A DESCRIPTIVE STUDY OF JOB SATISFACTION AMONG VOCATIONAL
REHABILITATION COUNSELORS IN A MIDWESTERN STATE
by
Heidi A. Nerison
A Research Paper
Submitted in Partial Fulfillment of the
Requirements for the
Master of Science Degree with a major in
Vocational Rehabilitation
Approved: 2 Semester Credits
______________________________
Research advisor: Dr. Robert Peters
The Graduate College
University of Wisconsin-Stout
December, 1999
The Graduate College
University of Wisconsin-Stout
Menomonie, Wisconsin 54751
ABSTRACT
Nerison, Heidi A.
A DESCRIPTIVE STUDY OF JOB SATISFACTION AMONG VOCATIONAL
REHABILITATION COUNSELORS IN A MIDWESTERN STATE
Vocational Rehabilitation Dr. Robert Peters 12/99 43 pages
American Psychological Association (APA) Manual used in this study
This study investigated job satisfaction among vocational rehabilitation counselors in a
Midwestern state. One hundred, twenty-two vocational rehabilitation counselors
participated in the study. The Minnesota Satisfaction Questionnaire (MSQ)-short form
was used to measure the level of job satisfaction. The results indicate there was a
significant general satisfaction level and Intrinsic and Extrinsic satisfaction scores were
similar to other norms gathered by the University of Minnesota, Vocational Psychological
Research. The implications of the findings for the future of rehabilitation counselors
were discussed.
TITLE PAGE
ABSTRACT
TABLE OF CONTENTS
LIST OF TABLES
CHAPTER I
Introduction Page 1
People with Disabilities 2
Fulfillment of the Rehabilitation Act of 1973 2
The Vocational Rehabilitation Counselor’s Role 2
Job Satisfaction 3
Statement of the Problem 4
Research Hypothesis 4
Research Objectives 5
CHAPTER II
Review of Related Literature Page 6
Critique of Literature 7
Significance of Work in Society 7
Historical Definitions 8
Middle Ages to Industrial Revolution 9
Industrial Revolution 10
Present 11
Environmental Trends Affecting the Workplace 11
Theories 12
People with disabilities 17
Barriers for people with disabilities 17
Rehabilitation Act of 1973 18
Job Satisfaction 20
CHAPTER III
Methodology Page 24
Specific Procedures 24
Population and subjects 25
Methods for gathering data/instrumentation 25
Data collection 26
Analysis of Data 27
Accuracy precautions/strengths and weaknesses of methods 27
Summary 28
CHAPTER IV
Results Page 29
Descriptive Data 30
Table 1- Age of Counselors in sample population 30
Table 2- Education levels 31
Table 3- Years at present job 32
Table 4- Total years of experience in Rehabilitation 32
Table 5- MSQ-short form questions 33
Summary of Findings 35
CHAPTER V
Conclusions and Recommendations Page 36
Past Satisfaction Research 37
Recommendations 40
REFERENCES
List of Tables
Table 1—Age of Counselors in Sample population page 30
Table 2—Education levels page 31
Table 3—Years at present job page 32
Table 4—Total years of experience in Rehabilitation page 32
Table 5—MSQ-short form questions page 33
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CHAPTER I
Introduction
This chapter will introduce the topic of job satisfaction and the potential impact it may
have on Rehabilitation counselors. The concept of work and the importance of work to
persons with disabilities will be introduced along with the statement of the problem to be
investigated.
“Work determines a person’s worth and place in society and it influences one’s
psychological identity and sense of well-being. Work establishes one in the community
of human kind. It links a person to others, advances the goals of culture, and gives
purpose to one’s very existence” (Szymankski & Parker, 1996, p.1).
Work is dynamic, complex, and diverse in today’s society. Everyone develops their own
meaning for and motivation to work. According to Terkel (1974, p.xi) in Working, a
reason for working “is about a search, for daily meaning as well as daily bread, for
recognition as well as cash”. Throughout history the motivation to work has been
determined by current value systems. In The Future of Work, (1973, p.2), Best explained
“Work is a purposeful human activity, directed toward the satisfaction of human needs
and desires”. He also states some important objectives work satisfies are “income, a
sense of identity, a sense of purpose in life, and a sense of community” (73, p.10).
Work is a driving force which keeps our society surviving. It is a central theme during
conversation while away from the job. What an individual does for a living often adds to
their self-esteem and helps to explain the activities they complete during the majority of
the day. Titles are assigned to different jobs to explain main functions completed. “A
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title, like clothes, may not make the man or woman but it helps in the world of peers”
(Terkel, 1974, p.xvii).
People with Disabilities
People with disabilities have many obstacles to overcome in their search for work. The
Disability and Rehabilitation Handbook defines a person with a disability as “one who is
structurally, physiologically, or psychologically different from the normal person because
of an accident, disease, or developmental problems” (1978, p.12).
Fulfillment of the Rehabilitation Act of 1973
Employment was the main emphasis upon passage of Rehabilitation Act of 1973. It
“mandated federal-state rehabilitation programs to serve people with severe disabilities”
(Rubin & Roessler, 1995, p.46). “The primary purpose of the state-federal vocational
rehabilitation system is to assist individuals with disabilities with obtaining and
maintaining meaningful employment” (Kosciulek, Vessell, Rosenthal, Accardo, Merz,
1997, p.7). Two facets of Vocational Rehabilitation system are Vocational Evaluation
and Vocational Rehabilitation Counseling.
Vocational Rehabilitation Counselors Role
The main function of the Vocational Rehabilitation Counselor is to assist people with
unique vocational needs to acquire necessary services or employment. They fulfill this
purpose by executing multiple tasks. The knowledge domains these professionals utilize
range from information about disability; the world of work; basic counseling techniques;
case coordination; vocational evaluation; and a broad knowledge of the spectrum of work.
Roessler & Rubin (1992, p.9) “help define the vocational counseling part of the
rehabilitation counselor’s job include the following:
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1. Counsels with clients regarding educational and vocational implications of test and
interview information.
2. Suggests to client occupational areas compatible with the vocational, psychological,
and social information gathered to improve the appropriateness of his or her
rehabilitation choice.
3. Examines with the client the consequence of his or her disability and its vocational
significance.
4. Explores with the client his or her vocational assets and liabilities in order to assure a
realistic understanding and acceptance of them.
