[≪ If it's not documented, it's not done ≫: Management indicators of workload can leave women's work invisible]

Historically, eldercare was usually furnished by unpaid women at home. Now that women are in paid work, much of this care is given by personal support workers (PSWs), usually female. With the massive introduction of management indicators in public organisations, a form of organisational silence appears: work is rendered invisible. To examine the mechanism involved, we have observed the work of 37 PSWs in six Ontario residences, and performed interviews. Contrary to the way tasks are assigned, PSW work is often done collectively and documentation requirements are demanding; documenting can even conflict with direct health care. PSWs have insufficient time, so they are sometimes forced to omit data showing the challenges of their work. They thus contribute to a vicious circle where, unable to document the work they do, they lack resources and must skimp even more on documentation.