What is Asperger’s Syndrome?Asperger’s Syndrome is a high-functioning Autistic Spectrum Disorder. A lifelong developmental disability which is thought to affect around 1% of the UK population. Though it can be difficult to generalise and no two individuals are the same, people with Asperger’s tend to be characterised by average or above-average intelligence, linked with difficulties relating to communication and interaction, things like:

Hi, I’m Daniel. I’m 26, and I’ve worked for Santander for just over two years. At the age of 13 I was diagnosed with Asperger’s Syndrome.

• making friends• holding conversations• making/maintaining eye contact• interpreting non-verbal communication

cues like body language and facialexpressions

• understanding/interpreting context• literal interpretation of language• susceptibility to sensory overload.

When I was asked to attend enhanced adviser training in December, I felt like it was too much to cope with. I went through the training unable to take anything in and when I got back to the phones I couldn’t bring myself to hit the ‘Ready’ button.

I now had more complex calls to deal with that might increase my AHT and I was worried this might affect my probation. One day, rather than sign in I found myself running outside where one of the trainers found me collapsed on a bench in the freezing cold. I was in floods of tears, shaking like mad and barely able to string a sentence together.

It was one of my worst panic attacks and I hadn’t a clue what to do. I felt completely helpless. I felt like my disability and personal circumstances hadn’t been properly understood. I was given the rest of the day off the phone, looking at processes and making notes; I was expected back on the phones again, as an enhanced adviser, the following day. But I still didn’t feel ready for it.

Looking back I see that the method of training didn’t match my way of learning and developing. But back then, with everything I was going through, my AHT got even higher. I started to feel anxious about coming into work. When my probation review came round it was extended by eight weeks.

Asperger’s in the workplace2016 figures from the National Autistic Society show only 16%, or 1 in 6 individuals on the Autistic Spectrum in full time employment, a figure that hasn’t changed for around a decade! Of those in work, just over 50% felt their

qualifications/skills were higher than required for their job, roughly

the same amount felt they were bullied, harassed or

discriminated against in the workplace because of their condition.

My early yearsWhen I was diagnosed I had never heard of Asperger’s Syndrome. At the time it was confusing, but the more I learnt about it the more it helped me make sense of who I am.

Throughout school I felt like the odd one out. I never had many friends and didn’t really know how to socialise. It’s difficult to explain what it’s like to grow up with Asperger’s but the best way I think of is that it’s like you’re holding the world’s best tennis racket but everyone around you is playing football.

It wasn’t until I got to college and then university that I started truly learning how to socialise and make friends and, although difficult, I tried my best. I got involved in societies and social events and, by the time I got to my third year, I was president of a society to help students with Asperger’s. After graduating I worked for two years with the university helping other students with Autism/Asperger’s.

Over time many people with Asperger’s learn social skills and develop coping mechanisms to help deal with the challenges of daily life. Looking for a jobI’m sure applying for jobs is difficult for most people, but for those with Asperger’s it’s particularly challenging. One of the biggest problems is that we have a very rigid way of thinking and become nervous when outside our comfort zone. The unknown is a great big invisible enemy and once we step into it we have no idea where to start. But applying for jobs is a whole new and very different skill to learn. I for one find it practically impossible to write about my experience and competencies in an application because, whilst I know I meet the criteria, I haven’t a clue how I’m expected to demonstrate this. For example: ‘must be competent in I.T.’ is simply saying “Yes, I am” acceptable?

‘The ideal candidate must be of a friendly, approachable and helpful nature.’ That’s me! But…who wouldn’t say this about themselves? Who claims to be rude, unhelpful and selfish in a job application? Answers on a postcard please!

Interviews combine everything those of us with Asperger’s find very difficult, all in one place. You’re expected to wear a suit you wouldn’t normally wear – I find a

Santander were very supportive and put my start date back, telling me that I could put it back further if needed. After what felt like the longest month of my life we were told that, whilst my dad had a long recovery ahead, he was out of danger.

