When managers are stretched too thin, the cracks start to show – not just for them, but for everyone around them. For frontline workers, this often means unclear expectations, last-minute changes, and a growing sense of frustration. But what does it really feel like on the ground?
We’ve listened to a firsthand account from the frontline.
I remember the exact moment I realised we were on our own. No manager. No leadership. Just a team of exhausted workers trying to hold everything together. At first, we told ourselves we’d manage – pitch in a little extra, get the hours in while we could, cover the gaps, it would be okay as payday would make up for it! But soon, the cracks started showing, the tiredness crept in, and all those extra hours were no longer looking like a perk.
Without a manager, chaos took hold. Tasks that should have been straightforward became tangled in uncertainty. Who do we report issues to? Who signs off urgent decisions? We were doing our best, but without leadership, standards started slipping. We began relying on each other for guidance; each one of us doing what we thought was best. Morale sank. People called in sick – some never came back. Every day felt heavier than the last.
I pushed through, trying to stay strong for my colleagues and the people we care for. But without support, we were barely treading water. The workload was crushing, the stress constant. We weren’t just carers – we were crisis managers, problem solvers, emotional support for each other. And yet, no one was there to support us.
A New Manager – And a Whole New Struggle
Then, finally, we got a new manager. I should have felt relieved, but instead, I saw someone drowning just as we had been. They walked into a storm – backlogged problems, unresolved complaints, a team on the brink of burnout. Instead of leading, they were firefighting. Instead of guiding us, they were overwhelmed.
It wasn’t their fault. The expectations were impossible. One person expected to fix everything overnight – handle compliance, rebuild morale, and somehow know every policy, every regulation, every staff concern from day one. We needed them, but they needed help too.
The Bigger Picture
I see now that this is the cycle – the reason managers leave, why frontline workers burn out, why the system keeps failing. When a manager is missing, frontline staff suffer. When a new manager arrives without proper support, they suffer. And when they leave, it all starts over again.
If we want real change, we need to break this cycle. Support our managers. Give them time to settle in. Reduce the crushing workload. Because when they’re set up to succeed, so are we. And most importantly, so are the people we care for.
The Importance of Listening
Getting honest, unfiltered feedback from frontline workers can be challenging – employees may hesitate to speak up, and valuable insights can get lost in the daily grind. That’s where we come in. As a trusted third party, we specialise in gathering candid feedback from your teams, helping you uncover the real issues affecting retention, engagement, and performance. Our approach ensures anonymity, encourages open conversations, and delivers actionable insights that drive meaningful change.
If your organisation is struggling to connect with its frontline workforce, let us help.
Contact anna.possee@cohesionrecruitment.com to learn how we can bridge the gap and bring employee voices to the forefront.
In our next instalment, we’ll delve a little deeper into the impact of managers on frontline Care and Support Workers.
*Please note: this account was taken independently and is not from an employee of any of Cohesion’s clients or organisations we work with.
