Swimming in the Mainstream

Jim,
I am sure you are aware that the "Main Stream" is very broad and varied. The skills we have are varied. Could you post an About BLOGs page? I would like to know what is a BLOG? What can I expect to find? How can I post an item or comment? what can I expect to happen when I do?
Second, functioning in the main stream goes beyond the workplace to social and personal lives as well. I have homed my skills by doing volunteer work. I am now attending school and finding hurtles there. I expect that these hurdles and others will face me in my work. to be able to share and learn how others have addressed these hurdles would be helpful.
Dave Moseman

The only significant issues I encounter in the workplace that result from my disability have something to do with either accessibility or transportation. I am an experienced blind information technology professional. My current job involves providing e-mail and telephone based technical support on an outsourcing basis. I am competent and confident in my abilities.

Many in the blind community constantly tell me that all issues of blindness come down to social attitudes. I am told that the only way to improve our socioeconomic condition as blind people is to be sure that we have received training in the alternative techniques of blindness and then to work to change society's negative attitudes. My personal experience and that of many other blind people I know out here in the real world says otherwise. Yes. It is absolutely critical that we master the alternative techniques of blindness such as Braille and the use of the white cane or guide dog. It is also important that we exhibit confidence in ourselves and our abilities as blind people and that we work to change negative attitudes through our positive examples. But, what I am saying, is that this work by itself is insufficient and will not, alone, do anything to increase our employment rate or give us much more success.

My own personal experiences bare this out quite nicely. I work in a technical support facility. My bosses and other colleagues treat me as a normal, real human being. I am respected and my advice and assistance is often sought both formally and informally on issues of a procedural and a technical nature. When it comes to the attitudes my colleagues have concerning my blindness, I just can't complain. They're great! Nevertheless, I encounter serious problems at work because of my blindness. That's right. Read on!

My company provides technical support to customers on an outsourcing basis. That means other companies come to us to provide technical support services to their customers. Our customers expect us to largely provide technical support services on their terms. That means we must use the tools they provide to get the job done. There is often little or no room to request adjustments to the software tools chosen to perform the duties of the job, and we are certainly in no position to pressure our customers to make changes for reasons of accessibility or anything else.

While providing technical support, we utilize various software tools to communicate with customers, document actions and their results throughout the troubleshooting process, log in to various servers and pieces of network equipment, and interact with other colleagues. These tools must be accessible with a screen reader in order to perform the duties of the technical support position. There are usually few if any alternatives to the tools supplied by the customer. If they can't be used with a screen reader, then the job can't be done by a blind person. It is really just that simple.

There are a number of different types of tools we used to facilitate the provision of our technical support services. Communication with customers and documentation of troubleshooting are typically accomplished by means of a customer relationship management (CRM) tool. This tool enables us to perform actions such as creating, updating and closing trouble tickets. We often must gain access to one or more pieces of the customer's equipment or servers in order to complete our work. Sometimes this involves remotely accessing computers on the customer's network. At other times, we must access the administrative user interfaces of network monitoring software, firewalls, routers, switches and other similar systems. We communicate with our customers and our colleagues using electronic mail, instant messaging, interactive chat or the telephone. If, for any reason, the candidate for employment in one of these positions is unable to use all or most of these tools independently, that person is not going to be able to perform the duties required by this position and thus an otherwise perfect opportunity will be lost.

My employer serves a number of different customers. We work with each customer in terms of a separate account or project. In most cases, each technical support engineer is assigned to perform their duties on a single account. Some cross training enables us to be versatile by providing support on other accounts when needed. Each customer (account or project) requires us to use different tools as dictated by that customer to complete our work. It has been necessary for me to be switched among several different projects due to the inaccessibility of one or more aspects of the job with a screen reader. This has happened with my current employer for a year and a half now. Many employers would have decided to let me go, simply throw me away because I am unable to meet all the requirements of my job. I happen to be extremely fortunate this hasn't happened to me, but I know it does happen to thousands of my blind brothers and sisters on a regular basis. Let me just state a few examples.

Most CRM tools are still inaccessible. I was ultimately unable to perform the duties of one of the projects to which I was assigned because I was unable to use the Siebel software to create and manage technical support cases effectively due to its inaccessibility with a screen reader. For awhile, I was assigned another set of duties with that same account which were significantly outside my interests and best talents. These duties avoided the use of Siebel.

In the Siebel case, the manufacturer of the software told me that the customer would have only needed to implement Siebel in a "standard interactivity" format that did not require the use of Java and which would have been much more accessible. This would have required approximately an hour worth of work on the part of a system administrator, but, ultimately, our customer decided not to even make the attempt. The customer had what they needed to serve the masses, the employees without disabilities, so it did not make any "business sense" to make this accomodation for me.

