Putting the Humanity Back Into Public Human Resources Management: A Narrative Inquiry Analysis of Public Service in the Time of COVID-19

Amid a global pandemic, unprecedented numbers of citizens relied on essential public employees as lifelines for their health, safety, and connectedness to the broader community. These public servants worked tirelessly through collective trauma to ensure their neighbors had what was needed to maintain some semblance of a routine in an otherwise unpredictable environment. This article uses narrative inquiry to examine the implications of the COVID-19 pandemic disruption on the public sector workplace, the quality of work life, and to investigate how employees coped during the crisis. Our research reports on interviews with 43 front-line and behind-the-scenes public employees who describe how they coped, maintained their public service motivation, and worked through increased demands for emotional labor in this new work-life environment. The findings suggest the need for human resources policies that allow for a flexible, reflective, holistic, and person-centered approach.