Where Values Collide

Abstract

Although understanding the motivation of public employees in general is important, it is particularly difficult to comprehend why a person would be a child or adult protective services worker. These workers confront a staggering amount of human suffering, overt public hostility, ever-increasing caseloads, and seemingly irreconcilable value and role conflicts. Yet many of them not only cope, but also feel empowered and successful at doing so. What motivates these workers? How do they contend with the demands of their jobs? Based on participant observation and interviews in two states, this study suggests that public service motivation is very strong and important. Moreover, contrary to the existing literature, workers who experience and clearly articulate role and value conflicts were found to be more satisfied, motivated, and empowered in their work. The article concludes with a discussion of the implications of these observations for recruitment, training, and supervision of protective services workers.