National Skills Summit

National Skills Summit
Innovative Initiatives: Financial Services

Aetna Financial Services: Deaf and Hard-Of-Hearing Program Implementation

The Challenge:

To integrate deaf and hard-of-hearing individuals into Aetna Financial Service's workforce.

The Solution:

Create an internship program for deaf and hard-of-hearing students while supporting them with the resources they need to succeed in their jobs.

The Partners:

Aetna Financial Services markets a wide array of investment-management products and services - including mutual funds and variable annuities - to businesses, educational institutions, state and local governments, non-profit organizations, and individuals.

Gallaudet University, established by the U.S. Congress in 1864 and located in Washington, D.C., is the only university in the world for deaf and hard-of-hearing students.

The Story:

Deaf and hard-of-hearing individuals are too often overlooked by employers who are unaware of low-cost measures that can easily accommodate their disability. In an effort to tap this pool of potential employees, Aetna Financial Services partnered with Gallaudet University and piloted a 13-week summer internship program with five Gallaudet students in May 1999. Two of the interns have since graduated from Gallaudet and joined Aetna Financial Services full-time. One currently works as a business analyst, and the other as a service support specialist in the sponsored services department. Two additional interns joined the company in the summer of 2000 working in the Customer Service Center. As part of the operations support team, these interns are responsible for responding to customers' internet and e-mail inquiries.

Internship requirements include the completion of two weeks of classes regarding company products, computer training in relevant skills and programs, sales support training, and basic investment concepts.

Aetna provides technological accommodations to its interns such as TTYs, phone flashers, and a full-time staff interpreter. Another innovative element of Aetna's program is to provide housing for the participants who are living away from home during their internship.

Aetna plans to expand the program to include its Phoenix, Arizona, office in the summer of 2001. The company also hopes to integrate students from the National Technical Institute for the Deaf in future summer internship programs.

A Model of Innovation:

Mentoring, which was lauded by National Skills Summit participants as one of the most effective tools of the training trade, plays a large role in Aetna's practice. The company pairs each intern with a mentor who serves as the primary contact throughout the summer. As part of the program, the company also encourages its managers and mentors to complete a six-week basic sign language and deaf awareness instruction provided during the workday. These programs are open to other employees on a voluntary basis, and help to create an environment in which deaf and hard-of-hearing employees are fully supported.

Contacts:

Lisa K. Kenney
Deaf/HH Program Coordinator and Sign Language Interpreter
Aetna Financial Services
151 Farmington Avenue, TN31
Hartford, CT 06156
860-273-1043 (p)
860-952-3579 (TTY)
860-273-2307 (f)
KenneyL1@aetna.com