We've exchanged nearly 200,000 messages with U.S. workers since March 2020. Here's what we've learned.
As we recognize Labor Day 2021, 18 months have passed since the COVID-19 pandemic emerged across the world and upended workplaces here at home.
At Empower Work, we talk directly every day with workers who reach out for support in moments of distress—and we’ve exchanged nearly 200,000 messages since March 2020.
We’ve heard from factory workers and teachers, truck drivers and store managers, house cleaners and legal assistants, nurses in COVID units and home health aids, security guards and restaurant workers. Over 78% of people we support identify as women, 52% as people of color, and 17% as LGBTQIA; additionally, 54% are in their first 10 years of working. Many of those we support are in workplaces with fewer than 50 people. Overwhelmingly, those who connect with us express financial vulnerability, with more than 40% in lower-wage jobs.
Through thousands of vulnerable moments shared, we have a unique view into what people are facing at work.
Across sectors, people are exhausted. Nearly everyone is facing complexities of financial strain, health concerns, and struggles to keep their families safe and taken care of. Many people who have reached out to Empower Work have described their mental state as bending so much they’re snapping.
Things may be looking up in some ways—unemployment has been trending down, though slower than expected near Labor Day—but for American workplaces as a whole, and particularly for hard impacted communities including Black and Latinx workers, we have a long road to recovery ahead of us.
At Empower Work, we have the unique opportunity to listen to the trends we’re hearing from workers, learn from them, and take action to change systems as a part of COVID recovery so all workers can thrive.
What we’ve learned from nearly 200,000 messages
Here’s what we’ve learned from deeply connecting with people at their hardest moments, and what we can collectively do about it to ensure everyone has the opportunity to thrive at work.
COVID is still here—and it’s shown how our system doesn’t work for workers
The COVID-19 pandemic has exacerbated the sense that our system doesn't work for people.
We hear from workers across industries who are feeling deeply unvalued and unappreciated, or feeling like their employer treats them as though they're not human.
Safety concerns at work are a significant reflection of this. In recent weeks, as the new Delta variant has spread rapidly, many workers are once again worried about safety protocols—or the lack thereof—at work. We’ve heard from many who feel like their employer is putting their own bottom line ahead of employee concerns.
Texters have shared:
“[My employer’s] lack of response has left me very vulnerable and afraid for my safety.”
“I know this is scary & people are just acting like it's just gone away & unfortunately that isn't the case[...] I know it is not my direct boss's fault. He is only doing what corporate tells him to do & he can't really change that. I just don't want to lose my job. [...] I just care about everyone's health & safety.”
Constantly worrying about whether you or your loved ones are safe takes a toll. More people than ever are feeling isolated and unsupported at work, and have real fear about potential consequences.
"It just hurts not to be appreciated or treated like a person after you've put so much time into a place."
"I have to be [resilient]. My biggest fear is being homeless. I am limited for jobs and work insecurity. I am very dyslexic. I don't have family or support. I'm on my own."
Systems of support for information and recourse—from the ability to raise a complaint internally, to filing a complaint and seeing action taken, to having safety procedures that are clear and enforced—are failing workers.
People are struggling with economic fear and stress
The upheaval of the past 18 months has taken a huge economic toll on many families. We hear from texters who are fearful of the economic implications of losing their jobs, others struggling to make ends meet financially, and others who feel like they have to compromise safety to keep their job.
Many, like this texter, have shared their fear of economic precarity:
“I was informed that I will be laid off from the company I have worked at for 10 years. I am scared that my skills are not transferable to one role. Also feel confused as to what direction to go and scared I won't find a job.”
Others struggle with the financial ramifications of staying in a toxic situation. One texter reached out to talk through whether to stand up for themselves in a toxic environment or leave:
“Every morning I wake up happy. Then when it's time for work, I feel sad and I feel owned, and then I get verbally abused at work and my health is put at risk [...but] I'm scared to lose my only income."
Despite some initiatives to support workers, like increased unemployment benefits, child tax credits, and eviction moratoriums, people across the U.S. are still feeling severe economic strain—which is impacting mental and emotional health.
More than 51% of workers report worse mental health during COVID. We see people unable to sleep, eat, overwhelmed at the idea of going to work, and struggling to cope.
Existing workplace challenges are still present—and workers don’t know where to turn
Against the backdrop of a global pandemic, all of the existing challenges people face at work—harassment, discrimination, bias, bullying, challenges with managers—are still a part of too many people’s day-to-day experiences. And for many workers, they don’t know where to turn for support.
