The Impact of Emotional Dissonance on Turnover Intent in Child Welfare Social Work: Test of a Moderated Mediation Model

Abstract

High employee turnover represents a substantial problem in child welfare work. To prevent turnover, knowledge about risk factors, mechanisms, and conditional factors that can explain turnover and turnover intent is highly important. This study investigated a moderated mediation model with (1) emotional dissonance as a predictor of subsequent turnover intent, (2) job dissatisfaction and burnout as potential mediators, and (3) being overly nurturing as a potential moderating variable. The associations were examined using data from a two-wave prospective questionnaire survey of 424 child welfare workers in Norway. Emotional dissonance was positively related to burnout and job dissatisfaction (cross-sectionally) and had a significant indirect association with increased turnover intent 6 months later (prospectively) through burnout, but not job dissatisfaction. An antagonistic interaction effect of being overly nurturing was found on the association between emotional dissonance and burnout, and the indirect association with turnover intent. Specifically, having low scores on the overly nurturing trait had a protective effect on burnout and turnover intent in cases of low to moderate exposure to emotional dissonance. In cases of high emotional dissonance, all employees reported the outcomes as equally negative irrespective of their tendency to be overly nurturing. The findings highlight the importance of organizational efforts that can help child welfare workers deal with emotional demands.