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 facial expressions • 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 workplace 2016 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 years When 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 cial skis and develop coping mechanisms to help deal with the chaenges of daily life. Looking for a job I’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 Santander One 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 centre Once 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 Santander Though 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 s great to receive additial coaching and a revised AHT target that s much more realistic. This reay 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.