I was finally reassigned to another project. Their web based CRM tool was extremely accessible, but, alas, I encountered another show stopper. One of the products this company sold and supported involved a piece of security management software that was based on Sun Java and was not written in a manner that would be accessible. Once it was decided that my ability to use this application in a hands-on manner would be necessary in order to perform the duties effectively, I was again reassigned to a different project.

The current project is completely accessible. The CRM tools are all web based. The software is certainly accessible enough. I can use accessible productivity tools such as AOL Instant Messager, Adobe Reader, Internet Explorer, Outlook Express and Microsoft Word to perform all necessary tasks. Sadly, this project will be suspended very soon. I am documenting processes and procedures for other projects. I am still being told that my job is secure, that my value to the company is recognized and that I will be reassigned as necessary so that I continue to provide value as an asset.

We must take serious, significant actions to improve our ability to access information systems used in the workplace. Businesses are not jobs programs. People are hired so that they can get the job done. If we can't do that, for any reason, then we can't be hired and retained as valuable business assets. Like it or not, it is just this simple. Let's stop quibbling about attitudes and get down to the business of accessibility!

I will share a short story regarding transportation. That is always a "biggy" for the blind!
In my last two jobs, I have been able to request a driver, but it was my responsibility to find one. Responsible and reliable drivers are hard to find. Ultimately, I discovered that retired insurance agents were the very best source as they traveled widely and could find any location...and the best restaurants as well. They liked to travel, didn't mind waiting and could always find someone to visit with while I was working.

One time, I could not get a driver, and the location could not be reached by public transportation. It was 2 hours away and very expensive by cab round-trip. I discovered that the casino offered a bus ride roundtrip for the day and threw in a buffet meal as well for a couple of dollars. That was great, but with a coupon, my wife could travel for free! I saved the state a bundle and took the casino for ride instead of visa-versa.

My point is that there are creative ways to solve difficult issues, and if solutions don't come to you as an individual--then "blind-storm" with others.
Paul W

I love the creative solutions for acquiring transportation. You are very fortunate that your employer would supply funding for a driver. I just don't think that is typically the case. After all, the same sighted person doesn't require such an expensive accomodation. I think it is a very, very good thing you were given the responsibility to locate the person to perform that duty.

Hi, Dave:

Good to hear from you. You're here, and that means you've now an official eSight blogger.

I'm still learning how this blog works myself. As we go along here, we'll compile some tips about how to use this SiM blog for all of us.

I'd also appreciate any comments from folks about how accessible this is etc.

Blogging came on the Internet scene a couple of years ago, and is now very popular.

A blog is a chronological log of thoughts published on a Web page where people can post entries about their personal experiences etc.

You might find The History of Blogs interesting:
http://newhome.weblogs.com/historyOfWeblogs

And I agree with you, Dave, mainstreaming is not just about the world of work. It covers the whole gamut, including our social lives.

You're in an interesting spot in your life right now. What is the toughest hurdle you're currently facing?

Jim Hasse

Hi, Darrell:

Just to clarify: Our technical and member service people did their home work in selecting this blog software for its accessibility. As a "content person" who is technologically challenged, I'm just catching up to what work they've done. I'm a late comer because I've been focusing on the content for "Swimming in the Mainstream."

In fact, during the last couple of months, eSight has had a group of volunteer beta testers with visual impairments put this Movable Type software through its paces. I'd like to thank them for the work they've done.

I appreciate the tip, Darrell, about limiting use of the "continue" link. We'll take that into consideration as we proceed with this venture.

Jim

Hi Jim,

First of all, I'd like to address your hurdle question. My greatest hurdle is always accessibility of technology. My second greatest hurdle is sometimes a lack of appropriate transportation options. Otherwise, I'm fine. All issues dealing with my blindness seem to break down in to one of these two hurdles.

This blog is extremely accessible. It is quite similar to Google's blogger.com service. I would suggest one minor change which might make reading articles easier for some. Don't use the "continue" links. Just display the entire article on the page. Perhaps, it would be a good idea to use the "continue" links when an article is excessively long.

I notice you are asking us how accessible this blog is for us. I hope you already know that this service is accessible to blind users. I would assume that your organization didn't just decide to give this a try without first checking with blind people to be sure it would be accessible to the blind. That would have caused you to eat a large amount of crow if it turned out to be inaccessible after everything was said and done. You might be surprised at the lack of thought some organizations put in to matters of accessibility when their very mission statements and reasons for existing involving helping us because of our disabilities.

"How have you resolved an accessibility issue so you could take full advantage of opportunities for meaningful work?"

Frankly, the most meaningful work I have ever done has been of my own invention. I have created several more or less successful careers for myself. This fact also answers the question about how I have gained the access tools I need: I bought them myself. Others may look to rehab agencies, but my own experience was that I was generally treated like a child by them, my considerable potential underestimated and undersold, and my connection to them not encouraging to potential employers.

I have had several jobs.. done well in most. In some cases I got along with minimal accommodation, but more recently I did receive the basic tools I needed. Still I have preferred what I was able to choose for myself ... and the impact on my family's credit cards notwithstanding, I feel the independence has been well worth it.

