'Needing At-Home Workers, Call Centers Turn to People With Disabilities' diff viewer (9/10)

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Needing At-Home Workers, Call Centers Turn to People With Disabilities	Needing At-Home Workers, Call Centers Turn to People With Disabilities
2020-06-17 04:40:54 UTC	2020-06-17 15:19:26 UTC (about 11 hours later)
A workplace injury two decades ago when she was newly pregnant left Robin Ervin with neuropathy in her left leg and without a functioning bowel or bladder. She has been living on disability benefits since.	A workplace injury two decades ago when she was newly pregnant left Robin Ervin with neuropathy in her left leg and without a functioning bowel or bladder. She has been living on disability benefits since.
Now as the coronavirus pandemic upends the economy, Ms. Ervin, 46, has found a way to get back into the work force: She is answering customer service calls for a regional retail chain.	Now as the coronavirus pandemic upends the economy, Ms. Ervin, 46, has found a way to get back into the work force: She is answering customer service calls for a regional retail chain.
Call centers have had to adapt swiftly because the pandemic has dealt them a double blow. They are fielding more calls from customers inquiring about online orders or seeking refunds or forbearance. But many of the people who would normally answer those calls either can’t get to work or are not equipped to work from home.	Call centers have had to adapt swiftly because the pandemic has dealt them a double blow. They are fielding more calls from customers inquiring about online orders or seeking refunds or forbearance. But many of the people who would normally answer those calls either can’t get to work or are not equipped to work from home.
The transition has been messy; industry executives say they are struggling to ship computers, headsets and other equipment to employees. Many customer service representatives, who earned a median income of $34,710 last year, also don’t have internet connections fast enough to take calls and log in to corporate computer systems. In addition, companies said, they have had to shut down offices in countries like the Philippines because of strict stay-at-home orders.	The transition has been messy; industry executives say they are struggling to ship computers, headsets and other equipment to employees. Many customer service representatives, who earned a median income of $34,710 last year, also don’t have internet connections fast enough to take calls and log in to corporate computer systems. In addition, companies said, they have had to shut down offices in countries like the Philippines because of strict stay-at-home orders.
Some companies, like Charter Communications, the telecom giant known as Spectrum, have come under fire for requiring workers to go to offices. More than 230 Charter employees tested positive for Covid-19, and roughly half worked in offices or call centers, according to a person with knowledge of the company who was not authorized to speak publicly. A spokeswoman said a “significant majority” were now working from home.	Some companies, like Charter Communications, the telecom giant known as Spectrum, have come under fire for requiring workers to go to offices. More than 230 Charter employees tested positive for Covid-19, and roughly half worked in offices or call centers, according to a person with knowledge of the company who was not authorized to speak publicly. A spokeswoman said a “significant majority” were now working from home.
Many employers are seeking new workers wherever they can find them. One option is hiring people with disabilities.	Many employers are seeking new workers wherever they can find them. One option is hiring people with disabilities.
The National Telecommuting Institute, a nonprofit that works with the Social Security Administration to fill telecommuting jobs with people who have disabilities, has been approached by nearly a dozen additional companies seeking workers in the last three weeks. The institute has handled 30 percent more job postings over the past month than it did a year ago, and the numbers could be much higher in the next month, said Alan Hubbard, the institute’s chief operating officer.	The National Telecommuting Institute, a nonprofit that works with the Social Security Administration to fill telecommuting jobs with people who have disabilities, has been approached by nearly a dozen additional companies seeking workers in the last three weeks. The institute has handled 30 percent more job postings over the past month than it did a year ago, and the numbers could be much higher in the next month, said Alan Hubbard, the institute’s chief operating officer.
Founded in 1995, the telecommuting institute trains disabled people and helps them acquire the necessary equipment and broadband connections. The group also pairs beneficiaries with mentors who help them update their résumés, prepare for interviews and make the transition to work.	Founded in 1995, the telecommuting institute trains disabled people and helps them acquire the necessary equipment and broadband connections. The group also pairs beneficiaries with mentors who help them update their résumés, prepare for interviews and make the transition to work.
