Addressing Burnout and Staff Retention - Interview with Jessica Dolce (2 of 2)
1. How can employers recognize signs of burnout in their staff and what are the first steps they should take to address this?
General signs are high turnover, absenteeism, lack of engagement, etc. amongst staff.
But on an individual level, start by knowing your people well enough that you’re able to recognize changes in their mood and behavior. If they don’t seem like themselves, it’s time to check-in and figure out what kind of support they may need.
2. What are the first steps you recommend organizations take to reduce the risk of burnout in their staff?
According to Jennifer Moss, author of The Burnout Epidemic, the question leaders need to be asking is: “How do we create a better, healthier workplace for people, so they don't burn out?"
Generally speaking, organizations need to reduce the demands on their people, give them more resources and control over how they do their work, and provide ongoing training and support.
Ask them what they need, don’t just guess. Reducing burnout effectively is a multi-year process, but there are things most workers want that employers can do right now:
- Say thank you. Do it often. Be timely and authentic. Write it down when possible.
- Communicate transparently: Information gaps are a major stress trigger and create perceptions of unfairness. It’s better to say “I don’t know and here’s what we’re doing to find out” than to say nothing.
- Be flexible about schedule and workload. If you can’t reduce demands, increase flexibility so that staff can meet the ever-changing demands in their personal lives. This might look like fewer, but longer workdays. Or more days that are shorter.
- Promote healthy boundaries. Model and encourage boundaries and self-care from the top down, so they know it's okay to do those things. Have a clear process for staff to request time off.
- Check-in often: Get to know your people. Very brief, but regular one-on-one check-ins go a long way in building trust and fostering supportive connections.
- Allow for job-crafting. Make sure staff have some time each day to work on projects that are meaningful to them and match their skill level.
- Pay them a livable wage for your location. If that's not possible, do what you can to give them more PTO or other benefits.
3. Are there connections between high risk of burnout and high turnover within organizations?
Yes, there’s a lot of data that links stress and burnout to very high turnover rates.
4. Is there training available around physiological safety as an occupational hazard, similar to workplace safety training?
Training programs like Mental Health First Aid and Stress First Aid are both helpful workplace training options that can be implemented at all levels within an organization.
5. What are your hopes for the animal care industry in the future—as more organizations focus on the physiological safety of their staff?
Worker welfare and animal welfare are inextricably linked, but we’ve been approaching worker wellbeing as if it’s optional or treating it as indulgent. I hope that one day we expand our definition of “humane” so that it encompasses the human beings who make this incredible work possible.
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Samantha has been training puppies and managing volunteers in the assistance dog world since 2014 previously working at large guide and assistance dog organizations in Ontario and British Columbia. She now works privately as a canine consultant and subject matter expert in positive reinforcement training with puppies and assistance dogs. She has a positive approach to problem solving and a love of working with people and dogs. In her down time, you can find her reading on the couch with her pets, or out on the trails of Vancouver Island, BC with her partner and their canines.
Jessica Dolce, MS CCFE, is a Certified Compassion Fatigue Educator, receiving her training from TEND Academy. She brings 20 years of experience working with and for companion animals to The Compassion in Balance® Program, her online education platform.
She is an instructor with The Maddie’s® Shelter Medicine Program at the University of Florida where she teaches wellbeing courses for veterinary students and animal welfare professionals. Jessica has worked with organizations such as the ASPCA, Animal Legal Defense Fund, The National Wildlife Rehabilitators Association, and the International Association of Animal Behavior Consultants.
Jessica holds a Master of Science in Adult and Higher Education degree, is a Certified 3 Vital Questions® Trainer, and holds certificates in Mental Health First Aid and Emotional CPR. She is the creator of Dogs in Need of Space and can be found online at: https://jessicadolce.com
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