Competency Disparities and Human Resource Challenges in The Implementation of Social Welfare Service Standards

Eni Rohyati, Arif Kurniar Rakhman, Dewi Handayani Harahap

Abstract


The implementation of Social Welfare Service Standards (SPM) is a very important policy tool to ensure that the basic rights of Social Welfare Service Recipients (PPKS) are fulfilled. However, in practice, the implementation of these standards still faces many problems, especially those related to human resources. The purpose of this study is to analyse the imbalance of competencies and challenges that exist in human resources when implementing Social Welfare Service Standards in the Special Region of Yogyakarta.The approach used in this study is qualitative with a descriptive evaluative method, which applies the Context, Input, Process, and Product (CIPP) evaluation model. Data were obtained through in-depth interviews, observations, and document analysis using purposive sampling techniques from key informants directly involved in the implementation of social welfare services. The results of this study indicate a significant difference between the competency standards set in the regulations and the actual capabilities of human resources in the field. Several contributing factors are the limited number of professionals, lack of specialisation, minimal continuing training, and an unbalanced distribution of workloads, resulting in high workloads and overlapping tasks. As a result, the services provided tend to be administrative and reactive in nature, which means that the social rehabilitation objectives in the areas of social function recovery and independence of service recipients have not been optimally achieved. Therefore, improving competencies through systematic training, regulating workloads based on needs analysis, and developing a professional human resource management system are important for improving the quality and effectiveness of social welfare services.

Keywords


Competency imbalance, human resources, social services, social welfare service standards, workload

Full Text:

FULL TEXT

References


Abdullah, M. I., Huang, D., Sarfraz, M., Ivascu, L., & Riaz, A. (2021). Effects of internal service quality on nurses’ job satisfaction, commitment and performance: Mediating role of employee well‐being. Nursing Open, 8(2), 607-619. https://doi.org/10.1002/nop2.665

Alivia, P., & Raharjo, T. H. (2024). Pengaruh Kompetensi Sumber Daya Manusia, Motivasi Kerja, dan Kepuasan Kerja terhadap Kualitas Pelayanan Pegawai Kantor Kecamatan se-Kota Semarang. Business and Accounting Education Journal, 5(2), 149-169. https://doi.org/10.15294/baej.v5i2.10464

Bakker, A. B., & Demerouti, E. (2017). Job demands–resources theory: taking stock and looking forward. Journal of occupational health psychology, 22(3), 273. https://doi.org/10.1037/ocp0000056

Banks, S., Cai, T., de Jonge, E., & Shears, J. (2020). Practising ethically during COVID-19: Social work challenges and responses. International Social Work, 63(5), 569–583. https://doi.org/10.1177/0020872820949614

Betan, A., Sofiantin, N., Sanaky, M. J., Primadewi, B. K., Arda, D., Kamaruddin, M. I., & AM, A. M. A. (2023). Kebijakan Kesehatan Nasional. Yayasan Penerbit Muhammad Zaini.

Bhoir, M., & Sinha, V. (2024). Employee well-being human resource practices: a systematic literature review and directions for future research. Future Business Journal, 10(1), 95. https://doi.org/10.1186/s43093-024-00382-w

Chaves-Montero, A., Blanco-Miguel, P., & Ríos-Vizcaíno, B. (2025, March). Analysis of the predictors and consequential factors of emotional exhaustion among social workers: A systematic review. In Healthcare (Vol. 13, No. 5, p. 552). MDPI. https://doi.org/10.3390/healthcare13050552

Demerouti, E., Bakker, A. B., Nachreiner, F., & Schaufeli, W. B. (2001). The job demands-resources model of burnout. Journal of Applied psychology, 86(3), 499. https://doi.org/10.1037/0021-9010.86.3.499

Dreison, K. C., Luther, L., Bonfils, K. A., Sliter, M. T., McGrew, J. H., & Salyers, M. P. (2018). Job burnout in mental health providers: A meta-analysis of 35 years of intervention research. Journal of occupational health psychology, 23(1), 18. https://doi.org/10.1037/ocp0000047

ElMassah, S., & Mohieldin, M. (2020). Digital transformation and localizing the sustainable development goals (SDGs). Ecological Economics, 169, 106490. https://doi.org/10.1016/j.ecolecon.2019.106490

Fernandes, G. C. M., Bellaguarda, M. L. D. R., Heideman, I. T. S. B., Meirelles, B. H. S., Silva, H. L. D., & Cárdenas, Á. V. R. (2020). Demands for psychosocial support from communities vulnerable to natural disasters. Revista Brasileira de Enfermagem, 73(suppl 1), e20190213. https://doi.org/10.1590/0034-7167-2019-0213

