Operational Stress Control Service: An Organizational Program to Support Health Care Worker Well-Being

Martindale, Sarah L; Shura, Robert D; Cooper, Marc A; Womack, Sheila F; Hurley, Robin A; Vair, Christina L; Rowland, Jared A

OBJECTIVE: This manuscript details the methods, outcomes, and lessons learned from a successful multi-dimensional, interdisciplinary, institutional response to HCW well-being during the COVID-19 pandemic. METHODS: Operational Stress Control Service (OSCS) is a model for the prevention and management of stress and trauma implemented within an occupational system. Communication, Employee Wellness, and Intervention were targeted program aspects, adapted from an established US military protocol. RESULTS: Since April 2020, OSCS has received 4660 unique survey responses; reached 1007 employees in-person; informed 125 leadership-hosted videoconferences; and assisted 13 departments with grief and morale-related challenges. CONCLUSIONS: OSCS improved communication across the organization and allowed for rapid deployment of solutions to maintain effective operations. Results highlight the benefit of multiple avenues of frequent, bottom-up, and top-down communication. Creating such services during times of normalcy might be considered in preparation for future crisis.