Service, like Silence, is Golden

Imagine life without sound. Imagine not being able to hear or understand what other people are saying. Imagine being excited about a job interview then being turned down because you couldn’t talk to your prospective employer. Imagine being Cromwel Umali.

"I was born not ‘normal’; I was born deaf. And I grew up with so much frustration because of my deafness. There had been many instances when I’d see kids who could hear and communicate freely and easily with their friends, and I would ask myself: ‘Why was I born deaf?’ There were times when I wanted to end my life," Cromwel says.

Cromwel thought he was lucky to have been able to finish a four-year Fine Arts course, major in advertising, at the Technological University of the Philippines. However, as he joined the world of work, his frustrations began.

"Everyday, I would wake up optimistic that I would pass the scheduled job interview. My frustrations kept piling up one after the other as I was always turned down because I couldn’t talk or hear a single word," Cromwel lamented. "How I wish the world were friendlier to the deaf."

One day, Cromwel heard about a clothing store, RHV Women and Fashion, on Roces Avenue in Quezon City that provided jobs for deaf persons. He was immediately hired as a shop assistant, along with three other deaf individuals.

It was difficult in the beginning. They were afraid that the customers would not understand them and thus not buy anything. "But we used cards to write the prices on and this helped us to communicate with our customers. We always had a piece of paper and a ballpen handy so we could always write down what we wanted to say," Cromwel relates. Within weeks, he was entrusted with handling bank transactions.

"I was depositing checks and doing bank reconciliation," he beams. The owner told him that "we should not be content with being mere shop assistants. She said that we should do something that would improve our productivity and enable us take a more active role in helping other deaf workers. She started giving us training on entrepreneurship. She said that by being entrepreneurs, we would be able to employ other deafs," Cromwel recalls.

Cromwel currently works at the Office of the President, handling confidential correspondence.

Every year, close to the Yuletide season, fastfood chain Jollibee accepts old toys which are donated to kids in different institutions through the Ma-Aga ang Pasko project. One of those who donated a gift was Cromwel. It was in a meeting between product endorser Aga Muhlach and Cromwel that the latter asked the former for assistance to the deaf.

Of that meeting, Jollibee Vice President for Human Resources Robert Poblete says, "Aga thought about it. It started this whole interest to help the deaf community." In due time, the Aga Muhlach Center for the Deaf was set up.

In 1997, Aga’s brainchild, steam-dpfi (Special Training, Employment, Advocacy and Management for Deaf Persons Foundation, Inc.), was established. Aga sits as founding chair of steam. He and Alexander Magno are its spokespersons. The advisory board includes Alex, as well as former neda secretary Dondon Paderanga and Carol Guina.

Robert remembers having been approached by the owner of the boutique where Cromwel once worked. She broached the idea of Jollibee helping steam by employing the deaf.

But that was not as simple a matter as it might seem. "To begin with, there are no prepared deaf-friendly manuals or materials," Robert says. Furthermore, the deaf need to go through psycho-social preparation, which is now done at the Aga Muhlach Center for the Deaf.

It takes months for a deaf person to be ready for employment, Robert says. Employers have to determine the level of education and the deaf individual’s readiness for employment.

Robert explains, "Most of them come from poor families. A lot of them have had inadequate education. Some have poor family support systems. Training includes the family: nanay, tatay. Anong suporta ang kailangan nitong deaf?"

The demands on the family are great, and not all families–even with the monetary rewards– are willing to cooperate. For instance, about 95 percent of families of deaf individuals don't even bother to learn sign language, making communication a haphazard, trial and error process that is often confusing and frustrating.

Robert asked his superior if it would be possible for Jollibee to hire deaf individuals, a suggestion supported by executive vice president Ernesto Tanmantiong.

In 1997, deaf personnel were fielded in the Morayta/España branch of Jollibee. Wearing a pin that says, "I’m a deaf crew", they perform regular store duties like washing the glass panels and delivering food to customers’ tables. Jollibee now employs deaf people in five other branches–Coronet Theater (Cubao), Sienna College, Libis, Ortigas and EDSA-Kamias.

Jollibee’s management team went through sensitivity training so they would know how to relate to a deaf person. A buddy system was also instituted that helped deaf crew integrate into the work environment of the popular fastfood chain.

While the system was evaluated and deemed successful, there was the question of regular employment.

Special dual training was instituted whereby the deaf could get thorough skills training and knowledge building through a structured/planned training process while at the same time get actual exposure or hands-on experience. This special arrangement is necessary as the deaf need a different training process, different materials and methodology over a longer period. Jollibee is now accredited by TESDA as a training institution for the deaf, initially for the dining service crew.

Cromwel is a beacon of light in the deaf community. His story has served as an inspiration to a lot of deaf individuals. One of those who aspire to be like him is Vergil Liscabo.

Vergil was into drinking, smoking and a lot of relationships because "I could not accept my disability". But people like Vergil have hope: Vergil has been accepted and now works with the service crew at Jollibee Ortigas branch.

When he was young, Cromwel would ask God, "What will happen to my life?" and the reply was "You will take care of deaf people like a good shepherd." Cromwel concludes, "Now I realize they are my sheep and I have to take good care of them. This is the purpose of my being."