Garg, N., & Singh, P. (2020). Work engagement as a mediator between subjective well-being and work-and-health outcomes. Management Research Review, 43(6), 735-752. https://doi.org/10.1108/MRR-03-2019-0143

Guilaran, J., & Nguyen, H. A. (2020). Mental health and psychosocial support services for disaster responders in Southeast Asia. Journal of Humanitarian Assistance and Disaster Resilience, 12(3), 345–360. https://doi.org/10.1108/s2040-726220200000021008

Hamzah, W. (2019). Pengaruh Beban Kerja dan Dukungan Sosial Terhadap Kelelahan Kerja. Psikoborneo: Jurnal Ilmiah Psikologi, 7(2), 336-343. https://doi.org/10.30872/psikoborneo.v7i2.4789

Hastuti, A. W., & Aini, Q. (2024). Impact of Organizational Climate, Workload, and Patient-Centered Care in Hospital to Improve Nursing Service Quality. Integrative Biomedical Research, 8(5), 1-6. https://doi.org/10.25163/angiotherapy.859702

Herwine, W., Harahap, D. H., & Widiantoro, F. X. (2024). Hubungan antara Beban Kerja dengan Stres Kerja pada Karyawan Bagian Customer Service yang Berada pada Tahap Dewasa Awal di PT. SDN. Jurnal Psikologi, Vol 20, No. 2, 93-101.

Hilty, D.M., Groshong, L.W., Coleman, M., Maheu, M.M., Armstrong, C.M., Smout, S.A., Crawford, A., Drude, K.P. and Krupinski, E.A. (2023). Best practices for technology in clinical social work and mental health professions to promote well-being and prevent fatigue. Clinical Social Work Journal, 51(3), 211-245. https://doi.org/10.1007/s10615-023-00865-3

Hronec, M., Beresecká, J., & Hronec, Š. (2022). Social responsibility in local government.

Huang, H., Liu, L., Yang, S., Cui, X., Zhang, J., & Wu, H. (2019). Effects of job conditions, occupational stress, and emotional intelligence on chronic fatigue among Chinese nurses: a cross-sectional study. Psychology research and behavior management, 351-360. https://doi.org/10.2147/prbm.s207283

Istiono, W., Sutomo, A. H., Izhar, M. D., & Welembuntu, M. (2024). Strategi Penerapan Patient Centered Care pada Pelayanan Kesehatan Primer. UGM PRESS.

Jiang, S., Liu, Z., Nayilan, H., Du, R., & Wang, L. (2023). Examining the mediator of emotional exhaustion and the moderator of work support in the association between person–Job Fit and mental health: Evidence from a nationally representative sample of social workers in China. The British Journal of Social Work, 53(8), 3882-3902. https://doi.org/10.1093/bjsw/bcad148

Kaihlanen, A. M., Laukka, E., Nadav, J., Närvänen, J., Saukkonen, P., Koivisto, J., & Heponiemi, T. (2023). The effects of digitalisation on health and social care work: a qualitative descriptive study of the perceptions of professionals and managers. BMC health services research, 23(1), 714. https://doi.org/10.1186/s12913-023-09730-y

Kardeti, D., Gunawan, B., Rusyidi, B., & Prasetiyani, N. (2021). The ICT Usage in Delivering Integrated Social Welfare Services. International Journal on Advanced Science, Engineering and Information Technology, 11(3), 1117-1124. https://doi.org/10.18517/ijaseit.11.3.11313

Khatri, N., Gupta, V., & Varma, A. (2017). The relationship between HR capabilities and quality of patient care: The mediating role of proactive work behaviors. Human resource management, 56(4), 673-691. https://doi.org/10.1002/hrm.21794

Kwame, A., & Petrucka, P. M. (2021). A literature-based study of patient-centered care and communication in nurse-patient interactions: barriers, facilitators, and the way forward. BMC nursing, 20(1), 158. https://doi.org/10.1186/s12912-021-00684-2

Lévesque, M., & Negura, L. (2021). Organizational context and healthcare reforms: what effect on the professional distress of Canadian social workers and social service provision?. Frontiers in sociology, 6, 651240. https://doi.org/10.3389/fsoc.2021.651240

Lizano, E. L. (2021). Work engagement and its relationship with personal well-being: A cross-sectional exploratory study of human service workers. Human Service Organizations: Management, Leadership & Governance, 45(4), 326-336. https://doi.org/10.1080/23303131.2021.1898071

