Executive leadership.

Shared vision.
Industry expertise.
Strategic thinking.

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Paul Forte

Chief Executive Officer

Paul is a pioneer in the field of long term care insurance, and was among the first to market individual long term care insurance policies and large employer group contracts in the late 1980s. His deep industry knowledge has earned him recognition as a leader on national long term care policy issues. Paul has testified before Congress, and spoken frequently at national conferences, made appearances on Federal News Radio, and published numerous articles on the topic.

Paul's expertise has propelled FedPoint to the forefront of the industry, which has led to the company securing three successive federal contracts for the Federal Long Term Care Insurance Program (FLTCIP) awarded by the U.S. Office of Personnel Management (OPM).

Paul earned a bachelor of arts degree from the University of Massachusetts at Amherst and a doctorate of philosophy from State University of New York at Buffalo. Paul also studied at the Graduate Center at City University of New York, where he was an intercampus fellow. In addition, Paul attended the Darden Graduate School of Business at the University of Virginia and has been a member of the CEO Peer Group Program.
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Kevin Hill

Chief Operating Officer

Kevin oversees the planning, implementation, and operational aspects of the business, ensuring the company's core lines of business—the FLTCIP and BENEFEDS—perform at the optimum level. He and his team routinely analyze service and transaction trends in an effort to guarantee the company is continuously improving the service model we present to our clients.

Prior to joining FedPoint, Kevin served as vice president of product management for John Hancock's retail broker-dealer, John Hancock Financial Network. He has spent more than 20 years in financial services, with experience in marketing, operations, call center management, and IT.

Kevin received his bachelor's degree in economics from the University of Massachusetts at Amherst.
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Geoffrey Norris

Chief Financial Officer

Geoff defines the financial direction for the company. With more than 25 years of experience, he has a keen understanding of life, long term care, and health insurance financials and operations. His experience allows him to effectively guide strategic and tactical finance decisions to benefit the company in the short and long term. Geoff's team provides reliable and timely financial information and analysis, as well as implements and maintains proper internal controls to protect the company's assets.

Prior to joining FedPoint, Geoff held several leadership roles at Manulife/John Hancock Financial, including head of U.S. and Canada Expense Management and controller for U.S. Annuities. Geoff also served in roles as the assistant corporate controller for Blue Cross Blue Shield of Massachusetts and finance manager at Healthsource/CIGNA. Geoff began his professional career with Deloitte.

Geoff received his bachelor's degree in business administration from the Whittemore School of Business and Economics at the University of New Hampshire. He is a certified public accountant.
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Cindy Caldwell

Director of Information Technology

Cindy provides leadership for the continued development of an innovative, robust, and secure information technology environment. She is responsible for the systems architecture and infrastructure strategy underlying all business lines, with a goal of continuous improvement and aligning technology solutions to support service-delivery quality, efficiency, security, and customer satisfaction.

Cindy has a unique blend of experience in employee benefits, outsourcing, and operations and implementation management. Prior to joining FedPoint in 2009, Cindy held various senior management roles within the benefit outsourcing division of Fidelity Investments, where she was accountable for service delivery, client satisfaction, service quality, and financial profitability goals. Cindy was also a benefits manager for the Foxboro Company.

Cindy received her bachelor's degree in accounting from Bryant College.
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Diana Chase

Director of Marketing Communications

Diana oversees the brand management and marketing initiatives for FedPoint and its products. With more than 25 years in the industry, Diana has a solid understanding of product strategy, creative services, and marketing management, and is responsible for the strategic planning, development, analysis, and fulfillment of marketing initiatives to drive market share and profitability.

She and her team are responsible for the creation, stakeholder and compliance approval, implementation, and tracking of marketing growth programs, as well as corporate and program-line broadcastings, including all direct mail and direct correspondence, email, video, advertising, articles, website content, and other communications support, as well as communication controls, analysis, and reporting.

Her department exercises tactical approaches in order to shorten the buying cycle, minimize expenditures, enhance ROI, and strategically create and sustain demand and preference via brand building and positioning.

