Inclusion In Action: Heather Andrews on Recognising Talent Beyond Barriers

Finding the right people has always been a challenge across many industries, particularly for frontline operational roles. But what if the issue isn’t a shortage of talent? What if talented people are simply being overlooked? At the Manchester Central Convention Complex, Heather Andrews, Venue Housekeeping Manager within the Private FM sector, has been testing a different approach to recruitment one that focuses on potential, removes unnecessary barriers and gives people the opportunity to demonstrate what they can do. Since February, Heather has recruited 25 new candidates through TRUE Inclusion, an OCS inclusive recruitment programme delivered alongside The Growth Company, including individuals with neurodivergent conditions, people returning to work after caring responsibilities, and others who had faced barriers entering employment. Several months later, around 20 remain in post and continue to make a valuable contribution to the operation.

Looking Beyond Traditional Recruitment

The idea emerged as the team explored new ways to recruit for operational roles. Heather Andrews was open to trying something different. “We’ve always struggled with getting the right people in,” she explained. Rather than relying solely on conventional recruitment methods, the team partnered with The Growth Company, which helped identify and support candidates eager to work but who may have faced barriers to accessing employment. The candidates came from a wide range of backgrounds. Some were neurodivergent. Some had dedicated years caring for family members. Others faced challenges that might have led employers to overlook them altogether. For Heather, the decision was straightforward. “These people need a chance,” she said. “People need a break.”

Building an Environment Where People Can Succeed

Inclusive recruitment doesn’t stop when that person is offered a job. Building an environment where people are empowered to thrive is just as important. Before recruitment began, Heather worked with her team and customer stakeholders to prepare for the programme. Discussions focused on understanding individual needs, considering how support could be provided and ensuring managers were equipped with essential information to help colleagues succeed. The site also introduced awareness communications about autism and neurodiversity, helping supervisors and colleagues understand how people may communicate, learn, and process information differently.

Learning Together

One of the biggest impacts has been on the way managers think about communication and task allocation. The experience encouraged supervisors to be clearer, more specific and more structured when providing instructions. Specify clear timelines. Avoid ambiguity. Explaining changes in advance can have a significant impact on someone’s experience at work. As Heather explains, the initiative hasn’t just helped new recruits develop workplace confidence. It has also helped OCS teams become better managers, colleagues and communicators.

Recognising Strengths and Talent

The programme has highlighted the value that neurodivergent colleagues bring to the workplace. Heather recalls James joining the team and quickly demonstrating strong attention to detail, commitment and a willingness to learn. What stood out was not a diagnosis, but the strengths he brought to the role and the positive contribution he continues to make.

Several months after joining OCS, Heather caught up with James to hear how he was settling into the role. His feedback reflected the impact of being given an opportunity and feeling supported from day one.

The experience challenged assumptions and reinforced an important lesson: when barriers are removed, talent can shine.

A Team Effort

The positive impact has been felt across the wider operation. Managers, supervisors and colleagues have embraced the initiative, adapting their approaches and helping to create an environment where everyone feels valued and included. Heather says the response from both the team and customer has been overwhelmingly positive, with many recognising the difference the programme is making.

For OCS, it serves as another example of how inclusion removes barriers so people can perform at their best.

Creating Opportunities Through Inclusion

Disability Pride Month provides an opportunity to celebrate difference, challenge assumptions and recognise the value that disabled and neurodivergent people bring to our workplaces and communities. But for Heather and the team at Manchester Central, inclusion isn’t something that happens during a single month of the year. The success of this recruitment initiative shows what can happen when employers take a different approach. Talent was always there. Someone chose to look for it.