In the rapidly evolving landscape of workplace, diversity and inclusion, turning good intentions on disability inclusion into tangible outcomes is a complex issue that requires not just commitment, but also innovation, perseverance, and a willingness to challenge the status quo.

Liju Thomas, Director-HR, Operations India and AMET Region, emphasises that disability inclusion requires more than goodwill. “It’s about turning interest into impact through continuous improvement and inclusive practices,” he explains.

According to the National Statistical Office (NSO), Ministry of Statistics and Programme Implementation data 2021, there are about 26.9 million people in India who have disabilities. Yet they remain underrepresented in the workforce. One of the biggest barriers to disability inclusion, Liju notes, is the lack of resources connecting skilled PwDs with potential employers. Hence, he suggests setting up vocational training programmes and giving young people with disabilities the skills they need to enter the open work market would be an important step. 

He calls for creating the right opportunities by providing the right accommodations and investing in constantly upskilling the PwD cohort to ensure their long-term growth and development. 

Amazon has facilitated skilling and employment opportunities through job fairs to tens of thousands of people with disabilities nationwide in collaboration with the Department of Empowerment of Persons with Disabilities and the Ministry of Social Justice and Empowerment. 

Additionally, Amazon joined forces with Sarthak Education Trust, to provide access to specialised training programs, assistive technologies, mentorship opportunities, and customised job placement services to persons with disabilities.  Amazon also has MoUs with the state governments of Haryana, Maharashtra, Gujarat, Tamil Nadu, and Karnataka to provide skilling and employment opportunities across Amazon India’s operations network including in Amazon’s fulfilment centres, sortation centres and delivery stations for various roles including stowing, picking, packing, and sorting to candidates with disabilities. These partnerships align with Amazon’s broader diversity and inclusion objectives, offering PwDs work opportunities.

Creating the right kind of infrastructure

Hiring persons with disabilities is only the beginning. Organisations must ensure that workplace environments meet the diverse needs of their employees. Investment in creating the right kind of infrastructure for people with disabilities, whether in the form of appropriate seating facilities or conveniently located workstations, technical aids, accessible washrooms, etc. Customised safety orientation programs, accessible workstations, assistive technologies, and tools like ‘SignAble’ enable seamless communication for Deaf and Hard of Hearing associates at Amazon. “It is a must for organisations to understand the specific needs and requirements of the PwD cohort and work towards providing support including workplace schedule flexibility, infrastructure readiness, custom software/hardware, support group, mentoring sessions and more.”

Ensuring an inclusive environment for people with disabilities does not end with hiring them, mentions Liju. “Organisations also need to invest in creating the right kind of infrastructure for people with disabilities, whether in the form of appropriate seating facilities or conveniently located workstations, technical aids, accessible washrooms, etc.”

Taking note of the requirements, Amazon, especially across fulfilment centres, provides workplace safety initiatives, such as customised safety orientation, interpreters or fellow associate "buddies" across shifts, a token system for tracking associate movements at work, and whistle/strobe light and paging systems for emergency communication. 

While organisations must have an inclusive and equitable approach to designing and implementing workplace processes and practices, to cater to the specific needs of diverse individuals, it is equally important that leaders lead by example and promote inclusive practices within their teams and across the organisation. 

Highlighting the role of senior leadership and HR leaders in bridging the gap between interest and action, Liju calls for the right set of training for managers and leaders to equip them with the knowledge and skills needed to create and sustain an inclusive environment.

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“At Amazon India, we have a range of programs like inclusive leadership training, unconscious bias training, and more to help our leaders understand what works best. The idea is to build a diverse as well as inclusive workforce that drives successful and impactful results. We believe in teaching by action, where we conduct role plays where people try communicating about things that make them uncomfortable. We also build interactive dialogue-based sessions between two or more employees engaging with one another to impart lessons on the usage of inclusive language and our niche program ‘Ampowered’ focuses on creating inclusive learning for all.”

Inclusion fosters belonging, which drives productivity, innovation, and better decision-making. Through employee-led affinity groups like AmazonPwD, Amazon amplifies the voices of employees with disabilities, ensuring representation and recognition.

Liju concludes, “Creating an inclusive culture is an ongoing process—investing in infrastructure, training, and trust ensures employees feel empowered to be themselves.”