US/Marsh/MMC@MMC, Joseph=20
Grant/NYC-NY/US/Marsh/MMC@MMC, Brian W Goshen/SNG/SG/Marsh/MMC@MMC,=20
Kathryn Komsa/NYC-NY/US/Marsh/MMC@MMC, Laurie=20
Ledford/NYC-NY/US/Marsh/MMC@MMC, Mary Richards/LON/GB/Marsh/MMC@MMC,=20
Colleen Ryan/NYC-NY/US/Marsh/MMC@MMC, James=20
Rush/NYC-NY/US/Marsh/MMC@MMC, Trevor Saving/LON/GB/Marsh/MMC@MMC, Lynn=20
Sochon/NYC-NY/US/Marsh/MMC@MMC, Gail StGermain/TOR/CA/Marsh/MMC@MMC,=20
Arlene Vaquer/NYC/GUYCARP@GUYCARP, rex.g.anderson@seabury.com@internet,=20
Marybeth A Broderick/NYC-NY/US/Marsh/MMC@MMC, Joan=20
Stokey/ATL-GA/US/Marsh/MMC@MMC, Thomas L Terry/HOU-TX/US/Marsh/MMC@MMC,=20
Anne Mersereau/PTL-OR/US/Marsh/MMC@MMC, Rebecca J=20
Merritt/LOS-CA/US/Marsh/MMC@MMC, Richard M=20
Mikulak/NYC-NY/US/Marsh/MMC@MMC, Novella=20
Lockett/CLE-OH/US/Marsh/MMC@MMC, Kathrine Hoien/MIN-MN/US/Marsh/MMC@MMC=20
From:=09Sally Bott/NYC-NY/US/Marsh/MMC

To:=09janet tiffin, jennifer bookman, Bishop Tomrad boersig, steve=20
salzman, James DiRobbio/NYC-NY/US/Marsh/MMC@MMC, john nasisi, Dennis=20
Richter/NYC-NY/US/Marsh/MMC@MMC, paul portacio, lophney knight,=20
Patricia A Martucci/NYC-NY/US/Marsh/MMC@MMC, kevin hoffman
cc:=09=20
From:=09Edward J Taylor/NYC-NY/US/Marsh/MMC

To:=09Bradley E Morrow/NYC-NY/US/Marsh/MMC@MMC
cc:=09=20
From:=09Patricia A Martucci/NYC-NY/US/Marsh/MMC