5. Recommends occupational and/or educational materials for clients to explore
vocational alternatives.
The Vocational Counselor completes these functions in order to benefit the participant
(client), by assisting him/her to fulfill his/her occupational goal. In some cases this may
include employment. “Increased employment, in turn, allows individuals with disabilities
to live independently, enjoy self-determination, make choices, contribute to society, and
pursue meaningful careers.” (Kosciulek, Vessell, Rosenthal, Accardo, Merz, 1997, p.5).
Job Satisfaction
Thomas reports in Women in Business, (Jan/Feb. 99, p.13) “most Americans spend at
least a third of their lives at work”. Job Satisfaction is an individual’s general feeling
about the job one has or does. It is a dichotomy arranged on a scale, positive feelings (job
satisfaction) are on one end and negative feelings (job dissatisfaction) occupy the
opposite end of the scale. Job satisfaction is a complex Construct which can be defined
individually.
9
Job satisfaction “ is often considered in terms of intrinsic and extrinsic factors, as
proposed by Herzberg (1966). Intrinsic factors (e.g., opportunities for advancement and
growth, recognition, responsibility, achievement) promote job satisfaction, whereas
extrinsic factors (e.g., supervision, pay, policies, working conditions, interpersonal
relations, security) prevent job dissatisfaction” (Szymanski & Parker, 1996, p.24). In
order to prevent job dissatisfaction and retain employees in their current jobs, employers
need to keep up with changing values related toward work.
Statement of Problem
The purpose of the study is to describe current job satisfaction among Vocational
Rehabilitation Counselors in a Midwestern state, as measured by the Minnesota
Satisfaction Questionnaire.
Research Hypothesis
A review of the literature shows that “higher productivity was found to be related to
higher satisfaction” (Wilkinson & Wagner, 1993, p.15). Other studies have also shown
“counselors with higher satisfaction also had higher productivity in number of
rehabilitation plans developed, number of rehabilitants, and number of severely disabled
rehabilitants served” (Wilkinson & Wagner, 1993, p.23). Research implies “job
satisfaction is important due to its impact on absenteeism, (1) turnover, (2) and prosocial
“citizenship” behaviors such as helping coworkers, helping customers and being more
cooperative” (Karl & Sutton, 1998, p.515).
10
Objectives
This study will focus on the following objectives:
1. To determine the level of job satisfaction reported by Vocational Rehabilitation
Counselors in a Midwestern state, using the Minnesota Satisfaction Questionnaire.
2. To identify demographics such as gender, age, years of education, and years of
experience.
3. To determine the most important values to Vocational Rehabilitation Counselors in a
Midwestern state, such as: job security, pay, recognition, supervision, co-workers, or
environment.
CHAPTER II
11
Review of Related Literature
This chapter will explore reasons why people work and the importance work has on
society. Historical significance of work will be defined along a timeline. The meaning of
work and the changes that occurred throughout time will be addressed. Four specific
periods will be portrayed. These include: Ancient Greece and Ancient Rome, the Middle
Ages, the Industrial Revolution, and the present, as we progress through the Information
Age into the future. Next, theories about the individual in relation to work will be
discussed. Particularly, theories proposed by Maslow, Super, Holland, and Herzberg are
included. Specific explanation included in this chapter are topics such as Maslow’s
hierarchy of needs, career development theories clarified by Super, personality theories
furnished by Holland, and the two-factor theory of Herzberg.
Discussion continues with clarification of the unique circumstances facing people with
disabilities. Namely how their career development is affected, the Rehabilitation Act, and
the Rehabilitation specialists involved in the process of assisting people with disabilities
achieve vocational goals.
This chapter also summarizes current literature specific to job satisfaction. First, a
definition and the importance of job satisfaction are reviewed. Next, include studies
listing characteristics crucial to help ensure job satisfaction among employees.
Employers who are aware of the employee’s present level of satisfaction, benefit in two
ways. Current employees are retained and productivity is maximized. These benefits are
wanted in the competitive society of today.
Critique of Literature
12
A surplus of information was discovered on the broad spectrum of the world of work,
historical views and attitudes of work, and theories about career development and
motivation to work. Details about persons with disabilities in relation to work and his or
her lifestyle were also plentiful. Although this researcher located many facts about
satisfaction and job satisfaction as it relates to other professionals such as college
professors, mental health counselors, managers, and business people, no recent
information specific to current job satisfaction among Vocational Rehabilitation
Counselors in the state of MN, was located.
Significance of Work in Society
Work is the driving force which society runs on. What individuals do is how they are
defined. Work provides structure to daily activities and helps keep the economy stable.
Needs are met by working such as, basic food and shelter, economic, and personal. In
The Future of Work, (1973, p.10) Best explains some important objectives work satisfies
are “income, a purpose in life, and a sense of community”. Without the activity of work,
society would be chaotic. Applebaum (1992) states in The Concept of Work, “in part our
habits and mind-sets are conditioned by what is created through work and no human
society can exist without work”(1992, p.9). Levitan explains in, Second Thoughts on
Work, (1970, p. 4), “the definition of work changes as the nature of work changes”. It is
defined by the economic, social, and political situation of a particular society.
13
Historical Definitions
Social and economic conditions, along with views of work have changed over time.
Conditions within society were drastically different during the early Greek and Roman
Eras, the Middle Ages, Renaissance, and the Industrial Revolution as compared with
today.
The motivation to work has changed since Ancient Greece and Rome. During this time
period work was considered a religious act. This non-market society had a two class
system, Nobles and commoners. They worked collaboratively, everyone contributed a
portion to a communal Homeric institution. This Homeric society was an aristocratic
extended family. The members of this group consisted of the immediate family, slaves,
hired workers, and craftsmen . Vocational choice was not an option, individuals were
born into the type of work their parents did. Early on in this time period three main
reasons to work were necessity, survival, and prestige.
It was expected or necessary for everyone within the Homeric society to use his/her
specialized skills for the continuation of the institution. Survival, was the second major
motivational force to work or labor during these times. The majority of people raised or
gathered there own food for nourishment so they could continue living. Farming was a
highly prestigious career. Not only did farming help in sustenance of the population but
the social view of farming was that it “was also a means of fostering habits and values of
honesty and discipline considered to be important traits for the worthy individual”
(Applebaum, 1992, p.21). Society valued each individual’s contribution. Workers took
pride in the work produced.
