El síndrome de Burnout y la carga laboral en los servidores públicos de Atención Ciudadana

Abstract

Nowadays, the Human Talent Area has as its principal aim the wellness of clients through management techniques such as the design and implementation of positions and work structures which allow personal and professional development, reducing wear levels and organizational absenteeism. Currently, Burnout Syndrome, also known as professional wear, is the mental, emotional and physical imbalance suffered by the employees of an organization in their workplace. There are many triggers of this syndrome. One of them is the workload, understood as the sum of forces that collaborators assume during the work day. For this reason, the main objective of this research is to find out the relationship that exists between the workload and the Burnout Syndrome. An exploratory-type research was carried out, taking as a total population of 110 employees of the citizen service of the “Gobierno Autónomo Descentralizado Municipal de Ambato” So, a survey which allowed the measurement of various factors such as: work organization, physical exhaustion, mental wear and psychosocial factor was designed to determine the workload level. In addition, the MBI Test (Maslach Burn Inventory) questionnaire was used, which allows measuring the levels of professional wear in its three dimensions: emotional exhaustion, depersonalization and personal fulfillment. Once the information obtained was processed, interpreted and analyzed, a statistical regression model was used, where the hypothesis "The workload affects the establishment of the Burnout Syndrome in public employees of citizen attention of the GADMA", was accepted with an R (square of 0.5331). Then, four organizational and personal measures are proposed to counter the spread of the syndrome and to provide a better working life for employees, making the “Gobierno Autónomo Descentralizado Municipal de Ambato” a better place to work.