Alan Hubbard, COO of NTI, Presents at NECCF: Business Operations Defined by Employing Americans with Disabilities

Alan Hubbard, COO of NTI

Alan Hubbard, COO of NTI

NTI, who employs Americans with disabilities, presented at NECCF how a partnership with Customer Lobby changed operations and provided bottom line benefits.

Using NTI agents in combination with our onsite staff has worked better than we ever thought it would.”

— Allegra Lundy, Member Services Manager at Customer Lobby

BOSTON, MA, UNITED STATES, October 1, 2019 /EINPresswire.com/ — Companies that score high on the DEI (Disability Equality Index) experience up to 28% higher revenue. Those same companies report twice the net income and are four times more likely to outperform those that don’t make disability inclusion a priority (“Getting to Equal: The Disability Inclusion Advantage,” Accenture 2018). As inclusion trends grow, more companies are discovering benefits not only to the morale of employees, but to the bottom line as well. As unemployment rates have dropped across the United States, companies have been filling the gaps by hiring an increasing number of individuals with disabilities. They are now reaping the unique benefits employees with disabilities bring to the workforce.

The Bureau of Labor Statistics reports that the current unemployment rate is 3.7 percent, a remarkable 49-year low. But for the disability community that rate is two and a half times greater, currently standing at 9.2 percent. Bridging that gap and increasing inclusion presents a great way for companies to increase revenue and performance, and NTI is available to guide companies within the contact center space to those benefits. Over the past 20 years, NTI has become the industry leader in work-at-home staffing solutions for individuals with disabilities.

At the recent Northeast Contact Center Forum (NECCF) in Franklin, MA, NTI’s Chief Operating Officer Alan Hubbard shared how effective action taken by contact center leaders to accelerate inclusion brings benefits to the bottom line and helps grow business. Hubbard, together with Allegra Lundy, Member Services Manager of Customer Lobby, shared with over 200 contact center managers and directors in attendance how NTI’s guidance changed Customer Lobby’s methods of operation. NTI used their more than two decades of experience to assist Customer Lobby in a transition from using agents in a traditional brick-and-mortar call center to using agents in a virtual call center staffed solely by employees with disabilities working from their own homes.“

“From watching the presentation it's evident NTI has a firm grasp of effective training and management practices for virtual Contact Center employees,” Holly Chessman, VP of Marketing at GlowTouch Technologies, who was in attendance said. “These practices are a great complement to NTI's mission to identify work-from-home employment for American's with disabilities.”

By hiring agents who work at home, Lundy stated that Customer Lobby was able to draw from a much wider applicant pool with a higher skill set. This helped solve their problem of finding employees willing to work for an affordable rate in California where Customer Lobby is located. By hiring nationwide from NTI’s pool of trained applicants, Customer Lobby saved 26 percent over their local payrate. Lundy shared how NTI also guided them through the process of making sure remote agents were able to work securely and still maintain strict performance standards and high customer satisfaction. NTI board member Bob Eaton, also in attendance, said “Attending NECCF was a win-win for NTI because we have the experience of leveraging virtual agents to achieve great customer satisfaction while maintaining business continuity. Attendees were able to see how hiring Americans with disabilities who had completed NTI's training programs made business sense.”

By making sure applicants for jobs were fully trained and had needed skills to succeed in at-home jobs, NTI took the guess work out of the equation and made the transition to a virtual workforce seamless. In addition, NTI ensured Customer Lobby had tools in place to remotely train employees for job-specific tasks. Alan Hubbard, COO of NTI, said “When employing and training an at-home workforce, engagement is paramount. Using chat, having a direct line of communication to a supervisor, and maintaining regularly scheduled meetings to provide feedback are imperative to the success of at-home agents.” Lundy explained how she worked hand-in-hand with NTI to develop a deliberate instructional plan to train and provide guidance to newly hired agents working in an at-home environment.

Switching to an at-home workforce composed of Americans with disabilities made sense for Customer Lobby. They gained flexibility within their workforce and employed loyal and talented agents who have a better than average retention rate. They also saved money on the cost of having to expand a traditional call center or rent a larger space. In fact, the partnership of NTI and Customer Lobby was so successful that they increased their virtual staff by 50% in 2018, gaining the ability to expand their services and at the same time save money on rental space and hardware. “Using NTI agents in combination with our onsite staff has worked better than we ever thought it would,” Lundy said of the experience.

NTI is a 501 (c)(3) (http://www.nticentral.org) non- profit organization headquartered in Boston, MA. NTI has been providing job services to Americans with disabilities since 1995. The NTI@Home program provides free training and job search services for work-at-home customer service positions across the United States. The LandAjob program helps Americans on SSI/SSDI search for on-site jobs and get reimbursed for job related expenses. NTI pioneered staffing virtual call centers with Americans with Disabilities, including Disabled Veterans, who work from home.

