During the COVID-19 pandemic, low-wage public-facing frontline workers (FLWs), such as
grocery store clerks, were required to monitor retail customers and enforce COVID-19
protocols.
OBJECTIVE:
This analysis aimed to examine FLWs experiences of enforcing COVID-19 pandemic
measures.
METHODS:
Between September 2020 and March 2021, in Ontario and Quebec (Canada), we conducted
in-depth interviews about customer-related work and health risks with FLWs who
interacted with the public (n = 40) and their supervisors
(n = 16). Using a lens of situational analysis, verbatim transcripts
were coded according to recurring topics.
RESULTS:
We found that enforcing public health measures placed already-precarious workers in
difficult occupational health circumstances. Enforcement of measures created additional
workplace responsibilities, stress, and exposed them to potentially negative reactions
from customers.
CONCLUSIONS:
Interventions to better support these workers and improved methods of protection are
discussed.
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