Emotional Labor among Adult Protective Services In-Home and Facility Workers in Texas




Ashworth, Christine

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The Adult Protective Services (APS) program in Texas is responsible for investigating allegations of abuse, neglect, and exploitation of persons aged 65 and older, and/or adults with mental illness or intellectual/developmental disabilities. Purpose: To examine the factors that influence emotional labor in employees at Texas Adult Protective Services (APS). This study compares emotional labor among APS In-Home caseworkers and Facility investigators. The study also examines job position, gender, age, and race on surface acting and deep acting. Method: Eight hypotheses were developed to examine surface and deep acting yielded by Adult Protective Services workers in Texas. All hypotheses were tested using a survey questionnaire, and a total of six hundred and fifty-nine surveys were emailed to APS In-Home caseworkers and Facility investigators across the state. There were two hundred and three respondents who completed and returned the survey questionnaire. The emotional labor questions were measured on a 5-point Likert scale, from Strongly Agree to Strongly Disagree. Six demographic questions were included in the questionnaire and they were: job position, gender, age, race, tenure, and field of study. Findings: Multiple regression results illustrate there was a significant difference between age and surface acting, as well as tenure and surface acting.


An Applied Research Project Submitted to the Department of Political Science, Texas State University, in Partial Fulfillment for the Requirements for the Degree of Masters of Public Administration, Fall 2014.


emotional labor, surface acting, deep acting, negative emotions, positive emotions, emotional intelligence, Texas Department of Family and Protective Services, caseworkers, facility investigations, Public Administration


Ashworth, C. (2014). Emotional labor among adult protective services in-home and facility workers in Texas. Masters of Public Administration, Texas State University, San Marcos, Texas.


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