Accra, Ghana – Telecel Ghana’s Human Resources Director, Rachael Appenteng, urged businesses at the EmpowAbility Seminar 2.0 to embed diversity and inclusion (D&I) into their core workplace culture, emphasizing its role in fostering innovation, boosting engagement, and ensuring long-term success. The seminar, themed ‘Celebrating the Ghanaian Worker: Inclusion, Dignity and Opportunity for All,’ highlighted the need to move beyond performative D&I strategies.
Integrating Inclusion into Daily Operations
Mrs. Appenteng stressed that Telecel’s D&I strategy is an integral part of its daily operations, not a strategy reserved for special occasions. She pointed to initiatives like the SuperCare team, comprised of Deaf and sign-language trained customer service agents, and efforts to build a talent pipeline of women in STEM, as examples of how the company actively addresses industry gaps.
The EmpowAbility Seminar 2.0, organized by the No Limit Foundation and the Centre for Employment of Persons with Disabilities (CEPD), brought together a diverse group of stakeholders. Participants included persons with disabilities, disability advocates, corporate leaders, academics, and policymakers, all focused on defining and achieving genuine workplace inclusion in Ghana.
Telecel’s SuperCare Initiative: Bridging the Accessibility Gap
The success of Telecel’s SuperCare initiative was a key highlight, showcasing the company’s commitment to serving customers with disabilities. Launched in 2017, SuperCare directly addressed the challenges faced by Deaf customers in accessing telecommunications services.
For nine years, the initiative has provided dedicated sign-language trained agents, video-call customer support, and customized connectivity packages. These offerings are specifically designed to align with the usage patterns and economic realities of the disability community, demonstrating an embedded organizational responsibility.
A Substantive Gathering for Disability Inclusion
The seminar featured two panel discussions, a keynote address, and solidarity messages, positioning it as a significant event for discussing disability and employment in Ghana. Mary-Ann Eyram Basham, a disability advocate and broadcaster, moderated the sessions.
Other notable speakers included Prof. Augustina Naami from the University of Ghana, Alexander Tetteh, Founder and Executive Director of CEPD, Comfort Ocran of the Springboard Roadshow Foundation, Dr. Patrick Ofori, CEO of the Chamber of Bulk Oil Distributors, and Abdel-Razak Yakubu, Executive Secretary of the Goldfields Ghana Foundation.
Evidence-Based Approach to Workplace Improvement
Telecel Ghana is taking an evidence-based approach to enhancing its inclusive environment. The company has commissioned a formal assessment to identify specific gaps and areas for improvement for people with disabilities within its operations.
Furthermore, all employees undergo mandatory training. This training aims to build genuine awareness, challenge unconscious biases, and reinforce inclusive behaviors in everyday interactions, fostering a more welcoming and supportive work environment.
Digital Tools Enhance Accessibility
Victoria Aidoo from Telecel’s Digital Transformation team discussed the crucial role of digital tools in overcoming accessibility and affordability barriers for people with disabilities. The Telecel Play App includes assistive technologies that enable users with disabilities to access content and services via a smartphone interface.
Recognizing that not everyone has access to smartphones, Telecel also offers the SuperCare quick code service (*494#). This ensures that individuals without smartphones are not excluded from essential services, reinforcing the principle that accessibility should not be limited by device affordability.
Shifting from Charity to Opportunity
The keynote address by Abdel-Razak Yakubu emphasized that inclusive employment should no longer be viewed as an act of charity. He highlighted that many individuals with disabilities possess strong academic credentials, professional skills, and creative capacities, yet continue to face workplace discrimination and exclusionary hiring practices.
Recognition for Leading Practices
At the conclusion of the seminar, Telecel Ghana received recognition as a leading organization. The company was commended for effectively transforming workplace inclusion from mere policy statements into tangible, lived practices.
Looking Ahead: Continuous Improvement and Broader Impact
The discussions and recognition at the EmpowAbility Seminar 2.0 underscore a growing momentum in Ghana towards more meaningful workplace inclusion. For businesses, the key takeaway is that embedding D&I into the organizational fabric, supported by data and continuous training, is essential for unlocking potential and achieving sustainable growth. The focus is shifting from compliance to genuine cultural integration, promising a future where diverse talents are fully leveraged across industries.
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