Understanding the Work: Psychological Demands in Social Services
Social service work is deeply rewarding, but it also comes with inherent risks, as workers often become emotionally and mentally invested due to the nature of the work. Recognizing the psychological demands and expectations that accompany this work is crucial for addressing psychological hazards, safeguarding worker wellness, and preparing them for the emotional challenges they face.
What are Psychological Demands?
WorkSafe Saskatchewan defines Psychological Demands as “the emotional and interpersonal demands of work, and the requirement for organizations to assess and ensure a good fit between workers’ interpersonal and emotional competencies and requirements of the position they hold.”[1]
In social services, even when workers possess the interpersonal and emotional skills to provide services, the psychological demands of the job can still overwhelm these competencies. By identifying the specific psychological demands of social service work, the expectations from workers, and the competencies required for effective service delivery, we can focus on providing workers with the tools they need to maintain their well-being and prepare them for the psychological challenges of the work.
Psychological Demands in Social Services
Social services rely heavily on human connection, and the psychological demands of the work vary based on the psychosocial and political context of your role, your organization, and the population’s needs. The five psychological demands below represent common expectations and challenges you are likely to encounter in the sector. Consider additional psychological factors you may have encountered that aren’t listed below and reflect on the expectations and competencies required to navigate them.
| Psychological Demand | Expectations | Competencies |
|---|---|---|
| Emotional Labour | • Providing genuine commitment to client’s well-being. • Spending time with clients, understanding their individual experiences, offering a safe space, and demonstrating understanding and compassion | • Ability to attune to the emotions of others and maintain boundaries • Patience to manage repeated or intense demands |
| Cognitive Load | • Navigating intricate and multifaceted problems and making decisions that affect the safety and well-being of clients and others • Prioritizing client needs and developing interventions by balancing limited resources, managing client expectations, and considering institutional barriers | • Ability to be creative and resourceful in solving problems • Knowledgeable of available resources, policy frameworks, and community networks |
| Behaviour Management | • Managing challenging interactions while providing alternatives for clients to engage in positive and healthy behaviors • Managing behaviors that may be obstructive or self-destructive, using techniques to guide clients in overcoming resistance and adopting healthier lifestyle choices | • Exceptional communication skills • Ability to employ motivational techniques |
| Ethical Dilemmas | • Navigating situations where policies, personal values, and client needs may conflict • Balancing confidentiality to protect others from harm, allocating resources equitably, and reconciling organization policies with client-centre care | • Strong understanding of ethical principles and professional codes of conduct • Ability to articulate ethical decisions clearly |
| Crisis Management | • Responding immediately and thoughtfully to stressful and high-pressure situations • Assessing risks, making judgement calls in emergencies, and coordinating with other services | • Ability to weigh urgency against careful deliberation |
To help you reflect on how you would respond to the psychological demands of the sector, we’ve created a handout designed to prepare you for the difficult and unforeseen situations you might face in the field. It features real-life scenarios, each followed by reflective questions to help you think critically about how you would respond.
Download the printer-friendly handout and test your skills by exploring these situations. Use it as a tool to reflect on your approach to complex emotional, cognitive, and ethical challenges in your work.
You can even create a handout of your own with difficult situations you’ve faced and seek input from your colleagues to gather different perspectives on how they would handle similar situations. Remember, if you’re unsure of how to respond, don’t hesitate to reach out to your peers especially seasoned workers for guidance and support.
Reference
- WorkSafe Saskatchewan. “Psychological Demands.” Workplace Psychological Health and Safety Resource Centre, Government of Saskatchewan, www.worksafesask.ca/resources/psych-health-safety-resource-centre/workplace-psychological-health-and-safety/psychological-demands/. Accessed 17 Dec. 2024