SM holds PWD Sensitivity Training for Mall Frontliners

Employees, security guards, agency personnel and tenants of SM City Bacolod attended a talk on caring for customers with special needs on Thursday, March 16, as part of the continuing education of its teams on sensitivity and inclusivity.

Trish Golez, an active parent advocate of the Bacolod network of the Down Syndrome Association of the Philippines, Inc. (DSAPI) shared her experiences as a parent of a special needs child and how to approach and serve persons with Down Syndrome. Golez, who also runs the pre-school A Child’s Place, was accompanied by her daughter Samantha, who was born with Down Syndrome.

The 80 participants who attended the talk learned about Down Syndrome and that persons with this condition are just like any person who has unique abilities, talents and skills. As an example, Golez was joined by her daughter Samantha, 30, and born with Down Syndrome.

“Sam was late in reaching her developmental milestones, but she hurdled them eventually,” shares Golez. Sam is passionate about running, fashion and entertainment, and is an assistant teacher at their school. Golez stressed that Down Syndrome does not limit them from being their best selves.

The advocacy of the mother and daughter duo is to encourage public positive attitude towards persons with disabilities and to stop abuse, ridicule and derogatory actions that many PWDs experience.

“As frontliners in our respective areas and departments, we should be sensitive to our customers needs and really make SM a mall for all,” said building administration manager Lorenzo Benedicto. “After all, you’re always welcome here at SM.”

May Castro, the mall’s public relations manager, said that this SM program on caring for customers with special needs is a continuing campaign that has been on-going for many years in the company. “SM promotes a barrier-free and disability-inclusive environment,” she said. Castro added that one of the ways the company creates this environment is through these seminars. “We empower our frontliners to understand our customers, enabling us to serve them better,” she said.

In past sensitivity trainings, SM mall frontliners have also previously been oriented on other customers with special needs: autistic, blind and deaf, and those with mobility issues. Apart from this regular orientation, recurring activities of the mall include the Angels Walk for Autism, Happy Walk for Down Syndrome, special movie screenings for the blind and deaf, and information campaigns in tandem with national disability days.*