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

1. Developing Inclusive Employment via Job Training for the Disabled: Lessons from Telenor Open Mind Laura Kalef Disability and Work: Global Strategies for Equity McGill Institute for Health and Social Policy May 5th 2012

2. Overview • In Norway, the employment rate for those with disabilities is 45% vs. 75% in the total population • Relatively 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

3. 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.

4. Disability in Norway • The Norwegian Labour and Welfare Organization (NAV) provides the frontline assistance to users, through the state national budget • NAV 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)

5. Telenor • One 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!

6. 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

7. Impact on Employment

8. 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” .

9. Impact on Telenor • Boosts morale of employees in the working environment • Reduces sick leave • Increase openness & acceptance among employees • Can 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

10. 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 revenues • Gross 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

11. Challenges of Open Mind • Recruiting 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: • Effective strategy to help disabled individuals into the workplace • Abusing NAV system to obtain free labour from participants

12. Replication • What is needed for a successful replication? • Financial security • Know- how • Leadership involvement & dedication ** Telenor is open to sharing their business plan with interested companies to help more disabled individuals gain employment

13. Lessons Learned • Importance 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

14. Importance of committed leadership • The 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 training • The 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- win • A 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.

15. Thank You Thank 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, KjeragBolten - Norway