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Donna Leathers: Crestar Bank an affiliate of Sun Trust.

When turnover was high in the call center, Crestar Bank, an affiliate of Sun Trust, began looking at different segments of the populations to fill their positions. They quickly identified two labor pools that had been overlooked in recruitment: individuals with disabilities and those who had retired. Donna Leathers, Call Center Manager, in Richmond, VA participated in interviewing the new applicants.

She was in need of employees with outgoing personalities who have the ability to handle unhappy customers, solve problems, and communicate effectively. The first individual she interviewed, who happened to have a disability, was a perfect match. Ms. Leathers said that she did not have any initial concerns regarding her new employee's ability to perform the job duties.

"When I interviewed Chris, I knew he would be great. He had all of the skills and experience the job required."

Ms. Leathers says that it is important for employers to look past the disability when considering someone for a position in their business. She feels you need to give each individual a chance by interviewing them and talking with them. "It is the employers responsibility to look at the position they are trying to fill and to assess each applicant's ability to perform the essential job functions," reminds Ms. Leathers.