When Performance Transcends Physicalities

The term "handicapped" or "physically
challenged" is now applicable only to those who are lazy, incompetent or
lethargic. Ask the IT heads in Bangalore. They have a lot of positive things to
say about the people with disabilities employed in their organization and their
performance: greater empathy towards customers and loyalty for the organization.
Greater chances of retaining this knowledge capital has turned the attention of
BPO organization to including people with disabilities in their payrolls.

BPO companies have a plan of action that focuses on attracting
and retaining people with disabilities. They are also collaborating with NGOs to
recruit deserving candidates. People with disabilities are employed in various
segments like quality assurance and desk oriented job in verticals like banking,
finance, and insurance.

Fast Facts

The IT/BPO sector in the state of Karnataka is estimated to have provided employment to over 5,000 physically challenged persons. The percentage of employment of physically disabled in each industry varies from 2-5% depending upon job specifications.

Source: Department of IT, BT, and S&T, Karnataka government

Workplace Solutions

Workplace solutions differ from organization to organization based on
policies they follow. For example, many have put up ramps/escalators instead of
steps, installation of wheel chair slopes for easy movement within the facility,
specially equipped vehicles for home pick up and drop, buddies for their
guidance and help, and special training courses keeping in view the nature of
their disability. However, these people are being hired on the basis of merit
and not out of sympathy because at the end of the day, organizations want
productivity.

"The basic infrastructure is lacking due to which people
with disabilities feel neglected. There is a need to create an environment which
makes the surrounding environment congenial to their free movement. If the
environment is unfriendly, they will hesitate even more." says JP
Shivakumara Swamy, founder, iCAD Engineering.

"We have approximately sixty employees, and to cater to
those with visual impairment we have installed the JAWS software and screen
magnifiers for those with low vision." explains Menu Bhambhani, manager,
Community Initiative, MphasiS.

"Before employing, we hired a specialist in this area not
only to facilitate the initiative but also to review our policies and
procedures. Today, we have an Equal Opportunities Team to look into the
Diversity & Affirmative Action initiatives of the company," said
Nandita Gurjar, VP, HR, Infosys BPO. Organizations also conduct sensitization
programs for other employees to ensure a friendly work environment.

Integration with HR

Employment of people with disabilities is not merely a corporate social
responsibility (CSR) that companies are following, but a part of HR practices.
Providing employment is not a corporate social responsibility, but also makes
fine business sense. IT/BPO industries in Karnataka are quite considerate on
this issue and have employed a good number of physically challenged persons.

"Some companies have made it a non-traditional hiring
policy to recruit a certain percentage of physically challenged persons,"
says MN Vidyashankar, secretary to the government, department of IT,
Biotechnology, S&T, Karnataka government

Training and Performance

Parameters to map the performance of people with disabilities dont differ
from other employees. People with disabilities have to perform at par with other
employees as employers provide them with all the facilities to improve their
productivity. The

training conducted is no different from that of other employees. The main aim of
the organization has been to make people with disabilities feel that they are
equal, on one hand, and on the other, that the rest of the employees should see
them at par and work with them as a team.

"Competency-based trainings range from presentation skills
to advanced analytical skills. Special emphasis is given in providing these
employees with fire safety training which is conducted every quarter,
emergency evacuation techniques, and other risk management

strategies," says Nandita Gurjar.

"Specific methodologies have been devised depending on
individual needs," said Mohit Jain, chief innovation officer, 24x7.

Recruitment Process

BPOs like MphasiS and Infosys carry one-liners in advertisements which say they
are hiring people with disabilities. Infosys also organizes special recruitment
drives solely targeted at increasing the representation of persons with
disabilities among the workforce. And, the recruitment assessment processes are
disability-friendly as well. For instance, question papers for candidates with
low vision is provided in a large font size and sign language interpreters are
engaged to assist hearing impaired people.

A Bright Future

With more and more organizations becoming aware of the potential workforce,
a bright future awaits people with disabilities. Organizations which already
have people with disabilities are planning to increase the number. Infosys BPO
is planning to raise the percentage to about five, while 24x7 wants to raise it
to 20.

These organizations now have all the systems in place to utilize
this segment which so far has been underutilized. Challenges have been
understood and, accordingly, policies have been altered to ensure effective
functioning, and facilities are being extended to ensure productivity. There are
organizations which are counting on the WiMax technology so that they can
kick-start the concept of working from home.

H Chethana Gadiyar

chethanag@cybermedia.co.in