“We’re looking at this as tremendous opportunity to place people with disabilities into jobs,” Mr. Hubbard said. “Right now is the time companies can fulfill the promise to the Americans With Disabilities Act.”	“We’re looking at this as tremendous opportunity to place people with disabilities into jobs,” Mr. Hubbard said. “Right now is the time companies can fulfill the promise to the Americans With Disabilities Act.”
The institute is funded by government and business partnerships. Some companies outsource staffing, payroll and other human resource functions to the nonprofit.	The institute is funded by government and business partnerships. Some companies outsource staffing, payroll and other human resource functions to the nonprofit.
Ms. Ervin, who lives in Sayre, Pa., found the telecommuting institute two years ago but didn’t secure a job until March. She is now taking customer service calls for Meijer, a supermarket chain that operates in the Midwest and has worked with the institute since 2005.	Ms. Ervin, who lives in Sayre, Pa., found the telecommuting institute two years ago but didn’t secure a job until March. She is now taking customer service calls for Meijer, a supermarket chain that operates in the Midwest and has worked with the institute since 2005.
“I feel like I have some self-worth back,” she said. Many of the calls she is fielding deal with online orders, which have spiked as people avoid shopping in stores.	“I feel like I have some self-worth back,” she said. Many of the calls she is fielding deal with online orders, which have spiked as people avoid shopping in stores.
“Since the Covid-19 crisis, N.T.I. has helped us to meet additional customer demand,” Meijer said in a statement. “We have found they handle both basic and escalated customer emails and calls on Meijer’s behalf on par or better than their peers.”	“Since the Covid-19 crisis, N.T.I. has helped us to meet additional customer demand,” Meijer said in a statement. “We have found they handle both basic and escalated customer emails and calls on Meijer’s behalf on par or better than their peers.”
Call volumes are “off the charts” in several industries, including health care, insurance, technology and retail, said Michele Rowan, president of Customer Contact Strategies, a consulting company that specializes in remote work and call centers.	Call volumes are “off the charts” in several industries, including health care, insurance, technology and retail, said Michele Rowan, president of Customer Contact Strategies, a consulting company that specializes in remote work and call centers.
Alorica, an outsourcing company that handles calls for large corporations, has had to temporarily shut down outposts in Guatemala, the Dominican Republic and Jamaica. Shelter-in-place orders and curfews have prevented workers in those countries from going to work, and many can’t work from home because they do not have computers and broadband internet connections.	Alorica, an outsourcing company that handles calls for large corporations, has had to temporarily shut down outposts in Guatemala, the Dominican Republic and Jamaica. Shelter-in-place orders and curfews have prevented workers in those countries from going to work, and many can’t work from home because they do not have computers and broadband internet connections.
The company’s U.S. operation is having to pick up that slack, said Colleen Beers, the president of North American and European operations. The company is trying to hire 8,000 people to keep up with demand.	The company’s U.S. operation is having to pick up that slack, said Colleen Beers, the president of North American and European operations. The company is trying to hire 8,000 people to keep up with demand.
Call center work can be grueling, and some companies that employ lower-wage, lower-skilled workers have turnover rates of 30 percent to 45 percent. Some employers said the telecommuting institute’s beneficiaries were less likely to quit.	Call center work can be grueling, and some companies that employ lower-wage, lower-skilled workers have turnover rates of 30 percent to 45 percent. Some employers said the telecommuting institute’s beneficiaries were less likely to quit.
Erin Blunt, the president of VForce, which handles membership renewal, emergency roadside services and other calls for AAA, said her company hired 95 percent of its employees through the institute. “N.T.I. is hiring people who really, truly want to work,” she said.	Erin Blunt, the president of VForce, which handles membership renewal, emergency roadside services and other calls for AAA, said her company hired 95 percent of its employees through the institute. “N.T.I. is hiring people who really, truly want to work,” she said.
Benjamin Cargile, 43, landed a job with the bank PNC last month through the institute and hopes to keep it for years.	Benjamin Cargile, 43, landed a job with the bank PNC last month through the institute and hopes to keep it for years.
