Disability Inclusion In The Workplace: Armando Contreras Of United Cerebral Palsy On How Businesses Make Accommodations For Customers and Employees Who Have a Disability
An Interview With Eric Pines
Balancing passion with financial viability is essential for any organization’s success. Early in my career, my enthusiasm for achieving results and positively impacting people’s lives took precedence over the financial well-being of my organization.
As we all know, over the past several years there has been a great deal of discussion about inclusion and diversity in the workplace. One aspect of inclusion that is not discussed enough, is how businesses can be inclusive of people with disabilities. We know that the Americans With Disabilities Act (ADA) requires businesses to make reasonable accommodations for people with disabilities. What exactly does this look like in practice? What exactly are reasonable accommodations? Aside from what is legally required, what are some best practices that can make a business place feel more welcoming and inclusive of people with disabilities? To address these questions, we are talking to successful business leaders who can share stories and insights from their experience about the “How Businesses Make Accommodations For Customers and Employees Who Are Disabled “.
As a part of this series, we had the pleasure of interviewing Armando Contreras.
Since 2017, Armando Contreras has served as President and CEO of the national office of United Cerebral Palsy. With nearly three decades of experience across the for-profit, faith-based, government, and non-profit sectors, Armando brings a wealth of knowledge and leadership to his role. He earned his bachelor’s degree in business administration from the University of Southern California and a master’s in theology from the University of San Francisco, showcasing a diverse educational background that reinforces his commitment to professional excellence and community service.
Thank you so much for joining us in this interview series! Before we dive in, our readers would love to “get to know you” a bit better. Can you tell us a bit about your ‘backstory’ and how you ended up where you are?
Raised in East Los Angeles with humble beginnings, my life’s mission has been to advocate for the marginalized, disenfranchised, and ignored. Through the grace of God and a deep commitment to service, I have woven together my lived experiences, education, and passion to lead across various sectors, including the Catholic Church, government, business, and non-profits. Today, I am honored to serve as the CEO of United Cerebral Palsy in Washington, DC, one of the largest national health organizations serving the disability community. This role embodies my calling, along with my team, to significantly impact the lives we are dedicated to serving.
Throughout my professional journey, I have been blessed with unwavering support from my beautiful wife, Norma. Together, we have three wonderful children, Andrea, Armando, and Andrew, who have all played a pivotal role in my success. Our family further extends with our son-in-law Favian, daughter-in-law Logan, and soon-to-be daughter-in-law Emily. We are also proud grandparents to two precious grandchildren, Theodore Miguel and Leonel Armando. Their love and encouragement have been the backbone of my achievements, and I am deeply grateful for their presence in my life.
You are a successful leader. Which three character traits do you think were most instrumental to your success? Can you please share a story or example for each?
Throughout my professional career, three character traits have been paramount to my success: building trust, accountability, and an unwavering passion for the mission of the organizations I have led. Each entity I served as CEO required fostering unity, ensuring sustainability, and adhering to its core mission. The challenges were immense when I joined United Cerebral Palsy, a 75-year-old organization on the brink of bankruptcy. Over the past seven years, as a team effort, we have transformed UCP into a financially stable entity, strengthened relationships with our affiliate network, and positioned ourselves to continue providing advocacy, research, and essential services and programs for the next 75 years to children, adults, and families affected by cerebral palsy and other conditions.
Can you share a story about one of your greatest work related struggles? Can you share what you did to overcome it?
Building trust with key stakeholders is among the most significant challenges in any professional journey. At United Cerebral Palsy (UCP), this has involved fostering collaboration across our extensive affiliate network in the U.S. and Canada. Strengthening relationships and enhancing communication within this international network was vital to overcoming considerable hurdles. My team and I have significantly boosted trust and collaboration by bringing stakeholders to the table for critical initiatives like strategic planning, brand awareness, research, and advocacy. Recognizing our affiliates’ accomplishments and my extensive visits to observe life-saving therapies, housing, and many other programs have also been instrumental in building meaningful relationships. Being present and connecting with affiliate executives, board members, and individuals and families with disabilities has distinguished my leadership and my team, setting us apart in our commitment to making a meaningful impact.
What are some of the most interesting or exciting projects you are working on now?
