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Amazon logo seen at Amazon campus in Palo Alto, California. The Palo Alto location hosts A9 Search, Amazon Web Services, and Amazon Game Studios teams.
Case Study:

Amazon.com

Amazon Chooses PRIDE Industries as the First to Join its Alternative Workforce Supplier Program

Amazon.com delivers almost a million packages to people’s front doorsteps every day and is known for its fast delivery. Achieving this quick turnaround requires hundreds of dedicated and motivated employees to sort and pack items accurately, making staffing a crucial function for the company.

Situation

As part of its commitment to diversity, equity, and inclusion (DEI), Amazon launched the Alternative Workforce Supplier Program (AWSP) in 2016. This innovative staffing initiative is tailored to meet the needs of individuals who have traditionally faced obstacles to entering and advancing in the workplace.

To meet its ambitious DEI goals, Amazon sought organizations in each geographical market who had expertise in recruiting, assessing, and supporting people with disabilities. More importantly, they needed companies with a track record of filling roles in a high-volume environment like Amazon’s.

Solution

  • Amazon chose PRIDE Industries as its first nonprofit agency (NPA) to quickly scale its diversity, equity, and inclusion initiative – the Alternative Workforce Supplier Program.
  • PRIDE Industries was chosen for our decades of experience and longstanding relationship with the California Department of Rehabilitation (DOR).
  • As an AbilityOne®provider, PRIDE Industries hires, trains, and continuously supports employees who have significant disabilities.
  • We developed assessments, job counseling, and job simulations at a mock warehouse for screening candidates.
  • We created a specialized team of Job Coaches and Employment Relationship Coordinators who were responsible for training, coaching, and supporting over 300 new team members, 90% of whom had a disclosed disability.
  • Given our results, the initial contract was expanded to include 12 Amazon PRIME Now sites.
  • When Amazon eventually chose to bring its AWS program in-house, they adopted PRIDE Industries training methods developed for their warehouses.

Services Provided

  • Interviews of candidates referred by local partners
  • Assessment of candidate skills and interests
  • Help with the coordination of employee transportation to job sites
  • Reviews of employment soft skills, such as punctuality and communication
  • Employee training for jobs such as Associate, Yard Hostler, and Water Spider, for both Sortation and PRIME Now warehouses

Results

Through its partnership with PRIDE Industries, Amazon.com was able to make a positive social impact without sacrificing business excellence:

  • Amazon achieved its goal of increasing diversity, equity, and inclusion in its workforce.
  • Hundreds of individuals with disabilities were successfully employed and received continuous on-the-job support.
  • The productivity level of employees with disabilities consistently met or exceeded average site productivity levels.
  • Because PRIDE Industries exceeded its contract requirements, Amazon asked PRIDE Industries to extend its services beyond California into two additional sites in Nevada.

“PRIDE Industries has been a fantastic partner in helping Amazon hire people with disabilities. We are excited to hire more talented individuals from diverse backgrounds, and our partnership with PRIDE Industries helped us expand this goal.”

— Ilia Movchan, Amazon Program Manager
Amazon logo

Highlights

304

people with disabilities placed

Contract expansion​

to 12 Amazon PRIME Now sites

Sites served

California & Nevada

“PRIDE Industries has been a fantastic partner in helping Amazon hire people with disabilities. We are excited to hire more talented individuals from diverse backgrounds, and our partnership with PRIDE Industries helped us expand this goal.”

— Ilia Movchan, Amazon Program Manager

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Mat Baker’s career as a learning trainer began after joining PRIDE Industries’ job placement assistance program in 2018, which landed him a position at Amazon. The journey wasn’t always easy, as a severe anxiety disorder initially prevented him from interacting with others or seeking a job. Employment with Amazon gave Mat the confidence and skills to overcome these obstacles and earn several promotions.

Job Placement Assistance for People with Anxiety

Mat suffered from severe panic attacks and anxiety his entire life. This prevented him from interacting with others, especially in large crowds. “At the same time, staying at home in isolation gave me a feeling of inadequacy, causing more anxiety,” he said. “It was a vicious cycle that felt impossible to overcome.”  

 

Others with severe anxiety face similar challenges. For this reason, each of PRIDE’s job coaches works one-on-one with candidates to assess their needs, create a goal plan, and help them prepare for successful job placement.  

 

“Just two years later, so much has changed!” Mat said. “I am employed as a learning trainer at Amazon’s Sortation Center in Vacaville, CA. I feel comfortable in what is a very hands-on position—I help train new hires and manage 60 Ambassadors to coach other associates. I’m part of a large team; all of us work together to make sure our customers get their packages on time!”

