Meet the Work Without Limits Team: Stephanie Major

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What is your name, title and role with Work Without Limits? My name is Stephanie Major and I am a Data Entry Clerk for UMass Medical School. I provide administrative support to Work Without Limits and particularly the Benefits Counseling team.

How long have you held this position?  I have held this position for 8 years. I started out working 2 days per week and now I work 4 days per week.

Stephanie working at her desk, photographed by DisabilityImages.com

What is the best part of your job? I love managing spreadsheets and databases!

Do you have any special skills, interests or hobbies? I am an avid Red Sox fan, and I enjoy social media such as Facebook.

What is your best advice for job seekers? Never give up!

Stephanie greeting attendees at the Raise the Bar HIRE!
2014 Conference with colleague Brian Forsythe

What is your best advice for employers seeking a more inclusive and/or diverse workforce? Keep an open mind about hiring people with disabilities. 

What is your favorite place in the world? Work Without Limits.

For more information on Work Without Limits
Benefits Counseling or the AEN click here

 

 

‘Where is the help? I want to work!’

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Ever since I began working as a trained and certified Community Work Incentive Coordinator (CWIC) providing benefits counseling to individuals with disabilities, the conversation always starts with these questions:

  • “Can I work?”
  • “How much I can work?”
  • “What will happen to my benefits?”

Individuals often feel frustrated because they don’t know where to get accurate and timely answers to their employment questions around how working might impact their public benefits. The Work Without Limits Benefits Counseling and the Work Without Limits Administrative Employment Network (AEN) are FREE consumer programs specifically in place to alleviate that frustration and to provide answers to those questions!

These 2 programs, funded by Social Security, train and certify staff to provide accurate information and strategies to individuals with disabilities that, with proper planning, YES, you can work!

Many individuals who receive Supplemental Security Income (SSI) or Social Security Disability Insurance (SSDI) do not understand how earnings are counted, how to maintain benefits like health insurance and, in many cases, how to maintain their Social Security benefits while working a waged job.

There is a saying that applies here – Information is Power! “But where can I get the information?” you may ask. Individuals want to have the necessary information to feel comfortable in taking the next step on their career path and towards financial well-being.

Work Without Limits Benefits Counseling and AEN programs employ trained and certified Community Work Incentive Coordinators (CWICs) (also referred to as benefits specialists) who provide up-to-date and clear answers to questions about how benefits are affected by earnings. Our CWICs have developed fact sheets that clarify, in plain and simple terms, what to expect and what to do when working with regard to your benefits. For example, our fact sheets have reminders about the importance of reporting earnings every month by providing copies of paystubs to the local Social Security office. This is critical in order to avoid under- or over-payments.  We have three regionalized CWICs that are available to answer your questions and guide you through the process.

Whether you are getting an increase in wages and need clarification about the impact on your benefits, considering a job offer and need to make a decision whether to accept or not, or are being offered employer health insurance and not sure if you should take it; we can help!

Don’t let the myths you have heard regarding your Social Security or health benefits stop you from getting the correct answers. Contact us today!!

For more information regarding
Benefits Counseling or additional information
on the AEN Ticket to Work Program click here

For our resources click here

Or Call toll-free 1-877-YES-WORK (1-877-937-9675)

The Massachusetts Business Leadership Network is now Disability:IN Massachusetts

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This year marks Work Without Limits’ (WWL) 10 year anniversary and a change to the Massachusetts Business Leadership Network (MABLN)! Always remaining true to our mission of increasing the employment rate of individuals with disabilities, we have experienced new growth opportunities year over year and 2018 is certainly no different!