Luna, D., Figuerola-Escoto, R. P., Sienra-Monge, J. J. L., Hernández-Roque, A., Soria-Magaña, A., Hernández-Corral, S., & Toledano-Toledano, F. (2023, November). Burnout and its relationship with work engagement in healthcare professionals: A latent profile analysis approach. In Healthcare (Vol. 11, No. 23, p. 3042). MDPI. https://doi.org/10.3390/healthcare11233042

Mahmuda, D., Saputra, R., & Nurrahman, A. (2022). Kompetensi Aparatur Dalam Meningkatkan Kualitas Pelayanan Publik Di Dinas Tenaga Kerja Dan Transmigrasi Kabupaten Pesawaran Provinsi Lampung. Jurnal Pemerintahan dan Keamanan Publik (JP dan KP), 4(1), 18-36. https://doi.org/10.33701/jpkp.v4i1.2418

Maslach, C., Schaufeli, W. B., & Leiter, M. P. (2001). Job burnout. Annual review of psychology, 52(2001), 397-422. https://doi.org/10.1146/annurev.psych.52.1.397

Maulidah, K., Ali, S., & Pangestuti, D. C. (2022). Pengaruh Beban Kerja dan Kepuasan Kerja terhadap Turnover Intention Karyawan RSU “ABC” Jakarta Selatan. Jurnal Akuntansi, Keuangan dan Manajemen, 3(2), 159-176. https://doi.org/10.35912/jakman.v3i2.611

Moleong, L. J. 2007. Metodologi Penelitian Kualitatif. Bandung: Rosda Karya.

Monroe, S. M., Slavich, G. M., & Fink, G. (2016). Stress: Concepts, cognition, emotion, and behavior. Handbook of Stress Series, 1, 109-115.

Montgomery, A., Panagopoulou, E., Kehoe, I., & Valkanos, E. (2011). Connecting organisational culture and quality of care in the hospital: is job burnout the missing link?. Journal of health organization and management, 25(1), 108-123. https://doi.org/10.1108/14777261111116851

Neuman, W. L. (2014). Social research method: qualitative and quantitative approach. USA: Pearson Education Limited.

Nordin, S., Sturge, J., Ayoub, M., Jones, A., McKee, K., Dahlberg, L., Meijering, L. and Elf, M., (2021). The role of information and communication technology (ICT) for older adults’ decision-making related to health, and health and social care services in daily life—A scoping review. International Journal of Environmental Research and Public Health, 19(1), 151. https://doi.org/10.3390/ijerph19010151

Ocloo, J., Garfield, S., Franklin, B. D., & Dawson, S. (2021). Exploring the theory, barriers and enablers for patient and public involvement across health, social care and patient safety: a systematic review of reviews. Health research policy and systems, 19(1), 8. https://doi.org/10.1186/s12961-020-00644-3

Orru, K., Nero, K., Nævestad, T.O., Schieffelers, A., Olson, A., Airola, M., Kazemekaityte, A., Lovasz, G., Scurci, G., Ludvigsen, J. and de los Rios Pérez, D.A., 2021. Resilience in care organisations: challenges in maintaining support for vulnerable people in Europe during the Covid‐19 pandemic. Disasters, 45, S48-S75. https://doi.org/10.1111/disa.12526

Özer, M. (2023). Education policy actions after the February 6, 2023 earthquake in Türkiye. Bartın University Journal of Faculty of Education, 12(3), 1–15. https://doi.org/10.14686/buefad.1261101

Pijpker, R., Vaandrager, L., Veen, E. J., & Koelen, M. A. (2020). Combined interventions to reduce burnout complaints and promote return to work: a systematic review of effectiveness and mediators of change. International journal of environmental research and public health, 17(1), 55. https://doi.org/10.3390/ijerph17010055

Puspitaningrum, I., & Hartiti, T. (2017). Peningkatan Kualitas Personal Dan Profesional Perawat: Melalui Pengembangan Keprofesian Berkelanjutan (PKB). Deepublish.

