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COVID-19 Return to Work Plan

Bureau of State Lottery

REV 6/09/2020

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Table of Contents

Plan Overview ................................................................................................................................. 3 Screening & Policies for employees exhibiting signs symptoms of COVID-19 ............................... 3 Handwashing .................................................................................................................................. 4 Respiratory Etiquette ...................................................................................................................... 4 Social Distancing ............................................................................................................................. 5 Cleaning, Disinfection and Ventilation ........................................................................................... 6 Communication & Training ............................................................................................................ 6 Lottery Risk Assessment (COVID-19) .............................................................................................. 7 Lottery Return to the Workplace Employee Guidelines ............................................................... 10 Claim Center Operations COVID-19 .............................................................................................. 16 Infectious Disease Prevention Tips ............................................................................................... 23 Certification of Readiness to Return Employees to the Workplace ............................................. 25

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Plan Overview The Michigan Bureau of State Lottery (Lottery) is committed to providing a safe and healthy

workplace for all our employees, vendors, and customers. As part of this effort, we have

developed the following COVID-19 Return to Work Plan in response to the COVID-19

pandemic. All Lottery employees have a role to play in implementing this plan. Our goal is to

mitigate the potential for transmission of COVID-19 in our workplaces and communities,

and that requires the full cooperation of all Lottery employees.

Management and staff are responsible for implementing and complying with all aspects of

this COVID-19 Return to Work Plan. Lottery’s managers and supervisors have our full

support in enforcing the provisions of this policy.

Our COVID-19 Return to Work Plan follows the Centers for Disease Control and Prevention

(CDC), Michigan Department of Health and Human Services (MDHHS) guidelines, and

Michigan Occupational Safety and Health Administration (MIOSHA) standards, and the

Governor’s Executive Orders relating to COVID-19, and addresses:

• hygiene and respiratory etiquette;

• engineering and administrative controls for social distancing;

• cleaning, disinfecting, decontamination and ventilation;

• prompt identification and isolation of sick persons;

• communications and training that will be provided to managers and workers;

• management and supervision necessary to ensure effective implementation of the plan;

and

• communications and instructions for Lottery customers and visitors including website

notifications, claim center signage, a visitor health screening form and questionnaire for

all scheduled appointments.

Screening and policies for employees exhibiting signs and symptoms

of COVID-19

Employees have been informed of and encouraged to self-monitor for signs and symptoms of

COVID-19. The following policies and procedures are being implemented to assess workers’

health status prior to entering the workplace and for workers to report when they are sick or

experiencing symptoms.

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• Lottery employees will be provided self-screening questionnaires prior to the initial

return to work. Employees will be responsible for reporting if they have COVID-19

symptoms. This screening is applicable to all Lottery employees and contractors working

within a Lottery office and requested after employees’ initial return to work.

• An employee that is sick or experiencing COVID-19 symptoms may not report to the

office and must report their absence to their supervisor the following standard illness

reporting process.

• If an employee develops symptoms while at work, they are to immediately contact their

supervisor and leave the worksite for the day.

Lottery has implemented leave policies that promote workers staying at home when they are

sick, when household members are sick, or when required by a health care provider to

isolate or quarantine themselves or a member of their household. All employees have been

provided information on the new benefits included in the Families First Coronavirus

Response Act: Emergency Paid Sick Leave (EPSL) for certain COVID-19 related absences and

FMLA leave for qualifying childcare needs caused by the COVID-19 health emergency.

Accommodations for workers with underlying medical conditions or who have household

members with underlying health conditions will be provided. Employees will work with the

Lottery Human Resources Director on accommodations and plans.

Lottery has also implemented a policy for informing workers if they have been exposed to a

person with COVID-19 at their workplace and requiring them to quarantine for the required

amount of time. In the event of exposure, the employee will be notified of the exposure by

Human Resources.

Resources:

• How Employees Are Notified When a COVID-19 Positive Test is Reported

• Employee FAQ

• Supervisor and Manager FAQ

• FFCRA and EPSL

Handwashing

Basic infection prevention measures are being implemented at our workplaces at all times.

Workers are instructed to wash their hands for at least 20 seconds with soap and water

frequently throughout the day, but especially at the beginning and end of their shift, prior to

any mealtimes and after using the bathroom. All employees will be provided with an

infectious disease prevention tips document prior to returning the office. The document

includes a link to a CDC video on effective handwashing. Signage will be placed in

numerous places throughout each facility where employees and customers can easily see

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them.

Employees that work in the regional claim centers and the district sales representatives that

work out in retail locations will also be provided with hand sanitizer (of greater than 60%

alcohol) to disinfect their hands in between hand washing.

Respiratory etiquette: Cover your cough or sneeze

Employees, customers, and visitors will be instructed to cover their mouth and nose with

their sleeve or a tissue when coughing or sneezing and to avoid touching their face, in

particular their mouth, nose and eyes, with their hands. They should dispose of tissues in

provided trash receptacles and wash or sanitize their hands immediately afterward.

Respiratory etiquette will be demonstrated on posters and supported by making tissues and

trash receptacles available to all workers, customers and visitors. Signage will be placed in

numerous places throughout each facility where employees and customers can easily see

them.

All employees will be provided with an infectious disease prevention tips document prior to

returning the office. This document includes reminders on covering a cough or sneeze.

Social distancing

Social distancing of six feet will be implemented and maintained between employees,

customers, and visitors in the workplace through the following engineering and

administrative controls:

• Remote work will continue for at least the next 60 days for those staff that are not critical

to the on-premises claim center operations and on-premises sales representation that

support our customers.

