Eversource Energy : Tim Vernon Works Without Limits

Think of your daily commute. It can be challenging, right? Dealing with traffic, relying on public transportation, switching trains, catching shuttles-hoping they all match up perfectly to get yourself to work on time and start your day off right. This can be a lot for anyone. Now, imagine doing all that without your sight. Tim Vernon, a long-time senior customer service rep at our Westwood Call Center who has been legally blind since birth, travels on a train and two separate buses from his home in Mansfield before arriving at work here at Eversource every day. Tim, who is a top performer on our customer service team, was recently awarded the 2017 Work Without Limits Exemplary Employee Award.

Work Without Limits is a statewide network of employers and innovative, collaborative partners that aims to increase employment among individuals with disabilities. Their annual award is presented to an employee with a disability who is a dedicated and exceptional team member, who enthusiastically provides excellent service. The award is also presented to their employer, in recognition of the company's commitment to hiring individuals with disabilities and advancing workplace diversity in Massachusetts.

After graduating from Fitchburg State University in 2006, Vernon found the job hunt grueling. Based on preliminary phone conversations, he was considered by most recruiters as a top candidate for many jobs. However, he was unsuccessful once arriving for the in-person employer interviews. After 75 of these disappointing interviews, Vernon found himself at Eversource and landed a job in our customer service department.

Eversource managers then made a concerted effort to set Tim up with the specialized equipment he needed to succeed. He uses a computer equipped with a text-to-speech program, known as JAWS (Job Access With Speech,) which converts everything on the screen into the spoken word. The adaptive technology allows Vernon to independently access the company database and provide thorough information to each customer, while wearing a specially designed headset which allows the program to speak in one ear, and the customer to be heard in Vernon's other ear. He also regularly relies on Braille documentation.

Vernon believes this collaboration is crucial to his success. 'Together with my supervisors, I strive to proactively determine if changes in computer programs could result in challenges for me. We then work together to seek guidance from adaptive technology professionals to resolve any issues,' he says. 'As a result of this teamwork, I compete on an equal playing field with my sighted colleagues.'

'There is no one more deserving of this honor than Tim. His perseverance, hard work and positive approach to life inspire each and every one of us-every day,' said Eversource Vice President of Customer Operations Jessica Cain. 'With Tim on our team, not only are our customers receiving a phenomenal level of service, I can honestly say we're a better company.'

The goal of Work Without Limits is to increase employment among individuals with disabilities. In 2012, they set a 20-year goal to position Mass. as the first state in the nation where the employment rate of people with disabilities is equal to people without disabilities. Vernon believes employers need to be willing to make accommodations to allow employees to succeed and serve as valued members of their team. He says, 'It's crucial for employers to be open-minded and embrace the diverse perspectives brought by an employee with a disability.' And we couldn't agree more. Congratulations Tim!