Rambulangi, C. J. (2016). Hubungan antara beban kerja dengan kelelahan kerja pegawai. Psikoborneo: Jurnal Ilmiah Psikologi, 4(2). https://doi.org/10.30872/psikoborneo.v4i2.4003

Rizal, M. S. (2020). Analisis Dampak Beban Kerja dan Komunikasi Organisasi Terhadap Semangat Kerja. Psikoborneo: Jurnal Ilmiah Psikologi, 8(3), 352-360. https://doi.org/10.30872/psikoborneo.v8i3.5355

Rony, Z. T. (2025). Systematic literature review: faktor-faktor yang mempengaruhi kualitas pelayanan. JEMMA (Journal of Economic, Management and Accounting), 8(1), 46-59. https://doi.org/10.35914/jemma.v8i1.3098

Safitri, H. U. (2020). Hubungan beban kerja dengan stres kerja. Psikoborneo: Jurnal Ilmiah Psikologi, 8(2), 174. https://doi.org/10.30872/psikoborneo.v8i2.4897

Sanita, I. C. (2018). Hubungan Antara Motivasi Kerja dan Kepuasan Kerja Dengan Pelayanan Prima. Psikoborneo, 6(4), 499-504. https://doi.org/10.30872/psikoborneo.v6i4.4671

Schleiff, M. J., Aitken, I., Alam, M. A., Damtew, Z. A., & Perry, H. B. (2021). Community health workers at the dawn of a new era: 6. Recruitment, training, and continuing education. Health Research Policy and Systems, 19(Suppl 3), 113. https://doi.org/10.1186/s12961-021-00757-3

Sim, T., He, M., & Dominelli, L. (2022). Social work core competencies in disaster management. Research on Social Work Practice, 32(7), 742–756. https://doi.org/10.1177/10497315211055427

Stufflebeam, Daniel, L. (2003). The CIPP Model for Evaluation.; an Update, a riview of the model’s development, a checklist to guide implementation. Oregon: Presented at the 2003 Annual Conference of the Oregon Program Evaluators Network (OPEN).

Sugiyono. (2019). Metode Penelitian Kualitatif, Kuantitatif, dan R&D. Bandung: Alfabeta.

Syarifah, A., & Rahayu, S. (2024). Systematic review: Pengaruh kompetensi tenaga kesehatan dan pelayanan kesehatan terhadap kepuasan pasien di rumah sakit. Jurnal Administrasi Rumah Sakit Indonesia, 3(1), 26-35.

Tang, X., & Li, X. (2021). Role stress, burnout, and workplace support among newly recruited social workers. Research on Social Work Practice, 31(5), 529-540. https://doi.org/10.1177/1049731520984534

Vihari, N. S., Yadav, M., Shah, S., Balodi, A., Tolani, M., & Mittal, S. (2024). Impact of sustainable human resource management on employee work wellbeing: Examining the mediating role of employee empowerment and moderating influence of organizational identification. Employee Responsibilities and Rights Journal, 1-27. https://doi.org/10.1007/s10672-024-09514-4

World Health Organization. (2021). Guidance on community mental health services: Promoting person-centred and rights-based approaches. WHO. https://iris.who.int/handle/10665/341648

Zain, N. S., Ulya, N., Wasir, R., & Istanti, N. D. (2024). Memanfaatkan Data untuk Meningkatkan Pengambilan Keputusan Berbasis Bukti dalam Sistem Kesehatan Indonesia: Memanfaatkan Data untuk Meningkatkan Pengambilan Keputusan Berbasis Bukti dalam Sistem Kesehatan Indonesia. Afiasi: Jurnal Kesehatan Masyarakat, 9(1), 25-34. https://doi.org/10.31943/afiasi.v9i1.352

Zhang, N., & He, X. (2022). Role stress, job autonomy, and burnout: The mediating effect of job satisfaction among social workers in China. Journal of Social Service Research, 48(3), 365-375. https://doi.org/10.1080/01488376.2022.2048289

Zhang, Y., Callaghan-Koru, J. A., & Koru, G. (2024). The challenges and opportunities of continuous data quality improvement for healthcare administration data. JAMIA open, 7(3), ooae058. https://doi.org/10.1093/jamiaopen/ooae058




DOI: http://dx.doi.org/10.30872/psikostudia.v15i1.25201

Refbacks

  • There are currently no refbacks.


Copyright (c) 2026 Eni Rohyati et all

Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

 

Psikostudia: Jurnal Psikologi is indexed by:

Creative Commons Attribution-ShareAlike 4.0 International License

Psikostudia: Jurnal Psikologi Published by Faculty of Social and Political Sciences, University of Mulawarman, Samarinda, East Kalimantan. This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

 _________________________________________

Psikostudia: Jurnal Psikologi

Department of Psychology
Faculty of Social and Political Sciences, University of Mulawarman
Jl. Muara Muntai Kampus Gn. Kelua Samarinda 75411
Phone: +62 813 35350368
E-Mail: psikostudia@fisip.unmul.ac.id