 

Working closely with his job coach at PRIDE Industries made all the difference for Mat. “From day one, PRIDE provided the foundation for my amazing growth,” he said. “This journey would not have happened without their job coaches. They showed me exactly what to expect and checked on me every step of the way. Job Coach Jarmar Pearson advocated for me every day, and I can’t thank him enough!”

Mat’s Ongoing Growth After Job Placement

Since day one at his new job, Mat’s confidence has grown and he went on to earn a promotion. Every step of the way, Mat’s job coach advocated for him, ensuring he had the support he needed from PRIDE and from his new Amazon team.

 

“This was my first job, and at the beginning, it felt daunting having to work with so many people. And there was so much to learn!” Mat shared. “But using techniques from therapy, I was able to keep a positive attitude and overcome these challenges. I remember asking the learning trainers follow-up questions, and they were always patient with me, helping to build my confidence, and speak up more.”

 

Mat began to realize his hard work was paying off when managers began requesting him in their areas. “I knew I could move up. When a learning trainer asked me to become an ambassador, I signed up immediately. Since I had to interact with up to 10 new hires every day, I gradually felt less anxious around others.” Thanks to his determination and targeted job placement assistance from PRIDE, Mat was proudly overcoming his anxiety and thriving at work.

Continued Advancement and Career Success

Mat continued to make an impression on the leadership team at work. “The learning trainers and the learning coordinator encouraged me to apply for a job as a seasonal trainer. Despite the fierce competition for this position, I got the job. Even though I joined during our peak season, when Amazon hires thousands of people, I rose to the challenge and earned the respect of my team. I was hired permanently in February 2020. I am proud of my ability to overcome the difficulties related to my disability. It’s exciting to realize that two years ago, I was a nervous associate coached by a learning trainer; now, I am the one teaching others! This incredible experience has created positive changes throughout my whole life.”

 

“It’s been a long, rewarding road, and now the sky is the limit,” Mat said. “I plan on becoming a learning coordinator or an area manager. Trust me when I say I won’t be stopping here!”

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Mat Baker
Mat Baker

“No words can express my gratitude for the support, the encouragement, and the hope that PRIDE has given other associates with disabilities and me. I love my job.”

Roughly half a million Americans use American Sign Language, or ASL. However, applicants who are deaf often face barriers to employment due to a lack of understanding of ASL translation resources. Despite their qualifications, these individuals struggle to secure positions in their chosen industry. 

 

PRIDE Industries provides employment services for people who are deaf or hard of hearing to help bridge the communication gap between employers and applicants. Employment services include assistive technology, on-site video translation, ASL interpreters, and ASL-trained job coaches.  

Sezne Hernandez, Deaf Interpreter

Meet Sezne Hernandez, Deaf Interpreter

Generous donors make it possible for PRIDE Industries to offer the PRIDE Ascend program, a training initiative that empowers people with disabilities to gain technical skills and attain industry-based certifications in El Paso, TX, and Sacramento, CA. 

 

Participants receive an assessment and meet with PRIDE’s dedicated staff to explore career interests and job placement. Accommodations and instruction are tailored to each individual while they receive the training needed for the workplace to ensure success.

 

Job Developer Sezne Hernandez has been with PRIDE Ascend since 2016. She has worked with several businesses in the El Paso region to place people with disabilities.

 

“I started learning American Sign Language in 2014, after finishing my general education courses at El Paso Community College (EPCC). I was enrolled in classes at the University of Texas at El Paso (UTEP) to study speech therapy. My college advisor suggested I return to EPCC to complete a few ASL classes to accommodate any potential clients who are deaf or hard of hearing.

 

I signed up for one class and became hooked. Observing my professor who is deaf working together with his interpreter interested me so much that I decided to continue studying ASL. I earned an Associates of Applied Science in Sign Language / Interpreter Preparation with a Certificate of Completion in American Sign Language-Deaf Studies.

 

I completed state-required courses through the University of North Texas’ Workplace Inclusion & Sustainable Employment (UNTWISE). I am Texas-certified as a Job Coach and Job Developer and provide sign language interpretation. In July 2016, I was hired as a Job Coach/ASL Interpreter at PRIDE Ascend in El Paso, TX, and promoted to Job Developer in 2018. I am expanding my skillset with Vocational Adjustment Training (VAT) to support clients in other programs that PRIDE Ascend provides.”E

Full Range of Employment Services for the Deaf

Sezne works with 15 to 20 individuals at a time to prepare and place them in employment. Like many of PRIDE Ascend’s members, her services include:  

  • conducting employment training
  • tailoring resumes
  • practicing interviewing 
  • supporting pre-employment training for individuals referred to PRIDE 
  • assisting clients with job applications and with navigating through the interview process.

