SUPPORT AND ADAPTABILITY: EXPLORING MENTAL HEALTH CHALLENGES FACED BY EXPERIENCED FRONTLINE PUBLIC SERVANTS

Abstract

This research examined the mental health challenges encountered by public servants with at least ten years of frontline experience in the Revenue District Offices of the Bureau of Internal Revenue, specifically RDO Nos. 55 and 62. Employing thematic analysis using Colaizzi’s method, five experienced frontline public servants were interviewed. Participants were determined using the Copenhagen Burnout Inventory (CBI) and interviewed with a revised, validated, researcher-developed instrument (CVI = 1.00). In-depth insights were obtained through a semi-structured interview guide (CVI = 1.00). As the Social Constructivist Perspective was adopted, it recognized that frontline public servants' experiences were shaped by interactions with colleagues and clients in their work environments. From the responses of the experienced frontline public servants, ten themes emerged: Learning from Struggles; Stagnation and Emotional Labour; Mental Health Resilience; Workload and Exhaustion; Control and External Conflict; Reward and Achievement; Perception of Fairness; Professional Values; Community and Collaboration; and Support and Adaptability. These themes reflected the encounters of frontline public servants and various aspects of work life that contributed to the mental health challenges they faced in the workplace, as well as the strategies they used to learn and adjust. The study highlighted the distinct experiences of frontline public servants in the Bureau of Internal Revenue, differentiating them from those in healthcare, education, and social welfare. It emphasized the importance of personal approaches and external support systems in overcoming workplace mental health challenges, underscoring resilience and adaptability as critical factors in sustaining professional performance.

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