Special Needs Employees
Touchy situation. My advice is to be as objective as possible. I can totally see the argument coming back that your evaluation may be biased, depending on how you report it. I've come across associates during assignments where it's apparent that they have a disability; the associate was partially deaf and was apparent when speaking to her. Regardless, she was still able to clearly communicate with me (though I had to pay a little more focus on her words). In the report, I did not mention anywhere about a disability (because it's not in my scope or profession to judge), but stated she met expectations and was able to communicate with me.
Very infrequently shopping the Greater Denver Area, Colorado Springs and in-between in Colorado these days.
I would rather think you are doing a dis service to the employee to not report objectively. The store will know who you shopped as I am sure you needed to get a name or at least a very good description. They know of the disability and still have decided to move him up. With some additional training on the points that he missed in the report it will help him to become a better employee in this position. The store must have realized when they hired him that he is a special case and are ready and willing to deal with issues that come up in his presentation skills. Getting the extra help he might need now could keep him from getting repeated negative comments to the management about his skills from customers that might not present their complaints in the positive light that you are ready to do in your report. You certainly should balance your report with whatever positives you saw if there is any narrative space for that.
My spouse did a shop with a special needs employee. It was a revealed, pass-fail shop. The employee could have done better.
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Two wrongs don't make a right, but three lefts do.
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Two wrongs don't make a right, but three lefts do.
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Two wrongs don't make a right, but three lefts do.
Two wrongs don't make a right, but three lefts do.
I'm afraid I would be biased in favor of the employee as both my grandson's are special needs. One has Down's Syndrome and the other has Prader-Willi syndrome. The others are, of course, correct though.
I would write up the report in as objective a manner as possible. He took that job interacting with employees because he wanted to be treated like everyone else. Being close friends with a special needs family, I am probably biased in thinking that way.
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Plan the work. Work the plan.
Plan the work. Work the plan.
Speaking of this...
My daughter did three miles this morning for the Buddy Walk. She raised $105 (Mom, Dad, Grandpa, and the babysitter threw in $5!) and got a tee shirt, a badge, a participant ribbon, and three little ribbons (one for each mile) She is one proud (and tired!) little girl. As soon as she got home, she hung her ribbon up.
My daughter did three miles this morning for the Buddy Walk. She raised $105 (Mom, Dad, Grandpa, and the babysitter threw in $5!) and got a tee shirt, a badge, a participant ribbon, and three little ribbons (one for each mile) She is one proud (and tired!) little girl. As soon as she got home, she hung her ribbon up.
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Plan the work. Work the plan.
Plan the work. Work the plan.
One of my local fast food locations has an employee that I have never seen behind the counter and have a feeling he's not even allowed back there. He stays in the dining area, cleans the restrooms and keeps things absolutly spotless. He stands in the corner and walks up to your table the minute you swollow the last byte of food on your tray and tries to clean the table before you even get up. If you finish your drink, he's asking if you'd like a refill (From the self serve refill station). He is like a hawk watching everyone in the dining area. I once used up my dipping sauce and he noticed it and brought more to my table.
I think the manager made a very wise decision hiring him.
He walks with difficulty and is somewhat hard to understand when he talks in broken sentences, but his additude more than makes up for his handicap. He's *ALWAYS* smiling or grinning. He wears his emotions on his sleeve.
I have not found a company that shops this location and he's been there for years.
I think the manager made a very wise decision hiring him.
He walks with difficulty and is somewhat hard to understand when he talks in broken sentences, but his additude more than makes up for his handicap. He's *ALWAYS* smiling or grinning. He wears his emotions on his sleeve.
I have not found a company that shops this location and he's been there for years.
We have one here at my local grocery store who stays in the parking lot. He wears a badge that looks self-made, proclaiming him the "Cart Deputy." And he is!! The second you're done unloading your stuff, you turn around and he's there, asking to take your cart. When you pull in, by the time you step out of your car, he's there, waiting, with a cart for you.
