Frances and Citibank
by Nancy K. Decker

For over twenty-six years, I have worked in the non-profit, vocational rehabilitation and job placement field. Many times, I have been asked to submit nominations, recognizing the outstanding efforts of employers who have hired people with disabilities. I have long understood that the “company culture” of businesses plays an important role in the success of new employees with disabilities. However, I have also known that it is the ‘front-line’ employees within each company - those who work directly with the new employee – who have the greater impact on a successful employment outcome.

In July, 2002 Rhonda Colley, a Recruiter for Citibank, interviewed Frances Aguirre for the position of Fraud Representative. The job requires employees to make and receive continuous phone calls to and from credit card members and retailers. It carries significant responsibilities; because the accurate and decisive handling of phone calls assures the protection of Citibank customers and prevents financial losses. Rhonda saw in Frances, a capable and determined job candidate. She believed that Frances could do the job. She offered her the opportunity to become a member of the Citibank team and Frances readily accepted.

The Citibank offer came after Frances had experienced ten years of ‘under-employment’. A wife and mother, Frances completed an undergraduate degree in Business and Marketing from Jacksonville University in 1991. Following graduation and for the next ten years, she was unable to find an opportunity that matched her educational achievement. For some positions she was turned away for lack of experience; for entry business positions she was turned away for being overeducated. She knew that sometimes her “appearance” caused interviewers to doubt her ability to perform. Frances was born with Cerebral Palsy and uses a motorized wheelchair. She has some use of her left hand and fingers. During the ten-year interim, she worked at a grocery store in the inventory control and customer service departments. She also worked sporadically as a substitute teacher in Duval County schools. She was grateful for both jobs but neither matched her vocational goal.

In July 2002 Rhonda Colley looked beyond Frances’ physical challenges. Having herself been a Fraud Representative, Rhonda saw someone with the necessary skills, whose physical deficits could be accommodated through the use of Assistive Technology. On August 12th Frances began a five-week FEW (Fraud Early Warning) training program.

Heading up Citibank’s training department is the perpetually enthusiastic Cheryl Voges. Cheryl used a ‘cheerleading’ approach to facilitate the first or orientation day and continued her eager support of the new trainees throughout the next five weeks. Cheryl played a crucial role in overseeing the Assistive Technology assessment of Frances’ work station and the purchase of the recommended equipment. She also appeared in the classroom regularly, encouraging the training group and offering personal support to Frances. Cheryl continues to be an enthusiastic backer of Frances’ pursuit of job success.

The “Trainer Extraordinaire”, as I came to call her, is Robin Ruppenthal. For the new hires starting August 12th, Robin’s job required her to take fifteen new recruits and, literally, cram hundreds of bits of information into their heads. Her students not only had to absorb the information but also had to learn FEW methods and Citibank systems. During the training weeks, I spent about seventy-five percent of my time in the classroom, taking notes for Frances and serving as her advocate. I have always been impressed with a truly effective trainer; and Robin is one of those rare beings. She somehow manages to teach, encourage, take an interest in individual trainees and stay “on stage” day after day. For Robin, Frances was simply a class member; she attended to Frances’ training needs in the same manner she dealt with the needs of others. However, Frances knew she could always count on Robin to assist with any challenges she faced. The presence of Travis Brewer, Trainer-Coach and Robin’s sidekick, also needs to be noted. Travis, the class storyteller and jokester, always encouraged Frances with positive feedback on her progress and helpful hints for the successful performance of the job requirements.

On September 16th Frances went “on the floor” as a member of one of Citibank’s ten Jacksonville Fraud/Early Warning teams. Her supervisor is Mark Riffle. Mark has overseen the installation of Frances’ adjustable height workstation and an adjustable height large keyboard tray. He is overseeing the re-order of the recommended Space Saver Keyboard and Numeric Keypad. He understands that all of these accommodations must be in place before a true measure of Frances’ productivity can be determined. In the meantime, Mark encourages and supports her progress.

There are other key Citibank employees who have supported Frances. They include Rhonda Jones and Linda Moore in the Human Resources Department, Frances’ classmates and her current team members. Together they deserve special recognition for their insights, their inclusive attitudes and their enthusiastic support of Frances as a fellow employee. All of these people are Citibank’s ‘company culture’. Citibank can be proud of these employees. It can also be proud of its recognition of the abilities of all of its employees, including people with disabilities.