Führen in der Krise – organisationales Krisenmanagement während der COVID-19-Pandemie („coronavirus disease 2019“) am Beispiel der Lebenshilfe Tirol

BACKGROUND: The COVID-19 (coronavirus disease 2019) pandemic poses a challenge to health care providers. Knowledge of organizational protective and risk factors is central to maintaining staff psychosocial well-being and client care. OBJECTIVE: The aim of this qualitative study with caregivers and leadership personnel is to identify specific protective and stress factors of staff members accompanying people with disabilities. This allows conclusions to be drawn about necessary adjustments to leadership in crisis situations. METHODOLOGY: Between October and December 2020, online-based expert interviews (N = 11) were conducted with staff members of Lebenshilfe Tirol. By applying axial coding of grounded theory, a model was created to explain the experience of health care workers in disability care. RESULTS: Stressful experience during the COVID-19 pandemic was characterized by uncertainty and a feeling of being overwhelmed, which were caused by the novelty of the situation, an excess of information, and altered working conditions with reduced participation. Positive experience was associated with meaningfulness as well as flat hierarchies and identification with the organization. By adapting the leadership behavior of the organisation, which before the crisis was characterized by flat hierarchies, it was possible to respond successfully to the pandemic. DISCUSSION: The results of this study point to changed demands on leadership behavior and a need for increased directive leadership during crises. This change from participative to directive leadership has to be accompanied by dialogue with all stakeholders in order to be accepted.