Empower Work’s Impact 2020
Rising to Meet People’s Needs
Jobs are central to well-being and opportunity. Yet over 80% of working Americans lack support at critical, often livelihood-altering moments. Since 2018, we’ve been on a mission to change that. To build healthy, equitable workplaces where employees are heard, valued, and empowered.
That vision was challenged throughout 2020. From the COVID-19 pandemic to the horrific murders of George Floyd, Breonna Taylor, and far too many Black Americans to the snowballing economic fallout, this year has laid bare the deep inequities that have existed in our country in such a stark way, and threatened the well-being of millions of people.
Our workplaces fueled either a sense of support or deep strain, with people’s health, economic security, and emotional safety on the line. Over 51% of workers reported worse mental health at work. Women, Black, and Latino workers fared worst of all.
That’s why we’re here. Our impact this year shows the power of providing immediate support at times of crisis for vulnerable workers and building a movement that reimagines workplaces where everyone can thrive.
We believe we must – and we can – radically reshape work. Despite challenges this year, we did just that. We are committed to deepening and expanding our mission in 2021 knowing the urgent needs that will continue.
We fuel change in three key ways:
Direct Service Text Line: We improve well-being for vulnerable workers via our immediate, confidential SMS support.
Movement Building: We improve workplaces as volunteers use their training on the line and in their workplaces creating a ripple effect.
Advocacy & Research: We contribute to systemic change through data and storytelling to inform approaches, training, & policy.
People are better off after our support.
Our goal is that workers who connect with us have improved emotional and economic well-being. We see transformation as conversations unfold, in post-use surveys, and in follow-ups when people write back and share what’s happened.
91.5% of people feel immediately better after a conversation, reporting improved mental health (an increase from 90% in 2019)
94% of people we support say their peer counselor had a strong understanding of their situation
87% of people report they were able to take an action that felt right for them
A few weeks after a conversation, people report feeling, “empowered, relieved, less stressed, unstuck, able to take action.”
We hear from folks who, following a conversation with Empower Work, asked for a pay raise and got it, organized with coworkers for personal protective equipment (PPE), advocated for their right for paid leave, got a new job after a negative work environment without losing pay or having gaps in employment, took steps to report to the EEOC, and perhaps most importantly, felt a sense of resilience, strength, and agency.
“Thank you for this service I had no idea existed. Truly helped me walk through the mental battle I have been in.”
“Just via text, Yan was able to help suss out some stuff behind the work related issues I was having, and gave me some really great ways to work on it as well as applicable advice to my work situation.”
“[My counselor] helped me see things from a different perspective and recognize my power. She also helped me not to run from my situation but stand up for myself.”
Volunteers make workplaces better inside and out.
People are overwhelmingly motivated to become peer counselors because they want to help others. Our unique, 25+ hour, online training, combined with ongoing professional development, offers a powerful way to give back and build skills that have a ripple effect.
90% say volunteering and training have improved work relationships
87% report increased empathy for those in different situations than themselves
74% became more aware of diverse work experiences
82% say volunteering has increased their ability to advocate at work
“[I enjoy] helping someone go from stressed-out to empowered and confident. It’s amazing to see their outlook change over the course of our conversation.”
“The best thing about volunteering for me is that I feel I am learning how to better contribute to society every day by strengthening my communication and listening skills and then hopefully passing them on in my relationships and conversations outside of volunteering.”
“I love seeing a person come into a sense of their own power over the course of a conversation. You can practically feel their mindset shift to one that can help them move forward, and I find that really gratifying.”
Stories, advocacy, and research drive systemic change.
Across 2020, we’ve elevated worker stories to both help people struggling feel less alone and provide context for media including NPR, The Wall Street Journal, and Yahoo News. We’ve shared insights from our data such as our first deep dive into a missing link in the gender pay gap research and trends amidst COVID. We also worked with national organizations, partners, and researchers to contribute to questions like “what does justice look like” and “what are the economic and emotional impacts of gender and sexual discrimination?”
2020 Text Line Trends
This year was record-breaking in many ways. As of December 15, 2020, this included:
45% increase in messages exchanged over 2019
80% completion rate for conversations - up from 76% in 2019.