14
Advancement in new ideas and concepts brought drastic changes to the Grecian way of
life. Two of these advancements were the development of a market economy and
currency. The market economy widened the gap between the two class systems. Views
about work changed among the aristocrats. Slavery became more prevalent during this
time, mainly because of the widely accepted usage of the Hebrew word, Avodah. This
word is derived from the same root as eved, meaning slave.
The upper class enjoyed pursuits of higher knowledge within schools of thought. They
spent most of their leisure time becoming self-actualized. Early Grecian and Roman
wealthy saw “work as something detestable and below them. Working on a voluntary
basis was unheard of “ (Levitan,1970, p. 21). This strict social strata divided the world of
work through the Middle Ages. Work had the negative connotation of servitude and
humbleness until the Renaissance Period.
Middle Ages to Industrial Revolution
Communal lifestyle lasted throughout the Middle Ages. A majority of the population
lived in small villages, were uneducated and worked the land. Medieval citizens had a
close knit social structure. They lived, worked, and played together. Most of the
necessary work was done within the community because outside trading was rare.
Changes in society redefined the meaning of work during the Renaissance. Advances in
modern science, improvements in technology, a positive economy, and altering views
about religion, guided people to view work contrary to the previous negative definition.
It now became respectable to work. It was the “rightful duty of all” (Levitan, 1970,
pp.21-22). Leisure was viewed as “the worst sin” (Levitan, 1970,pp.22). This belief
continued until the Industrial Revolution.
15
Prior to the Industrial Revolution most people in America lived in an agrarian society. A
large majority of the population lived in rural areas. Survival was still a motive to work.
The people living in these rural settings farmed, they produced their own food or raised
livestock to supply basic needs. Work and leisure were closely related. A barn raising or
harvesting event provided a time to come together and celebrate with community, at the
same time work was done. Farmers earned an income by selling items they raised.
Monetary exchange for goods and services was done in trading for a product the farmer
could provide. Education was minimal if at all. Vocational training was unnecessary
because of the lack of career options. “A son most likely was trained to take over the
occupation of his father” (Kroll, 1970, p.2).
Industrial Revolution
The scene of the work world changed drastically with the transition from a rural to urban
society during The Industrial Revolution. Young people were no longer satisfied with
following in their parents footsteps in regards to career choice. “An increase of
production factories in the cities increased vocational opportunities” (Kroll, 1970, p.2).
Individuals began moving into an urban society in search of dreams of adventure and
opportunity.
The Industrial Revolution brought increased mobility with this drastic shift of people
moving to this urban setting. It also separated the home, leisure and work place (Glyptis,
1989, p.24). It became a necessity to go out of the home for work and leisure activities.
The meaning of work became negative again. It was observed as an “obstacle to free
time” (Levitan, 1970, p.21). This opinion was conceptualized “with the reduction of the
standard work week from 60 hours to 40 hours in the sixties” (Glyptis, 1989, p.24). This
16
transformation created exactly what most people wanted, more time to spend doing
leisure activities. Best reported in The Future of Work (1973, p.3), “leisure is an
important part of an American’s life”.
Present
The work ethic is still strong enough to determine status and influence in society, even
though real power is based on wealth and ownership of property” states Applebaum
(Concept of Work, 1992, p.573). Our prosperous economy and tremendous advances in
the use of computer technology help to explain the meaning of work today.
Environmental Trends Affecting the Workplace
We are involved in the Information Age. Three circumstances influencing how work is
defined today are the economy, shift from goods to services, and advancing technology.
Best (1973, p.18) described income to be about “fifty times” that of pre-industrial
revolution years. We now are moving toward a world economy.
There are less people producing goods. Some factory jobs now have programmed
computers to do the work which was once done by people. “In the United States, service
industries, broadly defined, now account for 70% of the GNP and are 75% of all jobs”
(Bruce & Blackburn, 1992, p.88).
Our motivation to work is no longer for survival in most cases (Levitan, 1970). Many
Americans work for reasons other than food, shelter, and other basic needs. Some work
to satisfy ulterior needs. An explanation of these needs will be portrayed along with the
career development theories.
With the increased use of computers more vocational opportunities have surfaced than at
any time previously. The computer technology of today requires additional specialized
17
training. There are elevated job requirements across a majority of fields. These strict
prerequisites demand additional schooling which an individual needs to complete before
entering his/her chosen career.
In the Post-Industrial society of today emphasis has changed. “Interest has shifted from
product to profit, from workman to machine, from quality to efficiency, and from beauty
to function. The satisfaction of work has been sacrificed to the rationalism of work
(Applebaum, 1992, p.573)
Theories
The theoretical models discussed in this section consist of the self-actualization hierarchy
of Maslow, career developmental designs from Super and Holland, and Herzberg’s
explanation of motivation and job satisfaction.
As humans, we respond at various need levels. Maslow proposes that we have
five such levels. At the first, most basic level are physiological needs-food, sleep,
sex, drink, shelter. These needs must be satisfied before an individual can be
motivated at a second level—the safety needs. Safety needs such as security,
stability, protection, and strength are important motivators when any sort of threat
to these needs might be present. The third level consists of the belongingness and
love needs, our social motivators… The fourth need level is identified by Maslow
as the esteem needs. These needs represent both self-esteem, our desire for
achievement and mastery, and esteem of others, our desire for reputation and
prestige. These needs spring from our belongingness needs and represent a
further stage in accomplishing our goals. Finally, at the fifth level in the
hierarchy, Maslow identifies the need for self-actualization, our desire for self-
18
fulfillment and for realizing our potential. Maslow suggest that we may be
striving for this if other needs have been met, but self-actualized person probably
does not exist. (Wolvin,1988, p.306).
Career Development Theories are utilized to aid in clarification of an individual’s
pathway to a suitable career. Career Development Interventions (Burck & Reardon,
1984, p.8) claims theories are “useful to the specialist”. They provide (a.) an
organizational method for the client; (b.) provide focus for counseling goals and; (c.) help
develop a method of working with a client (1984, p.8).
