Management of social service organizations and factors of resilience during the extreme situation

The social changes taking place in today's world, the intensifying processes of globalization and the development of technological processes encourage organizations to take social responsibility and strengthen their social resilience. The recent question - why some organizations, which have experienced difficulties, crisis situations and adverse events, can overcome unforeseen difficulties, maintain structure and continue to function efficiently, while other organizations are unable to overcome the challenges, justifies the relevance of the article. Therefore The article discusses the factors of social resilience that affect the activities of organisations providing social services. It is revealed how these organisations can work effectively to strengthen social resistance when facing new challenges, difficulties, unfavourable business circumstances and crisis situations. It analyses the current difficulties faced by service organizations and identifies the key challenges that organizations face. It defines the concept of social resilience and identifies what factors of social resilience influence the management and performance of service organizations. Purpose – The aim of the paper is to reveal the factors of social resilience of organizations that help to overcome challenges by presenting a theoretical model of the factors of influence of social resilience of organizations and empirically substantiating the factors of social resilience of organizations in service provision and management. Design/methodology/approach – A qualitative exploratory study was conducted. The research method is structured interviewing. The results of the study are summarized in the table below. Findings – Social resilience is the response to shocks, adapting to change to manage crisis effectively. The most important factors for resilience of organizations in coping with challenges and emergencies are: 1. Human resource management; 2. Standardized risk management procedures; 3. Strategic planning. The least important factors in resilience to emergencies are innovation and initiative and the development of technology and knowledge. Research limitations/implications – The study was conducted in Lithuanian social services organizations. 5 managers of social services institutions - experts in their field were surveyed. Due to this limitation, research insights can only be viewed as subjective opinions of experts in one area. Practical implications – the results of this study may be useful for social service institutions in coping with emergencies and improving the quality of their activities. Originality/Value – The results of the survey can help service organizations cope with unanticipated changes and emergencies