Diana joined FedPoint in 2003. She earned her bachelor's degree from the University of Southern Maine. She is a certified long-term care professional by America's Health Insurance Plans.
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Brian Frankenfield

Director of Digital Platforms & UX
Executive Sponsor Corporate Giving

Brian provides the strategic business and technical direction for FedPoint's portfolio of online properties to deliver an efficient, intuitive, and secure online user experience across all platforms and devices.

Since joining FedPoint in 2002, Brian has worked closely with the U.S. Office of Personnel Management (OPM) and 14 of the nation's leading insurance carriers to build and continuously strengthen the BENEFEDS online platform and supporting service operations. Brian helped to shape the initial concept of exceptional, efficient service into a working model and then transform that model into a successful ongoing operation, providing members of the federal family with the convenience and time-savings they have come to expect. Today, BENEFEDS administers various functions for more than four million covered lives across multiple federal benefits.

Brian also oversees FedPoint's charitable giving and community engagement program, where he is responsible for building and directing a cohesive strategy to deliver long-term community benefits, employee engagement, and corporate results through sponsorships, grants, corporate donations, matching gifts, and employee volunteerism.

Brian has more than 15 years of experience leading technology and business process operations and has worked with organizations including Cahners Business Information (a former Reed Elsevier subsidiary), IBM, and EMC Corporation.

Brian received his master's degree in business administration from Bentley College and a bachelor's degree from Marist College.
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Steven Hutcheon

Director of Client Services

Steve is an experienced operations leader who oversees FedPoint's client services, including the contact centers for both BENEFEDS and the FLTCIP, external vendor relationships that support these functions, and the Customer Service Center support group. He is accountable for leading an engaged client service team, which delivers excellent support to our valued customers.

Prior to joining FedPoint, Steve was vice president of operations for John Hancock's 401(k) business. Steve's breadth of experience is wide. During his 20 years in financial services, he has led successful teams in call center management, client services, operations, project delivery, and IT.

Steve received his bachelor's degree with honors in business studies from the Robert Gordon University in Aberdeen, Scotland.
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Ken Kasprzak

Director of Information Risk Management and Information Security Officer

Ken provides strategic and tactical leadership over the functions supporting information security, information risk management, FISMA compliance, and business continuity.

To ensure a secure operating environment for FedPoint enrollees, employees, and government business partners, Ken and his team utilize and implement information risk-management best practices; develop cybersecurity controls, awareness, and training programs; and perform security risk assessments of vendors and internal systems. In addition to ensuring the highest levels of company resilience against cyber and other external threats, these activities help achieve FISMA compliance, as well as protect the company's critical information and business systems.

Ken offers more than 40 years of experience leading global teams in information security, risk-management, and compliance, as well as business continuity functions in the manufacturing, banking, retail, and insurance industries.

Ken received his master's degree in business administration and a bachelor's degree in finance from the University of Toledo. He is a Certified Information Systems Security Professional (CISSP).
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Keith Leader

Director of Operations

Keith leads our frontline customer service operation, where every touchpoint with customers is an essential part of guaranteeing their continued satisfaction. Keith brings knowledge and compassion to this role and is committed to making the customer service experience as responsive and timely as possible.

Keith is responsible for all administrative processing functions, including claims, mail operations, new business processing, premium administration, and reconciliation for both the BENEFEDS and Federal Long Term Care Insurance Program (FLTCIP) businesses. His position puts him at key junctures throughout the customer life cycle, from the acquisition of new customers and the servicing of existing ones to the efficient treatment of claims when care is needed. He also oversees the FLTCIP call center and maintains client correspondence functions.

Prior to joining FedPoint in 2002, Keith worked as the customer relations manager and class action project manager at Sun Life Financial and as a business analysis team leader at Blue Cross Blue Shield of Massachusetts. He also served as a technology solutions manager at the Moore Corporation.

Keith received his bachelor's degree in business administration from the Whittemore School of Business and Economics at the University of New Hampshire. He also holds the LOMA Associate, Customer Service designation in life insurance.
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Cheryl Lemai

Director of Compliance

Cheryl oversees our compliance with federal regulations, contractual obligations, and governing laws. She manages a team responsible for reviewing legal and contractual questions, as well as analyzing and reporting data. Cheryl also supports the company's efforts to deliver excellent customer service by minimizing obstacles whenever possible. In addition, she provides account management support to our primary customer.

