Danilovich Margaret, Norrick Christie, Lessem Rachel, Milstein Laura, Briggs Nikki, Berman Rebecca
CJE SeniorLife-Leonard Schanfield Research Institute Chicago, Chicago, IL 60645, USA.
Department of Physical Therapy and Human Movement Sciences, Feinberg School of Medicine, Northwestern University, Chicago, IL 60611, USA.
Geriatrics (Basel). 2020 Nov 26;5(4):98. doi: 10.3390/geriatrics5040098.
This case study analyzes one senior living and social service organization's coronavirus (COVID-19) crisis response. We conducted interviews with = 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.
本案例研究分析了一家老年生活和社会服务组织对冠状病毒（COVID-19）危机的应对措施。我们采访了14名部门经理，以探讨该组织向远程工作和服务提供的转变。我们使用皮尔逊和米特罗夫危机管理框架来组织主题。团队合作的既有文化、适应和采用新方法的意愿以及对新政策和程序的响应能力促进了对COVID-19危机的应对。然而，员工的数字素养水平较低、由于服务接受者和服务提供者之间缺乏面对面互动导致工作满意度下降，以及缺乏积极主动的危机应对政策，降低了实施远程服务提供的速度，这些都是有效危机应对中的障碍。从本案例研究中吸取的经验教训凸显了制定关于远程服务提供和在家工作政策的先发制人政策的必要性，以及老年生活和社会服务组织的培训考虑因素。
