Developing Inclusive Employment via Job Training for the Disabled: Lessons from Telenor Open Mind

Laura KalefDisability and Work: Global Strategies for EquityMcGill Institute for Health and Social PolicyMay 5th 2012

OverviewIn Norway, the employment rate for those

with disabilities is 45% vs. 75% in the total populationRelatively high due to policies and programs focusing on

accessibility measures, individual support, rehabilitation, prevention, and anti-discrimination

Telenor Open Mind is an example of a successful job training program in Norway helping the disabled into the workforce

Currently~ 150 participants have participated in the Open Mind Program

Methodology 49 semi-structured interviews with program

administrators, leaders, participants, government officials, local politicians, and community members

Particular effort was made to ensure variety in the sample

Data from these interviews were transcribed and then coded by theme before being analyzed

Data was also collected through direct observation, and supplemented by literature on the program including previous research reports, government documents and program literature and resources.

Disability in NorwayThe Norwegian Labour and Welfare Organization (NAV)

provides the frontline assistance to users, through the state national budgetNAV provides benefits, educational courses, and

individual guidance to those with disabilities in Norway “approximately 700,000 persons in the Norwegian work force

receive different kinds of benefits. Statistics show this number is on the rise”

Many Non- Government Organizations (NGOs ) are working to lobby for disabled rights and create an inclusive society :

The Norwegian Federation of Organizations of Disabled People (FFO)

The Norwegian Association for the Disabled (NAD)

TelenorOne of the largest telecommunications companies

globally with 31,000 employees and 128 million mobile subscribers world wide

• Headquarters in Fornebu (Oslo), Norway

• Open concept working environment – no private offices and equipped with universally designed technology• E.g.: desks raise and lower

electronically and employees can communicate through instant messaging online or mobile SMS

•Started the Open Mind Program in 1994• Recently celebrated 15th

anniversary!

Telenor Open Mind Strategy

Admission: 2-4 times per year with 5-6 participants each session

Qualification Period: Computer course & “Unique as I am” program

Work Practice: Training in the workplace and job coach follow-up

Integration into employment:

•75% employment rate upon program completion•Program provides:•Computer training•Personal development•Work-practice experience•Group & one-on- one job coaching•Participants...•Develop functional daily routines,•Increase self-confidence•Become a contributing member of the work environment

Social Integration:

•“Unique as I am” course•Gain self- perspective•Learn to separate emotion towards the person and the situation•Learn how to present self in the workplace and deal with workplace situations•Learn to see self as a resource•Increase self confidence•Opportunity to build social relationships in the workplace, at lunch and special events

Impact on Employment

Participants’ Experiences “You get to know yourself a little better and to know what

people around you think about you and how you should behave in different situations and how you should think and your mindset and everything. It is more on a personal level but it totally helped me in the work life. I have become a little more self confident. I believe more that I can be a resource for my team”.

“The coaches are pushing us and making us stand on our own feet. They challenge us every day and I think that’s important”.

“I learned how to look at myself and focus on the positive and what can I really do and not what I can’t do. To change negative things into positive things and use positive words instead of negative words and so for me I think I do more of that” .

Impact on TelenorBoosts morale of employees in

the working environment

Reduces sick leave

Increase openness & acceptance among employeesCan look past someone’s

disability to appreciate the work they are doing

Financial benefits – Telenor net gain of NOK 2.7million per year ~ $500,000

Good reputation in society – positive PR publicity

“they like so much that they can have a job and all the other people around, they see that... a lot of positive things about having those people in the department... you can see how happy they are for the job you can see how good work they are doing and they are not nearly sick at all” – Telenor Employee

Impact on Society

Telenor Open Mind enables individuals to gain employment and become taxpayers & contributing members of society

Financial benefits of society saving disability benefits and increased tax revenuesGross savings to society of NOK 4,640,477 for each

individual who gains employment (~$800,000.00)Society has a net socioeconomic gain ~ NOK 100

million each year (~ $ 17 million)

Normalizing the idea of disabled individuals in the workplace – promoting open mindedness

Challenges of Open MindRecruiting participants:

300,000 people in Norway live on disability benefits and 78,000 are looking for work – why aren’t more people applying?

Disconnect in NAV causing poor dissemination of program information

Open Mind now reaching out to individuals through social media, news articles and public advertisements

Perceptions of disabled community:Mixed feelings:

A) Effective strategy to help disabled individuals into the workplace

B) Abusing NAV system to obtain free labour from participants

Replication

What is needed for a successful replication?1. Financial security2. Know- how3. Leadership involvement & dedication

** Telenor is open to sharing their business plan with interested companies to help more disabled individuals gain employment

•Began in 2006•Similar structure to Norway Open Mind due to similar government structure and funds

Sweden

•Since 2009,•Telenor Pakistan has hired employees with disabilities (15currently) and training them

Pakistan

•Began in 2007 at Digi•Scheme was not successful and project has been stopped•Speculated lack of leader commitment

Malaysia

Lessons LearnedImportance of inclusive corporate culture

“First of all, it’s about pure physical access. You can get around this whole building in a wheelchair. That’s the first prerequisite, and also to be able to manoeuvre in and out of meeting rooms and places. That’s the most important because we don’t want to make this special, these people don’t want to be treated differently - include us, let us be a natural part of this everyday work and society”.

Open concept working environment - allows colleagues to feel connected and develop relationships

Advanced technology - can communication through instant messaging on computer or mobile phone to reduce voices

Benefit for deaf employees or hearing aid users to reduce noise accumulation

Importance of committed leadershipThe management team must value the program and be dedicated to

helping the disabled gain employment “The people that run Open mind read our interests and are invested in the

participants because they themselves either have a disability or have close experience with it”

Need for social inclusion & job-specific trainingThe combination of the Unique as I am program and the specific job

training provides participants with the confidence they need to be a resource in the workplace and a contributing team member

Win-win- winA balance needs to exist between the participants, society and the

workplace, as is the case with Open Mind- contributing highly to its success

Future Recommendations:

Determine long-term outcomes for participants in regards to career advancement, further education,

leadership roles, drop-out, etc.

Thank YouThank you kindly to everyone who made this fantastic experience possible, I am forever grateful. This has been an incredible learning experience that has opened my eyes and mind to the endless possibilities of change.

To the amazing team at the IHSP Thank you for this amazing opportunity and for all your guidance and support

To Telenor Open Mind thank you for welcoming me into your workplace and taking the time to participate in interviews. This study is rich due to your amazing experiences

To Tommy Rovelstad & Ingrid Ihme thank you for welcoming me both into the workplace and your homes. You both contributed greatly to making my time in Norway an unforgettable experience full of culture, cuisine, and great friends

To my family & friends thank you for your ongoing support and encouragement throughout this process, and always.

Laura Kalef, 2011, Kjerag Bolten - Norway