Take a look at some of our growth here and the upcoming changes in 2018:

  • 2010 – WWL established the B2B Network with federal grant resources – 5 employers serve as WWL Business Advisory Council (BAC)
  • 2012 – WWL establishes Corporate Sponsorship and Individual Professional Membership Model to sustain funding beyond federal grant
  • 2016 – WWL B2B Network officially becomes the Massachusetts affiliate of the US Business Leadership Network (USBLN)
  • 2018 – The USBLN rebrands to Disability:IN and our affiliate name changes to Disability:IN Massachusetts

Disability:IN Massachusetts is a network of employers committed to diversity and inclusion and who are interested in building capacity to include people with disabilities in their companies as employees, customers, and suppliers. We offer opportunities for employers to learn from, and connect with each other to build confidence, competence and success when employing people with disabilities. Sponsorship of WWL includes membership in Disability:IN Massachusetts.

The new affiliate name is part of a rebranding effort at the national level — USBLN has rebranded as Disability:IN and we are proud to be part of the network of Affiliates around the United States promoting disability inclusion in the workplace. The organization’s 40+ Affiliates across the country will be joining in the effort of creating a more unified brand to bring more awareness of the importance of including people with disabilities throughout the workforce, supply chain, and market place. Companies that hire people with disabilities are not only demonstrating good corporate citizenship, but benefit from a more inclusive culture. This diversity of talent has been shown to lead to improved innovation and decision-making, as well as more accessible products and services which open markets to a wider audience of consumers.

Our new name will also help us clearly and concisely help tell the story of the impact we make in our local community.

Here’s what we’ll look like from now on:

lthough we’ll have a new name and a new look, our partnership will remain the same:

  • Our purpose remains the same
  • Our model and operations remains the same

What will change:

  • Our MABLN members are now Disability:IN Massachusetts members
  • We will use the hashtag #DisabilityINMass

Disability:IN Massachusetts is proud to be playing an integral role in supporting businesses and people with disabilities throughout the state as they realize their full potential. We promote best practices, hold events, and connect with businesses that are looking to hire people with a range of talent and abilities.

If you have any questions, please do not hesitate to ask. We are thrilled to have you on this journey with us, and thank you for joining us, and our current network, at the table when we ask, “Are you IN?”

To become a Disability:
IN Massachusetts member click here

Recovery is Real – Certified Peer Specialists positively impact the lives of those in recovery

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When people who have had experiences with emotional distress or trauma are able to give others encouragement, hope, assistance, understanding and share resources that aid in recovery, it is called peer support. One of the most helpful things one can say to, or hear from, another is “I’ve been there.” Certified Peer Specialists (CPS) are trained to share their experiences in the mental health system and in recovery to effectively carry the message that “Recovery is Real!” CPS’s share their lived experience, strength and hope with people using mental health services, mental health professionals, policy makers and others. A CPS can affect peoples’ beliefs about their own capacity to recover and challenge assumptions about the capacity of others to recover.

Certification and educational requirements for becoming a CPS varies by state. In Massachusetts, the Transformation Center offers training and certification, with funding from the Department of Mental Health (DMH).  DMH has collaborated with the Transformation Center for 11 years, and last year we celebrated a decade of CPS training.  The Transformation Center has trained over 1100 individuals of which 750 became certified. The CPS course is approximately 8 weeks long, which consists of single-day trainings and a 3-day retreat.

Peer Specialists or “Peers” are employed throughout the DMH system, and in other behavioral health settings.  As an agency, DMH employs Peers in their state hospitals, state-operated Group Living Environments, and in some Case Management offices.  DMH’s providers employ Peers in their Program of Assertive Community Treatment (PACT) Teams, Respite Care, Homeless Outreach teams, and in our newest service, Adult Community Clinical Services (ACCS), which replaced Community Based Flexible Supports.  Peers are also employed in Recovery Learning Communities, some Acute Care Inpatient Psychiatric Units, and with MassHealth’s Accountable Care Organizations’ Behavioral Health Community Partners. Each of these programs provide support, treatment and/or resources for those with lived experience.