Super’s life stages theory is explained according to Theories of Career Development
(Osipow, 1968, pp.117-118). Super had two influences. The self-concept theory from
Carl Rogers is the first. The second part of his theory came from Charlotte Buehler’s
developmental stages theory. Super believed one entered the profession where he/she
would be able to best express themselves. He proposed everyone has differing abilities,
interests, and personalities. These characteristics qualify them for a number of
occupations. Qualifying attributes tend to change over one’s lifetime due to his/her
experiences and stage of career development.
There are five life stages. The first stage is the Growth Stage, during childhood.
Children are first introduced to work through either household chores or yard work.
Some of these jobs may be taking care of the lawn, helping with meal preparation, or
caring for a family pet.
The exploratory stage often takes place during the teenage years. Teenagers usually learn
about the world of work by trying out a variety of entry-level jobs. These may include:
19
working as a cashier at a store, waiting tables at a restaurant, or helping out on a farm or
with field work. Presently, the ages which mark separate life stages tend to be elevated
due to delayed entry into chosen careers. Some people are acquiring required knowledge
to enter a highly specialized career field.
Career goals are generally set during the establishment stage (Pruitt, 1986, p.11). This
stage starts with the completion of schooling and the start of the individual’s career.
He/she has dreams of what a job is to offer, either monetarily or intrinsically. It is a belief
by some, that when a potential career pathway is chosen one must enjoy the activity of the
job. Since a third of a working individual’s life is spent at work, it is optimal to
satisfaction that one enjoys what he/she does.
People who have become well established in their career are considered in the
maintenance phase. During this phase, the typical person may have children almost or
already raised. At this time they may have more time to develop a hobby. Most often
these activities occur during middle-age. The decline stage is generally the last stage of
one’s life. It may include retirement activities. “Career development is a life long
process” (Brown &Brooks, 1990, p.3). Individuals are either “getting ready to choose,
choosing, or continuing to choose” (Brown & Brooks, 1990, p.3) a career.
Super believed these stages could be further “subdivided into: fantasy, tentative, and
realistic phases of the exploratory stage” (Osipow, 1968, p.120). The establishment stage
could be divided into the trial and stable phases. A few factors were thought to determine
a potential career path. Their parent’s socioeconomic level, mental ability, personality,
and personal life experiences were among the responsible characteristics.
20
A traumatic event is a personal life experience which upsets the traditional order
individuals progress through these steps. One may find themselves back at the growth
stage and have to work through the vocational developmental process again, after a
serious injury. When assisting individuals with disabilities, it is important to consider a
person’s vocational maturity.
Frustration, a sense of being overwhelmed, confusion, and despair are among some of the
feelings people facing obstacles to work may experience. Frustration can occur while an
individual is dealing with an altered environment, social contact, and change in abilities.
A person may feel overwhelmed by all of the changes in his/her life that need adjustment.
It takes energy to make these life adjustments. Confusion develops when he/she is unsure
of current abilities and where these abilities will take him/her. Despair may develop
when faced by repeated failure or the belief “things” will never get better. Despair is a
general feeling of hopelessness.
As rehabilitation specialists, it is important to always consider people don’t all develop at
the same rate. Some may even return to earlier stages because of life experiences. It is
necessary to be empathetic to their situation in order to adequately assist them with their
career development.
Holland’s theory emphasized personality. He first divided people into six categories or
personality types. Interest Inventories were facilitated to determine the kind of
personality category people fit in. These types include: “realistic, investigative, artistic,
social, enterprising, and conventional” (Holland, 1973, p.2). The category people fall into
has a lot to do with the environment they live in he proclaimed. His theory explained
how personality and the environment interact to arrive at a vocational outcome. This was
21
done by pairing personality to the best matches for environment. Factors considered in
this match include: “Vocational choice, vocational stability and achievement, educational
choice and achievement, personal competence, and social behavior” (Holland, 1973, p.2).
Herzberg had a theory about the components of job satisfaction and job dissatisfaction.
Those items contributing to job satisfaction were labeled as “motivators” (Gruneberg,
1976, p. 89). A few of these motivators were: achievement, recognition, responsibility,
advancement, and the work itself. Items causing job dissatisfaction were named “hygiene
factors”(Gruneberg, 1976, p.90). Hygiene factors concern conditions about a job like pay
and supervision. Company policy, type of administration, supervision, salary,
interpersonal relations and working conditions are certain hygiene factors which cause
job dissatisfaction.
Jones (1959) proposed a theory of motivation he named “expectancy theory” (Gruneberg.,
1976, p.90). The theory of motivation is “how behavior gets started, is energized, is
sustained, is directed, is stopped and what kind of subjective reaction is present in the
organism” (1976, p.90). This theory is made up of two separate parts. (1.) The effort put
out depends on what an individual receives in return (1976, p.90). (2.) The reward value
or valence equals the individual perception of the value of the reward or outcome that
might be obtained by performing effectively (1976, p.91). This theory listed extrinsic and
intrinsic rewards. Extrinsic rewards come from an outside source and relate to the job
situation. Intrinsic rewards could be verbal self-praise on a job well done. Intrinsic
rewards come from performance. A change in job design will increase performance.
Thus, expanding the job’s intrinsic value (Gruneberg, 1976, p.93).
22
People with disabilities
Individuals with disabilities have special considerations because of the unique vocational
barriers they encounter. Rehabilitation professionals should be concerned with the
development of the self-concept. One should look at “the discrepancy between the ideal
and actual self” (Disability &Rehabilitation Handbook, 1978, p.17). A few factors to
consider are stage of vocational maturity of an individual and his or her unique vocational
obstacles. It is important, as advocates for people who are disabled, to first understand
the difference between disability and handicap. A definition of disability and the unique
situations facing people with disabilities will be included in the following paragraphs.
Barriers for people with disabilities
“The disabled person is one who is structurally, physiologically, or psychologically
different from the normal person because of an accident, disease, or developmental
problems” (Disability and Rehabilitation Handbook, 1978, p.12). “Someone who is
handicapped feels less adequate than others” (78, p.12).
