FACTORS OF PROFESSIONAL STRESS AND BURN-OUT IN THE WORK OF SOCIAL WORKERS IN THE CENTER OF SOCIAL CARE ZAGREB

Cilj istraživanja bio je ispitati prisutnost i intenzitet stresa kod socijalnih radnika, specifične čimbenike koji dovode do stresa, te povezanost stresogenih čimbenika, intenziteta stresa i općih obilježja sudionika. Istraživanje je provedeno u Centru za socijalnu skrb Zagreb, koji čini jedanaest ureda. Sudjelovalo je 147 socijalnih radnika oba spola, različite dobi i s različitom dužinom radnog staža. Za istraživanje su korišteni slijedeći mjerni instrumenti: Upitnik intenziteta sagorijevanja na poslu, Upitnik stresogenih čimbenika i Skala za procjenu psihosomatskih znakova stresa i opće stresnosti posla. Pokazalo se da 11,5% socijalnih radnika pokazuje visoki stupanj stresa odnosno sindrom sagorijevanja, 45,2% socijalnih radnika pokazuje početne znakove sagorijevanja kao pokazatelje trajne izloženosti stresu, dok kod 43,3% socijalnih radnika nije prisutno sagorijevanje već su kod njih prisutni izolirani znakovi stresa. Istraživanjem je također utvrđeno sedam čimbenika stresa u radu socijalnih radnika: (1) osjećaj izloženosti i nesigurnosti na radnom mjestu; (2) nesigurnost u vlastitu kompetenciju; (3) ograničenje radnog mjesta u pogledu napredovanja; (4) organizacija rada; (5) fizički uvjeti rada; (6) ograničenje suradnje između institucija; i (7) nespecifični razlozi (više zaposlenika ženskog spola, i veća udaljenost mjesta rada od mjesta stanovanja). Kod socijalnih radnika koji iskazuju znakove sagorijevanja, identificirani su slijedeći stresogeni čimbenici: nedovoljna educiranost za rad u odnosu na specifične probleme klijenta, loša organizacija unutar ureda, poslovi koji ne spadaju u opis radnog mjesta, izloženost fizičkim napadima klijenata, nejasna pravila nagrađivanja, izloženost verbalnoj agresiji klijenata, nemogućnost izražavanja vlastite kreativnosti, česta izloženost kritikama javnosti, nemogućnost udovoljavanja klijentovim zahtjevima zbog objektivnih razloga, česte promjene zakonskih regulativa, izostanak podrške kolega, loš odnos s kolegama u timu, nemogućnost profesionalnog usavršavanja, osjećaj prevelike odgovornosti u donošenju važnih odluka za klijente, preopterećenost poslom (rokovi, veliki broj klijenata).The aim of the research was to analyse the presence and intensity of stress in social workers, specific factors that lead to stress and the connection between stress-inducing factors, intensity of stress and general characteristics of participants. The research was conducted in the Center for Social Welfare Zagreb, that consists of eleven offices. 147 social workers of both genders, of different age and different work experience participated in the research. The following measurement instruments were used for the research: Questionnaire of the intensity of burn-out at work, Questionnaire of stress-inducing factors and the Scale for the assessment of psychosomatic signs of stress and general stressfulness of work. It was shown that 11.5 percent of social workers show a high level of stress i.e. the burn-out syndrome, 45.2 percent of social workers show initial signs of burn-out as the indicators of permanent exposure to stress, while 43.3 percent of social workers do not show signs of burn-out, but only isolated signs of stress. The research has also determined seven factors of stress in the work of social workers: (1) the feeling of exposure and uncertainty at the workplace; (2) insecurity in one’s own competence; (3) workplace restrictions with regard to promotion; (4) organisation of work; (5) physical conditions of work; (6) limited co-operation between institutions; and (7) non-specific reasons (more female employees and greater distance between the workplace and the place of residence). The following stress-inducing factors were identified in social workers who show signs of burn-out: insufficient education for work with regard to specific problems of clients, poor organisation within the office, tasks that do not belong to the job description, exposure to physical attacks by clients, unclear rules of rewarding, exposure to verbal aggression of clients, inability to express one’s own creativity, frequent exposure to public criticism, inability to meet the client’s demands due to objective reasons, frequent changes of legal regulation, lack of colleagues’ support, bad relations with the team colleagues, inability for professional improvement, the feeling of too much responsibility in making important decisions for clients, excessive work load (deadlines, large number of clients)