As we enter a new decade of peer support, Peers are focusing and specializing in their areas of interest.  For Peers who are 50+, there are Certified Older Adult Peer Specialists, who specialize in the needs of older adults.  For people interested in working with teens and young adults, there are Peer Mentors who work in Community Service Agencies.  For individuals who have had some history with justice system involvement, DMH has piloted a Forensic Peer Specialist training.  In addition, through cooperation with our Federal Partners and Work Without Limits (WWL), a Deaf Certified Peer Specialist training was held two years ago in Worcester, to offer Deaf individuals a way to give back to their community and learn job skills.  DMH teamed up again with WWL Benefits Counseling to offer a Nuts & Bolts of Social Security Disability Benefits and Work training given exclusively to Peer Specialists working in the field, with rave reviews two years in a row.

As people flourish with the support of Certified Peer Specialists, the demand for trained Peer Specialists has and will continue to grow. Recovery is real, after all.

If you would like to learn more about
becoming a peer specialist visit here

ICAN, Massachusetts Advocates for Children

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A partnership between Work Without Limits and Massachusetts Advocates for Children, the Institute for Careers and Networking (ICAN) is designed to introduce high school students with disabilities to a wide range of companies with opportunities for jobs and/or internships. Students attend approximately 5-7 sessions hosted by businesses in the local area to learn about different industries, occupations, and work environments. While not a guarantee, the goal is for the participating companies to either hire qualified students or graduates into paid internships or jobs depending on the interests, skills, and preferences of the individual. Work Without Limits was pleased to partner with the Massachusetts Advocates for Children on the development of ICAN. Work Without Limits would be excited to bring this program to interested school districts via contract or through a grant collaboration.

 

 

 

Contact Kathy Muhr, Director of Community Engagement for more information.

Somerville ICAN:

Group of students, employers, facilitators and teachers at Partners Healthcare posing with certificates at graduations ceremony

A graduation was held on January 4th for 20 students from Somerville High School and Full Circle as participants of the Somerville ICAN (Institute for Careers and Networking) program, a collaboration of Massachusetts Advocates for Children and UMass Medical School’s Work Without Limits.

The ICAN program introduces students with disabilities to a range of companies who are all committed to including people with disabilities in their workplaces. Participants learned about different industries, occupations, and work environments. In addition, the program offers students the opportunity to make professional contacts at participating companies that they can leverage as they transition from school to career.

Throughout the fall, Somerville ICAN participants had an opportunity to visit 5 exciting companies representing different industries; Cambridge Health Alliance; CVS Health; PwC; Vinfen; and Partners HealthCare.  Students were able to see first-hand what it is like to work at large corporations, a hospital and a non-profit agency. This was a great opportunity to get a feel of the various career paths that lay ahead of them.  While visiting the companies, students took part in a number of activities that included a company tour, learned about current hiring practices, job and internship opportunities, and the technical and soft skills needed for success.

Though not a guarantee, it is a goal of the participating companies to either hire qualified students or graduates into paid internships or jobs depending on the interest, sills, and preferences of the individual.

Work Without Limits Administrative Employment Network: Building Capacity Where it is Needed Most

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Employment can enrich the lives of people with disabilities by providing better financial security, and more fulfilling personal and social experiences. The Social Security Administration (SSA) understands this and knows that many people with disabilities who are seeking employment face unique barriers. To reduce some of these barriers, Social Security created the free and voluntaryTicket to Work (TTW) program that provides supports for individuals receiving Social Security disability benefits based on their specific needs and employment goals, as well as payments to organizations or employers who are assisting or employing them.