• When claim center operations resume June 12, 2020 customers will have the option to

schedule an appointment, drop off claims materials, or mail in claim materials. This will

customers with greater control and choice over interaction with the Lottery and potential

exposure. Additionally, these options will reduce potential exposure by limiting the

number of people in a claim center at any given time.

• All regional claim centers have had four-foot high counter length sneeze

guards/plexiglass shields constructed and installed to increase protections between the

customers and the claim center staff.

• All staff will have cloth masks and other voluntary Safety Supplies/Personal Protective

Equipment (PPE) provided to them and have guidelines telling them how to use the

supplies most effectively.

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• PPE will be provided for the protection from COVID-19 appropriate to the exposure risk

associated with the job following the CDC and OSHA guidance and in accordance with

the latest COVID-19 executive orders.

• Claim centers will provide a pen for each customer to use and take with them when they

are done completing their forms.

• New, plastic clipboards have been procured for all claim centers. Claim center staff will

disinfect the clipboards between each user.

• All counters will be cleaned and disinfected between each claimant to minimize the

spread of germs.

• Signage will be posted throughout the facilities reminding staff and customers to

maintain six feet between one another. Floor markings will be added to demonstrate

where individuals should stand and/or chairs will be placed to maintain effective social

distancing.

• Extra chairs will be removed from all common areas and conference rooms to limit the

number of individuals in a confined space.

• Conference rooms will have new signs posted specifying the maximum number of people

allowed to maintain effective social distancing.

• Elevators and elevator lobbies will have signage posted specifying the number of people

allowed in each car and elevator waiting area.

• All employees will receive new written office guidelines that detail the requirements for

social distancing in the workplace including: no office parties/potlucks, video/phone calls

in place of face-to-face meetings, no congregating in common spaces, wearing masks,

vehicle sharing, and general best practices.

• For those employees that need to return to the office for work, their workspaces will be at

least six feet apart and the staff will alternate days in the office to provide the needed

support. Employees will be responsible for cleaning and disinfecting their workspaces on

a frequent basis and before and after use of drop-in workspaces to minimize the spread of

germs.

• Employees may be asked to clean and disinfect high touch areas and shared equipment.

• Community copiers will have disinfecting spray and paper towels placed next to them

and all staff will be instructed to clean the copier after they have finished using the

equipment. Signage will be placed in the area with instructions for cleaning and

disinfecting the equipment between users.

Cleaning, disinfection, and ventilation

Regular housekeeping practices are being implemented in the work environment, including

restrooms, breakrooms, conference rooms, lobbies, and common areas. Frequent cleaning

and disinfecting will be conducted in high-touch areas, such as door controls, door handles,

elevator panels, railings, surfaces in breakrooms, bathrooms, and copy machines.

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In State-managed buildings, the Department of Technology, Management and Budget

(DTMB) will manage the coordination of cleaning and disinfecting activities. Regulated

waste is placed in containers which are closable, constructed to contain all contents and

prevent leakage, appropriately labeled or color-coded (see Labels), and closed prior to

removal to prevent spillage or protrusion of contents during handling. This activity will be

conducted by an approved DTMB service provider.

In leased facilities, DTMB will manage the coordination of cleaning and disinfecting

activities by adding appropriate cleaning services to the lease terms.

Appropriate and effective cleaning and disinfectant supplies have been purchased and are

available for use in accordance with product labels, safety data sheets and manufacturer

specifications and are being used with required personal protective equipment for the

product. Sanitizing spray and cleaning wipes will be used to clean counters, chairs,

clipboards and other office equipment. As determined by DTMB, the maximum amount of

fresh air is being brought into the workplace, air recirculation is being limited and

ventilation systems are being properly used and maintained.

Communications and training

This COVID-19 Return to Work Plan will be communicated by email to all employees and

posted on the agency shared drive and necessary training will be provided prior to their

return to the work site. Employee Health Screening and Supervisor Checklist will be signed

for each employee upon their return to the work site. Additional communication and

training will be ongoing as updates occur and through agency-wide messaging. New

employees will also receive this information upon hire and/or transfer within the agency.

Customers and visitors will be advised not to enter the workplace if they are experiencing

symptoms or have contracted COVID-19. Communication will occur on the

MichiganLottery.com website, social media, and as specific appointments are scheduled.

Managers and supervisors are to monitor how effective the program has been implemented

by frequently reviewing this information at staff meetings, ensuring signage remains in the

work areas and other administrative measures and provide this information to the Deputy

Commissioner of Administration. Employees, managers and supervisors are to work through

this new program together and update the training as necessary. This plan will be updated as

necessary.

Certified by:

Kristi LB Thompson Deputy Commissioner of Administration

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Lottery Risk Assessment (COVID-19)

Conducted By: Lucy Kish, Lottery Health & Safety Coordinator Date: 5/20/20

Questions:

1. What is the hazard? Exposure to Covid-19 from employee or taxpayer (e.g., exchange of

currency, correspondence)

2. What is the likelihood I could be exposed to the hazard and at what frequency?

3. What is the potential level of injury if exposed?

Considerations:

1. Transmission: The virus that causes COVID-19 is thought to spread mainly from person

to person, mainly through respiratory droplets produced when an infected person coughs

or sneezes. These droplets can land in the mouths or noses of people who are nearby or

possibly be inhaled into the lungs. Spread is more likely when people are in close contact

with one another (within about 6 feet). https://www.cdc.gov/coronavirus/2019-

ncov/hcp/clinical-criteria.html

2. Close Contact Definition: Close contact is defined as a) being within approximately 6

feet (2 meters) of a COVID-19 case; close contact can occur while caring for, living with,

visiting, or sharing a healthcare waiting area or room with a COVID-19 case – or – b)

having direct contact with infectious secretions of a COVID-19 case (e.g., being coughed

on).

https://www.cdc.gov/coronavirus/2019-ncov/hcp/clinical-criteria.html

Definitions

1. Hazard: This can be work materials, equipment, work methods or practices – that

has the potential to cause harm.