While meeting with different employers to establish partnerships, Sezne passionately explains how PRIDE partners with businesses to meet their needs by providing qualified candidates. She also shares PRIDE’s range of services, such as on the job support and trial internship opportunities (funded by PRIDE’s generous donors). 

 

“Some employers are intrigued by our unique services and mission; however, some are skeptical,” she says. “Often, I serve as an educator to help change the common stereotype that an individual’s disability will affect their performance.”

Once clients are hired, Sezne facilitates job coaching to provide support and guidance during the initial job transition and to check on their progress throughout their employment. She also ensures that both the employer and employee continually overcome obstacles to communication, such as properly using video relay services. 

 

“My most memorable moment was job coaching a client on a construction site last year. Initially, the owner was skeptical if the client could do their required job or drive a vehicle. However, after hiring the client, the ‘bridge’ to success was created. The client began conversing with his team, introduced Deaf culture to them, and we worked together to teach his colleague’s sign language and gestures. His team opened up, and the client began to thrive. He became a manager only after three months!

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“It’s always the best feeling when my clients get a job, especially if they have been searching for a long time. It encourages me to be a part of someone’s life success.”

In recent years, technology improvements have made translation easier between those who use ASL and those who speak. However, more than 50% of Deaf Americans do not work due to obstacles to obtaining employment, despite their qualifications. PRIDE Industries offers job training and placement services to help applicants who are deaf or hard of hearing to overcome employment barriers and progress in their careers.

 

Monica Salazar was one such individual. “I was working at a job manufacturing garments, but was laid off when business slowed down. Looking for a new job is a struggle since I am Deaf and communicate via American Sign Language (ASL). Communication was a barrier – even in getting an interview, I was out of work for half a year and began struggling financially.”

 

To overcome these challenges, Monica sought help from the Texas Workforce Commission’s Vocational Rehabilitation Services; her counselor suggested that she enroll at PRIDE Ascend in El Paso, TX.

Job Training and Placement for People with Disabilities

PRIDE Ascend was created to meet the growing demand for skilled labor and help people with disabilities overcome employment barriers. The program helps people with disabilities gain technical skills and earn industry-based certifications in El Paso, TX, and Sacramento, CA.

 

Participants receive an assessment and meet with PRIDE’s dedicated staff to explore career interests and job placement and training opportunities. Each individual receives accommodations, training, and instruction tailored to their needs to ensure workplace success.

 

Monica graduated the program with an NCCER (National Center for Construction Education and Research) certificate in Construction Technology. She also earned an OSHA 10 Safety Card. Once she obtained the certificate, Ascend’s Employment Services staff placed Monica into a paid internship at the Hampton Inn, which was made possible by generous donors to PRIDE Industries Development and Donor Services.

 

“After making the connection and sharing information about PRIDE’s job training and placement services, Hampton Inn’s General Manager Gabe Ayoub was very enthusiastic about having Monica as an intern,” said Sezne Hernandez, Employment Placement Specialist.

Ongoing Training and Support after Placement

During her internship, Monica vacuumed the halls, cleaned restrooms, maintained the swimming pool area and gym, did laundry, and more. She excelled in this welcoming environment, and after her 90-day internship, Monica was hired on the spot as a Houseman. In addition to her internship tasks, she uses her construction skills performing maintenance in guest rooms, painting, and caulking.

 

Along the way, PRIDE Ascend’s job training and placement services were available to Monica. She received resources and encouragement as she transitioned into her full-time position from her internship.

 

“PRIDE Ascend’s support helped me be successful in my classes, allowing me to obtain a certificate and to gain the skills that I use today in my job,” said Monica. “Through the internship, I was able to learn a lot, and my job coach helped me transition into my new position, which eventually led me to getting hired permanently!

 

From the support of PRIDE Ascend and my co-workers, I have found success. Through overcoming the challenges of entering a new career field, I have become more motivated and will continue working hard to achieve my goals, including obtaining my driver’s license and buying a vehicle, as I currently take public transportation. I am working to become a supervisor in my department and saving to buy a house.”

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Monica Salazar and Hampton Inn’s General Manager Gabe Ayoub

“To facilitate communication, he posted a chart with signs for the ASL alphabet, and immediately had all the staff learn how to sign Monica’s name in ASL, as well as 'good morning' and 'good evening' so she would feel welcomed and as a part of the team.”