The SSA TTW program:

  • Assists job seekers with disabilities to access services they may need to obtain or retain employment such as job coaching, counseling, training and placement as well as benefits counseling and other employment supports through SSA-approved employment service providers called ‘Employment Networks’ (ENs)
  • Provides job seekers with disabilities financial supports called ‘work incentives’ that allow individuals to earn more (up to certain income levels), receive public benefits longer (e.g. Medicare and Medicaid) and, if needed, reinstate their benefits quicker
  • Provides participating ENs such as community-based vocational rehabilitation providers, One-Stop Career Centers, and employers of individuals with disabilities ‘outcome payments’ as individuals achieve earning milestones from working

Individuals with disabilities often receive Social Security Disability Income (SSDI) and/or Supplemental Security Income (SSI) benefits in the form of monthly payments from Social Security.  Individuals between the ages of 18-64 who receive SSDI or SSI benefits are automatically eligible to participate in the TTW program. Under this program, individuals can connect with (“assign their ticket to”) an approved employment service provider (EN) of their choice. However, Social Security’s rules about working while receiving benefits are complex and often result in confusion, frustration and multiple questions around how working can and will impact public benefits.

One of the challenges for ENs under the TTW program is understanding the work rules and complexities of Social Security’s disability benefit programs. Another challenge for ENs is the significant amount of administrative resources it takes to manage and implement the TTW program, including but not limited to requesting and tracking payments from SSA. Many employment service providers and employers do not have the time, capacity or expertise to operate successfully as an EN, therefore, have decided not to participate in the program at all. As a result, they forego the SSA outcome payments that they could be drawing down through the program for the work they are already doing supporting and/or hiring individuals with disabilities. This is where Work Without Limits comes in!

Work Without Limits builds the capacity of employment service providers and employers to help advance the employment of people with disabilities. We fill niche needs that are not being filled by any other entity. In 2014, Work Without Limits recognized the educational and administrative challenges associated with the TTW program and created the Work Without Limits Administrative Employment Network (WWL AEN).

Here’s how it works …

For employment service providers, One-Stop Career Centers and employers

Through a simple Memorandum of Understanding (MOU), employment service providers, One Stop Career Centers, and employers can become partners in the WWL AEN. WWL AEN partners do what they have always done and continue to do, i.e., employ people with disabilities or support them to obtain and retain employment. With our technical assistance, our partners also identify and refer individuals to us that meet the specific criteria for the TTW program. What does WWL do? We manage all the technical and administrative aspects of the program up to and including drawing down payments from Social Security, which we then share with our AEN partners! We provide free:

  • Comprehensive administrative support including verifying and enrolling eligible individuals with disabilities into the program, generating outcome payments, and all other requirements of the TTW program
  • Expert, technical assistance and staff education regarding the WWL AEN referral process
  • Expert, technical assistance and staff education regarding the impact of working on public benefits
  • Ongoing support to eligible employees with disabilities, enhancing an employer’s overall benefits package and disability inclusive messaging

Our growing list of partnering organizations include:

Alternatives Unlimited

Bay Cove, Inc.

The Bridge of Central Massachusetts

Boston University Center for Psychiatric Rehabilitation

Community Health Link

Franklin Hampshire Career Center

Genesis Club, Inc.

Riverside Community Care

The Transformation Center

Triangle, Inc.

Vinfen

Viability (Formerly Community Enterprises and Human Resources Unlimited)

To learn more about becoming a partner of the WWL AEN or making a referral, contact Peter Travisano, WWL AEN Program Manager.

For individual with disabilities eligible for the TTW program

The WWL AEN provides each person who enrolls in our AEN with long-term and intensive benefits counseling.  We work with individuals every step of the way as they transition from being on public benefits to fully relying on income from work, which is the goal of the Ticket to Work program! The WWL AEN specializes in navigating the Social Security system, answering the complex questions that arise, and more!

For individuals, the WWL AEN provides free:

  • Personalized, detailed, and long-term benefits counseling related to Social Security, health care benefits (Medicare and Medicaid), housing, SNAP and other public benefits before, during and after the transition to employment
  • Creation of an Individualized Work Plan (IWP), an agreement regarding individual employment goals and the supports needed to attain those goals
  • Social Security advocacy and support

For information regarding “assigning your ticket” (making a self-referral) to the WWL AEN, contact Barbara Lee, WWL AEN Intake Coordinator.