2. Risk: Is the chance, minimal, low, medium, high or extreme, that somebody may be

harmed by the hazard.

3. Likelihood of Occurrence: The likelihood and frequency of exposure to hazard.

4. Severity of Consequences: The potential level of injury due to a hazard.

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Activity Minimal Low Medium High Extreme Mitigation

Standard

Activity in

workplace

(general office

environment)

X

Score: 7

Workspace spacing, potential barrier,

practice social distancing, wear mask if

medically tolerable or when social

distancing cannot be maintained,

voluntary glove use, frequent hand

washing and use of hand sanitizer.

Voluntary medical screening stations,

routine cleaning.

Standard

Activity in

workplace (mail

room)

X

Score: 8

Practice social distancing, wear mask if

medically tolerable or when social

distancing cannot be maintained,

voluntary glove use, frequent hand

washing and use of hand sanitizer.

Voluntary medical screening stations,

routine cleaning.

Claim Centers

(public

interaction in

enclosed

building)

X

Score: 11

Glass barrier, practice social distancing,

wearing a mask is mandatory if

medically tolerable, voluntary glove use,

frequent hand washing and use of hand

sanitizer. Limit customers in lobby to 1

per 6 sq. ft. area. Clean customer

counter after use.

Sales Reps,

Face to Face

with Retailers

(public

interaction in

enclosed

buildings)

X

Score: 12

Limit interaction, practice social

distancing, wearing a mask is

mandatory if medically tolerable,

voluntary glove use, frequent hand

washing and use of hand sanitizer.

Inspectors,

Investigators,

Face to Face

with Taxpayer

(public

interaction in

enclosed

buildings)

X

Score: 12

Limit interaction, practice social

distancing, wearing a mask is

mandatory if medically tolerable,

voluntary glove use, frequent hand

washing and use of hand sanitizer,

Traveling only if required to resolve

investigation.

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Full-time, part-time, temporary, contract and per diem employees are covered by the standards. The provisions of the standards will be met for these employees.

Drawing

Managers,

(public

interaction with

TV studio staff)

X

Score: 12

Limit interaction, practice social

distancing, wear mask if medically

tolerable, voluntary glove use, frequent

hand washing and use of hand

sanitizer,

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Lottery Return to the Workplace Employee Guidelines

PURPOSE

This document provides the Lottery process and policies for employees to return to onsite

work activities.

OVERVIEW

Lottery will implement a phased return to work plan that safely transitions staff back into

Lottery offices while maintaining virus reduction efforts in accordance with CDC Guidelines.

This document along with the Infectious Disease Prevention Tips document provides

guidance to staff on methods of operating in the environment with an active threat of

COVID-19 exposure.

By providing employees with guidelines for safe and healthy work practices, including social

distancing and self-monitoring, we will be able to minimize the risk of exposure and spread

of the virus. It is the responsibility of all employees to follow the guidelines.

MOVE IN ROLL-OUT PLAN

Lottery staff will return to the worksites in a phased approach.

• Phase 1: Level One Employees. These employees provide necessary in person services

both at the Lottery work site and a remote work site. They include District Sales Reps

(DSR’s), some Charitable Gaming staff and Drawing Managers. They will return to their

work site and resume operations when the Executive Orders expire or are lifted. District

Sales Representative and Drawing Managers will resume normal operations as soon as

the Exposure Control and Return to Work/Preparedness Plans are approved by OSE.

o DSR’s will begin making in-person visits to retail locations where there is a

critical need. DSR’s and their Managers will prioritize locations for in-person

visits and the remaining locations will be contacted via phone, email, etc.

o DSR’s will be staggered for times in the Lottery regional offices to support the

Claim Center and to pick up supplies from their warehouse. Sales Management

will develop the schedule that supports this effort. In offices where there are not

desks assigned to each DSR, the DSR must clean and disinfect the workspace

prior to beginning work.

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o When not visiting retail locations or assisting in the regional office, DSR’s will

continue to utilize their home offices.

o Drawing Unit staff will continue to perform their responsibilities at WDIV. If

time is needed in the Lottery office in Sterling Heights, they will coordinate their

office time to ensure social distancing is maintained.

o Charitable Gaming staff will resume in-office work as necessary to support

licensing and inspection efforts. Inspectors will begin inspections at license

holder locations as events resumes. When in-person work is not necessary to

support licensing and inspections, CG staff will continue to work from their home

offices.

• Phase 1: Level Two Employees. These employees work in areas that support prize

payments to players and include staff working in Claim Centers, Regional Sales

Manager’s, Public Relations, Accounting, Security, and IT. They will return to their

work site and resume daily operations when the Executive Orders expire, or the

Office of State Employer approves reopening plans. Specific dates will be provided

once they are known.

o Lottery Department Services will coordinate with business areas in Lottery

Central, based on a move-in priority roster. The team will assist with scheduling

to reduce congregation of staff at entrances and elevators as they attempt to move

back into their individual workspaces.

o In order to maintain appropriate social distancing in each work area, Managers

will develop a rotation schedule for staff in their specific work area

(alternating days or hours).

o Claim Centers will have a detailed reopening plan and the Managers in each

region must review the protocols and prepare the office in advance of June 12th

or later reopening.

