School of Public Health Sciences, University of Waterloo, Ontario, Canada.
Institut de recherche Robert-Sauvé en santé et en sécurité du travail, Montréal, Québec, Canada.
Work. 2024;79(2):661-672. doi: 10.3233/WOR-230315.
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.
This analysis aimed to examine FLWs experiences of enforcing COVID-19 pandemic measures.
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.
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.
Interventions to better support these workers and improved methods of protection are discussed.
在 COVID-19 大流行期间，低工资面向公众的一线工人（FLW），如杂货店店员，被要求监测零售客户并执行 COVID-19 协议。
本分析旨在研究 FLW 执行 COVID-19 大流行措施的经验。
在 2020 年 9 月至 2021 年 3 月期间，在安大略省和魁北克省（加拿大），我们对与公众互动的 FLW（n=40）及其主管（n=16）进行了关于与客户相关的工作和健康风险的深入访谈。使用情境分析的视角，根据反复出现的主题对逐字记录进行编码。
我们发现，执行公共卫生措施使已经不稳定的工人陷入了困难的职业健康环境。措施的执行增加了额外的工作责任、压力，并使他们面临来自顾客的潜在负面反应。
讨论了支持这些工人的干预措施和改进的保护方法。
