Employment of persons with disabilities can boost morale of the employer and the employee - both deriving benefits from the employment relationship. And putting accommodation arrangements in place is a creative, collaborative process that does not have to be complicated or costly. This section provides some stories to illustrate the positive impacts of a pro-active approach to employment and accommodation of persons with disabilities.
There is nothing like a good story to inspire others - we encourage you to share! If you have a positive story to tell - email it to the Thinking Outside The Box Committee. Your identity will be kept confidential. Your contact information will be used only to confirm, clarify and finalize your story.
I have Spinal Muscular Atrophy (SMA) which is a neuromuscular condition causing weakness of the muscles. As a result of this condition, I use a motorized wheel-chair for mobility purposes.
When I first sought employment after graduating from Business Administration many of the buildings where Accounting/Finance firms were housed were not wheel-chair accessible. I had great initial contact with employers (over the telephone); however, once they discovered that I use a wheel-chair I could not pursue employment opportunities made available to me because of the lack of access to buildings.
Then one day while visiting one of the old Employment Centres, an Employment Counsellor mentioned whether or not I considered working for the Federal Government. She advised me that access would not be a problem given that all Federal Government (public) buildings needed to be wheel-chair accessible. I applied through the Public Service Commission and was referred to a job in Human Resources. At the time I thought "HR?!?" however, never to turn down an opportunity I went to the interview and me and "HR" have had a wonderful 20 year relationship to date!
Initially, the accommodation I acquired was pretty minimal. Providing that the building (and washrooms!) were wheelchair accessible I didn't need anything else. However, as my disability progressed, I needed additional accommodation. I sought medical advice regarding what I could do to sustain the muscles that remained and was advised that physiotherapy would greatly contribute to this. After some research I discovered that I could have a therapy session scheduled once a week in my home. To accommodate this appointment I work from home once a week and it has greatly improved my health and well being.
As an HR practitioner, very often my clients seek advice and guidance regarding disability issues and accommodation. Very often I advise both our managers and employees that it is critical to keep an open dialogue so that expectations and needs are accommodated, yet when it came to me requesting additional accommodation I had a difficult time. During the last couple of years my disability had once again progressed which had given additional obstacles to overcome because it once again affected my independence. This in turn was causing me additional stress, because it was taking me longer periods of time to use the washroom. The day I walked into my manager's office to request for Attendant Care Services was one of the toughest things I've had to do. It wasn't that my manager wasn't supportive; it was me accepting the fact that I needed additional assistance to help me cope. My manager set-up a Personal Needs Assistance contract with an outside Agency and this service has now been in place just under a year. Once again, this has greatly improved my health and well-being which in turn has benefited my productivity.
I like to think that I have a positive attitude to life. I credit my positive attitude, at least in part, to the people I work with. I will not pretend that living with SMA is a breeze or that I haven't contemplated what it must be like to not have a disability, but I feel it is important that with the limited energy I do have I need to channel it into the things I can do rather than wasting precious time worrying about the things I have no control over.
I have a hearing impairment. When CIBC hired me, they provided me with a telephone amplifier, FM system (amplification system), ASL interpreters for social outings and important meetings and assisted with training and maintaining communication with other employees through a TTY. We also used vibrating timers for call centre call flow management and binaural headset. We also worked on the placement of my work station so that I could see people approaching. At meetings, a note taker was arranged to sit beside me, and I use a white board in my office. My manager arranged for sign language classes to be offered to the immediate work group, and flashing lights were installed for emergencies.
I am unable to stand for long periods of time so CIBC hired a construction firm to install a special wicket/workstation so that I could sit and service customers. The biggest obstacle was not the retrofitting of the workstation nor the impact on the customers. The biggest obstacle was getting the building owner to approve the redesigned space.
I have a mobility impairment and use two crutches.
I have to use a security pass code card to enter all areas of the building and gain access to washrooms and elevators. If I drop my crutches to get the card, by time I scans the card and pick up the crutches, the doors have closed. What we worked out was that we could attach the pass code card to one of my crutches - I just lift the crutch and wave the card in front of the electronic beam. But in addition to this, the bank also increased the length of time the doors in the building and the elevator doors stay open.
"I got a job with TD Wealth Management. I have schizophrenia which requires me to take multiple breaks throughout the day. TD has accommodated me whenever those breaks are needed. I also require recurring time off for medical appointments and TD has no problem covering me during those times."
