Understanding Burnout and Coping Mechanisms: A qualitative study among case workers in London

This qualitative study examines the manifestation of stress and burnout from different sources and the inter-play between these factors among key workers. It further explores a range of coping mechanisms adopted to prevent or overcome burnout. Semi-structured interviews were conducted with nine key workers working for two homeless charities in London. The interviews focused on why key workers experience high levels of stress and potential burnout while some escape total burnout and others do not. Qualitative data analysis yielded three core themes: inter-play between self (key worker) and client, inter-play between self (key worker) and organisation and coping mechanisms. Findings from the study suggests that ambiguity associated around client related processes, demands and actions is the chief determinant for the occurrence or prevention of burnout. In addition, although occupational factors result in high levels of stress, motivation and external support mitigates burnout.