Disability Inclusion In The Workplace: Assurant’s Francesca Luthi On How Businesses Make Accommodations For Customers and Employees Who Have A Disability
An Interview With Eric Pines
Passion does matter so don’t be afraid to show it. I have been told often that I wear my emotions on my sleeve, but often it has helped me to advocate.
As we all know, over the past several years there has been a great deal of discussion about inclusion and diversity in the workplace. One aspect of inclusion that is not discussed enough, is how businesses can be inclusive of people with disabilities. We know that the Americans with Disabilities Act (ADA) requires businesses to make reasonable accommodations for people with disabilities. What exactly does this look like in practice? What exactly are reasonable accommodations? Aside from what is legally required, what are some best practices that can make a business place feel more welcoming and inclusive of people with disabilities? To address these questions, we are talking to successful business leaders who can share stories and insights from their experience about the “How Businesses Make Accommodations for Customers and Employees Who Are Disabled.”
As a part of this series, we had the pleasure of interviewing Francesca Luthi.
Francesca Luthi is executive vice president, chief administrative officer at Assurant Inc., a Fortune 500 company with more than 16,000 employees across 21 countries, as well as a member of the company’s Management Committee. In her role, she oversees several critical business functions, including global human resources, DEI, real estate and facilities, and corporate social responsibility — strengthening the company’s commitment to key environmental, social and governance matters impacting its business and key stakeholders. Since assuming this expanded role in July 2020, she has focused on enhancing the company’s strategic capabilities to attract and engage the best talent, foster a more diverse and inclusive culture, and drive long‐term profitable growth. Francesca is an advocate for children with special needs and sits on the Board of Directors of the National Ability Center, empowering individuals of all abilities to build self‐esteem and lifetime skills through sport, recreation, and educational programs.
Thank you so much for joining us in this interview series! The Americans with Disabilities Act (ADA) requires businesses to make reasonable accommodations for people with disabilities. For the benefit of our readers, can you help explain what this looks like in practice? What exactly are reasonable accommodations? Can you please share a few examples?
Our workforce is stronger when it represents the people it serves. This also includes people of all abilities. Nearly one billion people across the globe are affected by some form of disability — that’s 15 percent of the world’s population. Sometimes it’s visible, but many times it is not.
We approach it with the view that all employees deserve a workplace that welcomes them and enables them to do their best work — whether in an office setting or increasingly in hybrid or remote working arrangements. An inclusive workforce can impact how we perform, grow, and engage with employees, and drive superior customer experiences. That’s why we maintain a work environment that empowers everyone to do their best work. A safe workplace inspires trust and allows us all to contribute and succeed. This includes reasonable accommodations that help untap our employees’ full potential, thus allowing them to perform at their best.
If the global pandemic has taught us anything, it’s how important it is to adapt and be nimble. Out of the hundreds of accommodation requests completed last year, almost 90 percent were approved. The largest number of accommodations involve flexibility in scheduling, such as modified or additional break schedules or general schedule/shift adjustments that allow employees to attend to their individual needs. This can include extra time to take care of personal/medical needs, the ability to rest/disconnect when needed, physical therapy, etc. In addition to these types of accommodations, we also continue to provide suite of benefits that further support employees of all abilities with mental, financial, social wellbeing.
Aside from what is legally required, what are some best practices that can make a workplace feel more welcoming and inclusive of people with disabilities? If you can, please share a few examples.
Our purpose is helping people thrive in a connected world. It is embedded in our culture. Thriving means fostering an understanding and awareness of why all our differences make us stronger, ensuring that employees feel a sense of belonging and see how their work ties back to the purpose of our company. As part of our broader efforts, we’ve hosted a series of Courageous Conversations for our employees to learn more about contributing to a more diverse, equitable and inclusive workplace. This past fall, nearly 2,000 employees joined in from across the world to learn more about what it means to make Assurant a more diverse, equitable and inclusive workplace for people with disabilities. While some panelists brought direct perspectives in dealing with their own disability in the workplace, some also addressed what it means to be an ally for those who may be suffering silently. Creating opportunities for people with disabilities to be seen and heard can be powerful for them as well as the organization. It was an inspiring and empowering experience that helped employees connect with each other on a deeper level.
