Abstract
Purpose: The purpose of this study was to examine practitioners' perceptions on formal processes (risk assessment tools) and informal processes (emotional labor) in Child Protective Services (CPS). Risk assessment tools are a type of decision support system utilized to determine risk through evidence-based criteria and/or predictive analysis. Theoretical Framework: The theoretical framework of this study was based on the research foundations of the theory of bureaucracy, scientific management, bounded rationality, street-level bureaucracy, and complexity theory. Methodology: A total of 153 current and former CPS practitioners responded to a 44- question online survey that included (a) an Emotional Labor scale measuring emotion work, false face, and burnout; and (b) a Standardized Risk Assessment Tools scale measuring the effectiveness, helpfulness, and barriers to ideal use. Findings: Tools were rated most effective in their ability to increase consistency in assessments and least effective in increasing efficiency in operations. Time constraints, limitations with tool design, and high workload demands were cited as barriers to implementation. Lower workloads, critical thinking development, and organizational support were cited as solutions to overcoming barriers. Supervisors reported similar levels of emotion work and false face as street-level bureaucrats. This finding suggests another component of emotional labor that goes beyond direct face-to-face contact with citizens. Interactions within the organization and/or the vicarious experience of others providing direct services to citizens may contribute to emotional labor for nonfrontline public servants. Conclusions and Recommendations: Decision support systems standardize criteria in risk assessments but have limitations in their ability to capture the complexity of child abuse cases. Discretion is necessary to navigate the subjective aspects of everyday realities in street-level bureaucracy. Public servants should be capable of making complex decisions with or without the use of decision support systems. Investment in public child welfare is critical to ensure child safety, avoid system failures, prevent staff burnout, and optimize conditions for decision making. Future studies are needed to understand emotional labor in public servants working beyond the front line, including professionals in leadership positions.