Spaulding Rehabilitation Network and Partners HealthCare: Promoting and Sustaining Disability Inclusion Through Training

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Partners Healthcare and Spaulding Rehabilitation Network have always been proudly committed to disability inclusion. We’ve demonstrated this though our active participation in programs such as Project SEARCH, our partnership with the MA Rehabilitation Commission (MRC), our membership in the MA Business Leadership Network (MABLN) and our service with numerous disability employment organizations. Increasing the employment rate for individuals with disabilities across our organization is a valued goal to help us mirror the patients we serve as well as to drive innovation for future patients and the community. To help us sustain and further develop our existing efforts, we were excited to offer a three-part Disability Inclusion training series specifically for our Partners Continuing Care (PCC) Human Resources and Partners HealthCare Talent Acquisition teams. Provided as part of our ‘Campus to Careers’ partnership through the National Organization on Disability and Work Without Limits, this training strengthened our employees’ knowledge and confidence around inclusion for people with disabilities at work.

Delivered in one-hour sessions, the participants learned through discussion, interactive exercises, demonstrations and case studies. The fast-paced variety of content and learning styles kept our interest and provided opportunities to practice a sometimes intimidating and what could be high-stakes topic, in a safe and supportive environment.  The areas of Disability Sensitivity, Disability Etiquette and Interviewing Candidates with Disabilities provided a toolkit of resources and hands-on experiences to develop skills and confidence for our teams.

A very encouraging and unanticipated development happened at the end of the first training when the Vice President of Human Resources for PCC inquired about offering this exact series to the full complement of managers and leaders throughout his organization.  Before the conclusion of the initial hour he had seen the value for himself, his team and for the system.

Bonnie Rivers from Work Without Limits was our lead trainer and did a great job of presenting the material in a friendly and instructive manner.  As a supplement to the course content, she provided insights, anecdotes and coaching on various hypothetical situations. Throughout the experience, the participants felt supported and comfortable to ask questions in an open and non-judgmental environment.

Feedback from our participants was consistently positive with 100% indicating all 3 trainings “met my needs” and “would recommend to my coworkers”, emphasizing how much the team was learning and how helpful the informative and material was.  We feel empowered by what we now know, are better prepared to provide comprehensive service to employees of all abilities and look forward to our managers engaging in the same experience!

Contact WWL to explore training and/or consulting options that best fit your organization’s disabilty inclusion goals!

Reflection on Ten Years at Eversource

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On May 12, 2018, I celebrated my ten-year anniversary at Eversource Energy. These years have been filled with learning, increasing my skills, and giving 100% to each job I am assigned. I am a senior customer service representative who utilizes Braille and text-to-speech technology to provide thorough assistance by phone and e-mail to colleagues and customers. By answering coworker’s questions about the adaptive methods I use, I strive to break down barriers, and make the workplace inclusive for everyone.

In the Eversource residential contact center, representatives handle three call types: moving, billing, and emergency. When I was hired, Eversource implemented the JAWS (Job Access with Speech) program and scripted it to translate the database screens used for moving calls. Typically, moving calls is not overly complex as it usually entails just cancelling service for a person leaving an address, or establishing service for a new resident. I realized moving calls could be monotonous, and requested that the database be programmed for billing calls. These calls are more involved as customers question their bills, and seek suggestions for lowering energy consumption. After feeling comfortable with billing scenarios, I asked to be trained on emergency calls. These calls are potentially life threatening as people could be reporting a gas leak, or a person could be trapped in a vehicle with wires resting on it. Each call is different which makes the workday pass quickly.