“I don’t really like being on disability,” said Mr. Cargile, who lives in Morrisville, N.C., and has received disability benefits since 2013 because of agoraphobia and other mental health issues. “You want to be able to support yourself.”	“I don’t really like being on disability,” said Mr. Cargile, who lives in Morrisville, N.C., and has received disability benefits since 2013 because of agoraphobia and other mental health issues. “You want to be able to support yourself.”
Updated June 16, 2020	Updated June 16, 2020
	The steroid, dexamethasone, is the first treatment shown to reduce mortality in severely ill patients, according to scientists in Britain. The drug appears to reduce inflammation caused by the immune system, protecting the tissues. In the study, dexamethasone reduced deaths of patients on ventilators by one-third, and deaths of patients on oxygen by one-fifth.
The coronavirus emergency relief package gives many American workers paid leave if they need to take time off because of the virus. It gives qualified workers two weeks of paid sick leave if they are ill, quarantined or seeking diagnosis or preventive care for coronavirus, or if they are caring for sick family members. It gives 12 weeks of paid leave to people caring for children whose schools are closed or whose child care provider is unavailable because of the coronavirus. It is the first time the United States has had widespread federally mandated paid leave, and includes people who don’t typically get such benefits, like part-time and gig economy workers. But the measure excludes at least half of private-sector workers, including those at the country’s largest employers, and gives small employers significant leeway to deny leave.	The coronavirus emergency relief package gives many American workers paid leave if they need to take time off because of the virus. It gives qualified workers two weeks of paid sick leave if they are ill, quarantined or seeking diagnosis or preventive care for coronavirus, or if they are caring for sick family members. It gives 12 weeks of paid leave to people caring for children whose schools are closed or whose child care provider is unavailable because of the coronavirus. It is the first time the United States has had widespread federally mandated paid leave, and includes people who don’t typically get such benefits, like part-time and gig economy workers. But the measure excludes at least half of private-sector workers, including those at the country’s largest employers, and gives small employers significant leeway to deny leave.
So far, the evidence seems to show it does. A widely cited paper published in April suggests that people are most infectious about two days before the onset of coronavirus symptoms and estimated that 44 percent of new infections were a result of transmission from people who were not yet showing symptoms. Recently, a top expert at the World Health Organization stated that transmission of the coronavirus by people who did not have symptoms was “very rare,” but she later walked back that statement.	So far, the evidence seems to show it does. A widely cited paper published in April suggests that people are most infectious about two days before the onset of coronavirus symptoms and estimated that 44 percent of new infections were a result of transmission from people who were not yet showing symptoms. Recently, a top expert at the World Health Organization stated that transmission of the coronavirus by people who did not have symptoms was “very rare,” but she later walked back that statement.
Touching contaminated objects and then infecting ourselves with the germs is not typically how the virus spreads. But it can happen. A number of studies of flu, rhinovirus, coronavirus and other microbes have shown that respiratory illnesses, including the new coronavirus, can spread by touching contaminated surfaces, particularly in places like day care centers, offices and hospitals. But a long chain of events has to happen for the disease to spread that way. The best way to protect yourself from coronavirus — whether it’s surface transmission or close human contact — is still social distancing, washing your hands, not touching your face and wearing masks.	Touching contaminated objects and then infecting ourselves with the germs is not typically how the virus spreads. But it can happen. A number of studies of flu, rhinovirus, coronavirus and other microbes have shown that respiratory illnesses, including the new coronavirus, can spread by touching contaminated surfaces, particularly in places like day care centers, offices and hospitals. But a long chain of events has to happen for the disease to spread that way. The best way to protect yourself from coronavirus — whether it’s surface transmission or close human contact — is still social distancing, washing your hands, not touching your face and wearing masks.
A study by European scientists is the first to document a strong statistical link between genetic variations and Covid-19, the illness caused by the coronavirus. Having Type A blood was linked to a 50 percent increase in the likelihood that a patient would need to get oxygen or to go on a ventilator, according to the new study.	A study by European scientists is the first to document a strong statistical link between genetic variations and Covid-19, the illness caused by the coronavirus. Having Type A blood was linked to a 50 percent increase in the likelihood that a patient would need to get oxygen or to go on a ventilator, according to the new study.