The United Cerebral Palsy Research Council (URC) is committed to raising awareness and funds to facilitate early diagnosis and evidence-based therapy for cerebral palsy through initiatives like the UCP Early Detection and Intervention. Cerebral palsy, which affects 1 in 345 children in the U.S. and 17 million people worldwide, is the most common physical disability in children, causing significant movement and posture challenges. Tragically, one-third of those with cerebral palsy cannot walk, one-fifth cannot talk, and half live in chronic pain. Despite international guidelines from 2017 recommending diagnosis as early as three months, the U.S. continues to diagnose at an average age of two due to an outdated “wait and see” approach. Early diagnosis allows for timely interventions that significantly improve medical and therapeutic outcomes while empowering parents in their child’s development. The URC is at the forefront of advocating for early detection and intervention and needs public support to advance research and develop efficient screening tools. This breakthrough is crucial and will have a global impact.
Fantastic. Let’s now shift to our discussion about inclusion. Can you tell our readers a bit about your experience working with initiatives to promote Diversity and Inclusion? Can you share a story with us?
Since 2006, the UCP’s annual Case for Inclusion has provided comprehensive data and policy recommendations on state programs supporting individuals with intellectual and developmental disabilities (IDD) and their families. In 2019, UCP partnered with The ANCOR Foundation to collaborate on this essential report. The 2024 edition focuses on community inclusion, highlighting key findings from nearly 80 measures across six critical areas: addressing the workforce crisis, promoting independence, and tracking health, safety, and quality of life. Notably, Direct Support Professionals’ hourly wages increased from $13.61 in 2020 to $14.41 in 2021, though vacancy rates have also risen significantly. Additionally, 497,354 people remain on state waiting lists for home- and community-based services (HCBS) waivers, with most of them residing in just five states. Encouragingly, 17 states and the District of Columbia have closed all state-run institutions, up from previous years. The federal Money Follows the Person program has seen increased participation, and more states are now focusing on social determinants of health that significantly impact people with IDD. This inclusive approach is crucial for creating sustainable services, and the policy blueprint offers tailored solutions for the 118th Congress and various stakeholders.
The Case for Inclusion is the most comprehensive report, providing an invaluable resource for lawmakers, advocates, and disability champions. It offers a detailed overview of the challenges faced by individuals with intellectual and developmental disabilities (IDD), serving as a necessary first step toward creating a roadmap for progress. This report aims to ensure that people with IDD can live, work, and thrive in their communities. By understanding the scope of these challenges, we can drive meaningful change and build a more inclusive society.
This may be obvious to you, but it will be helpful to spell this out. Can you articulate to our readers a few reasons why it is so important for a business or organization to have an inclusive work culture?
Hiring people with disabilities significantly enhances workplace diversity and enriches work culture. Diverse teams bring various perspectives, leading to innovative problem-solving and more inclusive products and services. People with disabilities often demonstrate resilience, creativity, problem-solving skills, and valuable organizational traits. By fostering an inclusive environment, companies tap into a broader talent pool and signal their commitment to equity and social responsibility. Ultimately, this leads to a more engaged and productive workforce, driving social progress and business success.
The Americans With Disabilities Act (ADA) requires businesses to make reasonable accommodations for people with disabilities. For the benefit of our readers, can you help explain what this looks like in practice? What exactly are reasonable accommodations? Can you please share a few examples?
The Americans with Disabilities Act (ADA) mandates that businesses provide reasonable accommodations for individuals with disabilities to ensure equal access and opportunity. Reasonable accommodations are adjustments or modifications that enable people with disabilities to perform essential job functions or access services. Examples include installing ramps for wheelchair access, providing sign language interpreters for the hearing impaired, and offering flexible work hours to accommodate medical appointments. These adjustments are tailored to meet the specific needs of individuals without causing undue hardship to the business, creating an inclusive environment for all. Equally important is fostering a culture that welcomes all abilities and provides opportunities for advancements and promotions.
In addition, an inclusive workplace that supports employees with disabilities should start conducting accessibility audits to identify and address potential barriers. Implementing workplace accommodations such as adjustable workstations and accessible communication tools can significantly enhance the productivity and well-being of employees with disabilities. Additionally, providing ongoing training and awareness programs for all staff fosters a culture of understanding and inclusion. By adhering to these best practices, businesses comply with regulations and promote a diverse and equitable work environment.