• Phase 2: Level Three Employees. These employees are working remotely can continue

to operate remotely for up to 90 days. They work in Executive, Administration, Retailer

Services, Digital Gaming, Human Resources, Marketing, and Sales Administration. They

will continue to work remotely for the next 30 days at which time the work operations

will be re-assessed and return to worksite plans developed.

o When these employees need to be in the office to facilitate work requirements,

they will coordinate those visits with their Manager, however, they will minimize

onsite work where possible.

o A phased-in schedule to return these employees back to the office will be

developed at a later date.

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Equipment Return

• All equipment that was used outside of the Lottery offices must be cleaned and

disinfected prior to return to the building. Employees and their supervisor must

complete the Lottery Supervisor Checklist (found at the end of this document and on

J:\Covid-19 Resources) prior to returning to the office.

• Guidelines for disinfecting equipment are:

o Clean electronic equipment using a disinfecting wipe or disinfecting solution

sprayed on a paper towel or clean cloth.

o Do not spray disinfection solution directly on the equipment

o Additional details and guidelines can be found here:

https://www.cdc.gov/coronavirus/2019-

ncov/community/organizations/cleaning-disinfection.html

• Supervisors are responsible for the equipment assigned to their staff and must verify

that all equipment is returned to the office when their staff returns to onsite

activities.

o Supervisors will complete the Supervisor Checklist for each employee as they

return to the office.

• IT equipment must be checked in with Paula Tiedt upon return to the office.

HEALTH & SAFETY General Office Guidelines

• Social Distancing

o Social Distancing guidelines will continue to be enforced for all onsite

activities. Seating in gathering areas will be limited and appropriate distance

from other individuals must be maintained. This includes:

▪ Respect co-worker’s workspace. Do not touch or use the equipment

provided to an individual employee.

▪ Phone calls/Teams meetings will be utilized instead of face-to-face

discussions/meetings where possible.

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▪ If meetings must be face-to-face, allow appropriate distancing between

seats at the conference table. Conference rooms will have chairs

removed and markings placed on the floor to indicate the appropriate

distance between individuals. Signs will be posted stating the

maximum number of people allowed in the room at any given time.

▪ Limit the number of people in an elevator at one time. Signs will be

posted and markings placed on the floor to indicate the appropriate

distance between individuals. Signs will be posted stating the

maximum number of people allowed in the elevator and elevator

lobbies at any given time.

o Gatherings

▪ Work area potlucks/bagel days are not authorized at this time. Future

guidance will be provided when this restriction is released.

▪ Employees are not to share state owned vehicles at this time. Where

vehicles are used by multiple people, the vehicle must be

cleaned/disinfected after each use focusing on the high touch areas

(steering wheel, handles, knobs, controls, etc.)

o Restroom Etiquette

▪ No more than two individuals allowed in the restrooms at any given time.

When using the sinks, leave an open sink in between two people where

possible.

o Employees are asked to self-monitor their compliance with this

capacity limit.

▪ Guidance on effective handwashing found in the “Return to Work

Infectious Disease Prevention Tips” document must be observed.

• Cleaning and Disinfecting

o Employee Work Area Responsibilities: Employees will wipe down work areas

thoroughly at the beginning and end of each shift using the provided cleaning

wipes/disinfecting spray. Areas to be cleaned include keyboards, counter tops,

computer mice, laminated protocol reference sheets, door handles, restroom

handles and critical surfaces, chair arm rests and any other relevant surfaces that

may have been exposed to the operator’s germs.

o Department Services will provide supplies for employees to clean their work

areas. Each work area will receive the following (based on availability):

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▪ Disinfecting spray cleaner or disinfecting wipes

▪ Paper towel

▪ Hand sanitizer (of greater than 60% alcohol)

▪ Non-Surgical Gloves (upon request)

o Due to the high demand for cleaning supplies and safety supplies, all requests

must go through Lucy Kish.

o Employees are to clean all shared equipment after each use. This includes

shared copiers/printers, phones, computers, etc.

o Claim center procedures for regular cleaning and disinfecting are outlined in a

separate document.

• Cloth Facemasks

o All staff will be provided with a cloth facemask for use at work.

o Visitors to Lottery will be expected to provide their own face covering. In the

event an individual does not have a face covering, a disposable face mask will

be provided.

o Staff may bring in their own cloth face covering if they prefer but it must be

suitable for the work environment.

o Staff that work with the public must wear a face covering.

▪ Staff must contact Human Resources if there is a medical or other issue

as to why a mask cannot be worn.

o Staff in offices that do not meet with the public do not need to wear masks if

they so choose.

▪ Tissues will be available throughout the building for staff and visitors to

use to cover a cough or sneeze

o Cloth facemasks should be hand washed and dried each night.

• Disposable Gloves

o Gloves are not recommended unless you are disposing after every use/touch

point; the employer has provided hand sanitizer for this purpose.

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o All DSR’s and Claim Center staff will be provided with the option to use

disposable gloves while at work.

▪ Employees that choose to use gloves must only use for a single task and

then dispose of the gloves.

o Gloves will be available upon request to staff that regularly handle mail or feel

they are needed in their day-to-day work activities.

▪ Employees that choose to use gloves must only use for a single task and

then dispose of the gloves.

o Employees that utilize the gloves must be aware of cross contamination.

