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Heather M. Colvin and Rachel M. Taylor, Rapporteurs
Planning Committee on Workforce Resiliency Programs
Board on Health Sciences Policy
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THE NATIONAL ACADEMIES PRESS • 500 Fifth Street, NW • Washington, DC 20001
NOTICE: The project that is the subject of this report was approved by the Gov-
erning Board of the National Research Council, whose members are drawn from
the councils of the National Academy of Sciences, the National Academy of
Engineering, and the Institute of Medicine.
This study was supported by Contract No. HSHQDC-08-C-00111 between the
National Academy of Sciences and Department of Homeland Security. Any
opinions, findings, conclusions, or recommendations expressed in this publica-
tion are those of the author(s) and do not necessarily reflect the view of the or-
ganizations or agencies that provided support for this project.
International Standard Book Number-13: 978-0-309-25511-0
International Standard Book Number-10: 0-309-25511-2
Additional copies of this report are available from the National Academies
Press, 500 Fifth Street, NW, Keck 360, Washington, DC 20001; (800) 624-6242
or (202) 334-3313; http://www.nap.edu.
For more information about the Institute of Medicine, visit the IOM home page
at: www.iom.edu.
Copyright 2012 by the National Academy of Sciences. All rights reserved.
Printed in the United States of America
The serpent has been a symbol of long life, healing, and knowledge among al-
most all cultures and religions since the beginning of recorded history. The ser-
pent adopted as a logotype by the Institute of Medicine is a relief carving from
ancient Greece, now held by the Staatliche Museen in Berlin.
Suggested citation: IOM (Institute of Medicine). 2012. Building a resilient
workforce: Opportunities for the Department of Homeland Security: Workshop
summary. Washington, DC: The National Academies Press.
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The National Academy of Sciences is a private, nonprofit, self-perpetuating
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dedicated to the furtherance of science and technology and to their use for the
general welfare. Upon the authority of the charter granted to it by the Congress
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Dr. Charles M. Vest is president of the National Academy of Engineering.
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chair and vice chair, respectively, of the National Research Council.
www.national-academies.org
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PLANNING COMMITTEE ON WORKFORCE
RESILIENCY PROGRAMS1
LIEUTENANT GENERAL JAMES PEAKE (RET. ARMY) (Chair),
CGI Federal
JOSEPH BARBERA, The George Washington University
SCOTT A. MUGNO, FedEx Ground
KAREN H. SEXTON, University of Kentucky, Chandler Medical
Center
DAVID N. SUNDWALL, University of Utah School of Medicine
CATHERINE ZURN, Orange County Sheriff-Coroner Department
Study Staff
CATHARYN T. LIVERMAN, Senior Program Officer
HEATHER M. COLVIN, Program Officer
RACHEL M. TAYLOR, Research Associate
PAMELLA ATAYI, Senior Program Assistant
JUDY ESTEP, Program Associate
GARY WALKER, Financial Associate
1
The planning committee’s role was limited to planning the workshop, and the
workshop summary has been prepared by the workshop rapporteurs as a factual summary
of what occurred at the workshop.
v
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Reviewers
This summary has been reviewed in draft form by individuals chosen
for their diverse perspectives and technical expertise, in accordance with
procedures approved by the National Research Council’s Report Review
Committee. The purpose of this independent review is to provide candid
and critical comments that will assist the institution in making its
published summary as sound as possible and to ensure that the summary
meets institutional standards for objectivity, evidence, and responsiveness
to the study charge. The review comments and draft manuscript remain
confidential to protect the integrity of the process. We wish to thank the
following individuals for their review of this summary:
Amy B. Adler, Lead Scientist and Science Coordinator, United
States Army Medical Research Unit-Europe
Bryan W. Flynn, Associate Professor, Center for the Study of
Traumatic Stress, Department of Psychiatry, Uniformed Services
University of the Health Sciences
Dennis Holley, Supervisory Air Marshal in Charge, Transportation
Security Administration, Office of Law Enforcement/Federal Air
Marshal Service
Amy L. Kristof-Brown, Professor and Director, PhD Program in
Management and Organizations, Henry B. Tippie Research
Professor of Human Resource Management, The University of
Iowa
Although the reviewers listed above have provided many constructive
comments and suggestions, they did not see the final draft of the
workshop summary before its release. The review of this summary was
vii
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viii REVIEWERS
overseen by Linda Hawes Clever with the California Pacific Medical
Center and Stanford University School of Medicine, who was
responsible for making certain that an independent examination of this
summary was carried out in accordance with institutional procedures and
that all review comments were carefully considered. Responsibility for
the final content of this summary rests entirely with the rapporteurs and
the institution.
