The Guatemalan Social Security Institute (IGSS) has held a series of workshops aimed at training and raising awareness among staff in the Subgerencia de Prestaciones Pecuniarias about challenges faced by people with disabilities. The sessions, titled “Total Quality and Excellence in Customer Service,” took place throughout the year across various medical and hospital units nationwide.
The workshops included inclusive activities to help participants understand barriers encountered by individuals with disabilities. Magda Aguirre, a promoter of Labor Inclusion from the Ministry of Labor and Social Welfare, stated during her presentation: “People with disabilities have long-term physical, mental, intellectual or sensory impairments which, when interacting with various barriers, may hinder their full and effective participation in society on an equal basis with others.”
Attendees were given opportunities to experience some of the daily difficulties faced by those with visual impairments. The initiative aims to improve services for IGSS beneficiaries and strengthen employees’ skills through continuous improvement efforts. Activities also addressed other types of disabilities through playful and awareness-raising exercises.
Marely Avila, a monetary benefits analyst, commented that these workshops help improve service to affiliates and enhance relationships with colleagues who have diverse disabilities.
Respect and communication were highlighted as essential for serving both affiliates and beneficiaries regardless of disability status. Leslie Maribel Leal Caal from the Subgerencia de Prestaciones Pecuniarias said: “The Institute is truly creating spaces so we can serve each of our affiliates who have different disabilities; for example, at the Affiliate Service Center (CATAFI), we have an area that specializes in personalized attention for people with disabilities.”
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