The unexpected cost of presenteeism in frontline workplaces

Many of us have been there: turning up for work with a cold, a headache, or the kind of fatigue that makes even simple tasks harder than they should be. On the surface, this can look like dedication. In reality, it’s something else entirely — presenteeism.

Unlike absenteeism, where people are physically not at work, presenteeism occurs when employees show up but are unable to perform at their best. It’s a hidden productivity challenge, one that is increasingly common in frontline industries such as Retail, Hospitality, Healthcare, and Aged Care. And while it may not be as visible as absenteeism, the consequences can be far more damaging.

What is presenteeism?

Presenteeism is when employees continue to work while unwell, fatigued, or experiencing stress or burnout, and as a result, they are less productive or more prone to mistakes and safety breaches. In some cases, it can also take the form of “digital presenteeism” — where employees continue to check messages, roster or company updates, emails, or systems outside their scheduled hours, eroding recovery time.

For frontline workers, presenteeism can feel like a safer option than staying home. Concerns about letting colleagues down, being perceived as uncommitted, or losing income often drive people to work when they shouldn’t. The cost, however, is significant — both for individuals and organisations.

Why presenteeism hits frontline workplaces hardest

Frontline work is unique. Unlike many office-based roles, frontline employees are often customer — or public-facing — performing physical or safety-critical tasks. This makes presenteeism particularly harmful in these environments.

Hidden productivity loss

Presenteeism doesn’t show up in attendance records, which makes it harder to track. Instead, it appears as reduced efficiency, slower service, or errors that quietly compound over time.

Safety and quality risks

Working while unwell or fatigued increases the likelihood of accidents, safety breaches, or service errors. In sectors like Healthcare or Manufacturing, these risks can have serious consequences for customers, clients, or patients.

The spread of illness

When employees work through contagious illnesses, it can quickly ripple across a team and has the potential to be devastating for the people under care in industries like Healthcare and Aged Care. This doesn’t just affect productivity — it can also increase absenteeism in the long run.

Impact on morale and turnover

A culture that encourages or normalises presenteeism signals to employees that wellbeing is secondary. Over time, this erodes morale, increases stress, and contributes to higher turnover — challenges already familiar to frontline employers.

What drives presenteeism?

Presenteeism in frontline environments is often the result of systemic and cultural pressures, including:

• Staffing shortages that make employees feel they have no choice but to work while unwell

• Fear of negative perceptions from managers or peers when taking legitimate sick leave

• Financial pressures when leave is unpaid or limited, or paying bills is dependent on undertaking a certain number of shifts

• Team loyalty, where employees don’t want to leave colleagues struggling with gaps in coverage

• Blurred boundaries in a modern workplace where technology makes it easier to stay connected outside of rostered hours

Fighting presenteeism with Humanforce

Presenteeism hides in plain sight. Humanforce’s HCM suite has a number of solutions that can help, outlined below.

Workforce Analytics gives leaders visibility into trends that might otherwise go unnoticed, such as unusual attendance patterns, heightened absenteeism, sudden drops in performance, or clusters of short shifts. With a robust, detailed analytics dashboard, managers can spot problems per employee, role, team, or department, and step in before presenteeism becomes the default.

One major driver of presenteeism is overwork. With Humanforce Rostering & Scheduling, managers can build balanced schedules, forecast demand, and give employees more control over their shifts. Self-service shift swaps, for example, mean someone who’s unwell doesn’t have to soldier through — they can quickly find cover without the guilt. Balanced, equitable rosters are the key to preventing fatigue and burnout, and are simple to visualise and create with Humanforce’s automated and intuitive, drag-and-drop roster builder.

Nobody should feel like taking a sick day requires unnecessary hurdles. Humanforce Leave Management makes it straightforward for employees to check their leave balance and request whatever type of leave is required, if eligible. Because the process is integrated, managers can track patterns and provide support if someone is consistently taking sick leave or leave without pay and may be close to burnout. They can also create rosters that factor in those who have requested leave in advance.

Through pulse surveys, performance check-ins, and self-reporting, Humanforce’s Performance Management and Employee Engagement solutions give employees a safe way to share when they are struggling. For example, by scheduling regular 1:1 catch-ups with staff, managers are given the opportunity to form stronger relationships with employees and to act early, supporting staff proactively instead of waiting until productivity has already fallen.

Frontline teams also need solutions that fit the way they work. With the Humanforce Work App, employees can access rosters, swap shifts, check leave balances, and raise wellness concerns in real time. This level of transparency makes it easier for staff to take time away when needed, without the fear of leaving their team exposed.

Finally, with Humanforce Benefits, some of the financial stresses associated with frontline work can be eased. For example, staff can be given early access to pay to cover unexpected expenses. This in turn might reduce the pressure of taking on shifts when unwell.*

The bigger picture

Presenteeism is more than just employees showing up when they shouldn’t. It reflects deeper cultural and structural issues within organisations. In frontline workplaces, where the margin for error is smaller and the human impact is greater, addressing presenteeism is essential.

Technology alone won’t solve the problem — but combined with a culture that prioritises wellbeing, HCM platforms like Humanforce give organisations the tools to make a measurable difference. By identifying hidden trends, simplifying leave processes, balancing rosters, and empowering employees to speak up, Humanforce helps employers tackle presenteeism at its roots.

*Humanforce Benefits is currently available only to Australian-based customers.

About Humanforce

Humanforce is the all-in-one platform for frontline and flexible workforces, offering a truly employee centred, intelligent and compliant human capital management (HCM) suite – without compromise. Founded in 2002, Humanforce has a 2300+ customer base and over half a million users worldwide. Today, we have offices across Australia, New Zealand, the US, and the UK.

Our vision is to make work easier and life better by focusing on the needs and fulfilment of frontline workers, and the efficiency and optimisation of businesses.

To learn more about how Humanforce’s solution can help automate people processes in your business, please contact us.