Pay it forward: Three Softcat diversity advocates talk key learnings, challenges and priorities

As part of CRN's DEI series with Softcat, we speak to Polly Jacob, Phil Lowe and Rhys Lawson about the reseller's EDN network and its achievements so far

As we continue to spotlight pioneering diversity initiatives across the industry, we sat down with three inclusion advocates from Softcat, who have each spearheaded major inclusion efforts at the Marlow-HQ reseller firm.

Phil Lowe, Rhys Lawson and Polly Jacob have all had unique career trajectories thus far and, having reached a position of influence, are looking to pave the way for a diverse cohort of colleagues after them.

Here's what each had to say on their own journey, involvement in Softcat's Employee Diversity Network and current priorities.

Phil Lowe, technical product owner, Softcat

CRN: Tell us about you and your role at Softcat – what led you here?

PL: I am a technical product owner with the services systems team at Softcat. I'm responsible for some of Softcat's customer facing business applications. It's a strategic role, where I bridge the gap between stakeholders and development teams, ensuring the product roadmap and vision aligns with our customer needs and business goals.

With over 20 years of experience in the IT industry, I have worked across various sectors including Healthcare, Telecommunications, Automotive, and Energy. My background in design and software engineering naturally led me into product development over the last 10 years. Living in the local area and having heard many positive things about Softcat, I was excited to apply when a product role became available three years ago.

CRN: What is the EDN network and what is your association?

PL: The EDN Network, founded in November 2021, is an employee resource group for all our disabled and neurodiverse colleagues, recently we surpassed the 200 members mark (7 per cent of the company) which is great testament to the safe space we have created.

As a neurodivergent individual with ADHD and one of the founding leaders, I have found the network to be a powerful platform for supporting colleagues and driving change within the business. It has also been a journey of self-discovery, providing a comfortable environment to openly discuss workplace challenges. This openness has been instrumental in my personal and professional growth.

CRN: What are you aiming to achieve as a network?

PL: Our three main aims include:

EMPOWER – members and colleagues through education and awareness

SUPPORT – our people by maintaining a community that allows us all to thrive

CELEBRATE – our differences and what makes us unique

We aim to provide a safe space for colleagues to bring their authentic self to work, a place where their challenges are openly discussed and where feasible, adjustments are made to allow them to thrive in the workplace. In addition to these objectives, we are committed to educating and training managers to better support our colleagues.

CRN: What kind of challenges might people, who work in IT and have a disability or a neurodivergence, face?

PL: People in IT with disabilities or neurodivergence face challenges such as sensory sensitivities to bright lights and noise, difficulties interpreting social cues and expressing themselves, and issues with rigid work schedules and unclear instructions. Navigating unspoken social norms and career progression can also be tough, along with physical accessibility needs and managing stress and anxiety.

Sensory Sensitivities: Bright lights, loud noises, and crowded spaces can be overwhelming for individuals with sensory sensitivities, often leading to discomfort or the need to leave the event early.

Mobility Issues: Events often lack adequate wheelchair access, ramps, and elevators, making it difficult for individuals with mobility impairments to navigate the venue.

Hearing Impairments: Without sign language interpreters, captioning, or assistive listening devices, people with hearing impairments may struggle to follow presentations or participate in discussions.

Visual Impairments: Insufficient lighting, small font sizes and poor signage can hinder the experience for those with visual impairments.

Chronic Pain or Fatigue: Long durations without breaks, lack of seating, and physically demanding activities can be challenging for individuals with chronic pain or fatigue.

Physical Accessibility: Inaccessible restrooms, lack of accessible transportation options, and distant parking can pose significant barriers.

CRN: How have Softcat supported you as an employee with a neurodivergence?

PL: Softcat have supported me in many ways, either through direct support or network initiatives that I have benefited from. Primarily they have provided a safe space to openly talk about my strengths and challenges, having that voice has given me more confidence and allowed me progress further in my career in a shorter period.

Here are some of the many initiatives that I have benefited from:

Noise cancelling headphones: I have been given some high-end headphones that allow me to block out all external noise which minimises distractions and allows me to focus for longer periods of time.

Desks: Flexibility on locations and seating in the office, I like to have a desk in a low traffic area to avoid distractions and disruptions.

Microsoft Copilot: I have really benefited from having AI at my fingertips, I've always had challenges in getting started with emails and documentation, these tools allow me to kick start the process, be more productive and concise, which ultimately leads to better performance and reduced stress.

Read Aloud: The Microsoft office suite has a feature that allows me to proof my emails and documents with audio, I find this feature so beneficial as I often miss many mistakes when proofreading visually.