People with disabilities have many obstacles to overcome. Main impediments which this
population face are discrimination due to the prejudice and lack of education within the
public. “Research reveals an uneasiness in the presence of a disabled person due to a lack
of social contact” (Disability and Rehabilitation Handbook, 1978, p.72). Recent literature
(Donnell, Alston, Hampton, & Bell, 1999, p.31) stated, “Researchers examining the
attitudes of able-bodied individuals toward persons with disabilities have found that
negative labels are routinely attributed to persons with disabilities.” Findings from the
previous authors on the topic of social acceptance, report “It is possible that there is a
feeling of communality among able-bodied persons that permeates race and result in
23
negative attitudes toward persons with disabilities by both African Americans and
Whites” (Donnell, Alston, Hampton, & Bell, 1999, p.33).
Another very important obstacle to master, is employer prejudices. The employer is
always thinking cost and benefits. The employer needs to be educated so common myths
can be disproved. They often think hiring someone who is disabled will cost them more
money. Often beliefs of increased insurance rates and training costs of these workers are
unfounded. Another myth is production rates will decrease. There are accommodations
which can actually increase productivity. A handicapping obstacle would be that of
physical barriers. These prevent people from entering or accessing buildings. The last
and hardest challenge for some to overcome is self-fulfilling prophecies. Simply stated;
If one is seen as a failure they will fail. If someone succeeds, they are “seen as an
exception to the rule” (Disability and Rehabilitation Handbook, 1978, p.73) and given
little reward.
This section listed examples of the variety of barriers placed before individuals with
disabilities. These obstacles often affect the quality of life and or pursuit of employment
for these stereotyped human beings. The next section will address this specific issue.
Rehabilitation Act of 1973
Serving people with severe disabilities was stressed with the passage of the Rehabilitation
Act of 1973. This responsibility to serve people with more severe disabilities was passed
to rehabilitation professionals. Rehabilitation counselors became the professional
involved when this Act listed gainful employment as one of its requirements. So “with
gainful occupation as the goal, states were required to provide services to persons with
24
more severe disabilities before serving those with less severe disabilities” (Rubin &
Roessler, 1995, p.46).
The Rehabilitation Act of 1973 has had many amendments and additions. Amendments
were passed in 1978, 1984, 1986, 1992, and 1998 are among the more recent legislation
that has addressed a continued commitment to providing services to individuals with
disabilities.
Another important piece of legislation, “the Americans with Disabilities Act is a wide-
ranging legislation intended to make American Society more accessible to people with
disabilities” (Kinder, 1996). The Americans with Disabilities Act (ADA) covers five
separate topics called titles. Title I addresses reasonable accommodations during
employment. Public Services, Title II is concerned with access to state and local
government services for people with disabilities. Title III relates to new construction and
modifications pertaining to accessibility of public facilities. Telecommunications (Title
IV) applies to access to alternate communication devices for persons with disabilities.
Miscellaneous (Title V) further protects the safety of people with disabilities and the
individuals advocating for them. The ADA insures people with disabilities a greater
likelihood for gainful employment. As previously stated Rehabilitation counselors
advocate for people with disabilities in search of employment. Since a third of an
individuals life is spent at work it is important to understand how satisfied counselors are
while at his or her job. Job satisfaction will be discussed in the following paragraphs.
25
Job satisfaction
Job satisfaction is a complex affective reaction to the job performed. There are many
factors to consider when determining the level of satisfaction one has. This is a defining
feature that can differ from individual to individual.
Researchers have searched for some basic similarities among workers around the world.
Such a similarity was found by Yankelovich Partners. The study was conducted in
“Europe, Asia, Africa and the Americas” (Yankelovich Partners, 1998 p.39) and reported
in the Houston Business Journal. There were
“10,339 workers surveyed across 10 European countries, Russia, the United
States and Japan. They consistently identified the same top five key attributes in
a job: ability to balance work and personal life, work that is truly enjoyable,
security for the future, good pay or salary and enjoyable co-workers. Across the
four major geographic regions studied, workers specifically emphasized the
importance of potential for advancement and the opportunity to build skills as a
way to maintain employability and job security.”(Yankelovich Partners, 1998
p.42).
“Work influences one’s psychological identity and sense of well-being. Work
establishes one in the community of human kind “(Szymankski & Parker, 1996, p.1).
Patrick Lennahan of Roger Williams University stated in a Kansas City Star article “Your
self-concept depends on what you do and what you’re called. Even if you simply change
the title, it affects your ego” (Office Pro, 1999).
26
Many studies have sought to learn about specific workers personality traits and job
satisfaction levels. The following paragraphs will briefly discuss findings from recent
literature. A salary survey of network professionals found the average worker to be a
male, “satisfied with his work, enjoying the challenge. The vast majority of computer
network and Information Specialist (IS) professionals like their jobs: 27 percent reported
being very satisfied and 58 percent reported being moderately satisfied” (Schnaidt, 1996,
p.35).
In a second survey, Information Technology (IT) professionals “listed salary as an
important element of compensation, along with educational assistance, training, and up-
to-date equipment” (Steen, 1997, p.115) as items that would be part of the dream job.
When investment management professionals in the United States were asked about their
jobs, they were “largely happy with their jobs, but money is not their main motivator”
(Cardona, 1996, p.9). A survey, polled members of the Association for Investment
Management and Research; found “81% of managers said they were satisfied or very
satisfied with their job.” (Cardona, 1996, p.9). They were then “asked to identify the
factors that create positive feelings about their job, most managers named professional
achievement, personal or professional growth, the work itself and their degree of
responsibility as more important than compensation. The chief factors creating negative
feelings were company policies and administration, relationships with supervisors,
compensation and the negative impact of work on their personal life” (Cardona, 1996,
p.9).
Job satisfaction changes when characteristics of the job are altered. An article in the
National Underwriter (1998) included an action to increase productivity is to “reduce the
27
number of work days employees miss by increasing job satisfaction, redesigning
disability plans and involving supervisors in disability management” (Maurice, 1998,
p.13).
The world of work is highly competitive in today’s society. Employers are interested in
remaining stable in this world economy. In order to be profitable and prolong the
company’s existence, it becomes necessary to retain current employees. Previously stated
studies have suggested lower productivity results because employees are dissatisfied with
his or her current position.
So how do companies retain satisfied employees? One article suggested “rewarding
employees for work well done” (Walker, 1998, p.18) this “increases their satisfaction and
productivity” (Walker, 1998, p. 18). Another statement written in Internetweek (1998)
inferred “recognition and rewards mean something outside the paycheck. It can be as
simple as recognizing key employees by name” (Metzler, 1998, p.37-42).
