Diversity, Equity, and Inclusion

At TouchPoint One, we believe that organizations with diverse boards, leadership teams and workforces outperform companies with more homogeneous populations. Our DE&I strategy encompasses race, gender, age, disability, education level, position, sexual orientation and more. Our DE&I plan is simple but allows us to programmatically manage and measure our DEI efforts.

CEO Message:

Our organization is striving to create an inclusive workplace where everyone feels valued and respected because of their difference – a place where every employee can be themselves so they can reach their potential and help us achieve our business goals. We want our business to be innovative and productive so we can deliver the best products and services to our customers, and we need diversity to help us achieve this. The more we collaborate and value difference the closer we get to living in a truly inclusive community. This diversity and inclusion strategy provides us with a road map to create an inclusive workplace. To help us achieve this, we need the commitment of every employee to understand what we are trying to achieve, to work together and be open to change. This strategy is everyone’s responsibility and I encourage you to get involved.


To have a respectful and supportive workplace that enables us to attract and retain a diverse workforce that represents our customers and community.


This strategy is a two-year plan to help us achieve our business and people goals. It provides a shared direction and commitment for the organization so we can work together to respect and value our diverse workforce and build a more inclusive workplace. It comprises of three key goals and identifies the priorities and actions we will take over the next two years. It outlines the key roles and responsibilities and how we will track progress and measure success.


1. Workforce diversity –
recruit from a diverse, qualified group of candidates to increase diversity of thinking and perspective

2. Workplace inclusion –
foster a culture that encourages collaboration, flexibility and fairness to enable all employees to contribute to their potential and increase retention

3. Sustainability and accountability –
identify and breakdown systemic barriers to full inclusion by embedding diversity and inclusion in policies and practices and equipping leaders with the ability to manage diversity and be accountable for the results.


Roles and responsibilities:

All employees have the responsibility to maintain an environment that is safe, respectful and productive. Everyone has the right to be treated fairly within the workplace in an environment that recognizes and accepts diversity.

We can all contribute by participating in workplace diversity and inclusion activities and opportunities and complying with all anti-discrimination and workplace diversity legislation.

Managers and supervisors can contribute by displaying a positive commitment to workplace diversity and inclusion, being role models, fostering an inclusive workplace culture, dealing quickly and effectively with inappropriate behavior and participating in diversity training and encouraging team members to attend.

The success of the strategy is dependent upon the support of everyone in the department. Everyone has a responsibility for contributing to a culture which supports and values diversity and inclusion.

Communication Plan:

Evaluation methodology:

The effectiveness and achievement of our goals for diversity and inclusion will be reviewed and reported on quarterly. The report will be provided to the CEO and the executive team. The review will focus on the implementation of the actions, the progress made and successes. It will also identify any adjustments required to improve effectiveness.

The evaluation will include:

• A qualitative assessment of progress or achievement of the actions

• A quantitative assessment of the impact of the strategy on employee perceptions and experience of the culture of the organization

The outcome of the evaluation and review will guide the development of further action plans.

TouchPoint One Diversity, Equity and Inclusion (DE&I) Checklist

Local Worker and Extended Customer Demographics

Research statistics regarding your workplace community and, more importantly, the customers and consumers you serve. Start with ethnicity, age, gender, gender orientation/LGBTQIA+*, and veteran and disability statistics, if available.

Company Workforce Statistics

Analyze your current workforce demographics by location, including ethnicity, age, gender, gender orientation, veteran and disability status, and other factors you deem appropriate.

Company Diversity Metrics

Review the following metrics for the particular aspects of diversity orientation that you're focusing on (e.g., age, gender, ethnicity): 1) retention rate, 2) internal job fill ratio, 3) promotion rate and 4) turnover percentage, including involuntary versus voluntary turnover.

Employee Lifecycle Analysis and Talent Diversity

Measure each of the following key gateways and paths closely to determine where diversity tends to "fall off": 1) applicant sourcing, 2) interview screening, 3) hiring, 4) retention, 5) internal mobility and 6) succession planning. Look for trends and patterns in roadblock areas and build your recruitment and retention programs, as well as your exit interviews, around those challenges.

Recruitment Advertising Outreach Sources

Expand your typical Indeed.com and LinkedIn sourcing methods to include DiversityJobs.com, LatinoJobs.org, OverFiftyJobs.com, DisabilityJobs.net, AsianHires.com, NativeJobs.org, LGBTjobsite.com, VeteranJobs.net, BlackCareers.org and WeHireWomen.com. Niche sites won't produce the volume of big job boards, but the quality of candidates should justify the cost of the ads."

Talent Intelligence (AI-Driven) Platforms

Talent intelligence (artificial intelligence-driven) platforms are becoming commercially available to identify internal talent and align succession planning with development opportunities for high-potential employees. AI can search for adjacent skills and focus on the potential of each individual applicant or employee. AI can mask individuals' identities and reduce unconscious bias. AI analytics can point to underrepresented groups that drop off within the hiring cycle or the internal promotion process. AI can "learn" diversity metrics to better achieve diversity goals, so long as they're updated, monitored and adjusted regularly.

References and additional resources:



DiversityJobs.com, LatinoJobs.org, OverFiftyJobs.com, DisabilityJobs.net, AsianHires.com, NativeJobs.org, LGBTjobsite.com, VeteranJobs.net, BlackCareers.org and WeHireWomen.com


Trusted by many

“Acuity has made life so much easier for the leadership team!  Having a balanced scorecard is a necessity in our environment.“

- Brandi Stadie, Senior Director of Veyo Contact Center Operations, Phoenix, AZ

“With TouchPoint One's advanced platforms and expertise, we've seamlessly integrated gamification into our performance management, boosting employee engagement and efficiency.“

- Mark Wilson, Chime Solutions CEO

“We are saving ourselves so much time and so many headaches. It is just a better way to work.”

- Tereasa M. Vukanovich, Manager, Regulatory Compliance & Audit

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