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2013 Report on Inclusion & Diversity at Humana

Moving forward in the workplace, marketplace and community

As you look through the 2013 Inclusion and Diversity report, you’ll notice how much we’ve accomplished in this space over the past year. We’ve instilled a new set of company values that focuses on building a culture of inclusion within our Humana locations, leveraged the work of our Network Resource Groups to better understand our diverse members and established new company goals to help our consumers achieve their dream of lifelong well-being.

Our goal is to become a consumer-focused health company that makes it easy for people to achieve their best health. To meet this goal, we need to engage each of our consumers. Meeting our consumers where they are and getting to know them better enables us to have a deeper relationship as a partner for their health and well-being.

We must cultivate a culture that celebrates each other’s backgrounds, experiences and differences. When we’re comfortable being who we are, we can truly tap into our unique strengths and perspectives to better understand and serve our consumers’ needs.

As you read through the report, you can be proud of the progress we’ve made. However, there is more to be accomplished. I challenge our associates to think about ways that they can continue to build our inclusive culture. By channeling each of our strengths, we can achieve great things.

“ We must cultivate a culture that celebrates each other’s background, experience and differences.”

Bruce Broussard, President and CEO

About us . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1Mission & Strategy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1Humana Values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2Reflections on our Progress . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-4Timeline . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-4

Workplace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5Demographics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6Learning opportunities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Development Acceleration Program . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Women in Leadership . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Diversity Recruiting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9Veterans Hiring Initiative . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10Board of Diversity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Inclusion & Diversity Councils . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Inclusion & Diversity Days . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12Network Resource Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 IMPACT, African-American NRG . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Unidos, Hispanic NRG . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Pride, Lesbian, Gay, Bisexual and Transgender (LGBT) NRG . . . . . . . . . . . . . . . . . 14 – Humana marks its first perfect CEI score . . . . . . . . . . . . . . . . . . . . . . . . 15 Caregiver NRG . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Veterans NRG . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Women’s NRG . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Information Technology and Service Operations embrace I&D . . . . . . . . . . . . . . . . 17

Table of Contents

Marketplace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18NRG Connect . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Humana’s Hispanic Initiatives . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Inclusion & Diversity is key to consumer engagement . . . . . . . . . . . . . . . . . . 20Cultivating the uniqueness of our members . . . . . . . . . . . . . . . . . . . . . . . . . . 20Supplier Diversity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Community . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22Cincinnati YMCA Black and Latino Achievers Program . . . . . . . . . . . . . . . . . . . . 23Chestnut Street YMCA Black Achievers Program . . . . . . . . . . . . . . . . . . . . . . . . 23Habitat for Humanity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24Project BUILD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24Feast on Equality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

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About us

Inclusion & Diversity’s three strategic pillars:

WorkplaceCreate an inclusive and diverse workforce that connects us to consumers and drives business opportunities.

MarketplacePosition the organization for growth by emotionally connecting with a wider customer base.

CommunityImprove the lives of the people around us by focusing on our associates and the communities we serve.

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Inclusion is an attitude, a mindset and an environment that enables us to create a nonjudgmental workplace and maximize the potential of every associate. Diversity is the abundance of individual experiences and perceptions that drive innovation and growth.

Mission & StrategyHumana’s Inclusion & Diversity (I&D) philosophy is that attracting and retaining talented associates from diverse backgrounds and experiences will drive innovation, connect us with the communities where we live and work and create opportunity in the marketplace. Our mission is to develop, support, guide and enhance activities that create a diverse and inclusive workforce. Moving Humana forward in the community, workplace and marketplace.

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Pioneer simplicityWe make life easier and believe that less can be more. When we empower associates, we create an agile organization and an exceptional experience.

Cultivate uniquenessWe find ways to connect with each other and our consumers. Respecting one another, listening with an open mind, and seeking different perspectives result in richer solutions.

Inspire health

We inspire health by making conscious choices every day and motivating others with our positive example. We care about each other and actively contribute to an environment of well-being.

Thrive togetherWe focus on shared success by breaking down silos, inviting collaboration and mentoring others. We believe in, and act with, positive intention to create an environment of trust and integrity.

Rethink routineWe encourage innovation by developing a culture that cultivates curiosity. We spark creativity by challenging ourselves to think differently.

In 2013, Humana’s executive team came together to discuss a new set of values to empower associates to create a unique experience for each other, and ultimately, for our members. Inclusion and diversity plays a key role in how we live each of these values and will be a key factor in continuing our inclusion journey. Humana’s leadership has established a set of priorities for our ongoing success, and advancing a values-based culture that supports our dream of well-being is at the top of our list. Embracing and living the values will help us drive a consumer-centric focus and adopt a diverse culture that enables Humana on its journey.

Humana Values

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Standard harassment training offered to all associates

Supplier Diversity team formed

New diversity training workshops implemented

Development Acceleration Program started

1990 – 2000 2001 2007

Board of Diversity founded

2006Timeline

Diversity department established

Reflections on our ProgressQ&A with Director of Inclusion & Diversity A.J. Hubbard and Chief Human Resources Officer Tim Huval

As you look at the last year, what are some of the notable accomplishments that enhanced our culture of inclusion?Tim: I’m impressed with the ground we’ve covered in 2013. We launched the Women’s Network Resource Group, received a perfect score of 100 on the Human Rights Campaign’s Corporate Equality Index Survey and established six regional I&D councils in Humana offices across the country. We also continued our Inclusion & Diversity Day celebrations. So while we are making progress, the journey continues.