With motivation and drive, as well as the support of on-the-job training programs, John Miller Madrid rapidly built his career. Soon after graduating from high school, he started working as an Associate at Amazon’s Sort Center in San Bernardino, CA. “Before starting my job, I worked with my uncle in his mechanic shop, helping fix cars and cleaning the shop,” said John. “I enjoyed working with cars and started considering commercial driving as a career field.”

 

John desired to grow in his role at Amazon while working toward his goal of earning a CDL. To this end, John sought on-the-job training and support from PRIDE Industries. Ultimately, the support helped him succeed while making the workplace accessible in light of his learning disability.

After the Hire: On-the-Job Training Programs for Long-Term Success

As an Alternative Workforce Supplier for Amazon, PRIDE Industries partners with the California Department of Rehabilitation (DOR). In this role, PRIDE places referred candidates with disabilities into warehouse associate positions across California. To ensure success, PRIDE’s team of job coaches provides training, encouragement, and career advice.

 

John began working at the Amazon Sort Center in San Bernardino, CA. There, he categorized customer orders by their destination in the Southern California region. Next, he consolidated the orders onto trucks for rapid delivery. This incredibly fast-paced job requires accuracy and attention to detail.

 

“From the beginning, PRIDE’s staff provided beneficial training, and their on-site assistance gave me reassurance that someone was always there to help me,” said John. “I have auditory processing disorder (a learning disability that impacts the brain’s ability to filter and interpret sounds), which can make listening difficult. With their help, I learned quickly, and soon my managers knew that they could rely on me.”

 

John quickly proved his skills and earned a promotion. He then began to work with inbound and outbound delivery. Notably, his manager nominated him for the Top Performer Award in 2018 for hard work and willingness to help his team.

From Training to Moving Ahead

Meanwhile, John didn’t forget about his love of cars and his ultimate career goal.

 

“John had originally expressed an interest in working with vehicles, and we encouraged him to work towards a commercial driving position,” said PRIDE Employment Relationship Coordinator Mayra De Alba-Cajas. “The perfect opportunity appeared in 2019 when John applied and was hired for a Yard Hostler position due to his excellent performance record.” (A yard hostler directs vehicles at parking or docking areas to move, position, or park trucks or trailers.) 

 

During hostler training, John worked in the yard shack to supervise night shift trucks. After completing his training, he took responsibility for organizing semi-trailers in the yard. 

 

In 2019, funded by Amazon, John earned his CDL and began working as a truck driver with C.R. England. He thanked Amazon and PRIDE Industries for helping him reach his career goals. 

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John Miller Madrid
John Miller Madrid

”Working at Amazon has changed my life. I have developed a career track and improved my communication, leadership, and problem-solving skills.”

Since its earliest days, Amazon has been committed to creating an inclusive workplace. With more than 500,000 employees globally, Amazon strives to foster a sense of community among employees of various backgrounds to foster engagement and innovation.

 

Like all other diversity groups, Amazon recognizes that people with disabilities add value to the workforce. The company is committed to increasing diversity by being inclusive in its recruitment efforts. Amazon employs people with disabilities across its entire business, from roles focused on the accessibility features of products to positions not related to accessibility, including engineering, design, product management, operations, and senior management roles.

Partnering with PRIDE to Build an Inclusive Workplace

Last summer, PRIDE Industries partnered with Amazon as an Alternative Workforce Supplier. PRIDE Industries is one of seven nonprofit agencies (NPA’s) chosen to recruit, assess, interview, train, and provide onsite support for people with disabilities employed by Amazon, thus helping Amazon continue to succeed as an inclusive workplace.

 

PRIDE will be placing people with disabilities at Amazon Prime Now and sortation facilities across California. Initially PRIDE provided placement services in Southern California, then quickly expanded into San Diego, the Bay Area and Sacramento.

 

By partnering with PRIDE Industries, Amazon can leverage its person-centered services. These include assessments, job skills development, training, placement, and ongoing support to ensure long-term employment success.

AWSP: A Win for Both Amazon and Employees

PRIDE has been part of the Amazon Alternative Workforce Supplier Program (AWSP) for nearly a year. The goal is to place and support people with disabilities into employment. Early results have proven positive for those with disabilities and for Amazon. According to Amazon, AWSP associates at participating Amazon sites have shown better quality and average productivity when compared to what are often seen as more traditional workforce programs. 

 

By not only accepting nontraditional talent, but actively seeking it out, the AWSP has built new job opportunities for people who have often had a hard time gaining full-time or part-time employment. An inclusive workplace benefits everyone. 

Need employment placement support?

Contact our I AM ABLE Helpline to discuss your options.
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