The unemployment rate fell to 13.3 percent in May, the Labor Department said on June 5, an unexpected improvement in the nation’s job market as hiring rebounded faster than economists expected. Economists had forecast the unemployment rate to increase to as much as 20 percent, after it hit 14.7 percent in April, which was the highest since the government began keeping official statistics after World War II. But the unemployment rate dipped instead, with employers adding 2.5 million jobs, after more than 20 million jobs were lost in April.	The unemployment rate fell to 13.3 percent in May, the Labor Department said on June 5, an unexpected improvement in the nation’s job market as hiring rebounded faster than economists expected. Economists had forecast the unemployment rate to increase to as much as 20 percent, after it hit 14.7 percent in April, which was the highest since the government began keeping official statistics after World War II. But the unemployment rate dipped instead, with employers adding 2.5 million jobs, after more than 20 million jobs were lost in April.
Mass protests against police brutality that have brought thousands of people onto the streets in cities across America are raising the specter of new coronavirus outbreaks, prompting political leaders, physicians and public health experts to warn that the crowds could cause a surge in cases. While many political leaders affirmed the right of protesters to express themselves, they urged the demonstrators to wear face masks and maintain social distancing, both to protect themselves and to prevent further community spread of the virus. Some infectious disease experts were reassured by the fact that the protests were held outdoors, saying the open air settings could mitigate the risk of transmission.	Mass protests against police brutality that have brought thousands of people onto the streets in cities across America are raising the specter of new coronavirus outbreaks, prompting political leaders, physicians and public health experts to warn that the crowds could cause a surge in cases. While many political leaders affirmed the right of protesters to express themselves, they urged the demonstrators to wear face masks and maintain social distancing, both to protect themselves and to prevent further community spread of the virus. Some infectious disease experts were reassured by the fact that the protests were held outdoors, saying the open air settings could mitigate the risk of transmission.
States are reopening bit by bit. This means that more public spaces are available for use and more and more businesses are being allowed to open again. The federal government is largely leaving the decision up to states, and some state leaders are leaving the decision up to local authorities. Even if you aren’t being told to stay at home, it’s still a good idea to limit trips outside and your interaction with other people.	States are reopening bit by bit. This means that more public spaces are available for use and more and more businesses are being allowed to open again. The federal government is largely leaving the decision up to states, and some state leaders are leaving the decision up to local authorities. Even if you aren’t being told to stay at home, it’s still a good idea to limit trips outside and your interaction with other people.
Common symptoms include fever, a dry cough, fatigue and difficulty breathing or shortness of breath. Some of these symptoms overlap with those of the flu, making detection difficult, but runny noses and stuffy sinuses are less common. The C.D.C. has also added chills, muscle pain, sore throat, headache and a new loss of the sense of taste or smell as symptoms to look out for. Most people fall ill five to seven days after exposure, but symptoms may appear in as few as two days or as many as 14 days.	Common symptoms include fever, a dry cough, fatigue and difficulty breathing or shortness of breath. Some of these symptoms overlap with those of the flu, making detection difficult, but runny noses and stuffy sinuses are less common. The C.D.C. has also added chills, muscle pain, sore throat, headache and a new loss of the sense of taste or smell as symptoms to look out for. Most people fall ill five to seven days after exposure, but symptoms may appear in as few as two days or as many as 14 days.
If air travel is unavoidable, there are some steps you can take to protect yourself. Most important: Wash your hands often, and stop touching your face. If possible, choose a window seat. A study from Emory University found that during flu season, the safest place to sit on a plane is by a window, as people sitting in window seats had less contact with potentially sick people. Disinfect hard surfaces. When you get to your seat and your hands are clean, use disinfecting wipes to clean the hard surfaces at your seat like the head and arm rest, the seatbelt buckle, the remote, screen, seat back pocket and the tray table. If the seat is hard and nonporous or leather or pleather, you can wipe that down, too. (Using wipes on upholstered seats could lead to a wet seat and spreading of germs rather than killing them.)	If air travel is unavoidable, there are some steps you can take to protect yourself. Most important: Wash your hands often, and stop touching your face. If possible, choose a window seat. A study from Emory University found that during flu season, the safest place to sit on a plane is by a window, as people sitting in window seats had less contact with potentially sick people. Disinfect hard surfaces. When you get to your seat and your hands are clean, use disinfecting wipes to clean the hard surfaces at your seat like the head and arm rest, the seatbelt buckle, the remote, screen, seat back pocket and the tray table. If the seat is hard and nonporous or leather or pleather, you can wipe that down, too. (Using wipes on upholstered seats could lead to a wet seat and spreading of germs rather than killing them.)