A.J.: In addition to that, we’ve seen tangible results in our engagement scores. Locations conducting an Inclusion & Diversity celebration received higher engagement results than locations that didn’t. We’re seeing that inclusion and diversity has a positive impact on associates in helping them feel more engaged with the organization. In addition, when we engage senior leaders through the diversity of our markets and our workforce, we leverage our differences as an opportunity to strengthen our company. Inclusion and diversity is a critical part of how we thrive together.

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First Network Resource Group established: IMPACT, African-American NRG

Annual Inclusion & Diversity Day celebrations held in Humana locations across the country

Unidos, Hispanic NRG founded

Pride, Lesbian, Gay, Bisexual and Transgender (LGBT) and Caregiver NRGs founded

D+I becomes I+D, placing the emphasis on building an inclusive environment and the impact on engagement

First NRG Leadership Summit held in Louisville

IMPACT AA NRG wins Spirit of Philanthropy award

Inclusion & Diversity Councils established

Women’s NRG founded

Humana received 100 on the Human Rights Campaign Corporate Equality Index survey

2009 2010 2011 2012 2013

The concept of “Inclusion” is added and the Diversity Department is renamed to Diversity + Inclusion (D+I)

Veterans NRG founded

First annual Inclusion & Diversity Report issued

In the report, we discuss the nation’s demographics becoming more diverse. How will focusing on I&D help Humana’s business strategy for the future?Tim: According to the U.S. Census Bureau, the majority of people in the United States will identify as people of color over the next 40 years. As we work to make it easy for our communities and all of us to achieve our best health, we recognize that inclusion and diversity is more critical than ever to represent the communities we serve.

A.J.: Educating associates and leaders on what’s possible is really important. Many times I hear talk about the importance of being culturally competent, but one of the things we’re uncovering that’s also important is “cultural humility.” Whereas cultural competence is about being respectful of someone’s differences, cultural humility is also having a healthy respect and appreciation for whom that person is as an individual. The relevance of inclusion and diversity to cultural competence and cultural humility is paramount to our success.

What does success look like in 2014 from an I&D perspective? A.J.: I’ll be bold and say that in 2014 our Network Resource Groups (NRGs) will become a more integral part of our business. Our NRGs have done tremendous work in connecting with our communities and enhancing the workplace. But the real opportunity of our NRGs lies in leveraging the partnerships of our associates that, coincidentally, mirror the markets we’re serving. For example, if we’re approaching the Latino community, it makes sense to tap into a group that’s organized and eager to share how best to connect with their community. It’s about finding the right way to incorporate these knowledge groups into our business rhythm as we continue creating meaningful experiences that resonate with our members. Another part of our success is preparing leaders to be more equipped to capitalize on the diversity of their own teams. That includes diversity of thought and experiences people bring to the table.

Tim: We’re developing solutions that matter for our members because, depending on the demographics and community, there’s a potentially different application or solution needed to meet the needs. Leveraging the power of NRGs to create solutions that make it easy for people to achieve their best health will be a critical input.

What can associates not involved in I&D Councils or NRGs start doing to become a change agent in building an inclusive workplace at Humana?A.J.: Adopt an appreciation and a healthy level of respect for every single person in this organization. Everybody has a story, and I encourage you to share yours. The more we can share and collaborate, the better we can become.

Tim: Everyone, regardless of where they are in the organization, should have a personal commitment to diversity that they think about and write down and then measure themselves on. It may be volunteering in the community or helping another teammate in need. You can be a mentor or coach. The possibilities are endless.

As associates and others read through the report, what final thoughts do you want to leave with them? Tim: The thing I’d like everyone to ask themselves is this: what can I do personally as it relates to inclusion and diversity to make it easier for all of us to achieve our best health and fullest potential?

A.J.: I agree. We’re on this journey together and everybody has a seat at the table.

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Create an inclusive and diverse workforce that connects us to consumers and drives business opportunities.

Workplace

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Demographics of Humana associates

Gender63% of management/supervisory roles are held by women26% of senior leadership roles are held by women75% of new hires in 2013 were women

Race and Ethnicity40% of associates are people of color27% of management/supervisory roles are held by people of color 13% of senior leadership roles are held by people of color

Age/Generations1% of associates are in the traditionalists generation30% of associates are in the baby boomer generation25% of associates are in the Gen Y generation

14% of management/supervisory roles are held by Gen Y associates39% of senior leadership roles are held by Gen X associates

72%of associates are women

48%of 2013 new hires were people of color

43%of associates are in Gen X

Traditionalists (1922-1945) Baby Boomer (1946-1964) Generation X (1965-1980) Generation Y (1981-1994), also known as Nexters or Millennials

54%of management/supervisory roles are held by Gen X associates

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Development Acceleration ProgramThe Development Acceleration Program (DAP) is designed to enhance the capabilities of the diverse talent within Humana. DAP is a 12-week development opportunity for participants to work in cross-functional teams, guided by mentors, to deliver solutions to today’s complex healthcare problems.

The program provides the organization with a pipeline of mid-level management professionals from different backgrounds and ethnicities who are ready to assume leadership positions in the company.

Successful ImplementationDuring the second quarter of 2013, the DAP 11 class helped Humana’s Consumer Experience Center of Excellence department identify ways to apply Humana’s design principles to attract and communicate with prospective Medicare members.

Learning opportunitiesIn the last two years, the Inclusion & Diversity department has developed a learning program devoted to helping associates execute the Humana values throughout the company.

The Inclusive Leadership webcast, launched in early 2012, provides a focus on practical strategies for promoting inclusion in the workplace. I&D offers several other courses, each focused on needs articulated by leaders and associates throughout the organization. Some courses were developed through partnerships with specific business units and then launched to the entire company.

