Job Satisfaction among a Toll Free Telephone Counselors In Wegen AIDS Talk Line of National AIDS Resource Center (ARC) in Addis Ababa, Ethiopia

Abstract

The purpose of this study was to examine the current level of job satisfactions and factors affecting the level of job satisfaction among a toll free telephone counselors who are currently working at Wegen AIDS Talk Line Center. In this journey it is tried to examine the Intrinsic and Extrinsic characteristics to telephone counselors’ level of job satisfaction and it has also tried to map out the concept of job satisfaction by telephone counselors. In addition the study determined the relationships between some selected socio demographic variables and work setting characteristics with the overall job satisfaction of toll free telephone counselors. Participants included 61 Telephone counselors working in Wegen AIDS Talk Line Center. Using Minnesota Satisfaction Questionnaire (MSQ-short form), Key informant Interviews, Focus group discussion and observation the following research questions were investigated: What is the overall job satisfaction level of Wegen AIDS Talk Line telephone counselors? How do telephone counselors perceives the term ‘job satisfaction’ What are the most important Intrinsic and Extrinsic values to telephone counselors job satisfaction, What factors do affect telephone counselors’ levels of job satisfaction? And what is the relationship between selected demographic variables and work setting characteristics with the overall job satisfaction of Wegen AIDS Talk Line telephone counselors? As measured by the Questionnaire, The analysis examined that the majority of the counselors were generally satisfied with (59%, n = 36), s with their job. The counselors were comparatively felt a higher level of satisfaction in intrinsic level on the area of Achievement, Social status, and Independence, Extrinsic level on the area of supervision-human relations with coworkers at the Talk Line center and the counselors felt satisfied comparatively lower level of satisfaction Intrinsically, with Authority, Creativity, Moral values, Recognition and extrinsically with compensation, Responsibility, Advancement of working condition. Additionally, the study was conducted to know how the counselors perceive the term job satisfaction, and what factors affecting their level of satisfaction. After getting the counselors’ expression salary, permanency of the job, career prospects (promotion, supervision and training), academic qualifications and the physical and social work setting characteristics are found to be their mind to explain the term job satisfaction and also factors for their satisfaction and dissatisfaction at the job. Moreover, to determine the relationship between socio demographic and some selected work setting characteristics to the overall job satisfaction the data entered into SPSS and Measurement of Relationship ( Chi-square analysis & correlation) and measurement Difference (one way ANOVA)was used. And the study indicated there was no statistically significant difference on the overall level of counselors’ job satisfaction among the socio-demographic variables of Gender, Marital status, Educational level difference, Job experience. And salary, except Age and also among some selected work setting variables of Organizational policy and structure, physical and social working environment, promotion, supervision and counselors intent remain in their current position and counselors’ intent to remain in their current profession. Finally, to overcome Telephone counselors problems of stress, burnout and high turnover, the study forwarded important actions for effective implementation of social welfare administration skills and techniques appropriate to the social work practice setting to improve the job performance and satisfaction level of telephone counselors in the Center.