Empowering Personal Support Workers: Enhancing Job Satisfaction and Reducing Turnover through Co-operatives, Supported by Role Theory and Social Exchange Theory - A Case Study

Abstract

Canada’s aging population is growing rapidly, creating a need for stable and quality home care services. Despite this growth the Personal Support Worker (PSW) workforce is declining, with many PSWs leaving their roles within the first year. There is a lack of research exploring how role standardization and workplace empowerment affect PSW job satisfaction and turnover intentions. This study is supported by Role Theory and Structural Empowerment Theory to examine how job clarity and organizational structure influence PSW experiences. A case study approach was used to explore the impact of a worker co-operative model on PSW job satisfaction and retention. The research used a triangulated method, including five interviews (n=5) with PSWs, a co-op CEO, and a Canadian Standards Association representative, along with surveys from eight PSWs (n=8) and document analysis. The central research question asked: How does job role standardization and structural empowerment within a co-operative model affect job satisfaction and turnover intentions among PSWs? Findings demonstrated that PSWs reported that the co-operatives provide clearer job expectations, greater autonomy, and higher job satisfaction compared to other home care settings. The co-operative model offered a structured, transparent, and empowering work environment, contributing to lower turnover intentions. This study highlights the importance of role clarity and participatory governance in improving PSW retention. Future research should explore the scalability of the co-operative model and its long-term impact across diverse care settings.