ABSTRACT
This study investigated the levels of occupational stress and burnout among 100 Crisis Intervention Section (CIS) employees of the Department of Social Welfare and Development (DSWD) in Western Visayas. The study utilized a descriptive-correlational research design with a mixed-method approach. Data were gathered via digital surveys and analyzed using frequency, percentage, median, Spearman’s Rank-Order Correlation, and Chi-square tests at a 0.05 level of significance. Findings revealed that the level of occupational stress was "Low" to "Moderate", while burnout levels were generally "Low". No significant difference was found in the levels of stress and burnout when classified according to profile variables except for educational attainment. A significant relationship was found between stress and burnout. Qualitative data analysis yielded themes such as compliance fatigue due to excessive paperwork, staffing shortages, and a lack of organizational recognition. Recommendations focused on streamlining AICS guidelines, institutionalizing psychological debriefing, and establishing mentorship programs to bridge the experience gap and ensure the long-term sustainability of crisis intervention efforts.
Keywords: Occupational Stress, Burnout, Crisis Intervention, AICS Program, DSWD, Social Welfare Officers
INTRODUCTION
The importance of mental health awareness, particularly in the context of occupational stress and burnout, is a globally recognized issue (International Labour Organization & World Health Organization, 2022; World Health Organization, 2024). It is particularly critical for professions involving direct and sustained exposure to human suffering, where the psychological toll on employees can be profound (Cocker & Joss, 2021; National Institute for Occupational Safety and Health (NIOSH), 2023).
In the Philippines, this challenge is acutely felt within the public service, where government workers are at the forefront of responding to a wide array of social crises. According to 2024 study, workers in the Philippines are more physically and mentally exhausted than the people in most other countries, with burnout rates reaching as high as 70.71% (Frontiers in Public Health, 2024; Deloitte, 2024).
The Department of Social Welfare and Development (DSWD) is the primary government agency tasked with providing social protection and welfare programs, including immediate relief and assistance through its Crisis Intervention Section (CIS) program. The CIS frontline employees are routinely exposed to various emotionally challenging situations, such as financial difficulty, medical needs, disaster response, cases of abuse, and extreme poverty. This constant immersion in crisis places them at a high risk for developing work-related stress, compassion fatigue, and burnout.
Recognizing the impact of the workplace on mental health, the DSWD has taken proactive steps to address the welfare of its personnel. The agency has issued formal policies, such as the Mental Health Program for DSWD Personnel (DSWD Administrative Order 2021-005), which provides an institutional framework for Human Resource Management (HRM) to promote, protect, and treat employees' mental health.
It states that the impact of mental health problems in the workplace has serious consequences not only on the person as an individual, but also on the productivity of the organization as a whole. Poor performance, tardiness, accidents, absenteeism, illness and staff turnover can be associated with a personnel's mental health issues. Furthermore, the institutionalization of the WiSUPPORT Project (Wireless Mental Health and Psychosocial Support) reflects the DSWD's effort to provide online and technology-based support not only to clients but, importantly, to first responders and caregivers like the CIS personnel themselves.
While these policies demonstrate clear institutional commitment, their effectiveness in mitigating stress and burnout among the most vulnerable frontliners — the CIS employees—has yet to be fully explored. The high-stakes nature of their work presents a unique set of stressors that may not be fully addressed by generalized welfare programs. There is a need to move beyond policy and examine the lived experiences of these employees to understand the specific factors that contribute to their stress and burnout.
Thus, this study aims to explore the levels of occupational stress and burnout among DSWD CIS employees in Western Visayas and to identify critical implications for the Assistance to Individuals in Crisis Situation (AICS) Program.
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