Accommodating a Worker With Autism: A Call Centre Experience


Gwen is a worker with autism who excels at her technical support call center role until she is promoted into a role with more strenuous communication, social, and sensory demands. The new job magnifies the impact of some functional limitations related to her autism, creating accommodation needs that her employer must decide how to best address. In addition, her employer must decide how to address peer bullying and harassment related to both Gwen’s disability and her gender-related token status in the organization.

This case was prepared for inclusion in SAGE Business Cases primarily as a basis for classroom discussion or self-study, and is not meant to illustrate either effective or ineffective management styles. Nothing herein shall be deemed to be an endorsement of any kind. This case is for scholarly, educational, or personal use only within your university, and cannot be forwarded outside the university or used for other commercial purposes.

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