Two candidates recently hired at TD Canada Trust e.bank have already become role models for other telephone banking specialists. Not only have they been recognized for their excellent customer service by customers, they are exemplary employees and are known for their hard work and dedication. We are happy to share their stories with you.
"TD is a great organization to work for - I have had nothing but unlimited support. I love working with a wonderful group of people in a very nice environment," said Bruce, a telephone banking specialist with TD Canada Trust e.bank in Edmonton.
Within six months of being hired, Bruce, a telephone banking specialist with limited vision had become a role model for superior customer service at TD Canada Trust. Several customers have had such a positive experience with Bruce that they have asked to be transferred to him when calling to do their telephone banking. In fact, Bruce was recently nominated for a Moment of Truth story for his experience with one such customer in March 2007 (a Moment of Truth story occurs when a customer has an experience that is so powerful they tell friends, family and colleagues about it).
"A customer called TD Canada Trust (TDCT) Telephone Banking and asked to make a third party transfer to her son's account. Bruce answered the call and helped the customer with the transaction. After offering the confirmation number, the customer told Bruce she would try to remember it but after he gave it to her the customer laughed and said, "I don't think I can remember that." The customer then mentioned that she couldn't write it down either because she was blind.
Bruce apologized and shared a little secret - "I am quite visually impaired myself." The customer was beside herself and asked in amazement, "And you are working there?"
Bruce proceeded to tell the customer that TD Canada Trust is a great place to work, and how TDCT gives him the equipment he needs to do his job. Bruce also said that TDCT is an equal opportunity employer and that he is grateful that the organization gives people with visual impairment the opportunity to work there. Bruce also told the customer that he understood what she was going through.
The customer said that she would be happy if she could be transferred to him every time she called TD Canada Trust e.bank. At the end of the call, the customer complimented the specialist for the great customer service and the connection he had made with her throughout the entire call."
When Bruce was asked what makes him such a success with customers he replied, "I just treat people the way I want to be treated. I treat them with respect. When they are upset I just talk to them in a nice calm voice and I find that works very well. It's a very rewarding job as you can help people solve their problems."
In April 2006, a candidate with physical and cognitive challenges was hired by Markham e.Bank as a telephone banking specialist. When the specialist first started working at e.Bank he required one on one support, additional training and personalized job aid materials. With the help of his diversity coach and the support of his team manager, however, the specialist developed an action plan during coaching sessions to increase his sales results. This plan included taking advantage of the various templates and reference material that was created for him.
The result has been impressive. The specialist has become a 'star' with customers at TD Canada Trust e.bank, and many customers have given him 'sunshines' (a sunshine is a compliment or recognition given to a specialist for exceptional service - the customer normally calls or writes TD Canada Trust e.bank). Customers often compliment him on his extensive banking knowledge and his customer service, which frequently goes above and beyond that which is required.
The specialist's success is not only the result of his increased confidence and hard work, but is also the result of the accommodation and support that have been provided by TD Canada Trust e.bank. This includes assistive technologies, adjusted goals, one on one support and focus on career development.
I went blind in 1986, in my second year of Chemical Engineering at Ryerson Polytechnical Institute. I took a year off to regroup and reskill, including learning Braille. Because I knew I would be unable to work in a chemical lab, I switched my focus to working in an office and using the computer. Ryerson was terrific in accommodating my needs and I was able to successfully complete the program I'd started in. In fact, I was the first legally blind person to graduate from Chemical Engineering in Canada.
I joined the company as a grad trainee and now provide project management support in Electricity Production. It's perfect for me, because I listen, probe and pay attention to detail. I do much of my work over the phone or through e-mail. Sometimes people forget, or may not know, that I'm blind. If they hand me a post-it note or documents to read, I just ask them to send them to me electronically. On the computer, I'm as good as anyone else. Over the years, the computer software that enables me to "read" (really listen ...) has improved tremendously. And it's not expensive - approximately $2000 for for licenses.
An important challenge for me has been the changes and re-education required as a result of system changes and reorganizations. New supervisors and co-workers may have misconceptions or fears about working with a blind person. There's an initial adjustment period, but people quickly adapt to my needs and want me as part of the team. I’ve never felt that I've been placed where "I won't do any damage.'' I'm pretty content right now. I like my work. I work with great people. I'm trying to get back into my old hobby of collecting hockey cards, and I take my dog jogging. I have two little kids - and I'm encouraging them to read to me!