He knows every car of the regulars, and asks your name, and does not forget. Ever. When I bring my kids to the grocery store, he checks inside my car when I pull in, to see if they're with me, then runs to get the kiddie carts. He knows that the little one likes to ride on the Little Tikes-front shopping cart, and my older one likes the tot-sized carts she can push herself, and he brings them both back. He holds her hand and walks alongside us, walking her over the crosswalk, saying "Be careful, there's cars. Careful, they can hurt you. Careful, careful."
Once we're safely across, he goes back to rounding up carts and bringing them to people arriving.
I shop this grocery store for an MSC and ALWAYS talk him up on my reports. Every Harris Teeter needs a cart deputy.
He knows every car of the regulars, and asks your name, and does not forget. Ever. When I bring my kids to the grocery store, he checks inside my car when I pull in, to see if they're with me, then runs to get the kiddie carts. He knows that the little one likes to ride on the Little Tikes-front shopping cart, and my older one likes the tot-sized carts she can push herself, and he brings them both back. He holds her hand and walks alongside us, walking her over the crosswalk, saying "Be careful, there's cars. Careful, they can hurt you. Careful, careful."
Once we're safely across, he goes back to rounding up carts and bringing them to people arriving.
I shop this grocery store for an MSC and ALWAYS talk him up on my reports. Every Harris Teeter needs a cart deputy.
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Plan the work. Work the plan.
Plan the work. Work the plan.
BBird0701 Wrote:
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> Speaking of this...
>
> My daughter did three miles this morning for the
> Buddy Walk.
Does Wal Mart still provide a cheering section on the sidelines for the walk? I did on a few years ago directing traffic and Wal Mart sent out a huge crowd to stand there and cheer as they walked by.
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> Speaking of this...
>
> My daughter did three miles this morning for the
> Buddy Walk.
Does Wal Mart still provide a cheering section on the sidelines for the walk? I did on a few years ago directing traffic and Wal Mart sent out a huge crowd to stand there and cheer as they walked by.
Yes, they did! They represented the largest percentage of spectators. They handed out water bottles and patted walkers on the back, gave high-fives as we walked by.
Walmart catered our event too. There were about five trucks there serving pulled pork, barbequed chicken, hot dogs, hamburgers, potato salad, and lots of desserts. I think they volunteered, but I am not sure.
We only had 74 walkers this year, but about 200 people showed up for the event, to watch, to eat, to play with and get to know special needs kids.
Walmart catered our event too. There were about five trucks there serving pulled pork, barbequed chicken, hot dogs, hamburgers, potato salad, and lots of desserts. I think they volunteered, but I am not sure.
We only had 74 walkers this year, but about 200 people showed up for the event, to watch, to eat, to play with and get to know special needs kids.
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Plan the work. Work the plan.
Plan the work. Work the plan.
People badmouth WalMart but they do stuff like this and our local store I see the Food Bank truck there every day. I had no problems when I worked for them years ago.
They had a job application table too, for older special needs people. The sign said "Guaranteed Jobs."
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Plan the work. Work the plan.
Plan the work. Work the plan.
I think a lot depends on where you live. Here in So.Cal. one has to wonder what circus they found some of these employees at. I am not referring to physical or mental disabilities. I'm referring to attitude, appearance and demeanor. But the farther away you get, the more normal the employees.
I mentioned before that I was an Employment Services Specialist in the Welfare to Work Program. I specialized in Substance Abuse, Mental Health and Domestic Violence clients. A majority of my clients were convicted felons. WalMart and McDonalds were my "go to" employers for tatted, pierced, mentally ill felons, especially those still using. I kid you not. The only thing WalMart cared about was if the client had been on welfare long term as they would receive a tax credit for hiring him/her. McDonald's was just so desperate for employees, they simply did not care.
I mentioned before that I was an Employment Services Specialist in the Welfare to Work Program. I specialized in Substance Abuse, Mental Health and Domestic Violence clients. A majority of my clients were convicted felons. WalMart and McDonalds were my "go to" employers for tatted, pierced, mentally ill felons, especially those still using. I kid you not. The only thing WalMart cared about was if the client had been on welfare long term as they would receive a tax credit for hiring him/her. McDonald's was just so desperate for employees, they simply did not care.
