Who are essential service workers?
Essential service workers (ESWs) perform critical roles during emergencies and disasters. Their work ensures that infrastructure, supply chains, and public services continue to function.
This category includes:
- Utility workers, plant operators, engineers
- Grocery store workers, food processors, farm workers
- Transportation workers, including truck drivers, rail, bus, air, and boat crews
Put simply, ESWs are the people who keep society running when crises strike.
- Awareness
- Sensitivity
- Knowledge
- Skills
Learning objectives
By the end of this section, you will be able to:
- Recognize how cultural background and biases influence perceptions of ESWs.
- Understand how biases shape assumptions about ESWs’ mental health needs.
- Identify the unique stressors ESWs face during emergencies.
Why this matters
ESWs play a critical role in keeping society running during emergencies, often working under demanding and high-risk conditions. Despite their importance, their contributions are sometimes overlooked, and they may struggle to access the support they need.
Understanding ESWs’ roles in emergencies
ESWs work under intense conditions, often without the same protections or recognition as other front-line workers. Their challenges include:
- High exposure to risk, including health hazards and physical dangers.
- Unpredictable schedules with long, exhausting shifts.
- Limited job security, especially for workers in precarious or low-wage employment.
During the COVID-19 pandemic, grocery store workers faced public hostility, increased workloads, and a lack of clear safety guidelines, which took a toll on their mental health.
Recognizing the impact of social identity in high-stress situations
Social identity—such as race, gender, and socioeconomic background—shapes how ESWs experience crises and seek support.
- Racialized workers may face discrimination or lack of workplace protections.
- Precarious workers (for example, gig workers and temporary employees) may have no access to benefits like sick leave or mental health support.
- Language barriers may prevent some ESWs from accessing emergency resources.
Reflective question
How do the mental health needs of ESWs differ from traditional front-line workers during emergencies?
Learning objectives
By the end of this section, you will be able to:
- Develop an emotional understanding of the mental health challenges ESWs face.
- Recognize how diverse backgrounds and working conditions shape their experiences.
Why this matters
Providing effective support requires a willingness to understand the stress, risks, and pressures that ESWs endure. Many ESWs lack job security, benefits, or proper health protections — making them particularly vulnerable during crises.
Emotional and mental health stressors for ESW
Common stressors include:
- Anxiety and burnout from high exposure and long hours.
- Public aggression, particularly in retail and transportation settings.
- Isolation, especially for long-haul truckers or those in high-risk environments.
For example, grocery store workers reported high levels of stress and fear when dealing with aggressive customers during the pandemic. Many lacked crisis training and were unprepared for extreme hostility.
Cultural sensitivity to mental health disparities in crisis response
Cultural and economic disparities influence how ESWs experience stress and access support:
- Migrant workers may have limited rights or fear retaliation for speaking out.
- Lower-income ESWs may lack financial resources to seek mental health care.
- Language barriers may prevent some ESWs from accessing services.
During the COVID-19 pandemic, many delivery workers faced harassment, lacked health insurance, and struggled to find mental health support.
Reflective question
What emotions and concerns might ESWs experience during crises that are exacerbated by their roles?
Learning objectives
By the end of this section, you will be able to:
- Identify common mental health challenges ESWs face during crises.
- Understand how cultural identity influences their stress, coping strategies, and help-seeking behaviour.
Why this matters
ESWs often face mental health risks that extend beyond the immediate crisis. Recognizing these risks helps ensure they receive meaningful, long-term support.
Mental health challenges among ESWs
ESWs may experience:
- Increased anxiety and depression due to job uncertainty.
- Burnout and exhaustion from overwork and exposure.
- Isolation and loneliness, particularly among gig workers or transport workers.
During crises, many ESWs report feeling invisible or undervalued, despite playing critical roles in society’s survival.
The role of cultural identity in mental health experiences
Cultural identity shapes how ESWs navigate stress and seek support:
- Racialized ESWs may experience discrimination or microaggressions in the workplace.
- Migrant workers may rely on community networks rather than formal healthcare.
- Women in male-dominated roles (for example, transportation) may face additional stress from workplace biases.
Reflective question
Why might delivery drivers or gig workers be at higher risk of isolation and depression during a crisis?
Learning objectives
By the end of this section, you will be able to:
- Apply culturally informed skills to effectively support ESWs.
- Provide compassionate and effective mental health support during emergencies.
Why this matters
ESWs often lack access to traditional support systems. To provide meaningful assistance, you must engage with them in a non-judgmental, empathetic manner while recognizing barriers to care.
Communication skills for crisis support
When interacting with ESWs:
- Use active listening to validate their experiences.
- Respect cultural preferences and language needs.
- Recognize systemic barriers that prevent access to care.
Crisis response efforts should prioritize early intervention and culturally competent communication strategies to reduce stigma and increase engagement.
Building trust and rapport in crisis situations
ESWs may have precarious employment status, be new immigrants, or lack knowledge of available resources.
To build trust:
- Acknowledge institutional mistrust that some workers may feel.
- Ensure services are accessible, including translation and culturally appropriate care.
- Leverage peer support programs tailored to different ESW roles.
Reflective question
How can you build trust with essential service workers by fostering a non-judgmental environment and respecting their diverse backgrounds?