Cheryl has held several managerial roles at FedPoint, including managing the BENEFEDS call center. Prior to joining FedPoint in 2007, Cheryl directed production at a Boston-based translation services company. She holds a bachelor's degree from the University of New Hampshire and a master's degree from Syracuse University.
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Ken McCarthy

Director of Business Development & Business Solutions

Ken accounts for the organization's implementation of an effective planning framework in the pursuit, capture, and execution of new contracts, from pre-solicitation to pricing and implementation.

Additionally, Ken leads a shared-service group that acts as a liaison between the operational and technical teams across our business lines. His team of project managers, process analysts, business analysts, and quality assurance engineers scope and manage complex enterprise projects and facilitate change across the organization. The department's goal is to embrace continuous improvement and advance service-delivery quality, efficiency, security, and customer satisfaction.

Prior to joining FedPoint in 2014, Ken spent 20 years with John Hancock (a subsidiary of Manulife Financial), where he served most recently as head of strategic planning for the operations and IT function within Manulife's Investment division. There, Ken collaborated with IT, operations, and finance leaders from Manulife's U.S., Canadian, and Asian regions to streamline and optimize commercial suppliers and key business processing functions. Before that he held a variety of leadership roles within the planning, operations, and project-management functions.

Ken earned his bachelor's degree in finance and master of business administration from Suffolk University. He holds Series 6, 7, 26, and 63 Financial Industry Regulatory Authority (FINRA) licenses.
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Melissa McLaughlin

Director of Human Resources

Melissa defines and executes the human resources strategy for the company. She oversees the development of HR programs aimed at building and maintaining a high-performance culture that engages employees, develops effective leaders, and values and supports employee efforts to deliver extraordinary service to FedPoint's customers.

Melissa oversees recruiting, training and education, performance management, payroll, benefits, and employee relations. Under her oversight, we have developed a friendly, supportive work environment with a welcoming atmosphere.

Melissa has more than 20 years of senior-level human resources experience within the insurance industry. Prior to joining FedPoint in 2002, she was the director of human resources for two regional staff model HMOs, one of which provided patient care and insurance services for a large U.S. Department of Defense contract.

Melissa is a certified senior professional in human resources and received her bachelor's degree in business from Southern New Hampshire University.
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Joan Melanson

Director of Education and Outreach

Joan oversees the outreach and educational components of promoting the FLTCIP. She works closely with federal agencies and affinity organizations, including active employees, annuitants, retiree organizations, members of the uniformed services, and Congressional staff.

Joan manages a team of account managers and has established our pre-enrollment call center to help maximize awareness and understanding of the FLTCIP, which comprises a staff of certified long term care consultants (CLTCs). Under Joan's supervision, the CLTCs handle in- and outbound phone calls to be certain callers get the information they need to make the right long term care decision.

Prior to joining FedPoint in 2002, Joan was director of national accounts at the Corporation for Long Term Care Certification. Joan also spent 17 years at John Hancock Financial Services, where she served in various capacities, including director of the Signator Broker Dealer Department, director of marketing for individual long term care insurance, and in other marketing, research, and sales promotional positions.

Joan earned an MBA in marketing from Northeastern University, and also has a master's of education degree in counseling psychology from Boston College, and a bachelor of arts degree from Tufts University.
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Marilyn Staff

Director of Care Coordination

Marilyn has 30 years of experience in acute care, home care, and long term care environments. She oversees the company's care coordination and customer relations, benefit authorizations, plan of care management, quality performance, and budget execution. She also works to develop staff growth initiatives as rising claims drive changes in our service model.

Marilyn came to FedPoint from a leading provider of in-home care services, where she was the director of operations and responsible for the home health care functions of four branches and provided leadership in staff training and retention, caregiver recruitment and management, budget development, and process and policy improvement.

Marilyn is a registered nurse and graduate of Boston College.

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