Burnout is recognized as an occupational hazard for various people-oriented professions, such as human services, education and health care (Maslach & Leiter, 2016). Burnout is a prolonged response to chronic emotional and interpersonal stressors on the job. It involves three dimensions: exhaustion, cynicism and a sense of inefficiency at work due to work-related stress (Maslach, 2003). The significance of this three-dimensional model is that it clearly places the individual stress experience within a social context and involves the person's concept of both self and others (Maslach & Leiter, 2016).
Note that burnout is different from depression in that it is specific to work and not pervasive across all aspects of a person's life. For example, people experiencing burnout may still enjoy their weekends with their families or other non-work-related activities (Pross, 2006).
Work-related stress that is left unresolved over a long period of time has the potential to develop into burnout. Poor psychosocial working conditions (job stressors) can significantly increase the risk for mental health problems and illnesses (Memish et al., 2017). A recent Canadian survey found that workplace stress is cyclical is a primary factor in the development of mental health problems and illness. In addition, it significantly impacts existing mental health problems and illnesses in working adults (Howatt et al., 2018). When work environments are not supportive of staff concerns and efforts, the resulting gap between expectations and reality can further contribute to frustration and stress.
Most settlement agencies across Canada are facing higher caseloads with fewer resources. Managing workloads, while providing for clients' increasingly complex needs, has become a juggling act. Particularly high levels of burnout have been well-documented among health care providers (Maslach, 2003). Burnout levels among settlement agency staff—who are frequently exposed to details of their clients' traumatic experiences and are increasingly called upon to handle higher caseloads with fewer resources—may be as high as or higher than those of health care providers.