Theme Park Employee Hailed a Hero for Her Response to a Rider Having an Autistic Meltdown

Enter Jen: the REAL superhero of the Amazing Spider-Man attraction at Universal Studios.

“A woman who worked there named Jen came over… no… no, she RUSHED over… and while I frantically kept trying to get him to stand up so he wouldn’t get trampled on by people, she encouraged me to leave him on the floor if that is where he needed to be. Then she did this. She got down on the floor WITH HIM.”

“She rested next to him while he cried his heart out, and she helped him breathe again. She spoke to him so calmly, and while he screamed and sobbed, she gently kept encouraging him to let it all out. She told people to keep on walking around them, so they would stop standing there and staring. And then she told him it was okay for him to be sad and feel this way. She understood. She would feel the same way too. His feelings were validated. And she told him he could lay there with her as long as he needed to until he felt better.”

Lenore says it took about 10 minutes, but eventually Ralph “DID feel better.” And as the two stood up off the floor, Jen told the third grader that he could have anything he wanted from the gift shop up to $50 to help him feel even better.

He chose a small notebook and pen despite Jen’s larger and more expensive suggestions, and all was right in Ralph’s world again.

“He was exhausted and rattled, as we ALL get after one of his rare epic meltdowns. But what a relief it was that it was over. Thanks to Jen, and her knowledge about what to do.”

When Lenore asked Jen how she knew what to do, she explained that all employees at Universal Studios undergo special training on people who are “awesomely autistic” as well as several other special needs, so they can best assist when certain situations arise.

“I hugged her for the LONGEST time… several times, if I’m being honest. And then the entire family left the store and marched straight over to customer relations without a single pit-stop, to sing Jen’s praises.

I showed the sweet woman working there the photos of Jen with Ralph, and she got misty-eyed herself and hugged me. We showed each other our goosebumps on our arms and laughed and hugged yet again. And she ALSO told me how much training they get when it comes to helping people with various special needs.”

Lenore went on to send a shout out to every one of the awesome Universal employees that made their trip an absolute success. And Y’all, there were A LOT of awesome employees throughout their stay.

“A message to all of the people who work at Universal Studios: Please read this and know that my family and I thank you from the bottom of our hearts. I know Ralphie does too. THANK YOU for recognizing that Ralphie is a GREAT kid. A SWEET kid who just struggles with certain things (as we ALL do, neurodiverse or not).

THANK YOU for treating him with SO much kindness and patience. THANK YOU to your supervisors and whomever trained you so well. THANK YOU for paying such close attention. THANK YOU for BEING THERE for us today, and for making us feel like Ralph’s well-being was your top priority. He is OUR top priority because we love him more than ANYTHING and ANYONE, but you all only just met him today. And yet you behaved as if you were family. And we TRULY cannot thank you enough.”

She ended her post saying that despite how exhausted she was from their eventful day, she refused to go to bed until taking the time to celebrate the incredible staff that made their trip truly magical.

“And Mama Jen? We love you most of all.”

In an update to the post, Lenore said they never did get to go on the Spider-Man ride, but they intend to save up and take another trip sometime in the future.

Bri Lamm
Bri Lamm
Bri Lamm is the Editor of An outgoing introvert with a heart that beats for adventure, she lives to serve the Lord, experience the world, and eat macaroni and cheese all while capturing life’s greatest moments on one of her favorite cameras. Follow her on Facebook.

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