Professional Documents
Culture Documents
DOI 10.1007/s10896-007-9103-1
Abstract Job stress, perceived social support, coping selfefficacy, and coping strategies were studied as predictors of
emotional exhaustion and reduced personal accomplishment among a sample of 123 female shelter workers.
Overall, these workers did not meet the collective criteria
for burnout as defined by Maslach and Jackson (1986) and
perceived social support and coping strategies did not
account for unique variance in the prediction of emotional
exhaustion and reduced personal accomplishment. Rather,
high levels of time pressure and low levels of self-efficacy
for being productive at work were identified as predictors
of emotional exhaustion. Personal accomplishment was
predicted by time pressure and robust levels of self-efficacy
for dealing with stressors at work.
Keywords Job stress . Social support . Coping . Burnout .
Self-efficacy . Shelter workers
Professional burnout is a syndrome that affects employees
in all occupations, but is especially prevalent among human
service workers (Farber 1983; Thornton 1992). An individual suffering from burnout may experience physical
exhaustion, fatigue, feelings of helplessness and hopelessness, a negative attitude towards work, life, and other
people, insomnia, alcohol and drug abuse, marital and
family problems, and in the most extreme cases, even
suicide (Maslach and Jackson 1986; Moore and Cary 1996;
Naisberg-Fenning et al. 1991; Yaniv 1995). Organizational
effects include increased absenteeism, turnover, low morale, inefficiency, increased number of sick days taken,
more frequent tardiness, and early retirement (Farber 1983;
Maslach and Jackson 1986; Naisberg-Fennig et al. 1991;
Turnipseed 1988; Yaniv 1995). Because of the potentially
devastating effects of burnout on individuals and organizations, further research on how to predict, prevent, and
alleviate its effects is needed. Thus, the purpose of this
study was to investigate the presence (and potential
predictors) of burnout in a sample rarely studied, ethnically
diverse shelter workers in a large metropolitan area where
resources for clients are severely limited.
Burnout has been conceptualized as a form of psychological distress related to work that is composed of three
factors: emotional exhaustion, depersonalization, and feelings of low personal accomplishment (Maslach and Jackson
1986). Emotional exhaustion is operationalized as feeling
emotionally drained and depleted. Depersonalization refers
to feeling emotionally distant from ones clients, and low
personal accomplishment entails not meeting ones workrelated goals. Burnout often develops in response to chronic
occupational stress (Maslach and Jackson 1986), in particular when efforts at work yield outcomes that are
incongruent with the outcomes expected (Farber 1983).
Stress has been defined as a particular relationship
between the person and the environment that is appraised
by the person as taxing or exceeding his or her resources
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Participants
One hundred and seventy-three shelter workers employed
in nine Washington, DC and Baltimore area womens crisis
shelters were invited to participate in this study and 128
completed the survey (a return rate of 74%). Forty-five
percent of the sample worked at the largest of the
participating shelters, while the eight smaller shelters each
contributed between 10 and 3% of the sample. The majority
of the sample was female (94%), with 4% male and 2%
unknown. The male participants were excluded, thus the
data from 123 participants remained in this sample. The
sample was predominantly African American (52%), with
37% Caucasian, 4% Hispanic, 2% Biracial, 3% other, and
2% who did not indicate their ethnicity. The participants
mean age was 36.97 (SD=9.48), and the average number of
months employed in shelters was 71 (SD=56.5).
All participants were workers who had direct contact
with the women and/or the children who seek shelter
services. Eighty-three percent of the participants worked at
shelters specifically addressing the needs of battered
women and their children, while 17% worked at homeless
womens shelters where a high percentage of the women
had experienced violence. Eighty-five percent of the
employees reported working full-time, while 14% indicated
that they were part-time employees (1% did not report their
employment status).
Procedure
Ten executive directors of organizations working with
women in crisis were contacted to participate in this study,
and nine of the executive directors agreed to participate.
Directors at five of the nine participating shelter organizations, including the largest participating organization,
gave permission to have the researchers introduce the study
and distribute surveys during staff meetings. Seventy-nine
percent of the sample was comprised of participants from
these five organizations. At these meetings, the researchers
either waited while participants completed the questionnaires or returned to the organization to collect the packets
in approximately one week. Some participants from these
shelters chose to send completed questionnaires back via
postal mail.
Measures
Occupational Stress To measure occupational stress, several scales from the Job Stress Index (JSI: Smith and
Sandman 1988) were used. The measure consisted of 11
scales and a total of 82 items. Four subscales measuring a
particular type of occupational stress were chosen for this
study because Brown and OBrien (1998) found that they
were positively correlated with emotional exhaustion and
depersonalization among shelter workers.