To the OP's concern... I think it would be best to report exactly how it went down, but to be sure that in the comments section it is noted that the presence and eagerness to serve of the special needs employee made a very positive impression and that appreciation is expressed for the store employing the individual.
I guess I don't know what you mean by "interrupted" you? People do that all the time. Was that a specific question on the report? I'd need more details about what happened to say if you should put that in the report or not.
As much as I would rather be unethical and give the employee a pass.. You should report it. It doesn't have to be a bad situation for the employee.. They could use your feedback to help the employee overcome whatever they did wrong.
Silver Certified ~ Shopping all of Toronto and beyond
scanman1 Wrote:
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> One of my local fast food locations has an employee that I have never seen behind the counter
> and have a feeling he's not even allowed back there. He stays in the dining area, cleans the
> restrooms and keeps things absolutly spotless. He stands in the corner and walks up to your table
> the minute you swollow the last byte of food on your tray and tries to clean the table before you
> even get up. If you finish your drink, he's asking if you'd like a refill (From the self serve refill
> station). He is like a hawk watching everyone in the dining area. I once used up my dipping sauce
> and he noticed it and brought more to my table.
>
> I think the manager made a very wise decision hiring him.
>
> He walks with difficulty and is somewhat hard to understand when he talks in broken sentences, but
> his additude more than makes up for his handicap. He's *ALWAYS* smiling or grinning. He wears his
> emotions on his sleeve.
>
scanman, since they aren't shopped, I hope you have (or will) share your observations with the corporate office.
(heart)
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> One of my local fast food locations has an employee that I have never seen behind the counter
> and have a feeling he's not even allowed back there. He stays in the dining area, cleans the
> restrooms and keeps things absolutly spotless. He stands in the corner and walks up to your table
> the minute you swollow the last byte of food on your tray and tries to clean the table before you
> even get up. If you finish your drink, he's asking if you'd like a refill (From the self serve refill
> station). He is like a hawk watching everyone in the dining area. I once used up my dipping sauce
> and he noticed it and brought more to my table.
>
> I think the manager made a very wise decision hiring him.
>
> He walks with difficulty and is somewhat hard to understand when he talks in broken sentences, but
> his additude more than makes up for his handicap. He's *ALWAYS* smiling or grinning. He wears his
> emotions on his sleeve.
>
scanman, since they aren't shopped, I hope you have (or will) share your observations with the corporate office.
(heart)
I intend to live forever. So far, so good.
I did an oil change shop at a major car dealership. In many places there were plaques for various salesman achievements. In the area where customers can get free coffee there was a plaque which read, "Best coffee maker." The man in the picture did not look like a salesman. I wondered if he was a special needs person and they gave him an award. I thought it was pretty cool.
NOTE: I'm not on the forum every day. If someone comments on my post, I might not reply right away. I've been a shopper since 1991. I've never done any work for a MS company in any other capacity.
you need to be truthful and objective ...just like with any other employee....it is up to the employer how they react to any deficiencies....it can be a reasonable accommodation under the law in the US (ADA) to allow the employee some extra deficiencies and to provide additional training when they 'fail' an evaluation. if they have a policy of firing an employee without a disability based on one failed evaluation, under the law they should modify the policy for the person with the disability..within reason....for example, if the employee was physically threatening to the customer, it would still be okay to fire him, but if he just did not communicate well, it would be reasonable to provide additional job coaching.
I did a shop that had a hearing impaired person at the counter. The business had modified some of the procedures so he could point to signs instead of asking the questions required. That was great. However, some of the other questions he should have asked were not done. I reported the results honestly but did mention it was a hearing impaired person. Hopefully they will give him more tools to effectively present the questions that are required.
Siamese - I had a shop yesterday with a hearing impaired clerk at the window. There was a big sign on the counter placed there by the employer informing customers that service was being provided by a hearing impaired person. If he pointed to a picture or to a price on the screen rather than verbalizing it, I reported it as if he had said the words. However, he did not ask some required questions, or offer some required services, and I noted that. I decided not to mention that he was hearing impaired because the MSC ties to scrupulously remove all identifying information from the naratives. I assumed that when the report got back to the person's boss, that they would take his inpairment into account.
