Neuro divergent team member
I am backfilling in a leadership role (APS 5). We are a combination of F2F and back of house. Most people prefer working F2F.
I was told to schedule certain people more to F2F because they their productivity so much better when they work F2F. It's mostly been fine.
There is a team member Sam who is starting to complain about it...constantly. Though I don't have a diagnosis, Sam appears to be on the spectrum. Looking at his behaviour and mannerisms makes it obvious. Sam doesn't like he was overlooked and that I was stepped up. He does have a big ego and thinks he is the agency's saviour.
Sam and I usually get along well. I muck around with him and am a bit of a smartass to him but he knows I joke around - I make sure he is comfortable and he doesn't take what I say to heart. I think he appreciates that I talk to him like I talk to everyone else and I make him laugh at my dickheadedness.
The issue is Sam wants to be F2F more but the management don't want him there. While he has a comprehensive knowledge of policies and procedures, his communication skills are a problem. He may be with a customer and he talks to himself, he doesn't look at them in the eye, he uses jargon and they don't understand. The notes he leaves are terrible grammatically and spelling wise. Sometimes I have had to ask him to explain his notes when I am working on a customer's record. He once gave advice to a person about the medication they were on. Myself and another colleague were horrified, and we called a team leader while I sort of distracted him and took over. I was still a 4 when that happened. He didn't understand why that was completely inappropriate. Another time while he was serving a pensioner they started to feel faint and asked for a glass of water - he refused to get it. Luckily someone next to him overheard and helped the pensioner. His response: "when I was in hospital no-one here helped me".
When he is back of house he is an absolute gun. He has one of the best stats in the office. So obviously management want him at the back because he is good at it and keeps out of trouble at F2F.
I have been scheduling him for minimal F2F sessions and he wants to know why, He said he thinks I'm picking on him. I have alluded that I'm catering to his strengths and that some people are better suited to F2F but he doesn't think I'm being fair. I am not putting him less at F2F than previous leaders. I told my TL about Sam's concern and he thinks I am doing the right thing.
I just feel bad for him. But what do I do? How do I tell someone that their autism/neuro divergence makes them a risk when working F2F? I'm a pretty direct person and will call a spade a spade but the last thing I want is to shatter or hurt this kid...but he deserves to know the truth...right?