‘While you’re there, can you just … ’ The emotional labour of role extending in public services

IMPACTAs public services are redesigned to lever more activities into each contact with the public, this has extended the roles of public service workers beyond core competencies. The fire service case indicates that role extension should not be seen as a cost-free add-on, as it reduces the mitigating factors which help workers to manage emotional labour. Where public services are encouraging staff to role extend, organizations need to be much more aware of and supportive of the emotional strain and provide appropriate training.