Line manager support: Additional check ins with my line manager has really been beneficial, on a Monday I vocalise my workload helping me to prioritise and set deadlines, on Wednesday I have an additional check in to update and course correct if required. As simple as this sounds, with ADHD, productivity and staying on track is challenging, this additionally support is key to my career and wellbeing.

Single room requests: For neurodivergent individuals, sharing a personal space with someone unfamiliar can be overwhelming, potentially leading to self-exclusion. Our process allows for discreet single room requests, making our events more inclusive.

Quiet spaces: A valuable addition to our events, these offer a respite from overstimulation and help to reduce stress and anxiety.

Guest speakers: Throughout the year, we host inspirational speakers who discuss disability and neurodiversity. Their unique experiences and practical advice raise awareness and inspire us all.

CRN: How have you collaborated with other organisations to knowledge share on this topic?

PL: We recently held a workshop with D&I leads from TD Synnex, where we discussed challenges and the initiatives, we've implemented so far to drive change for our colleagues. We plan to have regular catchups to continue sharing knowledge and implement change across our businesses and industry.

CRN: What would you say to anyone considering a career at Softcat who has a disability or neurodiversity?

PL: Do not hesitate to join us, we have a fantastic community that will welcome you with open arms. At Softcat, we do not just talk about inclusivity; we lead by example. We do not have to promote the work we do; our members do that on our behalf by sharing stories and supporting each other. The support that I have had in a short space of time has helped my personal and professional development so much, I would recommend Softcat to anyone in a heartbeat.

CRN: What could the industry and senior leaders do more, differently or less to make sure that neurodivergent people are represented in the channel?

PL: Leaders should consider recruiting people with neurodiversity, introducing different minds into their businesses have numerous benefits, creative minds influence change in strategy, products, and processes, which can lead to business differentiators . Embracing neurodiversity leads to a more inclusive, dynamic, and forward-thinking workplace.

It is not just about recruiting neurodiverse individuals; it is about retaining them by actively listening and accommodating their needs. Leaders should create an environment where neurodiverse employees feel valued and understood by creating flexible work arrangements, quiet spaces, and tailored communication methods.

Polly Jacob, Senior engagement, diversity and inclusion advisor at Softcat

CRN: Tell us about you and your role at Softcat. What has the journey looked like so far?

PJ: I've been working at Softcat for nearly nine years now in our Marlow headquarters. I started on reception at 19 years old and progressed into the recruitment team, eventually ending up in my current role as of three years ago - senior employee engagement, diversity and inclusion advisor.

It's a really rewarding role which allows me to work on ensuring we remain an employer of choice with high employee engagement levels as well as continuing to evolve and support on our diversity and inclusion strategy.

CRN: What are some of the challenges people face as a result of their disability or neurodiversity and how have you supported them?

PJ: I think it's important to note that everyone will have a different lived experience, even those living with the same disability and/or neurodivergence. The challenges will therefore look different for each person and as a result, the support must be tailored. For example, we have offered flexible working arrangements for those that find being in a busy office environment challenging or have amended facilities and equipment to provide a more equitable working environment such as altering office lighting or providing larger screens.

These are all adjustments based on individual requirements, but we also ensure we're proactively considering the needs of our community groups. For example, when arranging for a new office move, we'll ensure we include dedicated quiet spaces and accessible facilities. And when organising events, we'll ensure we have tailored travel and accommodation plans and reserved seating / quiet areas for those that would benefit.

CRN: Tell us about one formative experience for you as a neurodiversity advocate?

PJ: Initially forming our EDN Network was extremely formative for me, leaving a lasting impact and inspiring me to continue advocating for equality across this community. At the point of creating the network and seeking passionate individuals to support with the launch, we were inundated with powerful stories of people's experiences of living with a disability and / or neurodivergence.

Not just the challenges that come with these experiences as a result of systemic change still needing to take place across our society, but the good that has come out of these experiences too - from meeting likeminded people, to benefiting from a different way of thinking.

Diversity in any form should be celebrated and we're lucky enough to have employees that feel comfortable enough to be open about their identity, inspiring others to do the same whilst educating us all to create a true culture of allyship.

CRN: What processes have you put in place to boost a sense of inclusivity at Softcat in particular for employees who have a disability or neurodivergence?

PJ: In addition to our network and catering for reasonable adjustments, we now collate data associated with our employee's disability and/or neurodiversity status. We seek to understand whether or not someone identifies with having a disability and/or neurodiversity, the extent to which they are impacted and in what way.

This allows us to better understand our company demographic so we can make amendments to support everyone at work, in turn creating a sense of inclusivity. We've also recently just conducted an audit of our external and internal recruitment processes to better understand what more we can do to create an inclusive and equitable experience when applying for roles with us.