Aside from what is legally required, what are some best practices that can make a business place feel more welcoming and inclusive of people with disabilities? If you can, please share a few examples.
Businesses must foster a more inclusive environment where diverse talents are celebrated. Recognizing the immense value of disability inclusion, enterprises must actively aim to create supportive and positive work environments. By accommodating people with disabilities and treating disability as a source of strength, creativity, and passion, companies inevitably benefit from a rich pool of diverse talents and perspectives, driving innovation and problem-solving. This commitment to fostering a disability-inclusive culture demonstrates a dedication to mutual respect and belonging, benefiting the organization and its employees.
Can you share a few examples of ideas that were implemented at your workplace to help promote disability inclusion? Can you share with us how the work culture was impacted as a result?
At UCP and its affiliate network, we promote disability inclusion in both office and virtual environments. Accessible conference rooms, offices, and restrooms, for example, accommodate employees with mobility impairments and are vital to our operations. Additionally, our network ensures that websites are accessible to all abilities, ensuring equal access for everyone. These measures not only improve accessibility but also foster a more inclusive culture that values diversity. The significant impacts include increased employee satisfaction, a broader talent pool, and a respectable reputation. UCP and the UCP Network are committed to providing equitable working environments for everyone.
What are your “5 Things I Wish Someone Told Me When I First Started My Career”?
After graduating from the USC School of Business, I was eager to dive into the world of possibilities and success. However, I soon realized that my vision needed to include a crucial element- the importance of patience. In my first role as a career counselor for a non-profit organization, I learned that true achievement requires time, experience, and patience. Developing skills, gaining knowledge, and understanding industry nuances are not just additional steps but essential ones that extend beyond formal education. This experience was a powerful reminder that these elements are not just important but crucial for personal growth and career advancement. Patience and perseverance are vital to building a successful and fulfilling career.
During the early stages of my career, I realized how beneficial it would have been to have mentors to guide me. It became clear that surrounding myself with experienced mentors and influencers was crucial for navigating my professional path. Years later, I found invaluable advice and shared experiences from mentors who helped me avoid common pitfalls. Learning from their successes and mistakes fast-tracked my career growth, enabling me to make more informed decisions. I took the initiative to build relationships with leaders and experienced individuals, which significantly impacted my professional development. Trust me, having mentors can make a real difference!
Some years after graduating from USC, I learned how crucial it is for leaders to master the art of listening for understanding and empathy. There is no doubt that these skills were and continue to be essential tools that leaders and I use to make our direct reports feel valued and supported, fostering a more inclusive and collaborative work environment. For years, I’ve been actively listening and demonstrating empathy, guiding professionals and team members to become competent workers, and cultivating compassionate leaders to understand the importance of human connection in achieving collective goals. Evidently, this approach enhances individual performance and strengthens the entire team, paving the way for long-term success.
Balancing passion with financial viability is essential for any organization’s success. Early in my career, my enthusiasm for achieving results and positively impacting people’s lives took precedence over the financial well-being of my organization. However, as my career progressed, I found myself responsible for ensuring that passion aligned with financial sustainability — a crucial strategy for long-term success. While passion and servant leadership drive motivation and foster a positive work culture, maintaining financial health must remain a top priority. Passion fuels innovation and dedication, but without effective financial management, even the most inspired organizations can falter. By harmonizing these elements, organizations can survive and thrive, making a meaningful impact while securing their future.
While attending the USC School of Business, I was taught that we lived in a world where survival of the fittest and generating profits were paramount in any corporation or organization. However, as I matured, I realized that servant leadership stands out as an essential quality for CEOs in both for-profit and non-profit sectors, especially in today’s dynamic and purpose-driven world. By prioritizing the needs of employees and communities, I’ve cultivated a culture of trust, collaboration, and empowerment. This strategic pathway and partnership with the UCP Board of Trustees, committees, and my team has driven UCP’s organizational success and fostered a positive, values-based culture that resonates deeply with me. An effective CEO exemplifies servant leadership, making it a fundamental value that significantly enhances any organization’s overall health and sustainability.