Taking one’s temperature to look for signs of fever is not as easy as it sounds, as “normal” temperature numbers can vary, but generally, keep an eye out for a temperature of 100.5 degrees Fahrenheit or higher. If you don’t have a thermometer (they can be pricey these days), there are other ways to figure out if you have a fever, or are at risk of Covid-19 complications.	Taking one’s temperature to look for signs of fever is not as easy as it sounds, as “normal” temperature numbers can vary, but generally, keep an eye out for a temperature of 100.5 degrees Fahrenheit or higher. If you don’t have a thermometer (they can be pricey these days), there are other ways to figure out if you have a fever, or are at risk of Covid-19 complications.
The C.D.C. has recommended that all Americans wear cloth masks if they go out in public. This is a shift in federal guidance reflecting new concerns that the coronavirus is being spread by infected people who have no symptoms. Until now, the C.D.C., like the W.H.O., has advised that ordinary people don’t need to wear masks unless they are sick and coughing. Part of the reason was to preserve medical-grade masks for health care workers who desperately need them at a time when they are in continuously short supply. Masks don’t replace hand washing and social distancing.	The C.D.C. has recommended that all Americans wear cloth masks if they go out in public. This is a shift in federal guidance reflecting new concerns that the coronavirus is being spread by infected people who have no symptoms. Until now, the C.D.C., like the W.H.O., has advised that ordinary people don’t need to wear masks unless they are sick and coughing. Part of the reason was to preserve medical-grade masks for health care workers who desperately need them at a time when they are in continuously short supply. Masks don’t replace hand washing and social distancing.
If you’ve been exposed to the coronavirus or think you have, and have a fever or symptoms like a cough or difficulty breathing, call a doctor. They should give you advice on whether you should be tested, how to get tested, and how to seek medical treatment without potentially infecting or exposing others.	If you’ve been exposed to the coronavirus or think you have, and have a fever or symptoms like a cough or difficulty breathing, call a doctor. They should give you advice on whether you should be tested, how to get tested, and how to seek medical treatment without potentially infecting or exposing others.
If you’re sick and you think you’ve been exposed to the new coronavirus, the C.D.C. recommends that you call your healthcare provider and explain your symptoms and fears. They will decide if you need to be tested. Keep in mind that there’s a chance — because of a lack of testing kits or because you’re asymptomatic, for instance — you won’t be able to get tested.	If you’re sick and you think you’ve been exposed to the new coronavirus, the C.D.C. recommends that you call your healthcare provider and explain your symptoms and fears. They will decide if you need to be tested. Keep in mind that there’s a chance — because of a lack of testing kits or because you’re asymptomatic, for instance — you won’t be able to get tested.
Workers like Mr. Cargile and Ms. Ervin were ready to start working because they already had the equipment and internet connections that call centers expect. That wasn’t true of many people who already had call center jobs, Ms. Rowan said.	Workers like Mr. Cargile and Ms. Ervin were ready to start working because they already had the equipment and internet connections that call centers expect. That wasn’t true of many people who already had call center jobs, Ms. Rowan said.
Before the coronavirus, about 80 percent of call centers let some employees work from home at least some of the time, but only about 20 percent to 40 percent of workers did so, Ms. Rowan said. A survey of 108 call centers conducted by ContactBabel, a research firm, found that 71 percent of their workers in the United States were working remotely in mid-April.	Before the coronavirus, about 80 percent of call centers let some employees work from home at least some of the time, but only about 20 percent to 40 percent of workers did so, Ms. Rowan said. A survey of 108 call centers conducted by ContactBabel, a research firm, found that 71 percent of their workers in the United States were working remotely in mid-April.
Although call centers are considered essential businesses, many sent employees home because desks are typically spaced only three to four feet apart.	Although call centers are considered essential businesses, many sent employees home because desks are typically spaced only three to four feet apart.