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Responding to COVID-19: Lessons Learned from a Senior Living and Social Service Organization

This case study analyzes one senior living and social service organization’s coronavirus (COVID-19) crisis response. We conducted interviews with n = 14 department managers to explore the organization’s pivot to remote work and service provision. We used the Pearson and Mitroff Crisis Management Fra...

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Autores principales: Danilovich, Margaret, Norrick, Christie, Lessem, Rachel, Milstein, Laura, Briggs, Nikki, Berman, Rebecca
Formato: Online Artículo Texto
Lenguaje:English
Publicado: MDPI 2020
Materias:
Acceso en línea:https://www.ncbi.nlm.nih.gov/pmc/articles/PMC7709626/
https://www.ncbi.nlm.nih.gov/pubmed/33255877
http://dx.doi.org/10.3390/geriatrics5040098
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author Danilovich, Margaret
Norrick, Christie
Lessem, Rachel
Milstein, Laura
Briggs, Nikki
Berman, Rebecca
author_facet Danilovich, Margaret
Norrick, Christie
Lessem, Rachel
Milstein, Laura
Briggs, Nikki
Berman, Rebecca
author_sort Danilovich, Margaret
collection PubMed
description This case study analyzes one senior living and social service organization’s coronavirus (COVID-19) crisis response. We conducted interviews with n = 14 department managers to explore the organization’s pivot to remote work and service provision. We used the Pearson and Mitroff Crisis Management Framework to organize themes. A pre-existing culture of teamwork, willingness to adapt and adopt new approaches, and responsiveness to new policies and procedures facilitated the COVID-19 crisis response. However, low levels of digital literacy among staff, decreased job satisfaction due to no face-to-face interaction between care recipient and service provider, and lack of proactive policies for crisis response, which decreased the speed of enacting remote service provision, were obstacles in effective crisis response. Lessons learned from this case study highlight the need for pre-emptive policy creation on remote service provision and work from home policies, as well as training considerations for senior living and social service organizations.
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spelling pubmed-77096262020-12-03 Responding to COVID-19: Lessons Learned from a Senior Living and Social Service Organization Danilovich, Margaret Norrick, Christie Lessem, Rachel Milstein, Laura Briggs, Nikki Berman, Rebecca Geriatrics (Basel) Case Report This case study analyzes one senior living and social service organization’s coronavirus (COVID-19) crisis response. We conducted interviews with n = 14 department managers to explore the organization’s pivot to remote work and service provision. We used the Pearson and Mitroff Crisis Management Framework to organize themes. A pre-existing culture of teamwork, willingness to adapt and adopt new approaches, and responsiveness to new policies and procedures facilitated the COVID-19 crisis response. However, low levels of digital literacy among staff, decreased job satisfaction due to no face-to-face interaction between care recipient and service provider, and lack of proactive policies for crisis response, which decreased the speed of enacting remote service provision, were obstacles in effective crisis response. Lessons learned from this case study highlight the need for pre-emptive policy creation on remote service provision and work from home policies, as well as training considerations for senior living and social service organizations. MDPI 2020-11-26 /pmc/articles/PMC7709626/ /pubmed/33255877 http://dx.doi.org/10.3390/geriatrics5040098 Text en © 2020 by the authors. Licensee MDPI, Basel, Switzerland. This article is an open access article distributed under the terms and conditions of the Creative Commons Attribution (CC BY) license (http://creativecommons.org/licenses/by/4.0/).
spellingShingle Case Report
Danilovich, Margaret
Norrick, Christie
Lessem, Rachel
Milstein, Laura
Briggs, Nikki
Berman, Rebecca
Responding to COVID-19: Lessons Learned from a Senior Living and Social Service Organization
title Responding to COVID-19: Lessons Learned from a Senior Living and Social Service Organization
title_full Responding to COVID-19: Lessons Learned from a Senior Living and Social Service Organization
title_fullStr Responding to COVID-19: Lessons Learned from a Senior Living and Social Service Organization
title_full_unstemmed Responding to COVID-19: Lessons Learned from a Senior Living and Social Service Organization
title_short Responding to COVID-19: Lessons Learned from a Senior Living and Social Service Organization
title_sort responding to covid-19: lessons learned from a senior living and social service organization
topic Case Report
url https://www.ncbi.nlm.nih.gov/pmc/articles/PMC7709626/
https://www.ncbi.nlm.nih.gov/pubmed/33255877
http://dx.doi.org/10.3390/geriatrics5040098
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