Can you share a few examples of ideas that were implemented at your workplace to help promote disability inclusion? Can you share with us how the work culture was impacted as a result?
Last year, Assurant introduced the “STARS” program, which hires and connects employees with disabilities to job opportunities in the company at depots that specialize in light manufacturing of cell phones for major mobile carriers, including trade-in, mobile phone repairs and logistics. The STARS participants have a range of abilities, and some need special assistance to do their jobs, but all receive the same pay as other workers. This is important to ensure that the workplace is not only inclusive, but also equitable. Feedback from these employees is that they are excited about being part of a team that includes them in the workplace and other employees take notice of their strong commitment. The program has not only been successful in breaking down negative stigmas and stereotypes, it also has inspired workers to value each other’s strengths and work more collaboratively as a team. We are currently looking for ways to expand the program into more areas of the company as it continues to demonstrate our commitment to build a more inclusive Assurant for the benefit of all our stakeholders.
This may be obvious to you, but it will be helpful to spell this out. Can you articulate to our readers a few reasons why it is so important for a business or organization to have an inclusive work culture?
An inclusive work culture enhances employee engagement and taps the true potential in everyone. This helps create growth opportunities and drives global innovation. It’s important to not only have a diverse workforce, but one that is inclusive so that there is a cultural and environmental feeling of belonging. At the end of the day, we want to empower every team member to bring their whole self to work. That means embracing differences, coming to work as your authentic self, and valuing every individual we meet and work alongside every day. Each person on Assurant’s team brings skills and experiences that make us a better company and a better partner for our customers, and we need to honor these contributions. And with one billion people with disabilities in the world, why wouldn’t we tap into their experiences and talent to solve business challenges and problems?
What are some of the most interesting or exciting projects you are working on now?
We continue to consider how we scale STARS as we continue to expand our service offerings evolving our recruitment and training to provide greater opportunities for people of all ability. We are working on expanding our supplier diversity program to include disability-owned business enterprises. We launched our first enterprise resource group (ERG) this year with Women @ Assurant and while our next ERG for veterans is launching this summer, we will likely have one for people with disabilities soon. And there is always an opportunity to continue to drive even greater awareness and understanding through training, support and ongoing conversations around needs for diverse segments of our employee population.
Can you tell our readers a bit about your experience working with initiatives to promote Diversity and Inclusion? Can you share a story with us?
This is personal for me because I am the mother of a child with special needs. Throughout the years this role has defined me — early on by the ever-present heartache associated with my son’s diagnosis of cerebral palsy, to the search for balance between my home and work life. Later, it brought me a deeper appreciation to celebrate all milestones, whether big or small, and to recognize what it means to work for a company that supports a diverse and inclusive culture. I shared my story with all our employees last year as part of National Developmental Disability Awareness Month in March and again during Disability Inclusion Month in November because I believe our personal stories are so powerful in cultivating empathy and understanding. I have the opportunity to lead initiatives within Assurant, but also through our partnership and support of organization that are committed to that vision. I’m proud to sit on the Board of Directors for the National Ability Center, which empowers individuals of all abilities to build self-esteem and lifetime skills through sport, recreation and educational programs.
Can you tell us a bit about your ‘backstory’ and how you ended up where you are?
I joined Assurant because of the people I met during my interview process — smart, good people with a commitment to solve problems. That same mission encouraged me to seek different opportunities.
What are your “5 Things I Wish Someone Told Me When I First Started My Career”?
Speak up. Have a point of view or everyone else’s will define the direction.
