25 Jahre Fundación Integralia DKV

Real opportunities for people with disabilities to unlock their potential and participate fully in society – with the founding of Fundación Integralia, DKV in Spain set a groundbreaking example 25 years ago. This success story became a role model for inclusion, and its concept was adopted a few years later by ERGO Hestia in Poland.

It all started with an extraordinary and courageous idea. It emerged when DKV wanted to establish a call centre for its customers in 2000. Instead of subcontracting a call centre, they created a pioneering foundation to employ people with physical, sensory and organic disabilities (chronic degenerative conditions) to carry out this DKV customer service.

Professional inclusion for people with disabilities

People with disabilities often face challenges in securing employment. Therefore, the aim was to support them in developing their professional careers and to promote their equal participation in society. This also involves specifically nurturing their personal and professional potential and enhancing their skills. It was also important to boost their self-confidence, inform them of their rights, and create a supportive environment.

Consultancy and expertise for businesses

External companies are keen to benefit from the training courses and assistance provided by the foundation in setting up their own internal media and communication systems. Moreover, it offers numerous other consultancy services, for example on diversity and inclusion, raising awareness of disabilities, and support with contracts.

Eight centres, hundreds of opportunities

The Fundación Integralia DKV has achieved a great deal in its 25-year history. Today, it operates eight centres across Spain, employing more than 600 people. It offers a range of vocational training courses at the Integralia School it founded, including consumer service, IT and communications. Many participants in these paid and demanding internships receive a job offer afterwards.

Team spirit: the key to success

New employees at Integralia complete a four-week training course followed by ongoing training supported by team leaders and internal trainers. However, there are other reasons why, Despite the daily pressures of high call volumes and complex customer enquiries they achieved excellent results right from the start. This is further reinforced by a strong sense of collegiality and empathy.

International projects and commitment

Internationally, the Integralia Foundation advises third sector organisations specialising in supporting people with disabilities, as well as companies and public authorities, on inclusion programmes. These programmes focus primarily on customer service and on reducing the digital divide for people with disabilities through training in digital skills. The foundation is currently active in Colombia and Peru, and has previously implemented projects in India, Chile, and Portugal.

Integralia transforms lives

The positive effects are significant. The Integralia Foundation's work is making a lasting impression everywhere. There has been a noticeable improvement in the social and material living conditions of people with disabilities and, in some cases, a significant reduction in unemployment, alongside the promotion of independence. Thanks to its innovative programmes, the foundation has established itself as a role model for social responsibility and inclusion, having a lasting positive impact on the quality of life of people with disabilities.

Growth and impact: impressive figures

At the beginning of 2000, the call centre received its first call. It quickly became clear that having a disability was no barrier to delivering service quality.

Over the past 25 years, the Integralia Foundation has made a significant social impact:

• more than 9,000 beneficiaries in Spain and other countries
• 586 people with disabilities have moved from Integralia to other companies
• 2,449 students at Escola Integralia
• 3,242 people have trained in the different countries where the Foundation has promoted inclusion programmes
• more than 2,000 people have found work internationally
• each person employed by Integralia Foundation generates a value of 12,478 euros in social and economic benefits - this is shown by a survey conducted by PricewaterhouseCoopers (PWC), one of the world’s leading consulting firms
• Integralia offers services to more than 70 companies and organisations such as DKV, Amazon, Metrovacesa, Banc Sabadell, Europ Assistance, GrupoQuiron, Teladoc Health, Telefonica and Lallemand

Expansion to Poland and new pathways to inclusion

Not only in Spain do many employers continue to harbour prejudices, fears, or uncertainties regarding disability. Worldwide, companies are reluctant to open their doors to people with disabilities. In order to promote inclusion in Poland, following the example of the Integralia Foundation in Spain, the Fundacja Integralia at ERGO Hestia Group was established in 2004.

Here, too, the focus is on breaking down stereotypes, overcoming psychological and physical barriers and creating job opportunities in a country where the inclusion of people with disabilities has always faced significant challenges.

Five areas of action for greater equal opportunities

The following areas of action are the focus at Fundacja Integralia ERGO Hestia Group:

1. Creating Jobs: A sufficient number of jobs for people with disabilities within the ERGO Hestia Group is essential
2. Job placement: External companies are supported in adapting workplaces and providing comprehensive HR assistance. People with disabilities should be given fair opportunities in the open labour market
3. Training and skills development: Workshops are held to prepare individuals for job hunting and promote professional development
4. Personal support: The foundation provides assistance from advisers, psychologists, and HR specialists
5. Diversity and social equality: Conducting accessibility audits in public spaces and implementing awareness programmes to break down barriers.

A look back shows that the efforts have been worthwhile. Over the past 21 years, the Fundacja Integralia ERGO Hestia Group has worked with around 160 companies, supported 1,500 people with disabilities and helped more than 600 individuals find permanent employment. However, it is clear that barriers still exist today, particularly regarding digital tools.

Self-confidence and new perspectives for those affected

Another insight from practice is that many individuals underestimate themselves and thrive in the work environment. The strengths of people with disabilities are undisputed and repeatedly demonstrated in their daily work. Nevertheless, reservations remain regarding their capabilities. The key task remains to empower companies in the long term to recruit inclusively and break down prejudices.

Future plans and social change

The Foundation is currently planning to expand its activities to other regions. The aim is to support accident victims in their professional reintegration. Furthermore, a project is planned to help individuals who are far distanced from both the labour market and social life to actively reintegrate into society. Success stories, mentoring, and voluntary work are intended to inspire them to overcome their limitations and build a fulfilling life.

Text: Martin Sulkowsky/ Claudia Walter