The Red Tape subscale assessed stress related to
mandatory procedures and strict regulations on the job (e.
g., too many rules and regulations). The Physical
Demands and Danger scale measured stress related to
uncomfortable or harmful working conditions (e.g., dangerous working conditions). The Time Pressure scale was
defined as stress associated with inadequate amounts of
time to finish work or as having too much work to do (e.g.,
too little time to think and plan). The last scale, Lack of
Achievement, referred to stress connected with feeling that
the results of ones work are not seen and ones abilities are
not adequately used at work (e.g., no sense of accomplishment). Smith and Sandman (1988) reported alpha
coefficients of 0.82, 0.79, 0.89, and 0.68 for these
subscales, respectively.
Participants responded to each item by indicating the
degree to which they experienced each form of stress at
work including (N) No, it does not describe my job, (S)
Sometimes describes my job, or (Y) Yes, it describes my
job. In scoring the items, responses were coded N=1, S=2
and Y=3. Because of an error in constructing the survey for
this study, each of the four scales did not include one item
from the original JSI, such that the Red Tape scale
contained 7 instead of 8 items, the Physical Demands and
Danger scale included 8 of the 9 items, the Time Pressure
scale consisted of 12 of the 13 items, and the Lack of
Achievement scale contained 6 of the 7 items. To ensure
that each scale had the same weight and same range of
scores, scale scores were obtained by summing the items on
the scale and then dividing the scale sum by the number of
possible points for that scale and multiplying by 100. High
scores indicated high levels of stress.
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Results
Preliminary Analyses
The means, standard deviations, possible ranges, and
internal consistency reliability estimates were obtained for
all variables (see Table 1). The Depersonalization scale
(MBI-HSS; Maslach and Jackson 1986) was used for
descriptive purposes only due to the low reliability estimate
obtained with this sample. Correlations between the
variables are reported in Table 2.
A significance level of p0.01 was chosen for this study.
A multiple analysis of variance (MANOVA) revealed no
significant differences among participants regarding type of
shelter (battered womens vs. homeless womens), testing
procedure (meeting vs. no meeting), and part-time versus
full-time status on the variables. An examination of Pillais V
indicated differences among individuals of different ethnicities [F(56, 408)=1.78, p=0.001]. Post hoc comparisons
revealed small differences on only 4 of 14 variables (social
integration, guidance, time pressure, lack of achievement).
Thus, the sample was collapsed for further analysis.
Description of Sample
Shelter workers in this study reported experiencing stress
related to time pressure and dealing with red tape. Low
Mean
Standard
deviation
Occupational stress
Red tape
55.90
17.05
49.22
12.65
61.63
16.85
Lack of achievement
46.34
12.30
13.46
2.17
Social integration
12.24
1.96
Reassurance of selfworth
Guidance
13.21
2.01
12.64
2.33
32.49
4.34
71.07
7.10
11.71
2.90
18.16
2.71
18.23
4.82
37.22
10.38
4.09
6.89
Coping self-efficacy
Generalized selfefficacy
General self-efficacy
Coping strategies
Emotional and
instrumental support
Active coping and
positive reframing
Burnout
Emotional exhaustion
Depersonalization
Personal
accomplishment
Range
33.33
100.00
33.33
91.67
33.33
97.22
33.33
77.78
4.00
16.00
6.16
16.00
4.00
16.00
4.00
16.00
Alpha
0.82
0.72
0.91
0.65
0.68
0.65
0.67
0.75
20.00
40.00
48.10
85.00
0.87
4.00
16.00
11.00
24.00
0.82
043.00
018.00
16.00
47.00
0.76
0.68
0.87
0.52
0.68
levels of stress were found regarding encountering uncomfortable or harmful work conditions, and feeling a lack of
achievement at work. Shelter workers had moderate levels
of self-efficacy for dealing with stressors at work. On
average, they received social support in the workplace and
often used active coping, planning, and positive thinking to
cope. They also regularly sought instrumental and
emotional support.