Passion does matter so don’t be afraid to show it. I have been told often that I wear my emotions on my sleeve, but often it has helped me to advocate.
Cultures matter more than the role. I once chased an opportunity not recognizing the culture I was joining and it was not a good fit.
Stop planning. Opportunities will come from unexpected places. I have had a non-linear career path and it has taken me further.
See things from 360 degrees and different shoes. –
Can you please give us your favorite “Life Lesson Quote”? Can you share a story about how that was relevant in your own life?
Be the best you — everyone else will catch up. That is a lesson I learned over time. When I started my career, I felt that my success would depend on my ability to adapt and fit in until I realized that I and others have unique experiences and perspectives to contribute. I see that also with my children and encouraging them to let their best, authentic selves shine through.
If you could inspire a movement that would bring the most amount of good to the most amount of people, what would that be? You never know what your idea can trigger.
Stop focusing on the differences but rather what is common. We live in such a polarized world and that prevents progress, advancement.
Which three-character traits do you think were most instrumental to your success? Can you please share a story or example for each?
- Having a global mindset. I’ve lived in several countries and speak multiple languages, which has helped me appreciate differences, but also celebrate the common threads that bind us as human.
- Serving as a change agent. Because I moved a lot, I had to adapt and embrace change and I see it as an advantage. Nothing is static.
- Live in the grey. We all need to recognize that the world is not simple — black and white — not all opportunities or risks are quantifiable. Being able to assess the unknown or uncertain and being comfortable in that space is an advantage.
Can you share a story about one of your greatest work-related struggles? Can you share what you did to overcome it?
Throughout my career, I had opportunities to take on new roles, sometimes overseeing teams where I didn’t bring technical knowledge per se but rather other skills like ability to set vision, strategy and drive change. Early in my career, I was very focused on what I lacked rather than what I brought to the table — akin to imposter syndrome. But over time, I recognized that the combination was very powerful and energizing for me to continue to learn, and for my teams to expand beyond their specific areas.
How can our readers further follow your work online?
I share my personal story on LinkedIn and you can see more of the steps we’re taking to continue building a stronger company through diversity, equity and inclusion at Assurant.com.
This was very inspiring. Thank you so much for the time you spent with this. We wish you continued success and good health!
About the Interviewer: Eric L. Pines is a nationally recognized federal employment lawyer, mediator, and attorney business coach. He represents federal employees and acts as in-house counsel for over fifty thousand federal employees through his work as a federal employee labor union representative. A formal federal employee himself, Mr. Pines began his federal employment law career as in-house counsel for AFGE Local 1923 which is in Social Security Administration’s headquarters and is the largest federal union local in the world. He presently serves as AFGE 1923’s Chief Counsel as well as in-house counsel for all FEMA bargaining unit employees and numerous Department of Defense and Veteran Affairs unions.
While he and his firm specialize in representing federal employees from all federal agencies and in reference to virtually all federal employee matters, his firm has placed special attention on representing Veteran Affairs doctors and nurses hired under the authority of Title. He and his firm have a particular passion in representing disabled federal employees with their requests for medical and religious reasonable accommodations when those accommodations are warranted under the Rehabilitation Act of 1973 (ADA). He also represents them with their requests for Federal Employee Disability Retirement (OPM) when an accommodation would not be possible.
Mr. Pines has also served as a mediator for numerous federal agencies including serving a year as the Library of Congress’ in-house EEO Mediator. He has also served as an expert witness in federal court for federal employee matters. He has also worked as an EEO technical writer drafting hundreds of Final Agency Decisions for the federal sector.
Mr. Pines’ firm is headquartered in Houston, Texas and has offices in Baltimore, Maryland and Atlanta, Georgia. His first passion is his wife and five children. He plays classical and rock guitar and enjoys playing ice hockey, running, and biking. Please visit his websites at www.pinesfederal.com and www.toughinjurylawyers.com. He can also be reached at eric@pinesfederal.com.
