In recent years, neurodiversity has played a vital role in defining an inclusive workplace. With conditions like ADHD, autism, CPTSD, and more, neurodivergent employees bring valuable perspectives that can enhance company culture. It’s important to provide a platform that illuminates their stories and learn from their experiences to continuously create spaces where everyone feels like they belong.
Lisa Strate is a seasoned CX leader with a career that spans over two decades. Driven by compassion and vulnerability, she shares her mental health journey and how her past defines her empowerment efforts in the present and future—specifically for neurodivergent individuals who have the capacity to excel in their roles, but lack the resources to bring their goals to fruition.
1. What has your neurodivergence and mental health journey been like?
From a young age, I experienced a lot of depression. It's often hereditary, and I noticed that we had it run in our family. I was someone who didn’t quite fit in with the crowd in high school—I was a little different. I ended up going to a local inpatient facility that really taught me a lot about myself and what I wanted. I wanted to experience a lot of things in life. I wanted to have a family. I wanted to raise my own kids and watch them grow. I wanted to become someone important, something other than what people classified me. It’s almost like being a kid. You want to prove people wrong.
When I grew older, I entered an abusive marriage. It was a really bad situation, and I tried to get out of it several times. There was one incident that put me over the edge where the light bulb finally went off, and I was able to leave and stay gone. But afterward, he would follow me around. He would show up at random times. I couldn’t get the help that I needed. This is where the rest of my mental illnesses developed, starting with PTSD, anxiety, and bipolar disorder. My ADHD worsened.
I was terrified of being around people, and having bipolar onset at such a later age really impacted me in the workplace.
After remarrying and getting more support from my current husband, we decided to admit me back into a mental health facility. This is where I really got the help I needed and got diagnosed with all my mental conditions that fall into the neurodivergent category. I learned that my PTSD was the onset of my bipolar disorder, and why I was feeling the way I was feeling. I went through a lot of group and personal therapy, and finally had an understanding of not being alone.
I needed to be around people who had the same conditions and understood what I was going through. It’s where my neurodivergent group was so beneficial for me, because it was about connecting with people who I could relate with and talking about what we were experiencing.
2. How did you build your confidence and learn how to live authentically?
I had to find the right regimen. Therapy does not work for me. I like to have a bigger support group, like a neurodivergent ERG, or some close friends in similar situations. I also thrive in the contact center environment. I have a lot of great things to contribute.
I never said, “when I grow up, I want to work at a call center!” It was never my lifelong dream, but I found that I really enjoyed helping people, and I became really passionate about it. I love to create better experiences. If I can get behind a product or service that can impact and change lives, I get really excited.
A lot of agents really struggle with working in public areas. So, working in a call center can be a safe haven. Being able to coach and help develop their confidence has helped me build my purpose. It’s where my confidence comes from. I know I’m making an impact in people’s lives.
3. How can companies support neurodivergent workers?
Be mindful of your language. A lot of people say, “I’m bipolar today. My bipolar is coming out,” and they use it to express feeling crazy. It’s a term that’s tossed around and is very offensive. It’s the same case with ADHD, but they don’t know the real struggle.
Get involved with a community. I appreciate companies that offer anything similar to give-back hours where people can go into the community and provide resources for neurodivergent people, especially for places where mental health really matters.
Tailor your support to each individual. You shouldn’t have the same agenda for every employee. You need to cater it to each person’s coaching or learning style and avoid the same cookie-cutter approach. Really get to know your employees and build trust with them first. It’s key to showing that you’re truly interested in what they do. If they’re struggling, check in on them occasionally, see how they’re doing, and ask how you can support them.
For instance, a lot of people with autism have a hard time making eye contact. You need to make sure you don’t take it personally. It doesn’t mean they’re not listening to you—they absolutely are! People with ADHD? They might work in spurts and need a break after a couple of hours because they’re exhausted. In call centers, it’s kind of hard to be a frontline agent because of the time commitments. But if there’s any way you can build out a schedule to accompany their needs—instead of a standard workforce management schedule—see if you can provide that accommodation.
I would encourage you to actively reach out to anyone you know who’s neurodivergent. You don’t have to rely on your workplace or management to do it for you. Ask how you can support them. Check in with them and strengthen your connections.
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