▪ Gloves should be treated as an extra layer of skin and not used to

complete a variety of tasks throughout the day.

▪ Gloves are for use for the duration of completing a task and should then

be discarded and hands washed to minimize spreading germs from the

gloves to other items.

▪ Do not pick up personal items until after you have removed the gloves

and washed your hands as this could allow germs to spread.

Human Resources • Health Screenings

o Lottery employees will be provided self-screening questionnaires prior to the

initial return to work. Employees will be responsible for reporting if they have

COVID-19 symptoms. This screening is applicable to all Lottery employees

and contractors working within a Lottery office and requested after

employees’ initial return to work.

• COVID-19 Positive Procedures

o If you learn of a positive result from COVID-19 testing for yourself, a family

member, or someone you live with, you MUST report this to the Lottery

Human Resource (HR) director, Donna Wilson.

o To ensure that confidentiality is maintained, work directly with Donna

Wilson.

o If an employee is confirmed to have COVID-19, they may not report to the

worksite.

• Employee Illness

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o Employees who feel sick or have symptoms of acute respiratory illness may

not report to the worksite.

o If you develop symptoms while at the worksite, talk with your manager and

then leave for the day.

• Vulnerable Staff

o If you belong to one of the at-risk groups, please work with directly with

Human Resources on the appropriate approach and plans for returning to the

work site.

• It is natural to experience increased stress, anxiety or feelings of loss. The Employee

Service Program (ESP) is available to assist you and your eligible family members. ESP

counselors can talk with you by phone or video meetings and have a variety of stress

management and wellness resources. To speak confidentially with a counselor, contact

the Employee Service Program at 800-521-1377 or email MCSC-ESP@michigan.gov to

request a video meeting.

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Reopening Michigan Lottery Claim Centers COVID-19 Precautions

Personnel Precautions

• Employees shall not report to work if they have fever, cough, or shortness of

breath, and will notify supervisor/HR immediately if symptoms arise.

• Lottery will supply cloth face-masks to staff and require one be worn at all times.

o Staff must contact Human Resources if there is a medical or other issue as

to why a mask cannot be worn.

• Lottery will supply tissues throughout the buildings for staff and visitors to use to

cover a cough or sneeze

• Lottery will supply gloves to staff and strongly encourage them to wear gloves

while handling and processing all claims and/or encourage staff to sanitize and

wash hands frequently to prevent the spread of germs.

• Lottery will supply employees with CDC COVID-19 training, fact sheets, and

handwashing information.

• All staff must practice social distancing with coworkers and claimants.

• When possible, staff will assist claimants from behind plexiglass sneeze guard.

• Staff will be advised not to lean/reach over the counter. Staff to advise the same to

claimants and will maintain at least six feet of separation from others.

• Staff should not handle claimant ID or social security card, if possible, but ask to

view them while they are placed on the counter. For drop off claims, claims of

$50,000 or more, or needs research claims, staff will utilize clear zip lock bags to

collect materials for duplication or review.

• Lottery will mark spaces inside of the claim centers to ensure that all individuals

are at least six feet apart.

• Staff will be advised to step back from counter after retrieving completed

paperwork from claimant.

Claimant & Facility Precautions

• Lottery will offer claimants three ways to redeem winning tickets for prizes.

Claimants may:

o Schedule an appointment to redeem tickets at a claim center and have a

check printed for any prize awarded;

o Drop-off paperwork and tickets outside the claim center, preferably while

remaining in vehicle, and receiving check in the mail;

o Mailing paperwork and ticket to Lottery for processing and receiving

check for any prize awarded in the mail.

• Lottery will clearly mark six-foot transaction areas between claimants at counters

or tables in each claim center lobby.

• Lottery will dedicate two hours, three days per week at each office for

appointments to assist only vulnerable populations, which includes people over

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60, pregnant women, and those with chronic conditions like heart disease,

diabetes, and lung disease.

o Dedicated service hours are from 7:45AM – 9:45AM Monday ,

Wednesday and Friday.

• Staff will monitor claim-center entrances and control occupancy of claim-center

lobbies at all times.

o Only individuals with a scheduled appointment will be allowed into the

claim center to submit a claim.

• Lottery will enforce capacity limits based upon the square footage of each claim

center.

• No guests will be allowed to accompany any claimant within the claim center,

except for assistance as an accommodation for a disability or as an interpreter.

• Lottery will remove and/or move chairs at least six feet apart within the claim

center waiting area.

• Only one claimant will be allowed at the service counter at any time unless the

counter allows for claimants to maintain 6-feet distance between them.

o Claimants will be called to the service counter when it is their turn.

o Floor markings will indicate where claimants should stand.

• Only plastic clipboards will be available for use by claimants to allow for

disinfection after use.

Signage & Claimant Information Packets

• Lottery will create large, high-visibility signs (to be seen from car entering

parking lot) for all offices emphasizing alternative claim methods (mail, drop off,

TEN ticket maximum appointment) and that our goal is to serve as many

claimants as possible as safely as possible.

• Lottery will post DO NOT ENTER signs for those with or exposed to someone

with a diagnosis and/or individuals in quarantine, fever, cough, shortness of

breath. (utilize the CDC or SOM standard signage).

• Lottery will post signage in lobby/waiting areas that tell players to keep distance

from others (including staff) while at counters.

• Lottery will post fact sheets about COVID-19 and hand washing

recommendations around claims center.

