Organizational resilience in first-response agencies: Visual responses from first responders during the COVID-19 pandemic

Organizational resilience is considered essential not only for the survival of organizations but also for bouncing back from adversity and maybe even thriving in the aftermath of a crisis. While much is known about organizational resilience in different types of high-risk professions, less is known about the development and impact of organizational resilience within public first- response organizations. First responders are constantly coping with emergency situations and, therefore, must continually assess and reassess organizational resilience. To address this gap, this study explores the management of first-response organizations during the COVID-19 pandemic. Using visual methods and qualitative interviews with firefighters, police officers, emergency medical technicians, and paramedics working in the U.S. during the height of the COVID-19 pandemic, this study examines the impact of the internal and external context as well as specific organizational capabilities on the challenges and opportunities for organizational resilience. Common challenges impacting organizational resilience include inaction, inconsistent decontamination procedures, and a lack of perceived community support. Opportunities for promoting organizational resilience in first-response agencies include consolidating information, using equipment creatively, balancing protocol and patient needs, and sharing personnel and resources.