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Supervisor support and emotional labor in the context of client aggression

Author

Listed:
  • Lamothe, Josianne
  • Geoffrion, Steve
  • Couvrette, Amélie
  • Guay, Stéphane

Abstract

Because of the nature of their mandate, child protection workers (CPWs) are at risk of experiencing physical and psychological forms of aggression at the hands of service users. For this reason, it is important that CPWs receive the support they need to ensure their resilience. This study sought to analyze how CPWs seek, receive, and perceive the support from their supervisors after experiencing service user aggression. Researchers interviewed 30 CPWs at three different time points (less than 1 month after the aggression, and then 2 and 6 months later) to assess how their needs for support evolved over time and how supervisors adapted in response. Researchers identified three dimensions: 1) receiving proactive and urgent care;2) making sense of the aggression together; and 3) building a relationship of trust. Findings suggest that supervisor support efficacy is greatly influenced by the quality of the supervisor/CPW relationship.

Suggested Citation

  • Lamothe, Josianne & Geoffrion, Steve & Couvrette, Amélie & Guay, Stéphane, 2021. "Supervisor support and emotional labor in the context of client aggression," Children and Youth Services Review, Elsevier, vol. 127(C).
    • Handle: RePEc:eee:cysrev:v:127:y:2021:i:c:s019074092100181x
    DOI: 10.1016/j.childyouth.2021.106105
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    References listed on IDEAS

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    1. Brian Littlechild & Susan Hunt & Chris Goddard & Judy Cooper & Barry Raynes & James Wild, 2016. "The Effects of Violence and Aggression From Parents on Child Protection Workers’ Personal, Family, and Professional Lives," SAGE Open, , vol. 6(1), pages 21582440156, January.
    2. Haight, Wendy & Sugrue, Erin P. & Calhoun, Molly, 2017. "Moral injury among Child Protection Professionals: Implications for the ethical treatment and retention of workers," Children and Youth Services Review, Elsevier, vol. 82(C), pages 27-41.
    3. Vogus, Timothy J. & Cull, Michael J. & Hengelbrok, Noel E. & Modell, Scott J. & Epstein, Richard A., 2016. "Assessing safety culture in child welfare: Evidence from Tennessee," Children and Youth Services Review, Elsevier, vol. 65(C), pages 94-103.
    4. Kim, Ahraemi & Mor Barak, Michàlle E., 2015. "The mediating roles of leader–member exchange and perceived organizational support in the role stress–turnover intention relationship among child welfare workers: A longitudinal analysis," Children and Youth Services Review, Elsevier, vol. 52(C), pages 135-143.
    5. Zinn, Andrew, 2015. "A typology of supervision in child welfare: Multilevel latent class and confirmatory analyses of caseworker–supervisor relationship type," Children and Youth Services Review, Elsevier, vol. 48(C), pages 98-110.
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