A partnership between LifeSynch® and Inclusion & Diversity resulted in a new webcast, “Why I&D Matters,” for all associates. Developed in partnership with the W.O.W. (Working on Wellness) team, this webcast has proven very popular, with as many as 500 associates attending a single webcast.

The W.O.W. partnership also led to the development of the “Engaging Generational Differences” webcast, which focuses on navigating generational diversity.

As the Inclusion & Diversity learning program continues to grow in 2014, the goal remains to provide material that reinforces Humana’s core values of cultivating uniqueness and thriving together. 32%

of DAP participants received a promotion or role expansion within three years of completing the program.

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Women In Leadership

Progression of the programWomen in Leadership (WIL) is designed to increase the impact and contribution of female leaders, increase the number of female candidates in strategic roles and create a culture of advocacy.

During the initial phase of the program, WIL partnered with three external coaches who facilitated four-month developmental cycles of group and individual coaching. Later, the program started to incorporate WIL graduates to serve as advocates and coaches for WIL participants. Humana’s WIL Advocate Program is viewed as best-in-class by Catalyst, the leading nonprofit membership organization dedicated to expanding opportunities for women and business.

By the end of 2013, the WIL experience had touched a total of 2,060 women in leadership roles.

54%of Women in Leadership participants have been promoted or had their roles expanded.

2013 SOAR Award winner: Brittany WhitmanProgram Manager, Human Resources

Almost two years ago, Brittany Whitman started a grass roots movement that has evolved into the Women’s Network Resource Group. She is a relentless advocate for women and has had a significant impact and influence on a number of women throughout her career.

SOAR AwardThe SOAR Award is presented annually to recognize an outstanding woman who is a proven standard-setter for opportunity, advancement and recognition for women within Humana. The recipient is selected by her Humana colleagues based on her support of women in their professional growth and visible support of inclusion and diversity.

2013 Trailblazer winner: Marsden ConnollyVice President, Clinical Care Services

Marsden Connolly, a co-executive sponsor of the Women’s Network Resource Group and a member of the Board of Diversity, is a key advocate in promoting inclusion throughout Humana and was chosen as the inaugural recipient of the Trailblazer Award for her efforts.

Trailblazer AwardThe Humana Trailblazer Award is reserved for those individuals who are dedicated to improving the healthcare experience through their support of gender diversity, creating new pathways for women at Humana.

This year, we recognized several outstanding leaders, including the winner of the inaugural 2013 Trailblazer Award.

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Diversity RecruitingWhy is diversity hiring so important? Working together gives us the best chance of making progress on our journey toward an inclusive workplace. Our goal is to create a company culture that allows each associate to reach his or her full potential and that connects us to our members – giving them unparalleled value and service.

Our Talent Acquisition team has made significant progress in bringing the best talent to our organization, such as:• Developing partnerships with minority student

professional organizations• Building long-term relationships with professional minority

organizations, such as the National Black MBA Association• Sponsoring workshops at the MBA diversity conferences

Conferences attended by Humana’s Talent Acquisition team:• The National Association of Black Accountants • The National Sales Network Conference • The National Black MBA Association Conference and Exposition • The National Hispanic Sales Network • The National Society of Hispanic MBAs Conference and

Career Exposition • The Reaching Out LGBT MBA Conference and Career Expo

This year, the Humana recruiting team used a different approach for the diversity hiring strategy. In preparation for the conferences, the team met with senior leadership to identify positions and open roles to specifically recruit for at the conference. As a result, the recruiting team was able to extend “on-the-spot” job offers to candidates.

“ I met Humana at the National Sales Network Conference in 2013. What distinguished Humana from the competition was their vision and forward thinking on healthcare reform. In addition, during my exploratory discussions with Humana leaders, it was evident that they were dedicated and enthusiastic about future business opportunities. This contagious energy and spirit was exactly what I was looking for in my next career rotation.”

– Carolyn B. Hudson, Strategic Consultant, Senior Segment & Medicare Service Operations

MarketPoint® Diversity HiringHumana’s MarketPoint division is focused on marketing and selling Medicare products and other health benefit options to our individual customers. Our Talent Acquisition team worked with MarketPoint leadership to establish a recruiting strategy to hire associates who reflect the demographics of the communities we serve. Our primary focus for this pilot program was the Georgia, Florida, New York and Pennsylvania markets.

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Veterans Hiring InitiativeIn August 2011, Humana committed to President Barack Obama to add 1,000 veterans – including National Guard, Reservists, Wounded Warriors and their spouses – to our workplace by 2014.

We reached the original goal in 2012 and set an additional goal to hire another 1,000 veterans and spouses within three years. To date, we are poised to complete our second goal ahead of schedule. Hiring veterans and their spouses is one of many ways we collect a diverse group of associates to serve our diverse customer base.

Accomplishments and awards• Victory Media’s “Military Friendly” in 2013 and 2014• Victory Media’s “Military Spouse Friendly” in 2013

and 2014• Vet Jobs Outstanding Veteran Employer in 2013• Employer Support of the Guard and Reserve (ESGR)

Freedom Award in 2013• CivilianJobs.com Most Valuable Employer in 2013

In addition, Humana Military ranked eighth in “Best for Vets” Employers by Military Times magazine in May 2013.

To help ease the transition to civilian work life, Humana has developed programs for veterans and their spouses who join Humana, such as the Veterans NRG.

Read more about out Veterans Network Resource Group on page 16.

