Kerry Lewig

THE RELATIONSHIP BETWEEN THE BIG FIVE PERSONALITY FACTORS AND BURNOUT: A STUDY AMONG VOLUNTEER COUNSELORS

In the present study of 80 volunteer counselors who cared for terminally ill patients, the authors examined the relationship between burnout as measured by the Maslach Burnout Inventory (C. Maslach, S. E. Jackson, & M. P. Leiter, 1996) and the 5 basic (Big Five) personality factors (A. A. J. Hendriks, 1997): extraversion, agreeableness, conscientiousness, emotional stability, and intellect/autonomy. The results of 3 separate stepwise multiple regression analyses showed that (a) emotional exhaustion is uniquely predicted by emotional stability; (b) depersonalization is predicted by emotional stability, extraversion, and intellect/autonomy; and (c) personal accomplishment is predicted by extraversion and emotional stability. In addition, some of the basic personality factors moderated the relationship between relative number of negative experiences and burnout, suggesting that personality may help to protect against known risks of developing burnout in volunteer human service work.

Emotional dissonance, emotional exhaustion and job satisfaction in call centre workers

The rapid rise of the service sector, and in particular the call centre industry has made the study of emotional labour increasingly important within the area of occupational stress research. Given high levels of turnover and absenteeism in the industry this article examines the emotional demands (emotional labour) of call centre work and their relationship to the job satisfaction and emotional exhaustion in a sample of South Australian call centre workers (N = 98) within the theoretical frameworks of the job demand – control model, the effort – reward imbalance model, and the job demands – resources model. Qualitatively the research confirmed the central role of emotional labour variables in the experience of emotional exhaustion and satisfaction at work. Specifically the research confirmed the pre-eminence of emotional dissonance compared to a range of emotional demand variables in its potency to account for variance in emotional exhaustion and job satisfaction. Specifically, emotional dissonance mediated the effect of emotional labour (positive emotions) on emotional exhaustion. Furthermore emotional dissonance was found to be equal in its capacity to explain variance in the outcomes compared to the most frequently researched demand measure in the work stress literature (psychosocial demands). Finally, emotional dissonance was found to exacerbate the level of emotional exhaustion at high levels of psychosocial demands, indicating jobs combining high levels of both kinds of demands are much more risky. Future theorizing about work stress needs to account for emotional demands, dissonance in particular. Potential ways to alleviate emotional exhaustion due to emotional dissonance is to reduce other psychosocial demands, increase rewards, support and control as conceptualized in the JDR model. Ways to boost job satisfaction are to increase control, support, and rewards.

Integrating strategies for delivering evidence-informed practice

The need for policy and practice to be informed by a high quality evidence-base has been widely recognised. However, there are many barriers to overcome in order to realise this goal. This paper describes a conceptual framework for understanding the drivers of policy and practice in the child and family welfare sectors and profiles strategies being employed across Australia to facilitate evidence-informed practice.

The Planets Aligned: Is Child Protection Policy Reform Good Luck or Good Management?

Abstract Governments across Australia are struggling to address escalating child protection notifications, a marked increase in the number of children in State care, a decrease in the number of foster carers and chronic workforce shortages in child welfare services. This paper explores the reform process that culminated in the proclamation of the Victorian Children, Youth and Families Act, 2005 and represents an aspect of the response in Victoria to these wider issues. It explores the history of the reform from the perspective of key actors from government, non-government sectors and academics who participated in the process. The paper explores the “ingredients of social policy reform” and how the change process was managed in Victoria. It does not seek to evaluate the reform but rather to understand the complex processes through which a propitious moment for reform was both seized and constructed.

The role of research in child protection policy reform: a case study of South Australia

Abstract Governments across Australia are struggling to address escalating child protection notifications, increasing numbers of children in state care, decreasing numbers of foster carers and chronic child welfare workforce shortages. The complex social problem of child abuse and neglect has a high media profile, and policy reform in such a politicised domain poses many challenges. What role does research play in the process of child protection policy development? Using recent child protection reform in South Australia as a case study, this paper analyses primary documentary sources and in-depth interviews with key actors to explore this issue.