Social Security Administration Employee Lived Experiences of Job Satisfaction and Employee Turnover

Social Security Administration Employee Lived Experiences of Job Satisfaction and Employee Turnover by Lafaun Jenise Cain MPA, Strayer University, 2006 BSW, Virginia Commonwealth University, 2004 Dissertation Submitted in Partial Fulfillment of the Requirements for the Degree of Doctor of Philosophy Management: Leadership and Organizational Change Walden University August 2018 Abstract Employee turnover continues to be an issue in federal organizations, including the Social Security Administration (SSA). While issues such as retiring baby boomers and budget constraints are beyond the control of any agency, retaining employees is critical to maintain essential services. The purpose of this transcendental phenomenological study was to explore SSA employee’s lived experiences of job satisfaction and employee turnover to uncover motivators and satisfaction strategies. The conceptual framework for the study was based on Maslow’s human needs and Herzberg’s two-factor theory. Data were collected from 20 SSA frontline employees using 6 open-ended interview questions. The data were analyzed using a modification of van Kaam’s method of analysis of phenomenological data and NVivo 11 Pro. Study results revealed that time, stress, pay and benefits, public service, and interoffice relationships were the prime intrinsic and extrinsic factors participants perceived as directly related to their job satisfaction. They highly valued job enrichment programs, cohesive teams, and pay and benefits, which override daily stressors inherent to the public demands strategies for the agency. Conducting the study in depressed socioeconomic areas might also provide significant insights, particularly since stress and workload were essential dissatisfiers. SSA provides critical services to many vulnerable groups. Strategies that employees perceive as motivating enhance the quality of services and benefits to eligible American citizens, many of whom rely on these services for quality of life, thereby reducing the burden of local communities to support these individuals if SSA services fail.Employee turnover continues to be an issue in federal organizations, including the Social Security Administration (SSA). While issues such as retiring baby boomers and budget constraints are beyond the control of any agency, retaining employees is critical to maintain essential services. The purpose of this transcendental phenomenological study was to explore SSA employee’s lived experiences of job satisfaction and employee turnover to uncover motivators and satisfaction strategies. The conceptual framework for the study was based on Maslow’s human needs and Herzberg’s two-factor theory. Data were collected from 20 SSA frontline employees using 6 open-ended interview questions. The data were analyzed using a modification of van Kaam’s method of analysis of phenomenological data and NVivo 11 Pro. Study results revealed that time, stress, pay and benefits, public service, and interoffice relationships were the prime intrinsic and extrinsic factors participants perceived as directly related to their job satisfaction. They highly valued job enrichment programs, cohesive teams, and pay and benefits, which override daily stressors inherent to the public demands strategies for the agency. Conducting the study in depressed socioeconomic areas might also provide significant insights, particularly since stress and workload were essential dissatisfiers. SSA provides critical services to many vulnerable groups. Strategies that employees perceive as motivating enhance the quality of services and benefits to eligible American citizens, many of whom rely on these services for quality of life, thereby reducing the burden of local communities to support these individuals if SSA services fail. Social Security Administration Employee Lived Experiences of Job Satisfaction and Employee Turnover by Lafaun Jenise Cain MPA, Strayer University, 2006 BSW, Virginia Commonwealth University, 2004 Dissertation Submitted in Partial Fulfillment of the Requirements for the Degree of Doctor of Philosophy Management: Leadership and Organizational Change Walden University August 2018 Dedication First, I want to dedicate my dissertation to God. I would not have been able to complete my dissertation without the strength I receive from Him. Two of my favorite scriptures are “I can do all things through Christ who strengthens me” (Philippians 4:13) and “We know that all things work together for good to them that love God, to them who are called according to his purpose” (Romans 8:28). Lord, I just want to thank you for all of my blessings! I also dedicate my dissertation to my son and daughter, Darren and Eryn. I want to thank both of you for giving me the opportunity to set an example for you and to raise you in the way that you should go. Darren, you are a bright little man who continues to make me smile and who teaches me new things all the time. Eryn, I cannot wait to see who you will become, I know that you are going to make me so proud. Darren and Eryn, continue to trust God in everything that you do. I love both of you! To my mom, Laurette Turner; my dad, Reginald Cain, Sr.; and my sisters and brother, words cannot express my gratitude for the love and support that you have given me. Throughout the years, you have motivated and encouraged me to reach my highest potential. You have always been available during the times I did not feel like writing and during the times I just complained about the entire dissertation process. I love you all! Thank you all for everything! Last but not least, I would like to dedicate my dissertation to Eron. You have been with me through the hardest times of this dissertation. I love you, I appreciate you, and thank you for being there for me until the end. Acknowledgments I would like to acknowledge my ancestors for the seeds they planted before me. My grandmothers, Christie Gravely Johnson and Kathryn Jeanette Cain, were the sweetest women on this earth. I appreciate everything that both of you did for me. I know that you all are in Heaven smiling down on me. My great uncle, Admiral Samuel L. Gravely, Jr., stated that “education is paramount. ” Your quote has inspired me to achieve the highest level of education. Thank you all and I love all of you! I want to acknowledge Dr. Barbara Turner, Dr. Lisa Barrow, and Dr. Kathleen Barclay for helping me prepare a scholarly dissertation. All of you have truly been an inspiration to me. Thank you for making several revisions to my dissertation to ensure a great product! I want to say thank you to my friends (Morgan, Kelly, Precious, Synethia, and Nikki) for continuously supporting, encouraging, and motivating me during this journey. A special thank you to Ms. Janice.you have been my cheerleader and one of my biggest supporters! I love all of you! Thank you to all of my Social Security Administration colleagues for your support. I appreciate your feedback, encouragement, and participation. I would like to acknowledge my Walden University faculty and colleagues. Thank you for your support in all of my classes. I wish all of you the best and take care. Last but not least, I am very grateful to those I did not mention but who contributed in some way to the successful completion of this dissertation. May God continue to bless all of you!