Top takeaways from 100,000 workplace texts
Author: Jaime-Alexis Fowler, Founder of Empower Work
I vividly remember the second person who ever texted us. After chatting about their work issue, they wrote, “this is so amazing! I can’t believe I didn’t know you existed.”
Till then, we hadn’t—and no service like us had either.
Empower Work started with a simple question: what do people need at critical work moments? The outcome of not having support was clear—and I couldn’t let go of the negative impact ripple effect on people across the country, especially those already more vulnerable in the workplace. With 40 million American workers lacking support, exacerbating already record high inequity, there was no time to wait.
After deep user and landscape research, I launched a pilot, and began to build the product—all on the side of my job. With the support of a stellar team, we built a new model—blending tactical and emotional 1-on-1 work support, completely independent from an employer and accessible to workers. We officially launched Empower Work’s confidential text service nationally in 2018.
We’ve now supported people in nearly 50 states across more than 100,000 messages (120,000+ to be precise) and trained hundreds of volunteers in every time zone.
Each message exchange is someone sharing their angst, hurt, frustration, fear, or hope amidst a job shaking moment and a trained peer counselor thoughtfully acknowledging, supporting, and if needed, providing information, in response.
Seeing the cumulative data along with personal stories from people who have used Empower Work, I’m floored. Our timely intervention is leading to demonstrably more positive economic and emotional outcomes for underserved workers after livelihood-threatening experiences.
We’ve learned so much. And we’re just getting started.
Here are a few top takeaways from our first 100,000 messages:
Emotional and tactical support leads to positive outcomes. Over 91% of people say that they felt better and took an action to address their issue. In follow up surveys people report asking for a pay increase and getting it or organizing to report a supervisor for harassment who was then removed.
“I felt like I had been heard. The plan I worked out with the counselor left me feeling more in control.”
SMS works for workers. Texting is immediate, discreet, and familiar. Unlike traditional hotlines, people can connect with a peer counselor via text or web chat from the bus, the break room, under their desk, or in the bathroom without being overheard.
“Empower Work was available to me in a moment’s notice when it started feeling like I was breaking down.”
Job challenges negatively impact mental and physical health. People share the crippling impact of work adversity, forcing them to take unpaid days off or preventing them from getting out of their car in their work parking lot. The weight often comes from financial strain. Over 80% of people we support express concern about their financial security. Peer counselors help workers evaluate their options and find ways to mitigate short and long-term impact of these experiences.
The power of feeling heard. Fear, stress, (lack of) confidence, undervalued, and frustration, are the top five feelings people express when they first reach out. We see sentiment shift as people feel acknowledged. Often, people say this is the first time they’ve felt truly heard.
“Sometimes all you need is someone to listen to you because your thoughts get all muddled and confused when you’re in a negative environment for so long, you start to forget what is normal and what is toxic.”
Human connection is critical. Content on workplace issues abound. Technology can help with reach and scale. A trusted, informed, empathetic person unlocks possibility by partnering to process values, perspective, and what’s at stake.
“Empower Work was there for me when I needed them. There were no long waits, no intake forms, no financial questions. There was a human on the other end of the line who cared. That meant a lot.”
Jobs are at the core of our well-being. Job decision, job search, interpersonal conflict, hours, pay, discrimination, job loss, performance, harassment, and role expectations are the top 10 issues this year. People report a manager being a cause or negative factor in the situation 36% of the time. These issues reflect how central our jobs and the people around us in them are to our economic and emotional wellbeing.
Workers want changes—and are making them. From shifting schedules to unpaid leave to bullying to scraping by while working multiple jobs, people are frustrated by the culture and structure of workplaces. Too often what feels profoundly unfair has little recourse. In our data we see trends in people taking action—and creative solutions that workers share for larger change.
Collective and individual support is imperative. Research shows those with less social capital in their workplaces often face disproportionately negative outcomes. We hear "the only" a lot. In self-reported data, over 75% of people who connect with Empower Work identify as a woman, 52% as a person of color, 18% as LGBTQIA+, and 54% are in the first 10 years of working (from every major industry). Workers who connect with us share the importance of having timely individual support plus a constellation of community—from friends to a community of faith to a union. For those who don't feel they have that, counselors brainstorm ideas and share resources.
“Having a free service like Empower Work has really helped bridge the gap of needing to speak with someone that has been trained professionally (but I can’t afford) and speaking with a family member that doesn’t realize how truly bad a work situation can get.”
Giving back has a positive impact on volunteers and their workplaces. Over 96% of volunteers say they’ve used their Empower Work training in their own workplaces from firehouses to Fortune 500 companies, making them stronger leaders, managers, and co-workers.
“My interactions with Empower Work texters help me grow and learn as a coach. As a senior leader, it’s given me more awareness and empathy for the secret struggles and experiences our team members may be experiencing.”
It’s been incredible to see a question evolve into action, impact, and now a movement. I'm inspired and energized every day by our robust network of volunteers across the country to our community partners who share our vision of keeping people on the pathway to opportunities to our talented board, advisors, and team.
We’re gaining more momentum every day. I'm excited for what’s ahead.
We reached 100,000 in 18 months. We have an ambitious goal: reach a quarter million messages in the next year. With your help—and our incredible community—we can do it.
How you can help
Apply to become a volunteer and join our network of passionate peer counselors.
Bring Empower Work to your community by downloading a poster, saving our number to your phone to easily share (510-674-1414), or sharing us in a private Slack channel or LinkedIn group.
Donate $36, $52 or $118 to keep Empower Work free and accessible to anyone who needs it.
Thank you for helping ensure thousands more workers have an accessible advocate at critical work moments.
* names changed for confidentiality
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