While special educational needs (SEN) have been a focal point in education for years, the corporate world has been slower to embrace it, leaving SEN talent undervalued and potential untapped. In Hong Kong, where only 35% of people with disabilities are employed, ISS Hong Kong is leading the way towards change. Through its SHINE@ISS programme, the company demonstrates how SEN individuals can contribute meaningfully to businesses while addressing talent shortages.
Launched in 2019, SHINE@ISS is a one-year programme that recruits and trains SEN youths, equipping them with the skills to transition from school to the workplace. In this interview, Sari Suono-Rasehorn, Chief People & Culture Officer of ISS Hong Kong, discusses how the programme bridges the gap for SEN youths between education and employment, setting a new practice for workplace inclusion.
The Launch: A Torch of Inclusion
Founded in Denmark in 1901, ISS Facility Services operates in the facility and property management industry, employing over 350,000 people globally, including more than 12,700 in Hong Kong. As the company grows, it faces ongoing manpower shortages, particularly in frontline roles such as cleaners, security guards, and technicians.
At the same time, Sari and her People and Culture team observed that many individuals with SEN and disabilities in Hong Kong remain marginalised. Driven by the company’s mission to build a workplace where every individual is valued, respected, and empowered, ISS Hong Kong launched SHINE@ISS in 2019. The programme recruits around 12 SEN youths annually, providing them with the tools to build independence and thrive in the workplace.
How SHINE@ISS Works
Recruitment & Engagement
Sari explains that recruitment under SHINE@ISS is a collaborative undertaking.
Each year from May to July, ISS partners with the Labour Department, NGOs, social workers and schools to hold recruitment talks for fresh graduates, teachers and parents. These sessions promote the programme and connect with families seeking career opportunities for their children.
Internally, ISS works with its management team to create and offer suitable positions for these graduates. Once roles are identified, on-site training is provided to supervisors, equipping them with skills to support and communicate effectively with SEN team members.
Training & Mentorship
The selected participants undergo three weeks of pre-deployment training, facilitated by an NGO and subsidised by the government’s Youth Employment and Training Programme (YETP). This training covers practical skills, workplace knowledge, and an introduction to ISS’s business and industry. Afterwards, participants are placed in full-time roles within ISS.
However, engagement does not stop here. The participants receive ongoing support, including monthly catch-ups with social workers and mentors, additional government-endorsed training sessions, and regular check-ins to ensure they are thriving in their roles.
Identifying suitable roles
Matching SEN youths to suitable roles requires careful collaboration. Sari points out that this exercise is only possible with active input from ISS managers, teachers, parents, social workers and ISS’s partner NGO - the Hong Kong PHAB Association. These stakeholders provide valuable insights into the participants’ strengths and preferences.
When mismatches occur, ISS encourages colleagues and supervisors to remain open-minded, focusing on identifying the individual’s unique attributes and reassigning them to a more suitable role or location when needed.
Keeping the Light Shining
Despite the challenges of recruitment during Covid-19, SHINE@ISS has successfully trained 59 SEN youths since 2019. In 2023, the cohort boasted an impressive 72.7% retention rate, with a remarkable 100% retention during the first 6 months.
Among the many inspiring stories, Sari recalls Jason, a graduate with autism who joined ISS in 2021. Once shy and uncertain, Jason now excels in his role onsite at one of ISS Hong Kong’s key clients, supported by monthly mentorship and on-the-job guidance from Sari’s team and social workers. Sari is thrilled to see how the tailored support has enabled Jason to work independently, contributing to both his professional growth and personal fulfilment.
The impact of SHINE@ISS extends beyond SEN youths themselves – it also benefits their families. One father shared how his son’s full-time job significantly changed their lives. Without employment, his son spent his days at home playing video games, which not only limited his potential but also created financial and emotional strain on the family.
“Providing an opportunity to one person benefits three parties,” Sari notes. With the son now in stable employment, the family has more time and energy to earn, give back to society, and even support other families in similar situations.
Nurturing a Better Tomorrow
Rome was not built in a day, nor is SHINE@ISS. Sari explains that in the early days, recruitment and integration were managed solely by ISS Hong Kong’s internal People and Culture team without external support. This created challenges for both employees and the youth. However, by partnering with NGOs and leveraging government resources, ISS was able to refine the programme, making it more sustainable and impactful for everyone involved.
With a spirit of excellence and a commitment to learning from experience, ISS launched additionally its 1st SHINE internship programme in 2023 in collaboration with the VTC Shine Skills Centre. The programme aims to enable SEN youths to gain valuable work experience and develop their skills as they complete their apprenticeship.
Looking to the future, ISS is set to expand both the SHINE@ISS Programme and the SHINE internship initiative, opening more doors for SEN youth to thrive as integral members of the workforce. By fostering workplace inclusion, ISS is proving that empowering diverse talent is not just a social responsibility but a pathway to innovation and sustainable growth.
