Campus Location

Dallas Campus (Online)

Date of Award


Document Type



Organizational Leadership

Degree Name

Doctor of Education

Committee Chair or Primary Advisor

D. John McIntyre

Second Committee Member or Secondary Advisor

Sara Salkil

Third Committee Member or Committee Reader

Jenifer Williams


This qualitative research study was an exploration of Child Protective Services (CPS) frontline caseworkers' experiences. The problem investigated was the high number of caseworkers who lacked the knowledge and skills necessary to do their job and the constant turnover of workers within the agency. Although previous researchers have explored many factors that cause caseworker turnover, the research has not focused much on the caseworkers’ perspective. Therefore, this qualitative study explored CPS caseworkers’ opinions and experiences using virtual semistructured interviews. The study specifically focused on the impact that education and training has on job performance and turnover. The study population was CPS caseworkers who had worked in a large urban community in Texas for 2 years or more. The sample included eight caseworkers who had experienced the turnover firsthand. Thematic analysis of the transcripts of the audio-recorded interviews and data coding using NVivo software led to the development of a coding system to identify patterns and common themes. The findings indicated that for caseworkers, hands-on training, gaining experience, unity between caseworkers, social service training, and leadership support may lead to decreased turnover rates and increased job performance. Agency leaders and other professionals in the social service field may consider the findings to improve caseworker retention and organizational outcomes. These improvements could prompt positive change through leadership and policy adjustments designed to support the needs of CPS caseworkers related to education, training, and retention.

Keywords: burnout, CPS Caseworker, case assignable, organizational commitment, services, statewide intake, voluntary turnover

Creative Commons License

Creative Commons Attribution-Noncommercial-No Derivative Works 4.0 License
This work is licensed under a Creative Commons Attribution-Noncommercial-No Derivative Works 4.0 License.



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