NECCF (https://www.neccf.org/) is a non-profit organization of contact center executives and managers who meet to exchange ideas and address modern concerns and planning needs of contact center professionals throughout the region. NECCF was founded in 2001 by contact center specialists who wanted to assemble an unbiased group of professionals to facilitate the exchange of industry ideas. NECCF remains committed to addressing day to day management concerns and strategic planning needs of modern contact centers.

Customer Lobby (https://www.clspotlight.com/) is based in Oakland, California and provides access to automated software that offers customer retention tools to local businesses. Founded in 2008, Customer Lobby allows service businesses to manage online reputations and generate positive reviews to boost online presence and increase revenue.

Glowtouch Technologies (https://www.glowtouch.com.) has been providing personalized business outsourcing solutions since 2002. At Glowtouch, trusted performance and execution are underpinned by a highly-educated, loyal workforce, with innovative solutions crafted by award-winning leadership.

Michael Sanders
NTI
+1 8577727614
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Source: EIN Presswire

Mental Health Watchdog Cites United Nations Report on Enforced (Involuntary) ECT is Recognized Torture

CCHR’s mission is to eradicate abuses committed under the guise of mental health and enact patient and consumer protections.

CCHR’s mission is to eradicate abuses committed under the guise of mental health and enact patient and consumer protections.

With no clinical trials proving its safety, electroshock treatment plays Russian roulette with the lives of vulnerable people who are often ill-informed about its long-term effects, including, according to an ECT device manufacturer, permanent brain damage.

With no clinical trials proving its safety, electroshock treatment plays Russian roulette with the lives of vulnerable people who are often ill-informed about its long-term effects, including, according to an ECT device manufacturer, permanent brain damage.

The headquarters for CCHR Florida are located in downtown Clearwater.

The headquarters for CCHR Florida are located in downtown Clearwater.

The Florida chapter of CCHR is a non-profit mental health watchdog dedicated to the protection of children.

The Florida chapter of CCHR is a non-profit mental health watchdog dedicated to the protection of children.

Electroshock can be given without a patient’s consent, a practice several United Nations reports equate with torture.

Parents who consent to ECT on behalf of minors are also misled into believing that inducing a seizure, which ECT does, is vital for a child’s mental health. Nothing could be further from the truth.”

— Jan Eastgate, president of CCHR International

CLEARWATER, FLORIDA, UNITED STATES, October 1, 2019 /EINPresswire.com/ — In a continuing series about the use of electroshock treatment (ECT) and this practice putting at risk a reported 100,000 Americans every year, Citizens Commission on Human Rights International (CCHR), a mental health industry watchdog, says electroshock can be given without a patient’s consent, a practice several United Nations reports equate with torture. “Parents and guardians who consent to ECT on behalf of minors are also misled into believing that inducing a grand mal seizure, which ECT does, is vital for a child’s mental health. “Nothing could be further from the truth,” Jan Eastgate, president of CCHR International, said. She points to the United Nations reports that say coercive ECT is torture.

In 2013, the Report of Juan E. Méndez, then UN Special Rapporteur on Torture, that ECT (even given with anesthetic and muscle relaxants) may cross a threshold of mistreatment that is tantamount to torture or cruel, inhuman or degrading treatment or punishment. Specifically, he called for “an absolute ban on all forced and non-consensual medical interventions against persons with disabilities, including the non-consensual administration of psychosurgery, electroshock and mind-altering drugs….”[1]

A July 2018 UN Human Rights Council report on “Mental health and human rights,” also called on governments to recognize that forced psychiatric treatment, including ECT, “as practices constituting torture or other cruel, inhuman or degrading treatment or punishment….” [2]

“ECT consent does not mitigate the torture. When a patient is involuntarily committed to a psychiatric facility, their right to consent may be waived, which by international human rights standards also constitutes torture,” Eastgate said.

Statistics on the rate of involuntary committed patients receiving ECT in the U.S. is not publicly available and often requires requests through State and Federal Freedom of Information Acts. In its submission to the Food and Drug Administration (FDA) in 2016, CCHR pointed out the dearth of statistics on ECT’s usage generally in the U.S. and lack of oversight over a practice that can cause permanent memory loss and brain damage.

