"We were all trying to figure it out as we go." A Narrative Inquiry Exploring the Sensemaking Processes of Senior Housing Officers During the COVID-19 Pandemic

Abstract

When it comes to crisis management, higher education is no stranger to the response, management, and evaluation of a crisis. As campus administrators, we regularly navigate crises, but during the COVID-19 pandemic, reflection and evaluation were minimal. When working in a person-centered environment, the scope of crises is varied and unique, therefore the understanding and decision-making of senior leadership staff is instrumental in institutional success. This study explores the critical role of Housing and Residence Life (HRL) Senior Housing Officers (SHOs) in managing crises on college campuses, with a particular focus on the COVID-19 pandemic. The research examines the sensemaking processes of Senior Housing Officers (SHOs) during the initial two years of the pandemic and how these experiences informed their decision-making and crisis management strategies. Utilizing a qualitative narrative inquiry approach, the research highlights the lived experiences of nine SHOs from large, public, research institutions in the Southeastern Conference (SEC). The findings reveal five key themes: 1) aversion to sensemaking; 2) experiential learning; 3) decision-making; 4) sensemaking; and 5) community. The study underscores the challenges faced by SHOs, including the overwhelming nature of the pandemic, the need for rapid decision-making, and the reliance on past experiences to navigate unprecedented situations. Additionally, the research emphasizes the significance of community and collaboration among SHOs, which provided essential support and benchmarking during the crisis. The study contributes to the literature on crisis management in higher education by providing insights into the unique experiences of SHOs and offering practical recommendations for future crisis preparedness. This study advocates for the integration of crisis response roles into position descriptions, the importance of mental health support for SHOs, and the need for ongoing training and tabletop exercises to enhance preparedness. Ultimately, this research aims to inform the practice of HRL professionals and support the development of effective crisis management strategies in higher education.