Covid therapy to kindness for burnout: E-commerce cos put staff care on top

The firms are continuing to prioritise employee well-being ranging from support for Covid treatment including hospitalisation to providing facilities for physical and mental health

At a time when India is facing various challenges on account of the Covid-19 pandemic, e-commerce firms including Flipkart are continuing to prioritise employee well-being with a range of measures. Walmart-owned Flipkart is extending its care and wellness initiatives to every single employee, including supply chain staff, across the country. It has recently announced updated policies, which are designed to not only address the needs of the present but also the future, for employees and their families.

Since the outbreak of the pandemic, Flipkart said it has remained agile and prioritized the safety of its employees. Safety, security and the implementation of important hygiene protocols on the ground helped put the right processes in place from the very beginning. In the past year, with the emphasis on wellness, it was imperative to have policies that ensure employees feel safe and secure.

“During the various phases of the pandemic, we looked at the bigger picture and tried to understand the different kinds of support needed by all employees,” said Krishna Raghavan, chief people officer, Flipkart. “Be it arranging quarantine facilities, support in hospitalisation or arranging timely medication - there was a range of needs that had to be addressed.”

One such initiative is ‘Suraksha’  where various facilities have been rolled out to lakhs of employees across the country. These include free online doctor consultations for supply chain employees and their families. It is offering Covid-related medical support such as hospitalisation and subsidised medicines. There is an option to avail, salary advance to meet emergency needs at any time. There is a no-cost 24x7 video and audio doctor consultation with support in 12 Indian languages across over 25 specialties. These include Covid related issues, gynaecology, pediatrics, and endocrinology. Important services such as medicines, lab tests,s and health packages are subsidized. The facilities also include free eye checkups and discounted benefits at select leading eyewear and fitness centers.

Employees can seek consultation on any physical or mental wellbeing issues that they or their families may have. “Along with this, we have partnered with many leading players to offer subsidised services such as medicines, lab tests and health packages for our employees,” said Raghavan.

All employees and their dependents are covered under an insurance program encompassing hospitalization expenses and home treatment for Covid-19. Flipkart wishmasters (delivery executives) are covered under medical insurance and personal accident cover, while Kirana delivery partners are covered under a Covid-19 insurance programme with a hospitalisation sum assured of up to Rs 50,000. The wishmasters are also covered under the Employee State Insurance Corporation and are offered other medical benefits.

There is a  ‘Coach with compassion’ programme for people managers, where they are made aware of the signs of burnout and anxiety. They are advised on the roles that they can play in helping people deal with stressful situations. There are also interventions for positive resilience to help people deal with stress and anxiety as an outcome of the spread of the pandemic in their personal circles.

“Employee wellbeing is one of the cornerstones of Flipkart’s culture,” said Raghavan. “The second wave of the pandemic has been difficult for all of us and we have remained committed to standing by and helping our employees tide through tough times.” 

Flipkart is also working with various hospital partners and local authorities to arrange for vaccinations for all employees across the country. Almost 60,000 employees had been vaccinated, across both the corporate and supply chain. With more drives underway, the plan was to vaccinate all employees, with 90 per cent covered by August 2021. This has been facilitated through on-site vaccination drives conducted in partnerships with leading hospitals. Flipkart is also committed to covering 100 per cent of vaccination costs for all employees.

The firm had also rolled out a  policy by introducing an unlimited medical insurance cover for its employees, thereby fully covering all medical expenses and cost of hospitalization, without employees paying any premium for it. This cover falls under the larger FlexBen policy that Flipkart pioneered in 2019. All introductions and enhancements are a result of an engagement survey conducted with employees, to understand their preferences. 

Raghavan said the post-pandemic world needs to address mental well-being in a proactive manner. This was key in Flipkart’s approach to make its policy absolutely relevant to the current times. “This past year has brought us closer together, through shared experiences, where we have all learned and leaned on each other,” said Raghavan. “With empathy, compassion, and constant communication, we have ensured the utmost support to our assets who matter the most - our people.”

In the past one year, millions of customers have been donating their Flipkart Supercoins points (they had earned as shopping loyalty rewards) on the app. This is enabling donations of PPE kits, oxygen cylinders, arrangement of ambulance services, donation of rations to families in need, distribution of hot meals, and support towards education needs. Over 1 billion Flipkart SuperCoins have been donated by consumers across the country. Flipkart has also recently donated 250 monitors and 180 ICU ventilators to 6 States across India.

Rival company Amazon has also been at the forefront of providing support to its employees and community in the country. It had introduced extensive safety measures along with other financial support initiatives. This includes comprehensive support mechanisms for employees including cost coverage for Covid-19 treatment, hospital search and coverage of prescribed Covid-19 tests. It also set up Amazon Relief Fund and Partner Support Fund for its operation partner network.

Amazon India’s ‘Covid Warriors’ are helping colleagues and the community with critical resources amid the medical emergency that has accompanied the country's second Covid-19 surge. At Amazon, employees have stepped up to help colleagues in need. This has turned into a full-fledged cause. 

A dedicated group of Covid Warriors are reaching out to offer aid and collaborate across the country to support those who require urgent medical help. The team works round the clock and directly with HR and Benefits teams to support colleagues, their families, and friends. They are helping to find hospital beds, ambulances, and isolation centres. They are also addressing queries on claims, insurance, leave, and salary advances. The group now spans many cities and is made up of over a thousand volunteers, with a plan to offer support in additional cities. These city bands work together to ensure a coordinated response for those in need across cities.

Amazon employs almost 100,000 workers in India directly, including tens of thousands of employees in the many global technology teams based out of Bengaluru. The firm has come up with a concept called ‘listening circles’ where people can share with their peers about what they are going through.