Other research indicates “Customer satisfaction and loyalty are excellent predictors of
profitability….the strongest predictors of customer satisfaction: employees’ general
satisfaction with their jobs and employees’ satisfaction with their work/life balance”
(McDonald & Hutcheson, 1999, p.18).
The level of job satisfaction may change from job to job or over the duration of a career.
“Results of studies comparing differences between age groups and level of job
satisfaction report an increase in job satisfaction with age”(Saleh & Otis, 1973, p.169). It
has been “hypothesized that the level of stated job satisfaction will increase with age to
the pre-retirement period and within that period will show decline” (1973, p.169).
28
“From an employee’s standpoint, job satisfaction is a desirable outcome in
itself. From a managerial or organizational effectiveness standpoint, job
satisfaction is important due to its impact on absenteeism (1) turnover, (2)
and prosocial “citizenship” behaviors such as helping coworkers, helping
customers, and being more cooperative. (3) Thus, to redesign jobs, reward
systems, and human resource management policies that will result in
optimum job satisfaction and productivity, managers need to know what
employees value” (Karl & Sutton, 1998, p.515).
In order to prevent job dissatisfaction and retain employees, employers need to keep up
with changing values related toward work. It is important to stay in tune with current
employee values. Therefore, the purpose of the study is to describe the current job
satisfaction level among Minnesota Vocational Rehabilitation Counselors as measured by
the Minnesota Satisfaction Questionnaire.
29
CHAPTER III
Methodology
The Minnesota Satisfaction Questionnaire (MSQ)-short form was the instrument used to
attain descriptive data for this study. This tool was designed to measure three types of
satisfaction. These three scales include: Intrinsic Satisfaction; Extrinsic Satisfaction; and
General Satisfaction. The questionnaire was purchased to meet this study’s objectives
and attain descriptive data. It takes roughly five minutes to complete. This tool will be
used to address the following research objectives:
1. To determine the level of job satisfaction reported by Vocational Rehabilitation
Counselors in a Midwestern state, using the Minnesota Satisfaction Questionnaire.
2. To identify demographics such as gender, age, years of education, and years of
experience.
3. To determine the most important values to Vocational Rehabilitation Counselors in a
Midwestern state, such as: job security, pay, recognition, supervision, co-workers, or
environment.
Specific Procedures
There were a number of procedures which needed completion in order for this to be a
successful study. First, special permission to contact rehabilitation counselors was
granted by the Department of Rehabilitation Services for a Midwestern state. With reply
came authorization and a current staff directory with names and addresses, to contact the
rehabilitation counselors. Next, a letter of request was sent to the University of MN-
30
Vocational Psychology Research Department to purchase and use the MSQ. Two-
hundred and five questionnaires were ordered.
Then twenty area managers were sent a packet consisting of a letter asking for his or her
participation in current job satisfaction research among rehabilitation counselors in the
state of MN. The letter also explained the purpose of the study, right to anomity as a
volunteer, directions for participants, a brief description of each respondent’s role in the
ongoing research, and a statement of appreciation. Two-hundred and two questionnaires
for the counselors were included within the area manager’s envelopes. Self-addressed
envelopes were also included among the initial mailing.
Population and subjects
The selected participants were two hundred and two (202) state rehabilitation counselors
taken from a population in a Midwestern state. Subjects were obtained from the
Rehabilitation Counselor Directory.
Methods for gathering data/instrumentation
The Minnesota Satisfaction Questionnaire-short form is copyrighted, so was purchased
from the Vocational Psychology Research department at the University of Minnesota.
Copies can be purchased by contacting the following address: Vocational Psychology
Research, N620 Elliott Hall University of Minnesota, Minneapolis, MN 55455-0344.
The instrument measures general job satisfaction levels. This form was used because of
the simplicity for the Vocational Rehabilitation Counselors who would be completing it.
The MSQ-short form only takes about five minutes to finish. The twenty questions are
are ranked on a five point scale (Very Dissatisfied, Dissatisfied, Neither, Satisfied, and
Very Satisfied). The manual for the MSQ (1967) reported reliability coefficients for the
31
Intrinsic Satisfaction scale ranged from .84 (for the two assembler groups) to .91 for
engineers.
“For the Extrinsic Satisfaction scale, the coefficients varied from .77 (for
electronics assemblers) to .82 (for engineers and machinists). On the General
Satisfaction scale, the coefficients varied from .87 (for assemblers) to .92 (for
engineers). Median reliability coefficients were .86 for Intrinsic Satisfaction, .80
for Extrinsic Satisfaction and .90 for General Satisfaction” (Weiss, Dawis,
England, & Lofquist, 1967, p.23).
Validity can be implied from validity for the long-form. “Other evidence for the validity
of the short-form MSQ is available from two sources: (1) studies of occupational group
differences and (2) studies of the relationship between satisfaction and satisfactoriness, as
specified by the Theory of Work Adjustment” (Weiss, Dawis, England, & Lofquist, 1967,
p.24).
Data collection
The surveys were then sent out to the area managers with a letter asking for participation
in this study. There were a number of procedures which needed completion in order for
this to be a successful study. First, special permission to contact rehabilitation
counselors was granted by the Department of Rehabilitation Services for a Midwestern
state. With reply came authorization and a current staff directory with names and
addresses, to contact the rehabilitation counselors. Next, a letter of request was sent to
the University of MN-Vocational Psychology Research Department to purchase and use
the MSQ. Two-hundred and five questionnaires were ordered.
32
Then twenty area managers were sent a packet consisting of a letter asking for his or her
participation in current job satisfaction research among rehabilitation counselors. The
letter also explained the purpose of the study, right to anomity as a volunteer, directions
for participants, a brief description of each respondent’s role in the ongoing research, and
a statement of appreciation. Two-hundred and two questionnaires for the counselors
within each area, were included within the area manager’s envelopes. Self-addressed
envelopes were also included among the initial mailing. Data collection was completed
when the respondents returned the completed surveys.
Analysis of Data
The data collected from responses on the MSQ-short form was submitted to the Stout
Academic Computing Center for statistical analysis. The following manipulations were
carried out on the data: mean, median, standard error of measurement, and frequency of
data were compiled.
Accuracy precautions/strengths and weaknesses of methodology
A strength of this study was the high internal consistency that the MSQ-short form
provides. The short form contains twenty questions and takes about five minutes to
complete.