• Lottery will prepare “Claimant Information Packets” to include:

o One-page instruction sheet, and

o Ticket Receipt Forms.

Disinfecting Efforts

• Staff will disinfect counter between each claimant and immediately upon

coughing or sneezing.

• Staff will disinfect plastic clipboards with spray/wipes after each use.

• Staff will encourage claimants to take or dispose of pens immediately after use.

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• Staff will disinfect all door handles, chairs, and regularly used surfaces

throughout claims center at regular intervals as deemed necessary.

• Claims center cleaning is scheduled twice per day in state-owned office buildings.

o Grand Rapids, Livonia, and Sterling Heights regional managers will

request cleaning service to disinfect surfaces and commonly used areas.

• After each winner appointment, the table and other furniture will be disinfected.

Claims Process for Appointments ▪ Claimants to call 1-844-917-6325 to schedule appointment.

o Follow the voice prompts to schedule appointment in the desired regional office.

▪ Appointments will be accepted in each regional office as follows:

o Two appointments in each 15-minute time block, approximately eight appointments

per hour per regional office.

o Claim Center staff to utilize the regional office calendar created to book appointments.

o Monday: 7:45 – 9:45AM appointments reserved for the elderly and other members of

the vulnerable population. 9:45AM – 4:45PM appointments for all other claimants.

o Tuesday: 7:45AM – 4:45PM appointments for all claimants.

o Wednesday: 7:45 – 9:45AM appointments reserved for the elderly and other members

of the vulnerable population. 9:45AM – 4:45PM appointments for all other claimants.

o Thursday: 7:45AM – 4:45PM appointments for all claimants.

o Friday: 7:45 – 9:45AM appointments reserved for the elderly and other members of the

vulnerable population. 9:45AM – 4:45PM appointments for all other claimants.

▪ Staff will greet claimants at the door and ask whether the claimant has an appointment.

o Review ID and social security card at the door to ensure the claimant has necessary ID

and that the ID matches the scheduled appointment time.

▪ Staff will confirm the number of tickets (maximum of 10 per appointment) and prize value:

o < $600 not being processed at regional offices at this time; send to retailer

o >$50,000 claimed by appointment-only at Lottery’s central office in Lansing

▪ Staff will supply Claimant Information Packets and clip board/pen as needed

▪ Staff will check ID and Social Security card to initiate claim intake process

▪ Staff will advise claimant to wait in lobby or, if additional work or social

distancing is needed, to wait in vehicle and call/text claimant when claim is

fully processed.

▪ Claimants may leave completed from(s) and ticket(s) and receive the check

for any prize(s) awarded via mail.

▪ All checks not handed or mailed to a claimant will be stored in a locked safe

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Temporary Drop-Off Claims Process

• ALL DROP -OFF CLAIMS PRIZE CHECKS WILL BE MAILED TO

CLAIMANT AT ADDRESS ON TICKET RECEIPT FORM

o Claimants that appear at a claim center without an appointment may not enter, but

may elect to drop-off completed paperwork and ticket(s) or send completed

paperwork and ticket(s) via mail. In these cases, the check for any prize awarded

will be sent to the claimant via mail to the address stated on the Ticket Receipt

Form.

o In the event of an unhappy customer, the following de-escalation tactics will be

used:

▪ Staff will offer claimant the option to schedule an appointment where they

can receive their check at time of claim submission.

▪ Staff will use skills developed in Conflict Resolution training.

▪ Regions 1 & 3 are in DTMB buildings with security on

hand. Conversations have been held with building managers asking that

special attention be paid to the claim center offices.

▪ Regions 2, 7 & 8, have contacted local police departments to request

periodic passes by the building in a marked vehicle. Each office has a

‘panic’ button directly connected to local police if assistance is necessary.

▪ Staff assigned to help in the regional offices will be brought in at least one

day prior to claim center reopening to revisit the ‘Conflict Resolution’

training module and undergo role playing exercises specific to situations

that may arise.

• Claimants that do not have an appointment will not enter the claim center and all claim-

related activity will occur outside of the claim center. This will vary based on the

physical layout of each regional office and procedures will be tailored as needed.

• To increase social distancing and avoid congestion or lines, the drop-off processes at each

office will be designed to encourage claimants to remain in their vehicles.

o Detroit Office (Region 1)

▪ The Lottery’s Mobile Retail Outlet (“MRO”) will be parked on

Milwaukee St on the south side of Cadillac Place.

▪ Claimants will drive up to the MRO to pick up claim forms and to drop off

completed claim forms and tickets.

o Grand Rapids Office (Region 2)

▪ Staff will be stationed at the door to verify appointments and distribute

claim forms.

▪ Claimants will be asked to complete claim forms in their vehicles.

▪ To avoid congestion at the building entrance due to the narrow parking lot,

claimants will then drive to the door on Elmdale/south side of the building

to drop off the completed form and ticket(s).

▪ If necessary, additional staff may be stationed at the door on the

Elmdale/south side of building to distribute claim forms prior to claimants

entering the parking lot.

o Saginaw Office (Regions 3 & 4)

▪ Claimants will enter at the Northeast door of the Hart Building.

P a g e 22 | 28

▪ Staff will be stationed at the door to verify appointments and distribute

claim forms.

▪ Claimants will be asked to complete the form in their vehicles.

▪ Claimants that have completed forms will continue down the hall to the

table stationed outside the claim center to drop off forms and tickets,

exiting out of the south door, east side of building.

▪ All foot traffic will be one direction and will be controlled by staff.

