Working with individuals who have experienced homelessness: Stresses and successes

Abstract

Purpose

Staff who work with vulnerable people with multiple needs are known to experience high levels of stress and burnout, as well as high levels of job satisfaction. This paper aims to explore the experiences of staff working in a project with individuals experiencing long-term homelessness in Lincolnshire.

Design/methodology/approach

An evaluation of a project working with individuals experiencing long-term homelessness included a focus group set up to explore the experiences and well-being of front line staff and managers. One-to-one interviews with staff were also held to provide more in-depth data about the experiences of individual staff members.

Findings

Six key themes were identified from the discussions with participants. Decision latitude and the ability to follow service users on person-centred journeys over long periods were positive aspects of the work which were highly valued and seemed to contribute to high levels of job satisfaction. Things which also made a positive contribution were elements of support provided by the employer and a number of personal coping strategies. Themes identified which had a negative impact on well-being related to high workloads and to the multiple and competing demands from service users and other agencies.

Originality/value

Few studies of any kind have explored the experiences and well-being of staff working in the frontline of homelessness services. This small-scale qualitative study provides a number of suggestions for further research with this population. Findings cannot be generalised but match those of other recent studies which suggest high levels of stress but little evidence of burnout, and that carefully developed workplace support mechanisms play a key role in maintaining commitment to the role and preventing burnout.

Citation

Rogers, J., George, T. and Roberts, A. (2020), "Working with individuals who have experienced homelessness: Stresses and successes", Housing, Care and Support, Vol. 23 No. 2, pp. 65-76. https://doi.org/10.1108/HCS-10-2019-0020