Case study 1 Rowina, a 26year old, applied for a job in a call centre of a television and internet provider call as a customer service associate.
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Case study 1

Rowina, a 26year old, applied for a job in a call centre of a television and internet provider

call as a customer service associate. She had previously worked part time as a call customer service representative for a telephone service provider. In her first interview, the call centre supervisor told Rowina she has was an ideal candidate and that she probably would be hired. She was given a pre employment medical examination for her family doctor to complete. The doctor confirmed that she could meet the requirements of the job. The second interview was conducted by both the call centre supervisor and the department manager. At the second meeting, the supervisor reviewed the completed medical form and noticed the doctor had stated Rowina was hearing impaired and wore a hearing aid. The doctor specifically noted that Rowina's hearing impairment had not and would not impede her ability to fulfill her call centre job duties. After this the call centre supervisor and department manager spent much of the interview discussing Rowina's disability and the job requirements. Even though both of them want to hire Rowina, they didn't she would be able to cope with answering customer phone calls and handle their questions properly. Despite Rowina repeatedly stating she could perform the duties, had done similar jobs and was able to provide 2 letters of reference from previous employers, Rowina was not hired.

question 1. Under which jurisdiction does this case fall? Is this case an example of direct, systemic, reverse discrimination or possibly a combination of more than one explain using supportive details? Identify the specific prohibited ground. Identify the Act(s) that are relevant to this case.

question 2. What do you think the supervisor and department manager should have decided regarding Rowina's employment? Did they have reasonable grounds to believe Rowina could not do the job ? Use supportive details from the case study.

question 3. Discuss 5 different steps the call centre could take to prevent this situation in the future.

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