I am curious what others think about mentioning his impairment since I have been assisted by him before and will likely be assisted by him in the future as well.
I am curious what others think about mentioning his impairment since I have been assisted by him before and will likely be assisted by him in the future as well.
Shopping Southeast Pennsylvania, Delaware above the canal, and South Jersey since 2008
If the impairment was the reason he missed the questions, I'd mention it. Same as I'd mention an employee being distracted in the middle of a presentation, and then coming back and not picking up where he left off... leaving that small part unfinished. In that instance, I stated that he did not cover XYZ part about overdraft protection, because he'd started, been interrupted, and then skipped over it once he came back to the presentation.
Since his impairment was not the reason he missed offering those required services, and not the reason he didn't ask required questions, I would not mention it. He missed them because he missed them, not because he's HoH.
Since his impairment was not the reason he missed offering those required services, and not the reason he didn't ask required questions, I would not mention it. He missed them because he missed them, not because he's HoH.
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Plan the work. Work the plan.
Plan the work. Work the plan.
I once shopped an employee with a really bad stutter. I mean, really bad. It was one of the most difficult and drawn out shops to get through. He was extremely difficult to understand. Everyone was staring at him and I felt bad for him, plus I was guilty of finishing his sentences as he struggled. I sent an email to the scheduler regarding his speech impediment rather than write it in the report, although I mentioned something about him being difficult to understand...it was an eyeglass shop. I can't believe that was a wise choice of positions for someone selling eyeglasses, but that's my opinion. I figured I leave it to the MSC to decide that.
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The more I learn about people...the more I like my dog..
Mark Twain
The more I learn about people...the more I like my dog..
Mark Twain
One local grocery chain employees people with developmental challenges and asks specifically not to report if they don't meet the objectives in the mystery shop.
I have shopped locations whose employees have speech challenges. There are no shopper guidelines for such. Guidelines are that the employee is to verbally engage me within a specified amount of time, or it's a negative, which must be explained. I explain it in my narrative, regardless, it's uncomfortable. The client is to be commended for hiring employees with challenges, but it should be factored into MSing reports.
Clients should address this with the MSC, or vice versa.
Clients should address this with the MSC, or vice versa.
I did report the service exactly as it happened, with an explanation about the situation and that his enthusiasm outshone any negatives.
I don't shop Panera, but it is my favorite place to eat. There is a man with Downs Syndrome that has worked there at least a year cleaning the lobby. I know his name, and he knows mine. These are the best employees you can hire, all they want to do is please people. One of the reasons I continue to be a regular at this location.
There are many government programs that serve the developmentally challenged where the entire or most of the salary is picked up by the program rather than the employer paying. Some are large programs where there are several people placed at that location together with their own on site supervisor from the program they are part of, others are smaller programs and even some government programs where an individual can be hired with some monetary incentives. There are also programs through school services. My friend's son was in one of these. He could stay in the High School program until age 21 or 23? but was outplaced in the last couple of years to a retail training site that had contracted with them. He spent part time in school and part time at the location folding clothing in a department store.
This does not mean that anyone you see is hired through these programs but many of those that are cleaning tables and doing these types of jobs are when they seem to have a specific duty. I am not sure if they are all state run or some of them are federal programs.
It is a wonderful thing that some companies are willing to take part in these programs.
This does not mean that anyone you see is hired through these programs but many of those that are cleaning tables and doing these types of jobs are when they seem to have a specific duty. I am not sure if they are all state run or some of them are federal programs.
It is a wonderful thing that some companies are willing to take part in these programs.
I was working for a marketing company, doing resets in stores of a huge grocery chain. In a small store the ongoing maintenance person was a Down Syndrome kid. The first couple of days he was glad to see us and was all smiles all day. Day 3 he was not friendly and by the next day he was downright surly. Our sup interrogated us, trying to figure out what we had done. Friday it all came clear. He was talking to the manager, obviously stressed. He said, "Mr. Bill, they just mess it up, mess it up, mess it up. I fix it and they just mess it up." We were relieved to know we had not been accidentally unkind to him. He still didn't like us.
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