Improving Work Organization to Reduce Injury and Illness: Social Services, Stress, Violence, and Workload
| Principal investigator(s): | Donna Baines
(McMaster University) |
| Co-investigator(s): | Wayne Lewchuk (McMaster University); Anthony Pizzino, Margot Young (Canadian Union of Public Employees); Antti Saloniemi (University of Tampere [Finland]); Anne Sylvia Brooker (Institute for Health and Society) |
| Sponsoring Institution: | McMaster University |
Objective
The objective of this study was to undertake an exploration of work organization in a subsection of the social services sector — the developmental services sector — to better understand the connections between work organization, work demands, control of work, and workplace supports.
Method
Three intensive case studies were undertaken in three very different agencies, employing a total of 219 full-time, 260 part-time and 30 casual front-line staff, and providing service to over 1150 clients. The case studies involved in-depth interviews with workers and management, on-site observations and a close review of agency documents and records pertaining to health and safety.
Results
Developmental workers face high levels of stress and violence in their jobs as well as health risks associated with heavy workloads and low control of work pace and processes. The data indicate that workload has increased in all three agencies. Managers and workers agreed that decreased funding has led to changes that have harmful health effects on everyone in the workplace — managers, workers, and clients. Changes in staffing patterns such as the increased use of part-time, split shift and casual workers rather than full-time seems to disrupt vulnerable clients and create the conditions under which violence is a likely occurrence. In addition to injuries associated with violent outbursts, workers reported stress related symptoms such as headaches, fatigue, stomach disruptions, insomnia, depression, high blood pressure and various body pains.
Consistent with studies in Europe, workplace bullying of staff by management and by other staff emerged as a central issue in one of the study sites. European studies show that bullying work environments produce more work-related stress than all other work-related stressors put together. Bullying or traumatic workplaces are costly and debilitating place to work or to provide services. Organizations can expect to lose considerable work time and compensation, management time and legal costs, as well as an increasing number of civil suits as workers experience serious health concerns such as post-traumatic stress disorder, major depression, chronic fatigue syndrome, and suicidal feelings.
Conclusions
The restructuring of services in this sector appears to have increased workloads and the health risks associated with over work and burn out. It has also exposed workers and clients to higher levels of stress and violence.
Publications
Baines, Donna (2004), "Losing the ‘Eyes in the Back of our Heads’: Social Service Skills, Lean Caring, and Violence." Journal of Sociology and Social Welfare 30(3):31-50.
For more information: bainesd@mcmaster.ca
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