Client: National Emergency Management and Response (National EMR)
Challenge: Managing the impacts of non-stop response operations, post-COVID.
Outcome: Enhanced team cohesion, engagement, and the introduction of practical tools for ongoing resilience.
In the high-stakes world of emergency management, National Emergency Management and Response (National EMR) is no stranger to handling all types of crises—from disasters like floods and hurricanes to devastating mass shootings. However, when the COVID-19 pandemic stretched on for over three years, the organization faced a new kind of challenge: the relentless strain of operating in a 24/7 crisis response mode for 1,095 consecutive days. “We were burned out,” shared Kayla Aragon, Director of Personnel Management. “The morale was very different, and we had to adjust to what steady state looked like—we kind of forgot what that even felt like.”
National EMR leadership recognized the mental and emotional toll on their staff. Despite their expertise in responding to external disasters, the internal strain of the pandemic required a different kind of intervention—one focused on rebuilding morale and resilience. Searching for a solution that would resonate with their team, they turned to Hummingly.
Kayla explained the importance of this decision: “We’ve had other companies come in and try to speak to National EMR, but the engagement was always low. Our team is a tough nut to crack.” When Jolie from Hummingly began her workshop, she immediately captured the team’s attention by sharing her own relatable experiences in disaster, showing how relevant and practically useful the session was going to be for the team." Jolie’s presentation was everything. So many of my staff came up to me afterward and said, ‘Thank you for finding something that was actually relevant to what we do and who we are as a team,’" Kayla shared.
"I usually don’t love group activities, but the activities were great and oriented toward building more empathy within the team and allowing each of us to understand that others have their struggles too," shared one team member, highlighting the personal impact of Hummingly’s approach.
Hummingly’s ‘Doing Well’ cards have since become a staple in the team's daily routine. “We’ve used the cards in our daily huddles ever since the workshop,” Kayla explained. “People still reference them in meetings - a shared language to talk about how we’re feeling or what we need from each other.” These practical tools provided the team with an easy, ongoing way to maintain the resilience they had begun to rebuild during the workshop.
Reflecting on the experience, Kayla shared that her initial fears of dedicating an entire day to training were quickly dispelled. “I was very nervous. If it didn’t go well, we’d never get that opportunity again. But it went beyond well. It gave us something we desperately needed—a sense of cohesion and practical tools to help us manage the emotional toll of what we do every day.”
Kayla also expressed gratitude for Hummingly’s unique ability to address both individual and organizational resilience in a meaningful way.
“We’ve been around since the 1940s, and this is the first time we’ve found a resource that truly speaks to both individual and organizational resilience. That’s hard to find, but now that we have it, I think it’s invaluable.”
Looking ahead, National EMR is excited to continue integrating the tools and strategies introduced during the workshop. With Hummingly’s support, the organization has found a path forward—one that not only acknowledges the challenges they’ve faced but empowers them to thrive in the future. Through this experience, they’ve rediscovered the strength, unity, and resilience necessary to continue their critical work, ready for whatever comes next.
