Occupational pressures of frontline workers enforcing COVID-19 pandemic measures in Ontario and Quebec, Canada

BACKGROUND: 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.