Year: 2013
Type: dissertation
Study design: Observational Study
Abstract: The research entailed a comprehensive study of vicarious trauma in short-term insurance claims \nworkers, compared to trauma counsellors and a control group of holiday booking consultants. A \nwell-known, comprehensive model of compassion fatigue/secondary traumatic stress, developed for \ntherapists formed the basis of the study. The research attempted to determine whether this model \ncan be applied more widely to include administrative populations exposed to traumatised clients on \na regular basis. To this end, the model was deconstructed into its eleven constituent parts and each \nelement was investigated in addition to other variables of interest to the study. This was done to \ndetermine the importance and applicability of each model element and other selected variables to \nthe administrative context. \nA mixed methods approach was utilised, which combined quantitative and qualitative data. The \nresults yielded by the study were collectively utilised to construct an etic and an emic voice from \nthe research. At the same time, effects from vicarious trauma were considered from an overarching \nbio-psychosocial stance, systematically gauging effects on various levels of functioning. Scores \nfrom quantitative measures on secondary traumatic stress, negative cognitive schemas, empathy, \nsocial support and compassion satisfaction were statistically analysed, which revealed significant \ndifferences between the worker groups. Widely accepted relationships between the study variables \nwere tested and found to hold true within and across groups. Regression analysis determined the \nroles of empathy, social support and compassion satisfaction in vicarious trauma, as measured by \nsecondary traumatic stress and negative cognitive schemas. In addition, constructivist selfdevelopment \ntheory was employed to interpret the negative cognitive effects from vicarious \ntraumatisation. \nQualitative data were utilised to further elucidate the role and nature of vicarious trauma in each of \nthe worker groups. The themes of exposure to client suffering, detachment, level of empathic \nengagement, personal trauma history and difficult life demands were unearthed from the qualitative \ndata, which illuminated the importance and role of each of these elements to claims workers. Other \nareas of interest, being utilisation of sick-leave as a means to cope, work-related illness, attitudes \ntowards professional counselling, feelings evoked by traumatised clients, and the language utilised \nby workers in response to client traumata were investigated. Further effects on participants as well \niv \nas effects that reach beyond the person were identified and examined. Effects on the social and \nwork contexts were also elucidated. \nFinally, interesting themes that emerged spontaneously from the data were considered. The \nconsideration of the various model elements and other areas of interest systematically revealed that \nadministrative workers dealing with traumatised clients are also affected by the process of vicarious \ntrauma. Furthermore, the model was found to be largely suitable to the context of claims workers. \nHowever, the model was expanded to augment its usability within the more general administrative \ndomain. Finally, the overarching aim was to enrich, contextualise and elaborate on the experiences \nof claims workers within their unique work context, to facilitate insight and a deeper understanding \nof vicarious trauma in more administrative populations that have largely been overlooked in \nresearch.
Author: Marné Ludick
Language: English
Topic: Stress and Burnout Research
Subfield: Social Psychology
Field: Psychology
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W2096553838