Spectrum’s Disability Support Team Advances Accessibility Through Service

Growing up around loved ones with mobility challenges shaped Valentin Ramirez’s view on accessibility. And then he was in a life-changing motorcycle accident. On the road to recovery, he relearned how to walk, giving him knowledge of how a disability can impact how we interact with the world.

Today, as a Lead Customer Service representative on Spectrum’s Disability Support team, Valentin draws on his own experience every day as he helps customers with closed captioning, guide narration and other accessibility features.

“I know firsthand how difficult it can be to feel excluded because of your own limitations,” Valentin said. “I feel so fulfilled in this role because I know how important it is to be able to put yourself in someone else’s shoes.”

Providing Dedicated Support and Training

Based in El Paso, Texas, Spectrum’s Disability Support team includes more than 50 specially trained Customer Service employees – many of whom have personal experience with accessibility challenges – who are dedicated to helping customers overcome obstacles and make every interaction feel personal.

“If troubleshooting requires more than phone support, we customize our approach,” said Stacy McVay, Supervisor, Customer Service. “My sister-in-law is legally blind; she uses our accessibility features on her cell phone. I speak with customers the way I’d want someone to talk to her. I take the time to listen and provide the support they need – whether that means turning on accessibility features remotely or walking them through each step until they’re comfortable and connected.”

Accessible Service and Technology for Everyone

The Disability Support team is only one part of the accessibility efforts that have earned Spectrum national recognition, including a place on the Forbes Accessibility list for the second consecutive year.

At Spectrum’s Accessibility Center of Excellence (ACE) in Denver, more than half of the team are people with disabilities. This gives them a unique perspective on how to create products and user experiences that work for everyone – not just on paper, but in the real world.

These offerings include Spectrum’s Big Button Remote, Spectrum Mobile devices with screen reader functionality and Text-to-Speech applications, and the Spectrum Access App, which provides immersive audio description and closed captioning for more than 1,300 movies and TV shows.

In addition to working with the Disability Support team, ACE partners closely with customer service representatives across the Company to make sure customers can enjoy their device’s accessibility features.

By providing practical tools, meaningful support and accessibility built for connection, Spectrum makes seamless experiences available to everyone.

All residential customers who self-identify as having a disability can receive this personalized support by calling 844-762-1301 or via live chat.

To learn more, visit the Disability Support page.