“ Twenty years ago, I made the transition from the military to a role at Humana. I have a deep appreciation for the service and sacrifice of the men and women who served our country and am proud that as a corporate citizen, Humana sees value in organizations like the Veterans NRG that provides the support for veterans and their families making the transition from military to civilian careers. I am honored to play a part in supporting this effort as we are a fraternity of brothers and sisters who have worn the nation’s uniforms proudly with an enduring commitment to our country and each other.”

– Patrick O’Toole, Segment Vice President of Humana MarketPoint & Veterans NRG Co-Executive Sponsor

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Increasing our aggregate inclusion scoresAssociate engagement is a strong barometer of employees’ connection to the company on several levels. Overall associate engagement scores go up when I&D is part of the company’s culture.

The yearly Humana engagement survey asks associates to rank on a scale of 1-5 (5 being the highest score) the extent to which they agree with each statement in the survey. The following questions encompass the Inclusion Index section of the survey:

• I feel that I am part of a team• Leadership at Humana is committed to diversity• I feel comfortable voicing ideas and opinions, even if

they differ from others• I am involved in decisions that affect my work

Melissa BrockConsultant Inclusion & Diversity

Carleen HaasVice President and Chief Talent Officer Talent & Capability Center

Jon KerekesEnterprise Vice President, Consumer Experience

John BrownService Vice President Medicare Service Operations

A.J. HubbardDirector Inclusion & Diversity

Pattie Dale TyeVice President San Antonio

Marsden ConnollyVice President Clinical Care Services

Mark KentCEO of CAC Medical Centers

William FlemingPresident Humana Pharmacy Solutions®

Board of DiversityThe Board of Diversity was established in 2006 and since its inception has been committed to creating and promoting a diverse and inclusive work environment for our associates. This year, through the board’s work, Humana established regional Inclusion & Diversity Councils in markets across the country. In addition to accomplishments by individual Humana associates, the Board of Diversity has several significant milestones:

• Several members participated in I&D Days across the organization

• Board members recommended individuals for NRG leadership roles

• Many members brought their recruiting partners into the discussion process to create a targeted recruiting plan for the professional diversity recruiting conferences

4.04For 2013, the aggregate

Inclusion Index Score for locations with an I&D Council was

Inclusion & Diversity CouncilsI&D Councils were formed in the first quarter of 2013. These councils help implement the diversity platform in Humana locations across the country. Members of the council act as change agents to build a more inclusive environment by leading celebrations of diversity, educating others about the value of inclusion and diversity, and planning innovative ways to foster greater inclusion, stronger engagement and a deeper sense of belonging. Inclusion & Diversity Councils have been established in Atlanta (GA), Glendale (AZ), Green Bay (WI), Louisville (KY), Springdale (OH) and Tempe (AZ). They have helped coordinate and plan Inclusion & Diversity celebrations in their office locations and also planned cultural heritage activities to help educate and celebrate the diversity of our associates.

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Inclusion & Diversity DaysInclusion & Diversity Days create a rich environment for celebrating our diversity today while cultivating a more inclusive tomorrow. In 2013, I&D Days were held in Louisville, Cincinnati, Green Bay, Daytona Beach and Tampa.

4.03The aggregate

Inclusion Index Score for locations that held an I&D Day in 2013 was

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IMPACT, African-American NRGIMPACT, Humana’s African-American Network Resource Group was founded in March 2010 and was the first NRG at Humana. IMPACT has six principles that make up its name:

• Investing in the well-being of our communities• Maintaining excellence• Preparing Humana’s future leaders• Achieving success• Creating opportunities• Transforming the marketplace

For 2013, IMPACT’s goals were to strengthen communications, build internal business brand name, collaborate more with other NRGs and explore more well-being areas.

Key accomplishments in 2013:• Collaborated with

other NRGs to offer community service projects

• Continued partnership with Every1Reads Program and mentored students at Louisville-area elementary schools

• Organized a Junior Achievement Career Day for local Louisville high school students interested in careers in the healthcare industry

• Coordinated a community project to revitalize the Parkland Boys and Girls Club for local youth

Network Resource GroupsNetwork Resource Groups (NRGs) are voluntary organizations of associates that work to represent and eliminate disparities for diverse communities. They are open to all Humana associates, including associates not affiliated with the diverse community represented by the NRG. The NRGs are key to building and maintaining a culture of inclusivity at Humana, understanding the needs of our customers and expanding our community outreach efforts.

This year at the Annual NRG Leadership Summit, CEO and President Bruce Broussard and Chief Human Resources Officer Tim Huval met with the NRGs leaders to strategize on imperative business outcomes and discuss the NRGs’ role in the future success of the company.

Our NRGs have evolved in the years since they were formed. In 2013, the following enhancements were made to the NRGs to offer greater support to the associates who lead the organizations, including:

• Held our first annual meeting between NRG leadership and the president and CEO at the NRG Leadership Summit in April 2013

• Actively engaged senior-level executive sponsors who represent all business segments

• Enhanced development program to provide training for associates serving in an NRG leadership role

• Established the NRG Connect, a cross-functional marketplace opportunity for NRG leaders to provide insight on strategic company initiatives to improve Humana’s products and services for our members

• Increased geographic reach of NRGs across the enterprise • Launched the Women’s NRG, with over 1,500 members

in the first month

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View our video

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Unidos, Hispanic NRGUnidos, the Hispanic NRG, originally started in November 2010 in South Florida. In 2011, the NRG went national, adding a leadership team to Louisville. In the last year, the leadership expanded across the country and now has more than 150 Humana associates as members. The group’s mission is to use associates’ experience and culture to drive innovation and business outcomes, build associate capability and create value in the community. This year, the group aligned efforts to Humana’s business strategy by partnering with Consumer Experience’s Limited English Awareness Program to enhance products and services offered to Humana’s growing diverse member population.

