Having disability in mind is empowered leadership
We sat down with Eli, Vulnerable Customer Team Lead to discuss their journey, the challenges faced and tips for advocating for disability inclusion in the workplace.
“I know that there is nothing wrong with me; or anyone else who has a disability, because it’s who we are."
Eli Hadam Zucker (He/Him/They/Them)
Vulnerable Customer Team Lead
There are known knowns and there are known unknowns
Hello folks! My name is Eli and from first glance you wouldn’t think I’m disabled.
For most of my life, when I’d tell people that I had a disability (ADHD + Anxiety + PTSD); I’d get the puppy-dog head tilt and a quizzical “but you don’t look/act/sound disabled?” in return. Sometimes I’d also get the “if that’s a disability, then I also have a disability too!” retort. But my all-time favourite (sarcasm) was “you’re not disabled, there’s nothing wrong with you!” which grated my parmesan with the wrong size holes.
For a while, I let society tell me that there was something wrong with me, that I couldn’t be in the “normal class” because I was too easily distracted, that my “hyperfocus” made other people feel uncomfortable when I was focusing on things that made me happy or excited. Internalising this made me feel like the black sheep in most situations because I never truly felt “normal”. When I got diagnosed with Ulcerative Colitis in 2017; rather than being supportive, my workplace at the time (prior to Wise) discriminated against my needs rather than helping to provide the accommodations and understanding that would have helped me at the time. I had been fighting for social justice and inclusivity since high school; but this flipped the lever to "maximum overdrive".
To be fair, the second part of “you’re not disabled, there’s nothing wrong with you!” is right. At this point in my life; I know that there is nothing wrong with me; or anyone else who has a disability, because it’s who we are. It’s society’s view of disability that can often be the “something wrong” which excludes rather than includes the neurodiversities and disabilities that make us unique and bring so much more to the world.
Leading with a Disability
At Wise, I’ve been a lead for a total of five and a half years now; starting in Customer Support and having since moved to Consumer Vulnerability and Accessibility. My very first instance of trying to take over a project at Wise (being only a month and a half in) was working on a method to help improve the experience of customer support for our deaf customers. Needless to say, when I saw that there was an opportunity to help improve the experience for the disabled through improving our customer support; I jumped at the chance to help. At the time, there were no established guidelines for our Customer Support agents in managing customer interactions. Now, we have guidelines for handling vulnerable customer calls, ensuring we're protecting them from potential risks such as fraudsters.
Moving forward from that moment; I’ve also had the wonderful opportunity to work with both our product and engineering teams to help ensure that everything we offer for our customers gets tested and audited. This makes sure that we’re providing a fully accessible and inclusive experience regardless of where you’re logging in from.
But it’s still not easy to lead with a disability and it’s still possible to hear that the “passion” you have for something makes people feel a bit uncomfortable. This is often due to a mis-alignment of viewpoints and/or from a lack of being able to connect with the common experiences that I’ve had. This is why I have a few tips based on my experiences advocating for what I’ve advocated for over the years.
Advice for disability inclusion
Don’t be afraid to advocate for yourself. It’s quite easy for others to make assumptions based on their own life experiences and what they think disability is. Some may not have any experience with disability and this is why it’s even more important for you to speak up for what you need. At first you may feel the shaking in your voice, but once you get the words out you will feel a sense of exhilaration for standing up for what you need.
Your differences don’t need to be seen as blockers or bad things. I’ve been told that my hyperfocus and passion for things can make people feel uncomfortable and that it’s not “normal”. Last time I checked; being an engaged person was something that made me more productive and motivated to put my best foot forward in everything I do. If you have differences from your co-workers; it’s not a bad thing and instead helps you to broaden the mindsets of everyone you work with (which is a win-win for everyone!)
You’re not alone. It’s easy to feel like you’re alone on an island and that you have no-one to help. Remember to rely on your support circles like co-workers, leads you trust, your friendly neighbourhood Diversity Equity and Inclusion team, and even your communities on LinkedIn! If you find yourself looking for someone to talk to and can’t find anyone; please feel free to drop me a line on LinkedIn. We’re in this together as a community and collective, and sharing our experiences helps us all grow.
When working with people with disabilities, treat them exactly as you would any other co-worker; with the respect and attention they deserve. If a co-worker with a disability asks for you to speak in a different way or present information in a different way; do your best to accommodate that ask. If it's not possible, consider why and be upfront with them, or work to help advocate for changes so that way it is possible. Make yourself a safe space for someone to open up to you about their disabilities.
Supporting people with disabilities at Wise
We have 12 global Wise Communities that actively help us drive our diversity, equity and inclusion progress forwards. Our global Diverse Ability Network have regular check-ins, co-host DEI training company wide and have focus areas to improve disability inclusion and accessibility for our customers. For instance we have an Accessibility Guild that ensures Wise is accessible for everyone. We also have dedicated support networks for our ADHD Wisers and Autism Wisers, a safe space for people to share, support and connect.
The Extra Care Team is a global team that helps to support our customers who are encountering unique life circumstances. We prioritise and advocate for vulnerable and disabled customers as well as the bereaved families of our deceased customers, ensuring they receive fair treatment, access to products and services, and personalized assistance when needed and possible. We also help to support our customers who are in high risk situations such as mental health crises. Where we may not be able to assist customers within Wise, we do our best to help signpost them to additional resources outside of Wise.
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