This study had a couple of weaknesses in the methodology. First of all, the sample was a
small disclosure of current satisfaction levels of those vocational rehabilitation counselors
from a state agency, who volunteered their responses. The other drawback was the
generic nature of the MSQ-short form. This instrument is made to measure a number of
separate occupations like: Assemblers, Clerks, Engineers, Janitors, Machinists, and
Salesmen. Therefore, the form does not address issues specific to the job of
33
Rehabilitation Counselor. However, the data supplies a comparison of satisfactoriness
from Rehabilitation counselors to other occupations.
Summary
This chapter explained the steps taken to gain descriptive data on job satisfaction from a
sample of state agency vocational rehabilitation counselors in a Midwestern state. The
data was collected by sending out the MSQ-short form survey. A 60% response rate was
reached by the time data was ready to be analyzed. The mean, median, standard error of
measurement, and frequency were the measurements performed on the useable data.
34
Chapter IV
RESULTS
The MSQ-short form was composed of twenty questions pertaining to aspects of the work
environment. Weighted scores were statistically calculated on the basis of a Likert Scale,
1 being Very Dissatisfied, to 5 being Very Satisfied. Items on the MSQ calculated
general satisfaction (questions 1-20), Intrinsic factors (questions 1, 2, 3, 4, 7, 8, 9, 10, 11,
15, 16, & 20), and extrinsic factors (questions 5, 6, 12, 13, 14, & 19). Data was also
collected according to education level, age, gender, number of years each was currently
employed on present job, and number of years in vocational rehabilitation.
Minnesota Satisfaction Questionnaires (MSQ) were sent to the district managers asking
for them to assist with current job satisfaction research. There were one hundred and
twenty-two (122) respondents out of 202. This was a 60% return rate. There were
approximately fifty-seven (57) males and fifty-seven (57) females in the responding
population. There were eight (8) returned surveys with this space left blank.
The purpose of this study was to describe current job satisfaction among Vocational
Rehabilitation Counselors in a Midwestern state. The study focused on the following
specific objectives:
1. To determine the level of job satisfaction reported by Vocational Rehabilitation
Counselors in a Midwestern state, using the Minnesota Satisfaction Questionnaire.
2. To identify demographics such as gender, age, years of education, and years of
experience.
35
3. To determine the most important values to Vocational Rehabilitation Counselors in a
Midwestern state, such as: job security, pay, recognition, supervision, co-workers, or
environment.
Data was analyzed in terms of frequency of responses, median, mean, and standard
deviation.
Descriptive Data
Two hundred and two subjects (202) of a possible two hundred and seven (207) for this
study were selected from a Midwestern state Rehabilitation Services Staff Directory. The
subjects were both male and female rehabilitation counselors in the public sector, and
from different age groups. One hundred and twenty-two (122) of 202 rehabilitation
counselors responded (57 male, 57 female, 60% response rate). The responding
population ranged from twenty-four (24) to sixty-three (63) years old. The following
table demonstrates age ranges, frequencies and percentages of the sample population:
Table 1--Age of Counselors in sample population
Age in years Frequency Percentage
24-28 9 7%
29-35 6 5%
35.1-40 4 3%
40.1-45 10 8%
46-50 20 17%
52-55 37 30%
55.1-60 14 12%
+60 1 1%
36
No response 21 17%
Replies reported the years of school each counselor had accomplished. The table below
describes the education levels of the respondents:
Table 2—Education levels
Years of Education Percentage of total responses
Bachelor’s Degree or 17 years 24%
Masters Degree or 19 years 69%
20 years or more 3%
No response 4%
The instrument also inquired about the years of experience each counselor had at their
present job and the total years in the Rehabilitation field. Counselors stated they had been
at this present job from under one (1) year to thirty-three (33) years and in the field from
two (2) months to thirty-four (34) years.
Years of experience are presented in the tables below.
37
Table 3---Years of experience at present job
Years at present Job Frequency Percentage
0-5 32 26%
5.01-10 16 13%
10.01-15 16 13%
15.01-20 20 16%
20.01-25 9 7%
25.01-30 17 13%
+30 12 9%
No response 8 3%
Table 4---Total years of experience
Total years in Rehabilitation Frequency Percentage
0-5 21 17%
5-10 11 9%
10-15 9 7%
15-20 21 17%
20-25 22 17%
25-30 24 19%
+30 14 11%
No response 8 3%
38
The MSQ-short form also consisted of twenty (20) questions. The respondents were
asked to answer according to a Likert Scale, 1 being Very Dissatisfied and 5 for Very
Satisfied. Each question had the phrase “On my present job, this is how I feel about….”
These will be reviewed question by question in the following tables. The response
options were Very Dissatisfied (VD), Dissatisfied (D), Neutral (N), Satisfied (S), and
Very Satisfied (VS).
Table 5---MSQ-short form responses
Question # VD D N S VS NR
1. Being able to keep busy all the time… 1% 4% 5% 54% 36%
2. The chance to work alone on the job… * 2% 3% 52% 43%
3. The chance to do different things from
from time to time… 1% 2% 2% 40% 55%
4. The chance to be “somebody” in the
community… * 7% 40% 42% 11%
5. The way my boss handles his/her
workers… 3% 15% 11% 38% 33%
6. The competence of my supervisor in
making decisions… 4% 9% 11% 39% 37%
7. Being able to do things that don’t go
against my conscience… 1% 3% 8% 56% 32%
Question # VD D N S VS NR
39
8. The way my job provides for steady
employment… * 1% 5% 57% 37%
9. The chance to do things for other people…2% * 2% 46% 50%
10. The chance to tell people what to do… * 5% 61% 29% 5%
11. The chance to do something that makes
use of my abilities… 1% 3% 4% 58% 34%
12. The way company policies are put into
practice… 9% 37% 25% 27% 2%
13. My pay and the amount of work I do… 9% 46% 14% 25% 5% 1
14. The chances for advancement on this
job… 14% 28% 20% 33% 5%
15. The freedom to use my own judgment… 1% 2% 3% 45% 49%
16. The chance to try my own methods of
doing the job… 2% 3% 7% 52% 36%
17. The working conditions… 2% 7% 15% 50% 26%
18. The way my co-workers get along with
each other… 1% 9% 12% 53% 25%
19. The praise I get for doing a good job… 5% 16% 26% 39% 14%
20. The feeling of accomplishment I get
from the job… 2% 2% 12% 59% 25%
40
Summary of Findings
Two-hundred and two (202) MSQ-short form surveys were sent to district managers to
disburse among the Vocational Rehabilitation Counselors in their areas. One-hundred
and twenty-four surveys were returned for a response rate of 60%. Most respondents
explained in action verbs their job functions, when asked, what they did at their present
job. One survey was returned with a comment added. It stated, “I hate this job!”. This
researcher asked for honest responses. It was appreciated that this individual was willing
to respond even though he/she had negative feelings.