Key accomplishments in 2013:• Established a nationwide footprint by expanding

in key growth markets• Provided career development opportunities for

the group’s members• Launched provider cultural competency training

module enterprise-wide• Localized community service opportunities in

Humana offices across the country• Partnered with external organizations aligned

with Unidos’ mission

Pride, Lesbian Gay Bisexual & Transgender (LGBT) NRGThe Pride NRG is committed to shaping an inclusive world – both inside and outside Humana – where all people, regardless of sexual orientation or gender identity or expression, are celebrated and treated equally.

In 2013, the Pride NRG continued working with Humana’s Marketing, Operations and IT organizations to expand our reach to untapped LGBT markets and better understand the needs of our current LGBT consumers. The group also was successful in partnering with multiple, external LGBT organizations to help raise awareness, provide volunteer support and sponsor events.

Key accomplishments in 2013:• Increased NRG membership by 30 percent• Leveraged regional ambassadors to increase

participation in local activities• Assisted Humana’s Inclusion & Diversity team in making

a business case to HR to include transgender medical benefits in associate benefit packages in fall 2013

• Helped Humana obtain a perfect score on the 2014 Humana Rights Campaign Corporate Equality Index (CEI) for the first time

• Increased Humana’s marketing presence and participation in annual Pride events

• Increased volunteer hours by 40 percent in 2013 through these partnerships

“ Working with the members of Unidos, the Hispanic Network Resource Group, has provided me a tremendous opportunity to understand and embrace diversity in and outside the workplace. This opportunity is married with many learning experiences and insights.”

– Beth Bierbower, President, Humana Employer Group Segment & Executive Sponsor of Unidos, Hispanic NRG

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Caregiver NRGThe Caregiver NRG (CNRG) is designed to provide support for and build awareness of caregiver associates, helping them find their full potential, while leveraging their valuable and unique insights to drive innovation and create business value.

Historically, CNRG’s primary focus was on elderly/senior caregivers, in alignment with the Medicare business strategy. Thanks to associate input, and a desire to address the needs of a diverse caregiver population, we have expanded our focus to include not only caregivers of elders, but also caregivers of special needs/disabled children and veterans.

Humana marks its first perfect CEI scoreThe Human Rights Campaign (HRC) is the largest civil rights organization working to achieve equality for lesbian, gay, bisexual and transgender (LGBT) Americans. Since 2002, the HRC has published the Corporate Equality Index (CEI), a national benchmarking tool that provides an in-depth analysis and rating of large U.S. employers and their policies and practices pertinent to LGBT employees. Humana took part in the CEI survey for the first time in 2008 and embarked on a learning journey that culminated in the revision of numerous policies and practices. The ultimate goal was to create a more equitable and inclusive environment for LGBT associates.

Major milestones:• Creation of Pride, the LGBT NRG• Inclusion of gender identity in Humana’s

nondiscriminatory policy• Addition of a transgender benefit• Greater representation of the LGBT community in

marketing materials, supplier diversity outreach and recruiting strategies

• Integration of LGBT associates in community outreach, training and internal communication

Humana is now recognized as one of the HRC’s “Best Places to Work.”

2007 2008 2009 2010 2011 2012 2013 2014

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60

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CEI Scores

Key accomplishments in 2013:• Celebrated National Caregiver Month at several

Humana locations• Increased CNRG membership• Developed, in partnership with EAP Worklife services,

a comprehensive Caregiving Well-Being Center website that includes a resource and information library

• Launched a monthly caregiver speaker series• Coordinated community events at senior communities

and nursing homes • Collaborated with Humana Guidance Centers and

MarketPoint offices across the country to provide information for members who also are caregivers

“ Caregiving can be a high stress juggling act, however, it ultimately is one of the most rewarding opportunities we have. The Caregiver NRG has been invaluable in supporting our associates caring for their loved ones and influencing how we can build trusted relationships and support our consumer caregivers.”– Jon Kerekes, Enterprise Vice President, Consumer

Experience & Caregiver NRG Executive Sponsor

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Women’s NRGWomen are the key constituents in the healthcare marketplace. Because women play such a vital role in all aspects of health coverage and make up 72 percent of the associate population at Humana, it was evident that this NRG was needed. The Women’s NRG (WNRG) started in the fourth quarter of 2013 and currently includes more than 1,600 members.

The WNRG is committed to providing avenues for women to realize their full potential by offering opportunities for personal and professional development. In 2013, the WNRG established goals of providing insights to Humana leadership on strategic business initiatives that impact women, as well as enhance women’s influence – throughout the workplace and community.

Key accomplishments in 2013:• Developed WNRG Regional Ambassador roles that

spanned from New York to Hawaii and Puerto Rico, which allowed for successful launch parties and engagement of the group in more than 40 cities

• Coordinated Humana teams to participate in American Cancer Society Breast Cancer Walks in Chicago, Green Bay and Louisville

• Established a developmental speaker series and book club• Collaborated with community organizations in

various locations across the country to provide gifts for children during the holiday season

• Participated in Humana’s Pink Out Awareness campaign to promote Breast Cancer Awareness month

• Assisted with Louisville Metro United Way’s “Power of the Purse” event, where proceeds contributed to local community services and programs

Veterans NRGThe mission of the Veterans Network Resource Group (VNRG) is to provide a nurturing community to veterans and their spouses while supporting veterans’ causes through a marketplace, workplace and community based approach.

