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Implicações da jornada de trabalho e horários concentrados - estudo de caso na divisão social da Câmara Municipal de Macedo de Cavaleiros
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Contexto e relevância: A Divisão Social do Município de Macedo de Cavaleiros desempenha um papel fundamental na orgânica da Câmara Municipal de Macedo de Cavaleiros, sendo um setor primordial na divulgação, acompanhamento e prestação de serviços sociais junto da população em situação de vulnerabilidade do concelho de Macedo de Cavaleiros. Compreender como os horários de atendimentos influenciam tanto o acesso dos cidadãos aos serviços sociais, quanto o bem-estar dos colaboradores é fundamental para aprimorar a eficiência, a eficácia e a satisfação no atendimento.
Questão de investigação: Como a jornada de trabalho e o horário concentrado influenciam a gestão de tempo no atendimento e o bem-estar físico e emocional dos colaboradores da Divisão Social?
Objetivo: Analisar a adequação dos horários de atendimento e a sua influência na satisfação dos utentes e na rotina dos colaboradores da Divisão Social.
Metodologia: A investigação foi conduzida através de um estudo de caso com abordagem quantitativa, utilizando dois questionários que foram aplicados a 144 cidadãos e aos 22 colaboradores. As respostas obtidas foram tratadas por análise estatística descritiva, com apoio a tabelas.
Resultados: Os horários atualmente praticados atendem, de forma geral, às necessidades da população e não constituem um obstáculo significativo no acesso aos serviços. A maioria dos inquiridos avaliou positivamente a qualidade e a eficácia do atendimento, assim como os tempos de espera. Os colaboradores destacaram impactos favoráveis da jornada de trabalho sobre o bem-estar físico e sobre o equilíbrio entre vida profissional e pessoal, embora alguns sinais de desgaste emocional tenham sido identificados.
Conclusões e recomendações: O modelo atual responde satisfatoriamente à maior parte das necessidades. No entanto, ajustes pontuais nos horários e na gestão do trabalho podem contribuir para a melhoria da qualidade do serviço e do bem-estar dos colaboradores. Recomenda-se reforçar a comunicação com os cidadãos e estudar a viabilidade de adoção de horários contínuos de atendimento e medidas de apoio ao desgaste emocional.
Context and relevance: The Social Division of the Municipality of Macedo de Cavaleiros plays a crucial role within the organisational structure of the Municipal Council, acting as a key sector in the dissemination, support, and provision of social services to vulnerable groups within the municipality. Understanding how service schedules influence both citizens’ access to social support and employees’ well-being is essential for improving efficiency, effectiveness, and satisfaction in service delivery. Research question: How do the working schedule and the adoption of a continuous timetable influence time management in service provision and the physical and emotional well-being of employees within the Social Division? Objective: To analyse the adequacy of the current service schedules and their influence on user satisfaction, as well as on the work routine and well-being of the employees in the Social Division. Methodology: The research was conducted through a case study with a quantitative approach, using two questionnaires administered to 144 citizens and 22 employees. The data collected were processed through descriptive statistical analysis supported by tables. Results: The current service schedules generally meet the needs of the population and do not represent a significant barrier to accessing services. Most respondents assessed the quality and effectiveness of the service positively, as well as the waiting times. Employees reported favourable effects of the working schedule on physical well-being and work–life balance, although some signs of emotional strain were noted. Conclusions and recommendations: Although the current model largely responds to the needs identified, small adjustments to service schedules and work organisation may further enhance service quality and employee well-being. It is recommended to strengthen communication with citizens and to examine the feasibility of adopting continuous service hours and measures to reduce emotional strain.
Context and relevance: The Social Division of the Municipality of Macedo de Cavaleiros plays a crucial role within the organisational structure of the Municipal Council, acting as a key sector in the dissemination, support, and provision of social services to vulnerable groups within the municipality. Understanding how service schedules influence both citizens’ access to social support and employees’ well-being is essential for improving efficiency, effectiveness, and satisfaction in service delivery. Research question: How do the working schedule and the adoption of a continuous timetable influence time management in service provision and the physical and emotional well-being of employees within the Social Division? Objective: To analyse the adequacy of the current service schedules and their influence on user satisfaction, as well as on the work routine and well-being of the employees in the Social Division. Methodology: The research was conducted through a case study with a quantitative approach, using two questionnaires administered to 144 citizens and 22 employees. The data collected were processed through descriptive statistical analysis supported by tables. Results: The current service schedules generally meet the needs of the population and do not represent a significant barrier to accessing services. Most respondents assessed the quality and effectiveness of the service positively, as well as the waiting times. Employees reported favourable effects of the working schedule on physical well-being and work–life balance, although some signs of emotional strain were noted. Conclusions and recommendations: Although the current model largely responds to the needs identified, small adjustments to service schedules and work organisation may further enhance service quality and employee well-being. It is recommended to strengthen communication with citizens and to examine the feasibility of adopting continuous service hours and measures to reduce emotional strain.
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Horários de atendimento Serviços sociais Satisfação do cidadão Bem-estar laboral Gestão pública