In 2017, the residential call center sought to hire a senior customer service representative. To be qualified, a person must be in the call center for three years, and must pass a stringent written/oral exam. I applied, worked collaboratively with management and human resources to make the study materials accessible, and began feverishly studying. When delivering the oral presentation, I used Braille notes, and ensured my notes corresponded with the slide on the screen. Fortunately, I passed the exams, and earned the position. As a senior customer service representative, I am now able to provide one-on-one training to other representatives, and handle escalated customer calls, which the original representative couldn’t resolve.

I am grateful Eversource chose to hire me in 2008.  Their willingness to make software accessible, and openness to my opinions when I’m challenged accessing a program, are traits which I appreciate. According to a 2016 study by Chicago Lighthouse for the Blind, people with disabilities are more likely to stay with a company, and frequently have lower absenteeism than employees who are not disabled. This same study indicates that employees with disabilities bring a unique perspective, and increase the diversity of a work place. I hope my commitment to diversity, and my overall career at Eversource continues for a long time to come.

Eastern Bank Success Story: How Coordinating Disability Mentoring Day Educated Me

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Although the weather was rainy and dreary the day of Friday, April 27th, Eastern Bank was full of sunshine and admiration. Friday, April 27, 2018 was Disability Mentorship Day (DMD) at the bank, a Work Without Limits initiative I had been coordinating along with my co-worker Chrissie Stevens. DMD is a large-scale national effort sponsored by the American Association of People with Disabilities (AAPD) for students and job-seekers with disabilities. I am new at the bank and this was my first time coordinating DMD and I did not know what to expect, but I was so pleasantly surprised!

The day began with Chrissie and I greeting our two mentees in the lobby of our Lynn office and introducing ourselves. Chrissie works in Human Resources and I work in the Operations Division. The mentees spent the day shadowing the Operations Division and meeting leading managers in Human Resources. Being the assistant to the Director of Operations, I stayed with the mentees throughout the day to guide them to the multiple departments and introduce them to their mentors. The mentees went through 8 departments, where each mentor explained the functions of their department and their impact on the overall production of the bank. Throughout the day, the mentees were engaged and asked insightful questions. It was impressive to witness the mentees connecting all of our various departments to one another, and taking what they learned from one mentor and applying it to the department they just shadowed.

From breakfast to learning about loans to lunch to International Operations, I saw our mentees as the striving young professionals they truly are, not just individuals with a disability. Throughout the day, we discovered that the three of us had many similar interests. Personally, we shared a love for Italian food and Mary Poppins. Professionally, we bonded over administration and finance.

Although the day was intended to benefit for the mentees by providing education and networking opportunities, I felt like I was the one gaining and learning! Individuals with disabilities are capable of so much more than sometimes society credits them for. I am so thankful to have been educated by this program brought forth by Work Without Limits, but most importantly, our two mentees. Thank you for opening my eyes and all of those within the Operations Division and more at Eastern Bank. It was truly one of the most rewarding days of my professional career.

John Hancock: ‘Disability Mentoring Day participants reflect on the experience’

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Article originally posted by John Hancock

John Hancock participated in the 3rd Annual Disability Mentoring Day (DMD) on April 27, hosting students and job seekers with disabilities for hands-on career exploration and mentoring opportunities.

DMD is a large-scale national effort sponsored by the American Association of People with Disabilities (AAPD) to promote career development for young professionals with disabilities. For the third year, Work Without Limits (WWL), an initiative out of the University of Massachusetts Medical School, is partnering with AAPD to bring DMD to Massachusetts.

“Disability Mentoring Day provides a great opportunity for John Hancock to gain expose to a pipeline of talent,” says Sofia Teixeira, head of diversity and inclusion for John Hancock. “This is a great way for our employees to connect with talent in a new and different way. Through job shadowing, we can build awareness of our brand and of the opportunities for employment here. This is beyond volunteering –is it truly a way for us to build inclusion in our workplace.”

The experience is mutually beneficial for both mentors and mentees, leading to personal growth, career development and the chance to learn from someone they may not have crossed paths with in their daily lives. But don’t take our word for it –let’s hear from them about their DMD experience!