In 2013, the VNRG focused on membership growth as well as big wins for the group as a whole.

Key accomplishments in 2013:• Established outreach in Cincinnati, Tampa, Louisville,

Phoenix and Green Bay• Surpassed 400+ members in 2013• Organized successful Urban Mountain Marathon,

supporting the Entrepreneurial Bootcamp for Veterans with Disabilities

• Assisted Humana in its successful quest for the 2013 ESGR Freedom Award

• Sponsored a resume writing workshop to assist veterans in translating their service-based skills to positions in corporate America

• Offered quarterly onboarding sessions, ensuring engagement for all VNRG members

• Provided assistance during the 2013 VFW National Convention in Louisville

• Created a military rank-based incentive to increase volunteer opportunities and provide a sense of accomplishment for vets

“ Having made the transition from a military to a corporate environment many years ago, I know firsthand how difficult it is for veterans to adjust to a civilian work routine. The VNRG provides a supportive community for veterans and their spouses, as well as the emotional and personal support needed to assist the veterans in unlocking their full potential at Humana. I am proud to play a small part in supporting that community.”– Tim McClain, President, Humana

Government Business & Co-Executive Sponsor of Veterans NRG

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Information Technology and Service Operations embrace I&DInformation Technology and Service Operations recognize that an inclusive, diverse workplace and workforce enables us to deliver on our commitment to make it easy for people to achieve their best health. While diversity has always been important, a concentrated focus began in late 2012 when a talented group of associates began a conversation about what it means to work in an inclusive environment and why it is important to Humana’s success. Thanks to the team’s work, a recommendation to embed inclusion and diversity into the culture and day-to-day operations became a reality. The team’s recommendation included dedicating a subject matter expert who serves in the development, implementation and execution of a holistic inclusion and diversity strategy and framework. One of the signature accomplishments on the journey was to establish a way to recognize associates who actively build a culture of inclusion in their organizations and communities.

Alison Bushon SOIT Spirit of Inclusion & Diversity AwardThis award recognizes Humana associates whose tireless, purposeful work has been critical to the success of building an inclusive community. The award was inspired by the late Alison Bushon, an extraordinary talent, influencer and pioneer for righteousness. She was a dedicated champion of I&D and a determined advocate for fair opportunities and equality.

Selection of the winner of this prestigious award was based on the following criteria:• Advocate – Stands up for alternate points of view, speaks out or otherwise takes action, even when there is risk• Influencer – Builds and maintains relationships among diverse associates in a way that promotes positive change

in the spirit of inclusiveness• Educator – Exhibits informed awareness of the aspirations, obstacles and performance of minority groups• Activist – Demonstrates passion for inspiring people while overcoming obstacles in his or her own life • Trendsetter – Supports change for inclusion and diversity, such as finding and championing opportunities for inclusion• Humility – Cultivates inclusion and diversity behind the scenes, without seeking credit for results

Eileen Glasgow received the first Alison Bushon Spirit of Inclusion & Diversity Award at a moving ceremony at Humana’s headquarters in Louisville in December 2013. Eileen is a frontline leader in the Cincinnati Service Center.

“ Information Technology is on a journey to create a culture of inclusion. Our collective diversity is a strength and an important differentiator, capable of creating a competitive advantage. Focusing on diversity keeps us open to new possibilities. An inclusive, diverse workforce enables us to deliver on our commitment to make it easy for people to achieve their best health. Each of us has a role in creating a workplace where we are all accountable for producing great results.”– Brian LeClaire, Senior Vice President

& Chief Information Officer

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Position the organization for growth by emotionally connecting with a wider customer base.

Marketplace

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NRG ConnectEvery year, Humana’s Board of Directors is updated on the progress and accomplishments of our NRGs. As a result of a conversation between A.J. Hubbard, Director of Inclusion & Diversity, and Humana’s Board of Directors, the NRG Connect was formed as a way to get the NRGs connected to the business and drive business outcomes.

The NRG Connect provides more opportunities for marketplace “wins” for the NRGs. Leaders from the Network Resource Groups participate in a cross-functional program where they work to enhance an existing project or strategy for a specific business segment. The first project was identifying enhancements to the Humana Provider Directory to create a better experience for current and potential members.

Humana’s Hispanic InitiativesHispanic Cultural Competency Training eModuleIn 2013, the Hispanic segment accounted for 17.4 percent of the total U.S. population, making Hispanics the largest minority segment. That figure is expected to rise to 19 percent in five years. Additionally, in 2014, the Affordable Care Act will enable many of the 50 million uninsured (comprising more than 30 percent Hispanic) to enroll in individual health insurance products. To meet the needs of the growing Hispanic segment, Humana is addressing the unique healthcare and communication needs of this population.

17.4% 19%Our Multicultural Marketing and Health Guidance organizations have partnered with our Hispanic NRG to launch a Hispanic-specific module that delves into the differences and similarities among various Hispanic subgroups. Through the development of a Hispanic Cultural Competency eModule, Humana will be better positioned to attract and retain Hispanic members, while demonstrating Humana’s commitment to reducing health disparities and increasing cultural awareness.

To address the needs of our Spanish-speaking members, Humana offers Nuestra Salud Humana®, a comprehensive suite of bilingual offerings. Improvements to the suite include a Spanish member online portal, dedicated Customer Service teams, a 24-hour health information line and Humana’s Personal Nurse® program, which offers one-on-one relationships for members with chronic conditions.

