Conference Proceedings

Leading through emotional labour: Child protection assessment officers in high quality call-centre

Michelle Evans, Lisa Chapman

ANZAM | Published : 2016


This paper highlights that performing emotional labour - the management of emotions and emotional expressiveness - when consulting about child safety over the phone is a complex task. The control and suppression of emotional displays is a labour skill that is performed upon organisational demand. This research involved the semi-structured interviewing of 20 Assessment Officers from a high quality telephone advisory service. The findings suggest that the Assessment Officers’ performance of emotional labour is more than a role-based skill; it is a way of providing leadership that is necessary to facilitate change and practice improvement in their agency. The Assessment Officers have become a d..

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University of Melbourne Researchers