How managers can help frontline workers feel safe on the job

Feeling physically safe at work is a luxury that many 9-to-5 employees often take for granted, but it's one that doesn't necessarily extend to workers in other industries.

More than half of frontline workers feel that the threat of physical harm is on the rise, and 40% claim they are more concerned about personal safety at work than they were a year ago, according to the 2023 Workplace Safety survey from security company Verkada. Nearly half of those frontline workers would quit their jobs if they could afford to, citing threats to their personal safety at work as the reason why. 

"Threats to safety are not just a hypothetical situation," says Jake Stauch, director of product for Verkada. "This is the daily reality for the majority of frontline workers. Employees have faced many situations that they have felt unprepared for, and are calling to employers to address these matters." 

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Approximately 70% of the U.S. workforce is concentrated in frontline jobs, which includes positions in healthcare, retail and customer service. Within these groups, 59% percent of healthcare workers regularly worry about being assaulted at work, while 58% of retail workers are concerned about aggressive behavior from customers and 49% say theft and vandalism are on the rise.

"Frontline workers are regularly in contact with patients, customers and guests," Stauch says. "We hear about them being accosted by irate fast-food customers, aggressive airline passengers and violent hospital patients. It's the main cause of distress." 

While 76% of employers tasked with overseeing these employees have admitted to having to deal with at least one security incident this year, the survey found that 69% of managers still report feeling very safe at work compared to just 37% of employees.

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"This mismatch is a wake up call for employers," Stauch says, noting that one in four individuals admit to turning down a job opportunity due to safety concerns. "Labor shortages have been mounting for frontline jobs, and employers can't afford any preventable attrition." 

A first step for employers is listening to better understand concerns and what solutions might help their people feel safer, Stauch says. Two in three workers want to see increased security measures and strategies put into practice at work, which is possible with existing tools and resources that are available to employers. An example would be adding panic buttons to areas where employees may find themselves alone with customers, and programming those panic buttons to take certain action, whether it's sharing a live video feed with internal security teams, setting off an alarm or immediately alerting law enforcement. 

"Beyond the tools and solutions, employers need to take the time to educate their teams on what steps they are taking to ensure their safety," Stauch says. "Safety shouldn't be a privilege reserved for someone working behind a computer screen."