Aiding seniors with diabetesIn 2012, to help Hispanic diabetic seniors better self-manage their diseases, Humana conducted a pilot program with the National Council of La Raza, the country’s largest social advocacy group serving Hispanics; the Mexican-American Unity Council in San Diego; and California State University, Long Beach. Participants in this pilot reported statistically significant changes in several measures of health and well-being, recognizing the impact made by the community health worker in providing social support and health education to this population.

Other accomplishments of the Multicultural Marketing and Health Guidance organizations include:• Contributing $10,000 to the Mexican American Unity Council in San Antonio, TX, for a Hispanic student scholarship• Translating consumer education materials for the Affordable Care Act into Spanish to simplify information about the

law and support enrollment into health insurance by Hispanics• Educating our broker and employer partners and presenting at local conferences and sponsoring local initiatives• Engaging in “thought leadership” to address the changing demographic landscape in the United States

2013 U.S. Hispanic population

Estimated U.S. Hispanic population in 2018

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A message from our Senior Vice President and Chief Consumer Officer, Jody Bilney

Inclusion & Diversity is key to consumer engagement

Connecting with consumers. Providing a perfect experience for our members. These are part of Humana’s values as we commit to align with and reflect the markets we serve. And that means meeting our members on their terms. Our challenge is to explore their cultures and their backgrounds to be sure we are offering products and services that meet the needs of an increasingly diverse population.

We must accept that “one size fits all” does not work in today’s marketplace. Providing the perfect experience for our members starts with understanding their unique needs – background, culture and language. Basically, I&D is the marketplace. To effectively reach our diverse customer base, we are aligning ourselves to be relevant to seniors, employers and employees from all corners of the world. As our markets evolve, we can’t just sit back and observe. We can’t ignore the change; we must both embrace it and relate to it.

One way we’re moving toward our goal of helping our members achieve lifelong well-being is through our Mississippi initiative. As one of the least healthy places in the United States, Mississippi was not a high priority for most major insurers as they prepared for the Affordable Care Act. In fact, Humana was the only major carrier willing to enter this underserved market.

We took on this project for three key reasons:

• We were confident we could help these consumers• We felt we could understand the individuals in these

communities and work to engage them, based on our I&D experience

• We knew we could apply the full force of our products, services and tools to make a difference

Our goal is to positively affect the health of this segment of the country. While time will tell if we’ve met that goal, already we’ve demonstrated our commitment and made a serious and high-profile investment in the outcome.

Of course, inclusion and diversity starts within the company. To understand the diverse needs of our members, we turn to our own associates. Our workforce comes from all corners of the world. And they bring us the ability to live inside our members’ worlds – worlds that may be vastly different from those we have known in the past.

As we continue to impact the marketplace in 2014, addressing the healthcare needs of our diverse customers isn’t just the right thing to do – it’s the only thing to do.

I worked closely with a Hispanic family at one of our facilities. The mother had given birth to quadruplets, and the family had been through a lot, including the death of one of the babies. The surviving babies needed a lot of care, both in the hospital and at home.

During the babies’ hospital stay, the Neonatal Intensive Care Unit (NICU) provided excellent care as well as information, guidance and teaching for the parents. The hospital provided the family with Spanish-speaking neonatologists and healthcare workers to explain each baby’s specific needs. I met with the parents along with an interpreter and also spoke to them on the phone, using Humana’s translator system. We built a strong bond with one another, and I looked forward to the calls and updates on the babies.

I talked with the mother several times about the last baby’s discharge from the NICU to explain that the baby probably would go home on a ventilator. I talked weekly with the nurses, case manager and the discharge planner about ways to help this family deal with the equipment and their baby daughter’s unique needs.

This case has shown me how people embrace diversity daily in our profession. Everyone involved in this case has worked together to support and assist this beautiful family. I am thankful for my opportunity to be part of their amazing journey.

Cultivating the uniqueness of our members My story of the impact of inclusion and diversity Danielle Harvey, Registered Nurse

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Supplier Diversity

What we reportHumana’s spending with various business classifications are tracked and reported through our Supplier Diversity program and include the following minorities:

• African American• Asian-Indian American• Asian-Pacific American• Hispanic American• Native American• Individuals found to be

disadvantaged by SBA guidelines, both socially and economically

Small Business Mentor-Protégé ProgramHumana Government, a wholly owned subsidiary of Humana, is a prime contractor to the federal government. Government contracts require vendors to include small businesses in their bids to meet federal compliance requirements. Humana’s small business mentor-protégé program has provided technical, developmental and managerial assistance to qualified small businesses since 2012.

Awards and AcknowledgementsDuring the recent 2013 Annual Tri-State Minority Supplier Development Council (TSMSDC) Agave’ Awards celebration, Humana was presented the Agave’ Keystone Corporation of the Year award in the category of firms with more than 5,000 employees. This award recognizes those corporations whose Supplier Diversity/Supply Chain Corporate Social Responsibility (CSR) programs have demonstrated continued efforts toward the utilization of minority-owned businesses.

Humana’s minority-owned businesses were recognized for service excellence at 2013 annual awards event celebrations by the National Minority Supplier Development Council (NMSDC) and the regional TSMSDC.

“ A diverse supplier base is not only a business imperative, it makes good business sense. Through our Supplier Diversity Program, our intent is to positively impact our communities, locally, regionally and nationally, by establishing mutually profitable and sustainable relationships with suppliers for the procurement of quality goods and services.”– Sandra Harper, Supplier Diversity Manager

OutreachHumana’s supplier diversity program strives to nurture and develop the growth of Humana’s diverse supplier base while optimizing service, quality and cost. Through periodic events hosted by Humana or annual engagements in with the organizations listed below, we continued to strengthen current relationships and identify new suppliers interested in partnering with us.

