Q. Earlier disabled persons would face difficulties in getting a job. How is the scenario now and what are the major challenges faced by disabled workers at the workplace?
A. We need to conduct disability sensitisation workshops and seminars. The sensitisation events should cover issues such as inclusive employment practices, accessible workplaces and imparting skills to persons with disabilities.
The employment support from corporate sector and government is mandatory to overcome the odds. Equal opportunities in the market and work environment that is open, inclusive and accessible is also important.
People with disabilities make good, dependable employees. Many cases are eloquent testimony to the fact that disabled persons ensure higher productivity, lower accident rates and higher job retention rates. People with disabilities represent an untapped source of skills and talent, including technical skills if they have access to training and development programmes.
People who become disabled while working often have valuable skills and experiences learned on the job, in addition to their formal qualifications. Hiring people with disabilities can contribute to the overall diversity, creativity and workplace morale and improve the company’s image among its staff, community and customers.
We need to look for improvement on the accessibility front, like designing IVR-based ATM for visually impaired people. For people on wheelchair, ATM should be at hand distance. Certain areas in the company need to take care of infrastructure meant for physically challenged people. It is important to improve accessibility at the workplace as well as in public places and public transport to expand the employment for disabled persons.
Q. Are they treated with sympathy or considered on a par with other employees?
A. No, they are not looked upon with sympathy. They are guided and constantly informed that they play a critical role in business plans. They work on the same targets as other employees.
Q. Tell us about EuroAble?
A. EuroAble is the brainchild of Mr. Shapoor Mistry, chairman, Eureka Forbes Limited. It is an initiative by Eureka Forbes in association with NASEOH (National Society for Equal Opportunities for the Handicapped).
While unemployment is a major issue in India, the condition of those with special needs is worse. In India, there are at least 40 million differently abled persons. With social security mostly absent and disability perceived as a hindrance, the biggest aspiration of this group is to get a job for financial independence and decent life.
Every small convenience and need of the employee is taken care of. EuroAble management has ensured that the call centre is specially designed, incorporating the needs of its employees. Facilities like walking paths, wheelchair-friendly workstations, friendly keyboards, headsets are made available.
Every employee is also taken through an extensive two-month period of rigorous training that involves sharpening their communication skills, special coaching in English, voice modulation and a thorough familiarisation with all the company’s products. The end result is a confident team, well-equipped to deal with customer complaints and to generate sales leads.
What is spectacular is that despite their physical disabilities, they never compromise on efficiency. Many employees who have performed well over the years and have grown with the call centre have been inducted into the leadership programme. They are responsible for supervising the entire gamut of operations of the call centre. They are assured the financial stability of their families as well. The initiative makes sure that the differently abled persons strive to become financially independent and emotionally stable members of the organisation and society.
Q. What were the initial hiccups you had to face while executing the EuroAble project?
A. Majority of the employees recruited were from the lower income strata, with limited or no fluency in English. Having suffered discrimination for most part of their life, they needed special counselling to be able to speak as ‘equals’ to any customer. Further, they needed to sound and act like professional call centre employees representing a premier company, so constant motivation and round-the-clock monitoring was important to ensure that.
Q. What precautions should organisations take to provide better working conditions for disabled workforce?
A. Organisations should ensure that the physical as well as emotional needs of employees are taken care of. The offices should be designed in a way to incorporate their myriad needs. It is advisable to have a doctor on the premise so that any medical emergency can be handled in a timely manner. A counsellor at the workplace can provide the necessary emotional support to employees with special needs.
Q. How big a challenge is it for HR managers to train and skill disabled employees?
A. Training and support they receive should boost their confidence and make them part of mainstream. The biggest challenge HR managers face is making the disabled employees feel equal to regular employees who are physically fit and part of the mainstream workforce. One should also ensure an overall personal development for them.
