Purpose This study aims to deepen the understanding of how challenges and enablers influence human resources (HR) officers' practices in promoting the inclusion of employees with invisible disabilities, particularly within the context of New Ways of Working. Design/methodology/approach Semi-structured interviews were conducted with twelve HR officers from eight Swedish municipalities and analysed using a thematic analysis. Findings Hidden challenges, insufficient organisational resources and negative attitudes hindered inclusive efforts. However, inclusive practices involved disability related competencies and strategies, soft skills and creating a safe and inclusive work culture. Work-from-home options for employees with disabilities were seldom considered, and invisible disabilities were viewed as particularly challenging to address. Inclusive HR practices involved trust-building exercises, promoting regular digital check-ins, workshops, films and discussion cards. Practical implications Organisations could benefit from strengthening disability competence among HR professionals to reduce stigma and normalise disabilities, enabling more proactive and supportive work. There is also a need to incorporate disability-related competencies into university-level HR curricula. Further, explicitly integrate work-from-home accommodations into remote work and inclusion policies, ensuring these are implemented and followed up. Originality/value This study contributes new knowledge by addressing the underexplored HR practices of including employees with invisible disabilities, with a focus on New Ways of Working. Based on empirical findings, the study introduces strategies for proactive inclusion. This serves as a valuable resource for policymakers and employers as well as enriching the academic discourse on HR and disability inclusion.