Recruiting and Developing Deaf Employees at SIGNS Restaurant

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1 MAKING EMPLOYMENT PRACTICES MORE ACCESSIBLE IN ONTARIO Recruiting and Developing Deaf Employees at SIGNS Restaurant About This Series This profile is one in a series of case studies that features organizations and their accessible employment practices. The case study profiles are part of a research study The Conference Board of Canada has undertaken to look at accessible employment practices in Ontario. This case study was made possible through the support of the Government of Ontario. We greatly appreciate the time SIGNS spent participating in this study. The Conference Board of Canada 2015 Prepared by: Natalie Vacha, Senior Research Associate, The Conference Board of Canada.

2 Company Overview SIGNS is a restaurant in Toronto with an innovative approach to staffing that is proving very popular with diners. It's the first restaurant in Canada to employ primarily Deaf servers. Customers are asked to order in American Sign Language (ASL) cheat sheets are provided! Dining at the restaurant gives hearing people an opportunity to experience, in the words of one employee, "our culture and our world." It is a unique experience: instead of a one-sided process where the employees with hearing impairments adapt to the communication modes of hearing customers, the hearing customers get the chance to learn some ASL and communicate with the servers. Anjan Manikumar is the owner of SIGNS, founder of the concept, and there to ensure the concept succeeds. Of the 50 employees who work at SIGNS, about 35 are Deaf. That being said, the restaurant is not averse to hiring anyone, as long as the person can communicate in ASL. The restaurant's goal, like that of any restaurant, is to provide exceptional food and customer service. Employees who are Deaf, work in many different roles (server, busser, bartender, kitchen staff, and supervisory), but mostly as servers/front-of-house staff. This provides an opportunity for them to work on the front line with hearing guests 1. Recruitment and Selection Job Posting The goal of the initial hiring process was to hire Deaf people, but also to find the right staff. Job openings were advertised at the Bob Rumball Centre for the Deaf (BRCD) and over 300 people applied. Interviewing The initial hiring process was somewhat altered to take into account the fact that many applicants were Deaf. For example, no phone interviews were conducted. Further, candidates' resumes were often translated into English from signed ASL (a completely different language from English) and as a result there were translation issues. This meant the hiring team couldn't always use the resumes to judge experience and fit. They therefore decided to interview all candidates, which took approximately one month. Most applicants had no prior restaurant experience, so attitude and interest were very important. The interview was a three-way conversation between interviewee, interpreter, and interviewer. The BRCD and the Canadian Hearing Society (CHS) helped provide interpreters. Those staff members who were not Deaf completed formal conversational sign language courses as a job prerequisite, and otherwise were involved in the same training 1 Anjan Manikumar and Rachel Shemuel (Owner and Restaurant Manager, respectively, SIGNS Restaurant), Phone Interview by Todd Armstrong and Alicia Cameron, Thursday, January 15, The Conference Board of Canada,

3 initiatives as Deaf employees. The kitchen staff may have limited ASL skills, but are able to learn from Deaf staff. Training and Development Orientation The orientation process for Deaf employees includes a pilot video training orientation. Discussions with managerial and supervisory staff are also an important component of training, and new hires shadow experienced servers until they feel comfortable working on their own. Training Accommodations Assessment of training needs is done as tasks are undertaken and then training is provided. Training requirements are fairly similar for new hires because most have a similar profile very few have had any restaurant experience, and many are Deaf. Several training programs are available for employees who are Deaf. SIGNS worked with the BRCD to interpret standard restaurant training for the SIGNS staff (e.g. WHMIS 2, Smart Serve, food handlers/food safety training). Point-of-sale (POS) training is extensive because most employees have no previous experience with POS. SIGNS also has mock training sessions and food and wine seminars to increase bartender/server knowledge. All staff go through sensitivity training that is specific to the environment; for example, many employees know each other outside of the restaurant, yet shouldn't let that colour their behaviour at work. A variety of accommodations are provided for the training of employees with disabilities: Interpreters are available, and the owner and manager are learning ASL. Training is provided on how to approach a table of customers and communicate with them. Training programs have been designed from scratch because of new hires' limited restaurants experience, e.g., training on service process and standards. All staff completes it regardless of background, so that all employees are on the same page. External providers such as the Hospitality Workers Training Centre, BRCD, and CHS have been engaged to help train employees with and without disabilities. Career Development Sign language is very visual, so development is done face-to-face. Videos are also used and are based on observed performance in the restaurant. This allows staff to improve skills. Job rotation is also used to expose staff to new aspects of the business. 2 Workplace Hazardous Materials Information System. The Conference Board of Canada,

4 Typically, restaurants have high turnover levels, but SIGNS has a lower rate than is usual for the industry. Some staff have left to attend school in different cities, but even then most return on holidays or breaks. SIGNS credits the successful retention of staff to its friendly environment and good career opportunities. For example, advancement opportunities are available (e.g., bartender to bar supervisor) and are based on performance. Like most restaurants, the more experience employees gain, the more likely they are to advance. Impacts and Benefits Management at SIGNS has discovered that it is possible to employ Deaf people in a restaurant, which previously was thought to be impossible. However, it does require a change in typical "restaurant culture." For example, the old adage "If you can t handle the heat, get out of the kitchen" wouldn t work well in the SIGNS environment. New hires may prove to be highly adept at what they do provided they are given the time, tools, and understanding they need to shine. The return on investment in SIGNS staff is evident. At the time of writing, the restaurant was trending as number four on Trip Advisor for Toronto restaurants. 3 Other businesses are taking notice and approaching SIGNS for advice. The SIGNS model has not only raised the restaurant's profile, it has also spread awareness that Deaf job applicants are an excellent and underused talent pool. 3 Trip Advisor. Best Toronto Restaurants. Toronto_Ontario.html. Accessed on February 19, The Conference Board of Canada,

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