I actually would love to have a productive relationship with an employer, but as an inveterate entrepreneur I wonder if I ever could please one. If there are companies out there looking for a highly motivated, talented, reliable and independent copywriter, I'm your Nan.

Yes! I'd like to add my two cents' worth.

Nan is one terrific writer. Creative. Insightful. And great at research.

You've taught me a lot, Nan.

Thanks.
Jim

I have received some assistance from vocational rehabilitation agencies, but have achieved most of my success on my own. I have never been placed in a job by VR and I totally disagree with this practice. VR should assist with pre-employment training but should not be in the business of placement, except, perhaps, when a noncompetitive situation such as a sheltered workshop is most appropriate.

Most contraversially, when it comes to vocational rehabilitation programs, I support the huge reform of changing to a voucher based system. This could provide clients with the greatest possible choice in the services they are able to receive.

I am still not working, but I did experience a rather major life change. In August of 2004, I moved out of my parents' house. I am living in an apartment with a former neighbor who is also visually challenged. This is part of an agency which works with people who have disabilities so that they can live independently. For me and for my family this was a very positive accomplishment. However, part of it has yet to be fulfilled. When I and others tried to contact the state VR agency regarding some needed O&M instruction, we were told that because I have no job, they were unwilling to provide the necessary instruction so that I could learn my way around town. Fortunately though, everyone here has been taking me out and working with me. I am partially surrounded by people with various disabilities, and I think they understand me and want to help me. That is part of what makes living here so nice. I'm not naming names, but people have been very generous with their time.

It is not my fault that I am unemployed, and it seems like everyone here understands and accepts that except for the VR agency. I think this is truly a barrier that has to be broken down.

Hi, Jake:

First, I want to congratulate you. You’ve taken a big step in moving out of your parent’s home and living independently in your own apartment. That’s great!

I agree with Darrell. Perhaps now’s the time to use that same initiative you took to gain your apartment and apply it to preparing for a specific job and hunting for it.

But, each individual has to chart a path that feels right for him or her.

I remember attending an orthopedic grade school and setting some priorities that stuck with me for years (at least until I was 35 or 40). My first priority back in grade school was to go to my hometown "regular" high school. Then to go to college and get good grades so I could get a job, buy a home, get married and live independently, despite my disability.

This was before our state had a vocational rehab agency, so I was kind of on my own.

My central focus was to get a job first and do well in it because I knew the other things would then fall in place (although for years I had my doubts). It kind of worked out that way, however.

My dreams gradually took shape only after some sacrifices. For years, I didn’t have much of a social life. I was working full time (and devoted too much time to my job). And I was still living on a farm with my parents, my brothers and sister 15 years after I graduated from college.

I bought a condo when I was 37 and got married when I was 40. Pam and I built a home a year later and lived in it for 20 years. We recently sold it, downscaled and moved into a downtown condo in a university town (Madison, WI). We now have more friends than we ever had when we lived in a rural area..

I really don’t know – looking back now – if I would change the way I did things. Going for an apartment right out of college would have been a good thing and brought balance to my life, but then my career would have taken a different twist…

But I do know that getting a job and developing my career was the key to everything else I wanted to accomplish.

Jim Hasse

Jake,

It seems highly unlikely to me that it is ever necessary to have obtained employment in order to obtain orientation and mobility instruction from a vocational rehabilitation agency. In fact, proper O&M instruction is typically necessary in order to successfully perform job searching tasks such as getting yourself to job interviews. It really is unlikely that this is a policy of your state's agency. I have even received such services outside the confines of an officially opened vocational rehabilitation case. Many states provide extra money for these "independent living" services which are not necessarily even contingent on an employment goal. If you would like to receive some professional O&M services, I strongly think you should pursue the matter vigorously. Don't accept the answer given by the first or even the second person you speak with on the telephone. Ask to speak with managers or supervisors. Go up the chain of command. If you leave voice messages, keep trying on a daily basis. I'll bet that if you continue to take the initiative and keep trying, you'll find that you will ultimately obtain positive results. I am often quite surprised at what I can get if I am willing to be active rather than passive and especially if I am willing to persist and absolutely insist on taking actions which I know to be right.

Hi Jim, Darrell and everyone. I, too, think this blog is extremely accessible. I recently had a problem with JAWS, so I was using a demonstration copy of Window-Eyes version 5.0, which appears to be the latest version. I had used Window-Eyes a little bit before and really liked it, but I had forgotten a lot of the commands for navigating web pages since I didn't do that very much with Window-Eyes. But that is not to say that this blog might be inaccessible with Window-Eyes. I am better acquainted with JAWS, and Freedom Scientific has really made a lot of enhancements such as improved navigation on web pages. I also enjoy putting my thoughts down on paper, or in this case throwing them onto the Information Superhighway. Thanks to all involved for creating this very accessible weblog.
Jake