A qualitative analysis of how frontline homeless service workers in Texas experience burnout during the COVID-19 pandemic

Abstract

ABSTRACT Frontline homeless service provision is both rewarding and challenging work. Some have raised concerns about elevated burnout risk, traumatic stress, compassion fatigue, and high levels of staff turnover in the sector. Previous research has shown that the COVID-19 pandemic exacerbated existing challenges and added new ones, such as adapting to changing public health guidance, which created particularly stressful conditions for workers and agencies. The aim of this study was to explore to what extent homeless service workers have experienced burnout during the pandemic and the primary work-based contextual factors they believe contribute to burnout. Qualitative interviews were conducted with 21 frontline homeless service workers in Texas. While all participants described some burnout during the pandemic, the severity varied. Participants’ burnout experiences aligned with the three dimensions of burnout: energy depletion, mental distancing from work, and reduced professional efficacy. Workers also pointed to multiple organization-level factors as causes of burnout during the pandemic. These included poor communication, top-down decision making, lack of organization support, reduced peer support from co-workers, and inadequate supervision. Recognizing how organizational factors can impact worker well-being, recommendations for strengthening leadership, improving supervision strategies, and creating opportunities for peer support between co-workers are offered.