Exploring MCFD Staff Burnout Through the Application of Role Stress Theory

Abstract

This report is an overview of a student-led research project conducted at The University of British Columbia (UBC) in partnership with the Ministry of Children and Family Development (MCFD). This research aimed to explore the relationship between role overload and burnout among MCFD Direct Service Delivery Workers (DSDWs) using Role Stress Theory, given the limited exploration in this context. This study used a mixed-methods approach. Survey data were collected from 91 participants, of whom 13 participated in qualitative interviews. The survey collected demographic information, including ethnicity, gender, age, educational background, current role, and years of experience. Role Overload was measured using Thiagarajan's Role Overload Index, and Burnout was measured using the Maslach Burnout Inventory–Human Services Survey (MBI–HSS). Quantitative findings showed that role overload is a significant predictor of burnout among DSDWs, with higher levels of overload associated with increased emotional exhaustion (B = 0.71, p < .001, R² = .397), increased depersonalization (B = 0.52, p < .001, R² = .194), and reduced personal accomplishment (B = −0.28, p = .003, R² = .095). Five key qualitative themes emerged: (1) organizational factors driving experiences of role overload, (2) role overload as a constraint on quality-of-service delivery, (3) impacts of overload on worker health, well-being, and retention, (4) mitigating factors on the role overload–burnout pathway, and (5) DSDWs' perspectives on organizational improvements. These findings suggest that organizational pressures are associated with DSDWs' experiencing role overload, increasing their risk of burnout and stress leave, thereby reducing workforce capacity and intensifying organizational pressures in a cyclical process. This study had several limitations to note, including the cross-sectional design of the study preventing causal conclusions from being drawn about the relationship between role overload and burnout. Additionally, role overload was the only variable assessed with burnout; other dimensions of role stress theory, such as role ambiguity and role conflict, were not thoroughly examined and might warrant further exploration in this context. Participation in the survey was voluntary, and the sample may reflect the experiences of individuals more motivated to share experiences related to role overload and burnout and might not represent all DSDWs. Due to time constraints, only 13 of the 55 participants who consented to interviews were randomly selected. This research informs multiple future considerations across policy, research, and practice. It highlights the need for caseload caps, effective case management support, increased staffing and coverage, and improved leadership. It also underscores the importance of greater collaboration and consultation with frontline staff, as well as increased accountability by MCFD to implement considerations already identified by the RCY. Without these changes, ongoing pressures may continue to undermine the sustainability of DSDWs and the quality of services available to children and families in British Columbia.