CCHR filed FOIA requests for stats on ECT usage, with 27 states responding and 19 admitting they allow the use of electroshock to children, including seven states using it on those aged “zero to five.” This is despite four U.S. states banning the use of ECT on minors and the World Health Organization’s Resource Book on Mental Health, Human Rights and Legislation also says: “There are no indications for the use of ECT on minors, and hence this should be prohibited through legislation.” [3]

According to a study published in Proceedings of the National Academy of Sciences an extensive long-term follow-up study indicates that “most ECT patients will never recover from the damage in the form of persistent severe mental deficits.” [4] ECT researcher, psychologist Harold Sackeim admits that “virtually all patients experience some degree of persistent and, likely, permanent retrograde amnesia” (memory loss of events prior to ECT.) In a study published in Neuropsychopharmacology, Sackeim and colleagues acknowledged that ECT may cause permanent amnesia and permanent deficits in cognitive abilities, which affect ability to function. [5]

The FDA’s Final Order on ECT specifies that the ECT device should be reduced in risk classification for treatment of four “disorders.” The agency’s response to the UN reports CCHR referred them to was that the UN hadn’t specified these disorders. Eastgate notes however that “electricity doesn’t differentiate a mental condition when it charges through the brain and body. Physical damage is damage no matter what the state of mind, no matter whether consent is given or not. Torture is torture.”

When the FDA was questioned about the number of patients that are subjected to ECT involuntarily, the agency claimed that the practice “is uncommon and, when it occurs, requires a judicial proceeding.” CCHR charges that this misleads Congress and other legislatures. Including the District of Columbia and Puerto Rico, a Journal of the American Academy of Psychiatry and the Law report says there are 33 geographical jurisdictions where the state laws and administrative codes do not even comment on the use of ECT. [6]

The U.S. is a signatory to the UN Convention against Torture and Other Cruel, Inhuman, or Degrading Treatment or Punishment (CAT) which requires it to take measures to end torture within its jurisdictions and own laws. For purposes of the Convention, torture is defined as an extreme form of cruel and inhuman punishment committed under the color of law.

Under U.S. legislation and regulations, CAT requirements are understood to apply to acts of torture committed by or at the acquiescence of a public official or other person acting in an official capacity. [7] CCHR argues that under involuntary commitment laws, psychiatrists, as agents of the State, are being allowed to torture with impunity.

The FDA should be brought before Congress over its defiance of the UN recommendations, CCHR states. Instead of protecting citizens, it is allowing electroshock torture to be passed off as “standard” medical care, when the entire practice of ECT should be abolished.
More than 90,000 people have signed CCHR’s online petition to ban electroshock. More are encouraged to sign this and also to report any incident of ECT damage to CCHR.

About CCHR: Initially established by the Church of Scientology and renowned psychiatrist Dr. Thomas Szasz in 1969, CCHR’s mission is to eradicate abuses committed under the guise of mental health and enact patient and consumer protections. L. Ron Hubbard, founder of Scientology, first brought psychiatric imprisonment to wide public notice: “Thousands and thousands are seized without process of law, every week, over the ‘free world’ tortured, castrated, killed. All in the name of ‘mental health,’” he wrote in March 1969. For more information visit www.cchrflorida.org

Sources:
[1] A/HRC/22/53, "Report of the Special Rapporteur on torture and other cruel, inhuman or degrading treatment or punishment, Juan E. Méndez," United Nations, General Assembly, Human Rights Council, Twenty-second Session, Agenda Item 3, 1 Feb. 2013, p. 1, Summary.
[2] “Mental health and human rights: Promotion and protection of all human rights, civil, political, economic, social and cultural rights, including the right to development,” Annual report of the United Nations High Commissioner for Human Rights and reports of the Office of the High Commissioner and the Secretary-General, Human Rights Council, 10-28 Sept. 2018, p. 14, point 46.
[3] “WHO RESOURCE BOOK ON MENTAL HEALTH, HUMAN RIGHTS AND LEGISLATION WHO 2005,” p. 64.
[4] https://www.huffingtonpost.com/dr-peter-breggin/electroshock-treatment_b_1373619.html.
John Breeding, Ph.D., “Electroshocking Children: Why It Should Be Stopped,” 11 Feb. 2014, https://www.madinamerica.com/2014/02/electroshocking-children-stopped/, citing, Sackeim, “Memory Loss: From Polarization to Reconciliation,” The Journal of ECT, Sept. 2001, Vol. 17, Iss, 3, p 229, Letters to the Editor and Sackeim et al., “The Cognitive Effects of Electroconvulsive Therapy in Community Settings” Neuropsychopharmacology, Vol. 32, Number 1, 2007.
[6] http://www.jaapl.org/content/34/3/406.full.pdf.
[7] https://fas.org/sgp/crs/intel/RL32276.pdf.

Diane Stein
Citizens Commission on Human Rights of Florida
+1 (727) 422-8820
email us here
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Electroconvulsive “Therapy” —The Facts about ECT


Source: EIN Presswire