Can you please give us your favorite “Life Lesson Quote”? Can you share a story about how that was relevant in your own life?
I am about to share a dear and favorite poem by Saint Mother Teresa of Calcutta.
People are often unreasonable, illogical, and self-centered.
Forgive them anyway.
If you are kind,
people may accuse you of selfish ulterior motives.
Be kind anyway.
If you are successful,
you will win some false friends and some true enemies.
Succeed anyway.
If you are honest and frank,
people may cheat you.
Be honest and frank anyway.
What you spend years building,
someone could destroy overnight.
Build anyway.
If you find serenity and happiness,
they may be jealous.
Be happy anyway.
The good you do today,
people will often forget tomorrow.
Do good anyway.
Give the world the best you have,
and it may never be enough.
Give the best you’ve got anyway.
You see,
in the final analysis it is between you and God ;
it was never between you and them anyway.
While I still seek wisdom and often fall short of leading a holy life, I find immense encouragement and inspiration in reading Mother Teresa’s poem. Her profound words resonate deeply within me and are interwoven into the leadership style I strive to embody. Each verse challenges me to be more compassionate, selfless, and dedicated to serving others, especially my team and the affiliate network, which reminds me that authentic leadership is rooted in humility and love. Through Mother Teresa’s timeless message, I am continually inspired to grow and lead with a heart full of grace.
You are a person of enormous influence. If you could inspire a movement that would bring the most amount of good to the most amount of people, what would that be? You never know what your idea can trigger. 🙂
In a world where every effort counts, the movement within United Cerebral Palsy stands as a beacon of hope and resilience. I strive to inspire this movement each day, drawing my own inspiration from the incredible work of our dedicated therapists, caretakers, drivers, teachers, administrative workers, executives, and, most importantly, the children and adults we serve. Their unwavering commitment and courage fuel our mission, and together, we can keep this movement alive, making a profound difference in countless lives.
How can our readers further follow your work online?
The incredible work of the Affiliate network brings hope to thousands of lives every day. Please follow their progress and impact firsthand by visiting ucp.org or following UCP on social media. Let’s stay connected and support this valuable cause together!
This was very inspiring. Thank you so much for the time you spent with this. We wish you continued success and good health!
Thank you for the opportunity to share some thoughts in this interview. Sincerely- Armando Contreras
About the Interviewer: Eric L. Pines is a nationally recognized federal employment lawyer, mediator, and attorney business coach. He represents federal employees and acts as in-house counsel for over fifty thousand federal employees through his work as a federal employee labor union representative. A formal federal employee himself, Mr. Pines began his federal employment law career as in-house counsel for AFGE Local 1923 which is in Social Security Administration’s headquarters and is the largest federal union local in the world. He presently serves as AFGE 1923’s Chief Counsel as well as in-house counsel for all FEMA bargaining unit employees and numerous Department of Defense and Veteran Affairs unions.
While he and his firm specialize in representing federal employees from all federal agencies and in reference to virtually all federal employee matters, his firm has placed special attention on representing Veteran Affairs doctors and nurses hired under the authority of Title. He and his firm have a particular passion in representing disabled federal employees with their requests for medical and religious reasonable accommodations when those accommodations are warranted under the Rehabilitation Act of 1973 (ADA). He also represents them with their requests for Federal Employee Disability Retirement (OPM) when an accommodation would not be possible.
Mr. Pines has also served as a mediator for numerous federal agencies including serving a year as the Library of Congress’ in-house EEO Mediator. He has also served as an expert witness in federal court for federal employee matters. He has also worked as an EEO technical writer drafting hundreds of Final Agency Decisions for the federal sector.
Mr. Pines’ firm is headquartered in Houston, Texas and has offices in Baltimore, Maryland and Atlanta, Georgia. His first passion is his wife and five children. He plays classical and rock guitar and enjoys playing ice hockey, running, and biking. Please visit his websites at www.pinesfederal.com and www.toughinjurylawyers.com. He can also be reached at eric@pinesfederal.com.
Disability Inclusion In The Workplace: Armando Contreras Of United Cerebral Palsy On How Businesses… was originally published in Authority Magazine on Medium, where people are continuing the conversation by highlighting and responding to this story.