60 seconds or less the time to connect with a counselor
Busiest times: Mondays 10am-3pm PT, Thursdays 1pm-3pm PT
197% increase in volunteer sign ups
Overall the top issues and emotions stayed stable from 2019 to 2020, with a few exceptions related to COVID, the economy, and systemic racism that was laid bare across communities.
What’s notable: conversations were more extreme and intense. With everything on the line for so many people - their health, their financial security and that of their family, their mental health - and with a repeated sense of lack of resources or support, conversations were achingly more urgent. The increase in completion rates and increase in feeling better after a conversation (from 90% in 2019 to 91.5% in 2020) indicates that our support rose to meet that critical state.
Top Five Issues:
Manager
COVID
Job or Career Decision (note: tripled year over year)
Negative Work Environment
Fear of Job Loss
Top Five Emotions:
Anxiety or Stress (note: tripled year over year)
Confidence
Stuck
Undervalued
Fear
Top Factors Impacting the Person’s Situation:
Financial concerns (note: tripled year over year)
Family
Personal Experience
Gender
Race
Disability
A special note on unemployment
Fear of job loss has been a constant issue, but this fall, we noticed an extraordinary uptick with issues related to unemployment. Unemployment became a top issue in November, specifically around being unable to file, not getting benefits, and being asked to repay PUA. We are seeing a significant gap in both understanding how unemployment works (e.g., who is eligible, where to file), and clarity and accessibility of unemployment systems (e.g., confusing forms, inability to get questions answered about payments, surprising responses that conflict). Overwhelmingly there is a sense that the system is broken with people feeling desperate for help.
“I am at my wits end with my job. I think I am being harassed and it’s a small office, so I feel like if I talk to my manager, she will then talk to one of the individuals that is making it toxic at work for me and things will get worse. I literally came home in tears today because I need this job, but the stress is making me miserable.”
“Last month my parents both got covid and my father was hospitalized - I didn’t take any time off because we had a lot of deadlines but I was really depressed and continued to make mistakes. Because of my performance issues and her unsympathetic responses, I’ve been too nervous to ask for covid leave or mental health leave.”
“I applied for PUA in October after the website finally let me apply. But, it’s just stagnant and saying in progress. The call center said I just have to wait (it’s been 2 mos). My question is, PUA ends at the end of this month. If unemployment hasn’t paid me by then, will they ever?”
“I just don’t know what to do. I’m a single mom I can’t just walk out of a 50 thousand dollar a year job. Its hurts to even type it out. I’ve been keeping it inside for months.”
“My employers are not wearing masks or enforcing masks. I have asked them several times to wear a mask for the sake of our patrons and employees. I work at a restaurant so I find this to be a serious issue. I am also concerned that if I try to go further with it I will lose my job and being denied unemployment….[I just want to get paid and have everyone wear masks.] I guess I can’t make them appreciate me or give me more hours but that would be the ideal outcome. ”
“Money, security, the ability to pay rent and feed my family. Wife and little 4 month baby. That’s why I feel so down. I jeopardized all that with my mistakes at work. Can the company go after me? If I stay will I be bullied because I am at their mercy. Because I messed up and afterwards my voice will [be] buried. They maybe forever watching me and micro managing etc. Or just making it hard for me”
“I lost my brother to violence, dealing with the pandemic, civil unrest (I’m a black woman), attempted suicide, working full time, going to school full time, now dealing with a crazy boss, can’t get any worse I guess?”
Who We Support
Empower Work specifically focuses on reaching and connecting with vulnerable workers, particularly those who are less represented or less resourced in their workplaces. This includes women, people of color, those who are earlier in their time working, and in smaller or more isolated workplaces.
Demographics are self-reported in post-use surveys.
Demographics
78% of those we support identify as a woman
54% of those we support identify as a person of color
14% of those we support identify as LGBTQ
46% are in their first 10 years working, 33% have been in the workforce 10-20 years
Geography
We support people across all 50 states and U.S. territories.
Top Industries
Technology
Health and Human Services
Other (customer services, trucking, delivery driving, maintenance, housekeeping, hospitality, sports, food)
Education
Retail
Service
Professional services
Government
Construction
Manufacturing
91% say they feel better.
80% express gratitude and ask for it to stay free.
93% would recommend Empower Work to a friend.