Joining SantanderOne Monday morning in July and I’m in McDonald’s toilets. I’m sure I’ve been here before! I drag myself across the road to sign in, shaking with nerves. I’m led with a few others to a training room where we introduce ourselves and meet other colleagues. This all seems familiar.

Training gets off to a fantastic start, better than I ever hoped or imagined. I’m open and honest about my personal circumstances and my disability from the outset. Everyone’s supportive and understanding, which really helps.

It was exhausting being in work and travelling to the other side of the county several nights a week to visit my dad in hospital. But with support from family, friends and colleagues (and lots of coffee!) I managed to get by.

I graduated training with some amazing colleagues and, whilst nervous about getting on the phones, there was a great sense of camaraderie and support between us.

Working in a contact centreOnce on the phones, things started well. As a team, we needed a lot of help from floor walkers but this was perfectly normal. Our call handling times (AHT) were high, but again, normal at that point.

I discussed my disability with my manager and confirmed I didn’t feel I needed any extra support, but explained the need for clear instructions and to be informed about changes in advance.

Over time my colleagues’ AHTs started coming down whilst mine remained stubbornly high. As we started to be assessed against targets it was clearly becoming a concern. With my dad in hospital and pressure on me to improve but no idea how, I was becoming increasingly anxious.

suit very uncomfortable, restrictive and claustrophobic. You then go to a place you’ve never been, speak to people you’ve never met and answer questions you’re never normally asked. It’s very alien to us.

Applying to SantanderThough I was nervous about applying to Santander I knew someone who worked there which helped. That is, until the morning of the assessment, when I spent half an hour having a panic attack in McDonald’s toilets before I could bring myself to go in.

Once inside we were presented with tea, coffee, water and snacks and told to help ourselves. The atmosphere was welcoming and relaxed and this really helped me. I met six other candidates and was then introduced to the managers who would be conducting the interviews. We asked questions, chatted, had a bit of a laugh with each other and this really helped to ease my anxiety.

It was a good way of doing things and, although I found the interview and role play a little uncomfortable, I came out feeling very positive. Shortly afterward I got a phone call to offer me the job. I was absolutely over the moon, and simultaneously terrified!

It was great to receive additional coaching and a revised AHT target that was much more realistic. This really made a difference for me.Before long I had a start date and was ready to go, or so I thought…Unfortunately, on the day I attended the assessment centre my dad was diagnosed with early stage bowel cancer. He developed complications and had a lengthy stay in hospital; at one point we were even told he might not make it.

Isabel’sStory

Daniel’s conclusionLife with Asperger’s is sometimes overwhelming, but having the right support in place helps. It might not always be obvious what that support is, we might not even know ourselves, but it should be an ongoing process that can be reviewed and adjusted over time. We’re the same as everyone else, we just have a slightly different way of thinking and might need a bit more guidance from time to time. But with support and understanding that needn’t be a barrier to happiness and success.

I put all my efforts into building my confidence and gradually, over several weeks, things got better. But right before my next probation review I learned I was going to become ISA trained. I desperately needed stability and I didn’t know how I would cope. I was sure I would lose my job and was scared to come into work.

Immediately after my ISA training our team was split up and I had a new manager, Jon. Isabel was also new to Jon’s team and, like me, Isabel also has Asperger’s. To help support us, Jon did some research on Asperger’s and always asked us when he was unsure of something. When probation review came round this time, despite my AHT still being above target I was told I had passed. A huge weight off my mind! After a few months in Jon’s team, a meeting was arranged with a consultant from Health, Safety & Wellbeing, to discuss possible support options.

But whilst I was very efficient with simple requests and queries, I found it difficult to deal with ambiguity, uncertainty and emotion – all areas where people with Asperger’s tend to struggle.

Over time it’s possible to learn, adapt and develop coping mechanisms, but for me things just didn’t translate well over the phone. Thankfully with extra support and guidance, as well as less pressure around AHTs, I was able to develop my skills, although I still struggle from time to time and always will. Nothing is going to make my Asperger’s disappear. But now I know how to handle situations better – whether it’s taking a number to call a customer back or a quick time-out to calm down when I’m overwhelmed. It helps a lot.