Texters have shared:
“I'm angry, disgusted in myself and the world. I've been going to school for a year and a half to better myself. I lost my sister a couple a months ago and her son before that. I was in an accident and had to have surgery. All while trying to keep ahead of the harassment. I asked them for help. I got fired instead."
"I love my job, and I am good at it. I just don't find the treatment I am being forced to succumb to even the least bit acceptable. When they called my integrity into question, I spent hours crying, stressed over coming to work today. I have a disability. To have my employer make a mockery of it as well as my integrity is humiliating [...] the ridicule is enough to crush one's spirit.”
"I'm having an issue with my employer and I want to report them, but I'm not sure where I would even report them to."
So much of what we hear from texters is deeply unfair, but oftentimes not technically unlawful. Even when unlawful, the barriers to report and have action taken can feel insurmountable. Cumulatively, it can leave people feeling like there is a vacuum of support.
Additionally, because of the mental health toll of the last year and a half, nearly all of the people we hear from who are struggling—understandably—have much less bandwidth to have patience, think creatively, and respond productively.
The good news is that, through the nearly 200,000 messages we’ve exchanged, we’ve seen the power of humanity.
What we all can do about it
There are huge systems at play, and seeing and experiencing the interlocking layers of these systems can feel overwhelming. Yet at the core, what we each have control over is our own humanity. We can control our actions. We can control how we respond to one another, how we listen to, care for, and respond to one another. We can control how we acknowledge the challenges others are facing. We can share accessible resources and information. And these actions can have a significant impact.
This is the approach we take at Empower Work.
The Empower Work approach works
People reach out to Empower Work in moments of crisis. By asking deep questions, validating powerful emotions, and holding each person with unconditional respect, our trained peer counselors provide emotional and tactical support to ensure people feel heard and valued.
Here’s some of the feedback we’ve received from people after their conversations with peer counselors:
"My peer counselor was very understanding, compassionate, observative, and helpful. Questions were personal without being invasive, and structured to promote reflection and enable me to determine next steps."
"I don't know what I would have done had I not reached Kyle [the peer counselor] when I did. He responded so quickly and the guidance was so amazing. I couldn’t have asked for better support. Approaching it, I wasn't sure what to do. Kyle helped me do two things: 1) helped me feel I was empowered, heard, that I had a voice and 2) it helped me let go of the end result. The end result wasn’t whatever their reply to my response, that wasn’t where my goal was. I spoke up for myself, this is me, this is who I am. My goal was finding my voice. And I did that."
“Thank you for being so positive and encouraging. I'm realizing when we don't feel so alone when we are struggling it makes it a little easier to have self compassion. You are amazing. Thank you. We can do this!!!! :)”
“Thank goodness this platform exists!”
The isolation many are experiencing right now makes this connection even more important. Validation, empathy, reframing, and shifting to positive action we can control can have a huge impact. Combining this with accessible resources, like information on how to file for unemployment, look for a job, or get access to a Legal Aid attorney or relief for bills, is transformative. We believe everyone should have access to that level of support in their workplace.
This work is fueled by our incredible peer counselors. We train volunteers across the country in specific skills to listen deeply, understand what’s at stake for someone, and work with them on a path forward, including sharing accessible resources if needed.
In addition to helping people in the moment, volunteers use their skills in their workplaces, impacting an additional 20,000+ people. Over 82% say volunteering has increased their ability to advocate at work, and 90% say it has improved their work relationships.
While many of the themes we saw from our first 100,000 messages remain true and have become even more pronounced in the last 18 months, we also continue to see that one of the biggest positive impacts comes from listening to those around us, asking powerful questions, and reflecting that we care.
You can help
We each have the power to affect change in our workplaces and communities. If you’d like to contribute to building healthier, more equitable workplaces, there are five key actions you can take right now:
Share the text line with someone who needs it. Trained peer counselors are just a text away at 510-674-1414. Share Empower Work via SMS, social media, and more.
Become a trained peer counselor. Our volunteer peer counselors make Empower Work possible. Learn more about the training here to give back and build professional skills.
Bring the training to your company. You can take the training individually or with a team to learn and implement the skills of deep listening and support in your own workplace.
Explore our blog for helpful tips and resources based on recent trends, and share what resonates on social media.
Donate. Every dollar helps us reach people in moments of crisis so they have the support they need.
Together, we can work together to create workplace cultures where everyone can thrive.