▪ In the event foot traffic reaches a level that threatens ease of social

distancing, staff at the Northeast door will ask claimants to return to their

vehicles momentarily until the hallway is clear.

o Lansing Office (Region 6)

▪ Claimants will drive to the eastside alley door from Hillsdale Street

▪ Staff will be stationed at the door to distribute claim forms and to receive

completed forms and tickets.

▪ All claimants will remain inside their vehicles.

o Livonia Office (Regions 5 & 7)

▪ Claimants will drive to the warehouse doors on the westside of the

building. Signage and staff will help direct the traffic flow.

▪ Staff will be stationed to distribute claim forms and receive completed

forms and tickets.

o Sterling Heights Office (Region 8)

▪ Claimants will drive to the warehouse doors on the back eastside of the

building. Signage and staff will help direct the traffic flow.

▪ Staff will be stationed to distribute claim forms and to receive completed

forms and tickets.

• Instructions for the drop-off process at each office will be available online.

• Claim forms will be available online; claimants may print and complete the form to

accelerate the drop-off process.

• Two District Sales Representatives (DSR) will be present at each claim center entrance or

specified drop off location to assist claimants.

• If applicable, DSRs will enforce occupancy limits for claim center lobbies; upon reaching

the occupancy limit, each claim center will enforce a one-in-one-out policy until further

notice.

Step 1 - Claim Forms & Materials

▪ Staff will greet claimant and will maintain six feet of distance from claimant whenever

possible.

▪ For drive up locations, staff will take clipboard with instruction sheet, clipboard,

disposable pen, and Ticket Receipt Form to the vehicle. DSR will remind claimant that all

prize payments will be mailed to them per the address included on the Ticket Receipt

Form.

▪ Where drive-up is unavailable, staff will direct claimant to table to gather instruction

sheet, clipboard, disposable pen, and Ticket Receipt Form. DSR will remind claimant that

all prize payments will be mailed to them per the address included on the Ticket Receipt

Form.

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▪ Staff will provide brief instructions on filling out the Ticket Receipt Form (complete

name, address, social security number, birthdate, yes/no questions) and ensure that they

have a valid ID and Social Security Card. DSR will answer any additional questions.

▪ Staff will instruct claimant to leave to complete the form in their car or offsite and to

return to complete Step 2 - Claim Form Drop Off with all supporting documents.

Claimant may NOT complete the forms inside of the claim center.

▪ Staff will be responsible for collecting and disinfecting any previously used clipboards

from Step 2 - Claim Form Drop Off.

Step 2 – Completed Claim Drop Off

▪ Staff will maintain six feet of distance from claimant at all times; staff will stand back six

feet from table to ensure proper social distancing while claimant is at table.

▪ Upon claimant’s return, staff will ask claimant to set clip board down onto table with

claim materials and place ID and social security card into a baggie.

▪ For drive up locations, staff will take the clipboard and all necessary claim materials from

the claimant through their car window.

▪ Staff will ask claimant to leave all materials and step back to six-foot floor marking and

wait.

▪ Staff will approach table to check whether all required items are included, and Ticket

Receipt Form has been fully completed (staff will address incomplete claims accordingly).

▪ Staff will empty the clipboard and set it aside to be disinfected.

▪ If claimant is missing any item, staff will place materials back onto table and step back to

six-foot marking. Staff will ask claimant to take the instructions sheet and Ticket Receipt

Form to complete or gather required documents before they return OR encourage mail-in

claim process.

▪ Staff will gather all materials and inform claimant that they are going into claim center to

make a photocopy of their ID and Social Security Card.

▪ Staff will copy ID and Social Security Card without removing them from the baggie.

▪ Staff will tear pink sheet from Ticket Receipt Form and staple baggie containing ID and

Social Security Card to top left-hand corner of form. For claimants that have pre-printed

and completed the Ticket Receipt Form from MichiganLottery.com, staff will make a

copy for claimant and staple baggie containing ID and Social Security Card to top left-

hand corner of form.

▪ Staff will enter the appropriate information onto Drop Off Claim Log.

▪ Staff will compile all claim documents and secure them together with a paperclip.

▪ Staff will deposit claim documents to back of office for secure processing to be completed

in the order received.

▪ Staff will return to table and set the pink Ticket Receipt Form (or copy of completed pre-

printed form) on table, and step back to six-foot marking.

▪ Claimant will then be informed they may approach table and collect their materials before

leaving.

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Check Mailing

o Upon fully processing claim, staff will mail check and any other documentation to

claimant per the address provided on the Ticket Receipt Form.

o Any claim materials not yet processed will be stored in locked safe at the end of the

business day.

o Any checks not yet mailed will be stored in the region’s locked safe at the end of the

business day.

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Infectious Disease Prevention Tips (COVID-19)

General Guidance for all Lottery Employees

For all workers, regardless of specific exposure risks, it is always a good practice to:

▪ Frequently wash your hands with soap and water for at least 20 seconds. When soap and

running water are unavailable, use an alcohol-based hand rub with at least 60% alcohol.

Always wash hands that are visibly soiled. At a minimum, at the beginning and end of

their shift, prior to any mealtimes and after using the toilet.

▪ Regularly clean frequently touched items with disinfectant wipes in your personal

workspace (mouse, keyboard, desk and cell phones, etc.).

▪ Avoid touching your eyes, nose, or mouth with unwashed hands.

▪ Practice good respiratory etiquette, including covering coughs and sneezes with your arm

or a tissue.

▪ Practice social distancing – maintain at least 6 feet of distance from others.

▪ Avoid close contact with people who are sick.

