McDonald’s Restaurants of Canada stands out among Canadian industries as a leader in hiring people who have disabilities. Former Senior Chairman George A. Cohon makes it clear in a video produced by the company, “McDonald’s hires employees with challenges because they’re hard working and reliable.”
Restaurant managers, franchise operators and co-workers expect the same level of on-the-job performance from all their employees. All employees are treated equally in terms of expectations and remuneration. Restaurant managers report that people with disabilities are “very good workers” and have low absenteeism rates.
McDonald’s often work with job coaches from employment agencies. Once the employee meets McDonald’s work standards, the job coach will withdraw but they continue to be available on an on-call basis.
Bob, who has an intellectual disability, works at a busy McDonald’s restaurant in a downtown location of London. According to his manager, Mike Warren, “Bob’s part of the team here and each one of us has a job to do in order for everything to run smoothly.”
McDonald’s continues to hire people who have disabilities because it knows this makes good business sense.
Wal-MartCanada Positive Experience
Wal-Mart Canada has been hiring people who have an intellectual disability as customer service representatives for over 10 years.
The large chain store works with employment agenciesbecause it wants access to a work force of screened employees who have a low turnover rate.
Having people with disabilities working in its stores has been a positive experience for Wal-Mart, its managers, employees and customers. Wal-Mart customers, especially those who have a disability themselves or with family members who have a disability, have taken time to mention how much they appreciate Wal-Mart for taking this initiative.
Jon Leonard, an employee at Wal-Mart, says, “I found being handicapped gives you attributes. It makes you very adaptable to change, and it makes you strong and determined.
Wal-Mart manager, Jim Pilkington, says deadlines for employees are the same for everyone. He says everyone is accountable for having their work done and all employees meet the expected standard.
A & P Canada
A&P Canada provides the highest level of courteous customer service. As one element of their customer service commitment they have created the position of ‘courtesy clerk’ in their stores. In many cases this position is filed by an employee who has an intellectual disability.
Courtesy clerks do price checking, handle product returns, maintain the parking lots, bag groceries and carry them to customers’ cars.
Participating store managers see the program as highly successful. Not only do employees contribute to high-quality customer service, the program enhances the stores’ image as community leaders. Job coaches from local employment agencies help the new courtesy clerks learn their job during a six-week work placement. Store managers then make their hiring decision, knowing they can rely on free, long-term support from the job coach if needed.
Doug works in the parcel pick-up area of a city A&P store. He is well liked by his customers. Many regular customers know Doug as “the king of parcel pick-up.”
The employment program is endorsed jointly by A&P Canada and its union. Union spokesperson Brian Doherty says union members support the program. The collective agreement reflects any needed accommodation for employees who have a disability.
Cohen Highley Value-Added Service
This high profile, fast-paced law firm has 18 lawyers and a staff of 80. It is also the workplace of Kelly, a young woman who has Down Syndrome. In 1995 the law firm was looking for a support staff who would be reliable, accurate and enthusiastic. Kelly was hired. She sorts and delivers mail, photocopies, collates, and delivers faxes. Kelly keeps up with the demands of the busy law practice.
When Kelly first started the job, the law firm made sure her routine and assignments were clear. Her worker from an employment support agency stayed for a month to assist Kelly to learn her job well.
Kelly’s supervisor, Joe Hoffer, says, “When we hire people we are not interested in what they can’t do. What people can’t do is really irrelevant. What has always struck me about working with Community Living London has been that the agency has always emphasized the employment skills, assets and services that Kelly brings to the table. Kelly’s presence at our firm has enhanced the respect our clients have for us as an organization, and many have expressed pride at being associated with a business that is inclusive in its employment practices”.