41
CHAPTER V
Conclusions and Recommendations
The purpose of the study is to describe current job satisfaction among Vocational
Rehabilitation Counselors in a Midwestern state, as measured by the Minnesota
Satisfaction Questionnaire-short form (MSQ-short form). Once the data analysis was
complete and the results were reported, interesting findings emerged. These fascinating
points are discussed below. Results of general satisfaction, as a whole were above
average.
Descriptive data examined gender, age, education level, number of years currently
employed on present job, and number of years in vocational rehabilitation. The following
paragraphs will discuss the study results and the conclusions this author can determine
from these results.
The number of respondents was one hundred and twenty-two (122). Gender was evenly
distributed among the responding population. The number of males and females were 57.
Ten respondents left this item blank.
An interesting reality that surfaced when age percentages were figured for the respondents
was thirty percent (30%) of responding Rehabilitation Counselors were between 52-55
years old. The next age group with the second highest percentage of seventeen percent
(17%), was for ages 46-50 years old. So roughly half of the rehabilitation counselors who
responded fall between the ages of 46-55. This point is inconclusive because 17% of
respondents left this answer blank.
The MSQ-short form also allowed this author to investigate education level by asking
about the years of education acquired. Sixty-nine percent (69%) of respondents had
42
attained a Masters Degree or 19 years of education. This level of education is in response
to the requirements stated in the Rehabilitation Act.
Rehabilitation Counselors in this study reported years at their present job. The highest
frequency, 26%, was for 0-5 years at the same job. This may mean there are new
Rehabilitation Counselors practicing in the field. The next highest percentage 16%, was
for 15-20 years of experience.
Another fascinating detail appeared when participants were questioned about the total
years of experience individuals had in Rehabilitation. The highest percentage was 19%
with 25-30 years in the Rehabilitation field. Eleven percent (11%) of responses reported
30 plus years of experience in the Rehabilitation field. This length of employment
implies rehabilitation counselors are generally satisfied with their career. These figures
coupled with the reported age range for responding counselors to be between 50-60 plus,
suggest that 43% of Rehabilitation Counselors may be nearing retirement age within the
next 5-10 years?
Past Satisfaction Research
Job satisfaction is a complex affective reaction to the job performed. There are many
factors to consider when determining the level of satisfaction one has. Research implies
“job satisfaction is important due to its impact on absenteeism, (1) turnover, (2) and
prosocial “citizenship” behaviors such as helping coworkers, helping customers and being
more cooperative” (Karl & Sutton, 1998, p.515).
43
The individual questions of the MSQ-short form also had some interesting responses. A
few factors which this author researched were General, Intrinsic, and Extrinsic
Satisfaction levels.
General Satisfaction is an individual’s general feeling about one’s own job. To determine
general satisfaction, one considers responses to questions one through twenty. After
examination of these questions on the survey, it was found, the respondents were
generally satisfied with their job. The average general satisfaction score on a one hundred
(100) point scale was 77.04. Upon reviewing norms reported in the MSQ manual,
engineers had a similar score of 77.88, for general satisfaction. The results from this
study were also consistent with past satisfaction research with network professionals and
investment managers Chapter 2 reported that a salary survey asked network professionals
about their jobs and found workers to be basically satisfied.
Intrinsic satisfaction describes how positive an individual feels about his or her job
performance. Intrinsic satisfaction relates to Intrinsic factors, like opportunities for
advancement, recognition, and achievement. The questions that addressed the Intrinsic
satisfaction level were questions 1, 2, 3, 4, 7, 8, 9, 10, 11, 15, 16, and 20. The Intrinsic
satisfaction score was 49.63. This mean score is similar to normative data for engineers
and salesmen. There mean scores were 48.53 and 50.25 respectively.
Ninety-five percent (95%) of the responding population for this study, felt Satisfied or
Very Satisfied with the chance to do work alone (question #2). Ninety-five percent (95%)
44
stated they were Satisfied or Very Satisfied with the chance to do different things from
time to time (question #3). Ninety-six percent (96%) said they had a chance to do things
for other people (question #9).
Extrinsic satisfaction relates to extrinsic factors such as supervision, pay, policies,
working conditions, interpersonal relations, and security. Extrinsic satisfaction pertains
to outside factors and if these factors are perceived positively or negatively. Questions on
the MSQ-short form which correlate with extrinsic satisfaction level are 5, 6, 12, 13, 14,
and 19. The extrinsic satisfaction score was 19.43 this score is similar to normative
scores in previous research for office clerks and machinists. These scores were 19.37 and
19.70 respectively. These findings are similar to past satisfaction research which reported
extrinsic factors were not a leading consideration when determining overall satisfaction.
When investment management professionals in the United States were asked about their
jobs, they were “largely happy with their jobs, but money is not their main motivator”
(Cardona, 1996, p.9).
This previous statement also coincides with the research done during this study.
Although Forty-six percent (46%) were Very Dissatisfied or Dissatisfied with the way
company policies are put into practice and 55% of respondents were Dissatisfied with the
pay they received, 57% of the responding population reported being at the same job from
15 years to more than 30 years (refer to Table 3). Forty-two percent were Very
Dissatisfied or Dissatisfied with the job advancement. These three items could be a
significant determinate to general job satisfaction. General satisfaction is high despite
45
these low ratings. Furthermore, there are many long term counselors in this sample and
they remain at the agency because of the satisfaction with other factors.
Recommendations
The results of the current study appeared to support the following recommendations:
1) The instrumentation be updated before replication in the future.
2) The study to be replicated in the future to determine current satisfaction levels
of vocational rehabilitation counselors among both public and private sectors
in rehabilitation.
46
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