▪ Stay home if sick.

▪ Recognize personal risk factors. According to U.S. Centers for Disease Control and

Prevention (CDC), certain people, including older adults and those with underlying

conditions such as heart or lung disease or diabetes, are at higher risk for developing

more serious complications from COVID-19.

Environmental Cleaning and Decontamination

When people touch a surface or object contaminated with SARS-CoV-2, the virus that causes

COVID-19, and then touch their own eyes, noses, or mouths, they may expose themselves to

the virus.

**Lottery facilities maintained by DTMB have extra cleaning of common surfaces twice each

day. This includes frequently touched objects (doorknobs, elevator buttons, handrails, etc.).

**Contact Lucy Kish immediately if there is a known positive case for COVID-19. DTMB or

building owners will deploy special cleaning crews for proper sanitization.

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For more information, visit:

General Information

OSHA: https://www.osha.gov/SLTC/covid-19/controlprevention.html

CDC: https://www.cdc.gov/coronavirus/2019-ncov/prevent-getting-sick/index.html

SOM:

https://stateofmichigan.sharepoint.com/teams/insideose/Labor%20Relations/Forms/AllItems.asp

x?csf=1&e=WefeOg&cid=305bb4ee%2Df34e%2D47f5%2Db113%2D4b9621dee473&RootFol

der=%2Fteams%2Finsideose%2FLabor%20Relations%2FCOVID%2D19&FolderCTID=0x0120

00BF0E26A80EF5DD4992AF3FFDD4D1FA85

SOM: https://www.michigan.gov/coronavirus/0,9753,7-406-98159-522649--,00.html

Handwashing

CDC: https://www.cdc.gov/cdctv/healthyliving/hygiene/fight-germs-wash-hands.html

CDC: https://www.cdc.gov/handwashing/fact-sheets.html

MDH: Handwashing video translated into multiple languages –

www.youtube.com/watch?v=LdQuPGVcceg

Respiratory etiquette: Cover your cough or sneeze

CDC: www.cdc.gov/coronavirus/2019-ncov/prevent-getting-sick/prevention.html

CDC: www.cdc.gov/healthywater/hygiene/etiquette/coughing_sneezing.html

Social distancing

CDC: www.cdc.gov/coronavirus/2019-ncov/community/guidance-business-response.html

Housekeeping

CDC: www.cdc.gov/coronavirus/2019-ncov/community/disinfecting-building-facility.html

CDC: www.cdc.gov/coronavirus/2019-ncov/prevent-getting-sick/disinfecting-your-home.html

CDC: www.cdc.gov/coronavirus/2019-ncov/community/organizations/cleaning-

disinfection.html

Environmental Protection Agency (EPA): www.epa.gov/pesticide-registration/list-n-

disinfectants-use-against-sars-cov-2

Employees exhibiting signs and symptoms of COVID-19

CDC: www.cdc.gov/coronavirus/2019-ncov/if-you-are-sick/steps-when-sick.html

P a g e 27 | 28

Lottery Certification of Readiness to Return Employees to the

Workplace

Agencies must implement the following items to ensure they are ready to recall their

priority services and employees to the workplace.

• My agency has identified priority services operations (prioritized, operational

requirements enumerated, cost and revenue considered). This includes identifying

the percentage or number of employees:

o Required to work on premises.

o Who will remain remote on a short-term, medium-term, and long-term basis.

• My agency has social distancing plans in place for work areas, elevators,

meeting rooms, and common spaces.

• My agency has a plan to conduct health screenings for all employees and may do

so for all vendors, contractors, and visitors. (Some facilities may require body

temperature screenings.)

• My agency has communicated infection control protocols, including

handwashing, health screening, temperature taking, face covering wearing, and

respiratory etiquette, to anyone who is in the workplace.

• My agency has plans in place for telework, flextime, and staggered schedules in

areas where social distancing is not possible.

• My agency has communicated travel restrictions and policies for remote meetings.

• My agency has consulted with facilities management, the DTMB, or the

landlord to ensure extra cleaning and sanitizing schedules, needed layout

changes, etc.

• My agency has appropriate and sufficient signage posted denoting social

distancing requirements, hygiene reminders, restrictions on public access,

required conference room seating, maximum number of people allowed in each

space, what to do if employees become ill, etc.

• My agency has made cleaning and disinfecting supplies available for employees

to maintain their workspaces and equipment, along with adequate hygienic

products such as soap, towels, and tissues.

• My agency has a process for employees and supervisors to report, inventory,

and sanitize all state-owned equipment and office furniture removed from the

agency and subsequently returned.

• My agency has employee communication plans that include notifying employees of

information needed BEFORE they return to the site.

• My agency has notified all employees how to contact the Employee Service

Program (ESP)if necessary.

P a g e 28 | 28

• My agency has mechanisms in place to report and resolve compliance issues

with safety protocols. These mechanisms are widely known to employees,

either through signage or frequent verbal or written communication.

• My agency has protocols in place and an appropriate space set aside to isolate

anyone who becomes ill with COVID-19 symptoms while working.

• If applicable, my agency has the necessary Personal Protective Equipment

(PPE) on hand to distribute to employees when necessary.

• I certify my agency has protocols in place to comply with executive orders

allowing the safe return of employees to the workplace. By signing this

certification, I attest my agency has followed all applicable guidance in this

document and has communicated or will communicate all relevant standards and

policies to employees before they return or immediately as they return to the

workplace.

AGENCY DIRECTOR

SIGNATURE

DATE June 9, 2020