Ruta Assefa and Brien Marsh standing together in front of Boston skyline

Mentor: Ruta Assefa

Mentee: Brien Marsh

Why did you sign up to participate in DMD and what did you gain from your experience?

Ruta: I was a mentee in the program three years ago and now I am working at John Hancock, so I participated as a mentor this year to help give someone else the same opportunity I received. I am hoping that by sharing my skillset and experience with Brien, it will help him succeed in his career.

Mentee: I wanted to try something new and expand my horizons.

What was your favorite part of the day?

Ruta: Brien has been very engaged throughout the day, asking a lot of questions about my job and what I do. It’s really great to see him so excited to learn.

Brien: Ruta is a great mentor, so my favorite part of today is learning all I can from her.

Eileen and Will standing together at John Hancock

Mentor: Eileen Labella

Mentee: Will Stenzel

Why did you sign up to participate in DMD and what did you gain from your experience?

Eileen: I really enjoy volunteering and helping others, so this seemed like a great opportunity to not only do that, but also share my professional skills with someone just starting out in their career.

Will: I thought that DMD would be a unique chance for me to learn about the corporate environment and culture –and it has been!

What was your favorite part of the day?

Eileen: Meeting all the mentees and mentors from other areas of John Hancock and learning about their interests both professionally and personally.

Will: At lunch we got to meet not only other DMD participants, but also other people from John Hancock who provided us with some tips and advice when it comes to resume building and interviewing. It was great to network and meet people from across the company.

Maria and Mario standing together at John Hancock

Mentor: Maria Paula Martinez

Mentee: Mario Marquez

Why did you sign up to participate in DMD and what did you gain from your experience?

Maria: I really enjoy volunteering and helping others, so this seemed like a great opportunity to not only do that, but also share my professional skills with someone just starting out in their career.

Mario: I thought that DMD would be a unique chance for me to learn about the corporate environment and culture –and it has been!

Terry, Emily, Selamani and Ben standing in front of John Hancock logo

Mentors: Emily Kim Ae Sun Hunter, Ben Khemmich, Terry Reagan

Mentee: Selamani Ngaruko

Why did you sign up to participate in DMD and what did you gain from your experience?

Ben: This was truly an opportunity to be supportive and engage members of the community to help with inclusion, diversity, and employment equality.

Terry: My favorite part was seeing the excitement in Selamani’s eyes at being given an opportunity to see what we at John Hancock do to delight our customers. It wasan honor meeting Selamani! I hope he keeps in touch, as I sent him an invite on LinkedIn. Also, he is a brilliant young man who will likely never stop learning and helping others. I told him to always remain unflinchingly committed to following his dreams and aspirations, and to always bring his true self to wherever he goes.

Selamani: I now have a much better appreciation for the call center because of my exposure to what goes on behind the scenes. It was eye-opening to the entire customer experience, and the employees’ knowledge humbled me. Also seeing how representatives navigate their systems while interacting with the callers was simply amazing.

What was your favorite part of the day?              

Emily: My favorite part was lunch time. Not just because my stomach was growling and I really wanted a sandwich, but because Selamani had grown comfortable with me and we were able to talk about his love of soccer, his experience having been born in West Africa and his thoughts on the peace treaty between South and North Korea. We dined with some other managers from Life and Long- Term Care so that Selamani could network and hear their experiences. The day was a success and I was honored to host Selamani.

Ben: My favorite part of the day was meeting and getting to know Selamani! He is absolutely delightful and a pleasure to talk to! Terry: My takeaway from the experience is twofold. One, plans don’t always go as planned, so you have to be flexible and go with the best plan. Two, there is tremendous joy in volunteering, and I always get back lightyears more than I give.

Selamani: Other than hanging out with my mentors, I enjoyed seeing Pindrop in action, and how involved the Call Center is when it comes to protecting customer information. I also loved attending the live training session and seeing the new employees doing a live mock call.