National Supplier Diversity Advocacy Organizations:• National Minority Supplier Development Council®

• Women’s Business Enterprise National Council• U.S. Small Business Administration• National Gay & Lesbian Chamber of Commerce®

• US Business Leadership Network®

+34%Medical/Clinical Supplies and Services

+18%Advertising and Promotional

Due to our outreach engagements in 2013, we were able to increase our diverse spend in the following categories:

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Improve the lives of the people around us by focusing on our associates and the communities we serve.

Community

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Cincinnati YMCA Black and Latino Achievers Strengthening the community by strengthening lives is the heart of what the YMCA is all about. It’s also the focus of our YMCA Black and Latino Achievers Program – one student and one volunteer at a time. Since the program’s beginning, it has awarded over $200,000 in scholarships, assisted youth with over $4 million in other scholarship awards and engaged more than 4,500 adult volunteers through a network of corporate and community partners.

Every year, two Cincinnati-based associates are awarded and recognized as the Cincinnati YMCA Black and Latino Achievers. Humana has sponsored this partnership for 19 years, starting in 1994 with six honorees. The nominees are selected for their dedication to community service and recommended by their leader or a member of the leadership team for their outstanding achievement in the workplace.

This year’s winners are Sharon Bibb and Zulema Bent.

The prestigious award was presented to the following recipients based on their dedication to community service, recognition in the workplace for outstanding achievement and being exemplary role models for African-American youth. From left to right: Jermaine Reeves, Patrick Levier and Denitra Booker

Chestnut Street YMCA Black Achievers ProgramThe YMCA of Greater Louisville Black Achievers Program enhances the educational, personal and career development of local African-American youth in grades 8 through 12. The program connects these students with more than 200 adult volunteers, including Humana associates, to help them establish and pursue career and educational goals.

The Humana Foundation sponsors $10,000 scholarships for eight students through this program. Two scholarships typically are awarded each year to graduating high school seniors who participate in the program. This will be Humana’s 35th year partnering with the YMCA.

Humana associates recognizedAs a sponsor of the Black Achievers Program, Humana has the opportunity to honor three Louisville-based Humana associates as Adult Black Achievers at the Annual Black Achievers Awards Celebration. This recognition enables us to showcase our high-potential African-American associates and provide them with a meaningful development and networking experience.

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So far, they have completed 10 houses, most recently in November 2013, with more than 100 associates working two to three days on each house.

Habitat for HumanitySince 2003, more than 700 Humana associates have helped build homes in Louisville for low-income families through our partnership with Habitat for Humanity.

We would like to thank all of our Inclusion & Diversity partners who contributed to this report: A.J. Hubbard, Inclusion & DiversityAaron Evans, Human Capital AnalyticsBeth Bierbower, Large Group Employment SegmentBridget Dale, Clinical Client ServicesCarolyn Hudson, Medicare Service OperationsChris Birkmeyer, Employer Support TeamCorey Blakey, SOIT Inclusion & DiversityDenise Webster, MarketingDevann Steele, CompensationEileen Glasgow, Service OperationsGertrudes Holder, Health Guidance Organization

Jay Brethen, Talent AcquisitionJennifer Medley, Inclusion & DiversityJeremy Bacelieri, Employment Concierge UnitJody Bilney, Chief Consumer OfficerJohn Schriber, EngagementKai Johnson, Inclusion & DiversityKatie Carr, LifeSynchKevin Regenhold, Corporate ProcurementKyle Spalding, Associate Communications Lisa Huber, Corporate CommunicationsMargaret Herndon, Marketing

Maronica Williams, Talent AcquisitionsMary Therese Dinga, Human ResourcesMeg Adams, SOIT CommunicationsMelissa Brock, Inclusion & DiversityMeredith Fuson, Talent AcquisitionNancy Torra, Medicare Service OperationsPatrick O’Toole, Humana MarketPointPortia Odette, Procurement - Supplier DiversityRhonda Plunkett, Inclusion & DiversityRod Holt, Senior ProductsSandra Harper, Procurement - Supplier Diversity

Sarah Ahmad, Clinical Business SolutionsStephan Junion, Leadership StrategiesTanya O’Neil, Inclusion & DiversityTeresa Looney, HumanaVitalityTim Huval, Chief Human Resources OfficerTyson Bauer, Strategic Alignment & IntegrationVicente Armendariz, Strategic Alignment & IntegrationWil Grant, IT Shared ServicesYvonne Haller, Marketing

Project BUILD (Business United in Leadership Development)This Lincoln Foundation-sponsored program introduces high school juniors and seniors to business through visits to local corporations and sessions with their leaders.

Each summer, students participate in a business program that offers college-level business classes and advice from local corporate leaders on such topics as creating a professional action plan, diversity in the workplace and business protocol. Humana has partnered with Project BUILD for more than 17 years.

Feast on EqualityIn 2013, Humana became a sponsor of Feast on Equality. This organization was founded five years ago by the University of Louisville’s LGBT Center. The focus is on students who have lost their family’s financial support system for being open and honest about their sexual orientation. Feast on Equality provides support for LGBT members at the university and their heterosexual supporters. Pride, Humana’s LGBT NRG, has been instrumental in developing the relationship with Feast on Equality and providing associate mentors for the youth in this organization.

For more information, please visit our Inclusion & Diversity site at Humana.com/diversity or contact us at inclusion@humana.com. We welcome feedback and suggestions on our programs.

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