CRN: What is the benefit of creating an environment at work where people with a disability or neurodivergence can thrive?

PJ: There are so many benefits to supporting marginalised groups within a business. Creating an environment where individuals can thrive means we simply get the best out of them, and therefore we benefit from the diversity of thought that may come from living with a disability and/or neurodivergence.

This opens up a level of innovation that supports our evolving business. We also benefit from better employee engagement which also boosts performance, improves our staff retention and talent attraction.

CRN: What are three things that the industry still needs to do to support neurodiverse people?

PJ: Firstly, we operate in an industry with the power to vastly improve the experience of people living with a disability and/or neurodivergence through the advancement of technology. The likes of Microsoft are doing amazing work in the accessibility space, so I think the industry needs to continue capitalising on our expertise to provide further support.

I think the industry can also do better with events such as award ceremonies and conferences. There has been a positive move towards more accessible experiences but there's always more we can collectively do. Lastly, we can continue to appreciate the strengths that being disabled and/or neurodivergent brings.

For example, the resilience that comes with living with a disability is a skill that can easily be transferred into the workplace. Certain neurodivergent traits can also lend incredibly well to roles within Tech so we must embrace these aspects of our identities.

Rhys Lawson, solutions sales director

CRN: Tell us about you and your role at Softcat – what has your journey looked like so far?

RL: I started over ten years ago as a specialist, building our workspace team. My journey has been fast-paced, offering countless opportunities to add value, drive impact, and be true to myself - a core value I hold dear.

I feel incredibly fortunate to have found an organisation that embraces authenticity, provides inspiring people to learn from, and continuously offers opportunities for both personal and professional growth. Currently, I serve as a solutions sales director, responsible for the people and performance of the specialist function across cyber and networking, workspace, data, automation & AI, and hybrid platforms.

CRN: What does it mean to be a senior sponsor for Softcat's EDN Network?

RL: Being a senior sponsor for Softcat's EDN Network is something that's true to my heart. These opportunities are the best chances to influence and continually evolve our culture, ensuring that everyone, regardless of their background, has the opportunities to thrive and succeed just as I have.

CRN: What was one formative experience for you as a neurodiversity advocate?

RL: One formative experience for me as a neurodiversity advocate was when I first realised the profound impact of inclusivity in the workplace. Early in my career, I had a colleague who was incredibly talented but often struggled to fit into traditional work environments due to his neurodiverse condition.

By advocating for adjustments and support tailored to his needs, I witnessed firsthand how he not only excelled but also brought unique perspectives and solutions to the team. This experience solidified my commitment to ensuring that everyone, regardless of neurological differences, has the opportunity to succeed and contribute their best.

As part of my leadership approach, I actively seek neurodiverse individuals to be part of my teams. I believe that cognitive diversity is key to building high-performing teams, and it's something I am passionate about driving within our organisation. This commitment to inclusivity and diversity is essential for fostering innovation, creativity, and excellence in everything we do.

CRN: Why is it important for leadership to support and endorse employee resource groups?

RL: Leadership support and endorsement of employee resource groups are crucial for several reasons. Firstly, they drive change and create an environment where people feel safer, happier, and can be their authentic selves at work.

Additionally, the personal development I've gained from being involved in these groups has been invaluable. By listening, learning, and staying open-minded, I've grown significantly.

This journey has made me a better leader, a more empathetic human being, and a more rounded father to my children. Supporting these groups not only enhances our workplace culture but also fosters continuous personal and professional growth.

CRN: What's your favourite part of being Softcat's EDN senior sponsor?

RL: Sounds cheesy, but my favourite part of being Softcat's EDN senior sponsor is hearing the incredible stories of courage and bravery from people and their hidden battles to simply 'turn up' to work each day. Their resilience and determination are incredibly inspirational and humbling, and they constantly remind me why this work is so important.

CRN: In your opinion, what more could the industry do to improve the experience of people working in IT with a neurodiversity or disability?

RL: Let's flip it the other way: what company wouldn't want a more diverse, happier, and productive workforce, where people approach situations from different angles, ensuring their organisation continuously evolves and stands out? Embracing neurodiversity and disability is one of the most effective ways to achieve this.

The industry needs to lean into this by fostering inclusive environments, providing tailored support, and celebrating the unique strengths that neurodiverse and disabled individuals bring. By doing so, we not only improve their work experience but also drive innovation and growth, benefiting the entire organisation. And forget work—why wouldn't anyone want to do this from the purest human desire to help and make our world that tiny little bit better?

This article is sponsored by Softcat.