In terms of burnout, overall, this sample of workers was
low to moderately emotionally exhausted, reported low
levels of depersonalization, and exhibited high levels of
personal accomplishment. Using the Maslach and Jackson
(1986) operationalization of burnout for social service
workers, this sample, on average, exhibited lower emotional exhaustion and depersonalization, and higher personal
accomplishment than were required to meet the standards
of even average levels of burnout. However, some
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Table 2 Bivariate correlations for measured variables
1
Occupational stress
1. Red tape
2. Physical demands and danger
3. Time pressure
4. Lack of achievement
Perceived social support
5. Reliable alliance
6. Social integration
7. Reassurance of self-worth
8. Guidance
Coping self-efficacy
9. Generalized self-efficacy
10. General self-efficacy
Coping strategies
11. Emotional and instrumental
support
12. Active coping, planning and
positive reframing
Burnout variables
13. Emotional exhaustion
14. Personal accomplishment
1.00
0.39*
0.59*
0.42*
1.00
0.42*
0.39*
1.00
0.18
1.00
0.17
0.21
0.14
0.24*
0.23*
0.11
0.24*
0.27*
0.10
0.08
0.10
0.22
0.20
0.25*
0.20
0.27*
1.00
0.55*
0.60*
0.60*
0.09
0.03
0.07
0.10
0.18
0.18
0.04
0.10
0.19
0.12
0.06
0.08
0.18
0.15
0.36*
0.01
0.06
0.05
0.09
0.42*
0.09
0.29*
0.02
1.00
0.58*
0.59*
10
11
12
1.00
0.55*
1.00
0.20
0.01
0.19
0.09
1.00
0.48*
1.00
0.29*
0.26*
0.31*
0.03
0.06
0.04
0.05
0.07
0.04
0.37*
0.30* 0.30*
0.06
0.22
0.17
0.13
0.12
0.09
0.18
0.03
13
14
1.00
1.00
0.12 1.00
0.20 0.01 1.00
N=123
*p<0.01
participants were experiencing work-related distress. Twenty percent of the participants suffered from levels of
emotional exhaustion high enough to meet standards of
high burnout, while 12.2% of the sample exhibited levels
of depersonalization severe enough to meet high burnout
requirements. In addition, 12.2% of the participants
experienced lack of personal accomplishment to the degree
low enough to meet the high burnout criteria. Finally, only
0.8% of the sample (i.e., one person), scored high enough
on emotional exhaustion and depersonalization while at the
same time scoring low enough on the personal accomplishment scale to be labeled highly burned out. Four percent
of this sample met the criteria for moderate levels of
burnout and 27.6% could be labeled as experiencing low
levels of burnout. The remainder (67.5%) did not qualify
for the overall label of burnout as defined by Maslach and
Jackson (1989).
Prediction of Emotional Exhaustion and Personal
Accomplishment
Two stepwise multiple regression analyses were computed
to assess the proportion of variance accounted for by stress,
social support, coping self-efficacy and coping strategies in
the prediction of emotional exhaustion and personal
accomplishment (see Tables 3 and 4). In each equation,
the stress variables were entered first into in a block to
control for levels of stress experienced by the shelter
SE B
0.24
0.07
0.14
0.02
0.06
0.06
0.08
0.08
0.38*
0.12
0.17
0.02
0.19
0.10
0.11
0.02
0.40
0.06
0.06
0.07
0.07
0.11
0.31*
0.16
0.13
0.02
0.27*
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Table 4 Summary of hierarchical stepwise regression analysis for
variables predicting personal accomplishment (N=123)
Predictor
Model 1a
Time pressure
Red tape
Lack of achievement
Physical demands and danger
Model 2b
Time pressure
Red tape
Lack of achievement
Physical demands and danger
Generalized self-efficacy
SE B
0.09
0.06
0.14
0.04
0.05
0.05
0.06
0.06
0.22
0.15
0.24
0.07
0.12
0.07
0.13
0.04
0.60
0.04
0.04
0.05
0.05
0.13
0.30*
0.16
0.23
0.07
0.38*
Discussion
The results of this study suggested that this sample of
employees who work with women in crisis in the
Washington, DC and Baltimore areas were not burned out
as defined by Maslach and Jackson (1986). On average,
they exhibited moderate levels of emotional exhaustion,
low levels of depersonalization, and moderate levels of
personal accomplishment. These findings were similar to
the results of the study of shelter workers in the Midwestern
USA (Brown and OBrien 1998), in Texas (Baird and
Jenkins 2003), and in Israel (Dekel and Peled 2000).
Shelter workers may consistently fail to meet the criteria for
burnout because of their feelings of personal accomplishment related to their work helping women and children in
crisis. However, they do report some psychological distress
nonetheless. Interventions are needed to assist employees
who cannot be labeled burned out but are demonstrating
high levels of emotional exhaustion coupled with high levels
of depersonalization (even in the presence of strong feelings
of personal accomplishment) as the behaviors associated
with emotional exhaustion and depersonalization could be
problematic to the worker, clients, and organization.
One difference between the findings of the present study
versus the Brown and OBrien (1998) study was that the
workers in the present study displayed very low levels of
depersonalization; they not only experienced their work as
valuable and satisfying, but also felt connected to their
clients. Perhaps the shared struggle for access to limited
resources could create feelings of closeness between the
women in crisis and shelter workers. In addition, the shelter
workers in this study may have had considerable empathy
for the clients given their myriad concerns (e.g., poverty,
chemical addiction, mental illness) whereas most of the
clients in the Brown and OBrien study struggled mainly
with domestic violence and did not experience the poverty
and history of trauma often noted among the clients of the
workers in this sample.
Overall, as a group, the stress variables accounted for
variance in emotional exhaustion and personal accomplishment. Specifically, stress associated with inadequate
amounts of time to finish work or as having too much
work to do contributed to the prediction of both emotional
exhaustion and personal accomplishment. Time pressure
may force workers to perform at a very fast pace and not
take breaks, which may cause workers to feel overwhelmed. Time pressure concerns also may be com-
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