I’m now much happier and more confident in my job than I was before. It’s amazing what having the right support can do. What’s more, I’ve recently started taking on extra roles. I now audit and coach my team for risk and I’m an active member of Santander’s Disability Support Forum, attending quarterly meetings in Milton Keynes. It’s certainly been a bumpy road but things are going smoothly now and I look forward to seeing where it may lead in the future

In the summer I volunteer at music festivals doing wrist bands on the gates. Between finishing university and joining Santander I travelled, visiting Australia and Asia. I worked a few jobs on my travels including door-to-door selling and farm work. I came to Santander because I liked the idea of working in a contact centre rather than being face-to-face with people.

How was the application process?The competency interview and maths test were straight forward. But I found the role play difficult and high pressure, so didn’t do as well as I could have.

I wasn’t offered a role at first, but I felt the interview was unfair as there were no reasonable adjustments for me. I appealed the decision, reattempted the role play with adjustments in place and was offered a job.

At the start I thoroughly enjoyed classroom training; it was good to meet new people and learn new skills. Jamie was my mentor for the first eight weeks. He’d had work experience at a school for autistic children and knew about Asperger’s and how best to support me. But when this ended things became more difficult. With two manager changes during my probation I felt stressed and that I needed more support.

How do you find working at Santander?Sometimes the job is overwhelming, causing me to experience meltdowns. Whilst unintentional and uncontrollable this can be seen as unprofessional and can be difficult for others to understand.

I recall once, when a customer was shouting and I didn’t know what to do or where to get help, I disconnected the call. It was wrong and as a consequence I had

to attend a disciplinary hearing for serious misconduct. I thought it was the end of my job, but with support from Advance, my probation was extended and I had a chance in a new team.

I’ve received many ‘Thank Yous’ and recognition awards and have become a digital advocate, presenting to other teams. Kerry Beggs, Retail Business Manager, recently presented me with an award for positive customer feedback.

How can Santander help others with Asperger’s? Continued support at the start of a career and reasonable adjustments really make a difference. There was a lot of support when I started, but when it stopped I really struggled. I also feel improving awareness of Asperger’s Syndrome would help. Hardly anyone in the call centre knew about it when I joined.

Tell us about yourselfI’m Isabel. I’m 26 years old and was diagnosed with Asperger’s Syndrome aged 5. I’ve worked on the phones in Core Retail at Santander for two years now. Before Santander I worked at Tesco and studied Tourism Management at Sunderland University where I was a Student Ambassador.

It’s tough reading about the challenges Daniel and Isabel had to overcome at the start. When I first met Daniel and Isabel, what impressed me was their passion; the job was vital to them, an opportunity they couldn’t afford to lose. Daniel and Isabel pointed me to articles and videos to better understand Asperger’s and we focused on getting through probation by planning for success.

We developed coping strategies together, including preparing for change, handling conflict and emotional customers. I also had a lot of support from Health, Safety & Wellbeing. We met with Tracy Michael, our Regional Health & Safety Consultant, who helped agree and set down some reasonable adjustments. Something as simple as 20% adjustment on call length has helped Daniel and Isabel develop their communication skills and had a real positive impact.

Fast forward 18 months and both of them are delivering outstanding service. Daniel supports our team to improve their risk performance and Isabel delivers digital advocacy training to new joiners.

Going forward I would love to see more training and support for managers around disability, as well as see more made of the Enable! network so colleagues can share experiences. I’d also welcome a continuation of the collaborative relationship we have with Health, Safety & Wellbeing, to help support colleagues throughout probation and their careers.

A manager’s perspective

Despite early difficulties, working with Jon and Daniel has helped a lot. I feel recognised as a hard-working and valuable colleague.

I’m super proud of both of them, but feel there’s a lot we can learn from their experiences.

by Jon Butler

Getting support