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Acknowledgments
The Workforce Resiliency Programs workshop series would not
have been possible without the Department of Homeland Security’s
(DHS’s) Office of Health Affairs (OHA) sponsorship of the Standing
Committee on Health Threats Resilience. Dr. Alexander Garza’s
leadership was critical in bringing attention to this timely issue. Dr.
Kathryn Brinsfield and Alisa Green’s dedication and attention to detail
made it possible to ensure that all stakeholders participated in the
workshops. The planning committee’s hard work created a dynamic
environment to present a broad array of views on a complex topic.
The planning committee wishes to express its gratitude to all the
speakers and panelists for their thoughtful and stimulating contributions.
The reviewers’ thoughtful comments helped clarify and focus the written
summary. Finally, the support of the Institute of Medicine staff ensured a
collaborative and productive planning process.
ix
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Contents
ACRONYMS xv
1 INTRODUCTION AND OVERVIEW 1
Organization of This Summary, 3
Background, 4
Resilience Within the Department of Homeland Security, 6
2 OVERVIEW OF THE DEPARTMENT OF HOMELAND
SECURITY RESILIENCE ISSUES AND PROGRAMS 9
An Overview of DHS Resilience Programs, 10
Department of Homeland Security’s Human Capital
Framework, 23
Understanding the Effect of Occupational Stressors on
Operational Readiness, 28
Communicating the Security Clearance Process and
Requirements, 30
Resilience Issues in Program and Policy Personnel Panel
Discussion, 34
References, 41
3 AN OPERATIONAL DEFINITION OF RESILIENCE 43
Defining Resilience for Communities and Organizations, 44
The Resilient Organization, 49
Integrating Resilience into Health and Safety, 51
Defining Long-Term Resilience Panel Discussion, 55
References, 58
xi
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xii CONTENTS
4 FACTORS INFLUENCING WORKFORCE
EFFECTIVENESS AND RESILIENCE 61
Sleep and Performance, 62
High-Reliability Organizations and Complex
Adaptive Systems, 65
Organizational and Cultural Changes for Employee
Work–Family Effectiveness, 70
Teams Under Stress: Cues, Consequences, and Corrections, 72
Leadership Effectiveness and Resilience, 76
Wellness and Resilience in the National Security Agency, 84
Chairman’s Total Force Fitness Framework, 86
Factors Influencing Workforce Effectiveness and Resilience
Panel Discussion, 88
References, 92
5 RESILIENCE PROGRAMS AND INTERVENTIONS 95
Comprehensive Soldier Fitness, 96
Resilience Research in the Military, 102
First-Responder Research and Workforce Resilience, 106
Resiliency Science Institutes, 112
Resilience Programs Panel Discussion, 118
References, 123
6 LEVERAGING EXISTING SERVICES AND
PROGRAMS TO SUPPORT RESILIENCE 125
Wellness Programs, 126
Employee Assistance Programs, 130
Leveraging Existing Services and Programs Panel
Discussion, 136
References, 138
7 UNDERSTANDING INDIVIDUAL AND
ORGANIZATIONAL RESILIENCE AND
PERFORMANCE MEASURES 141
Assessment of Organizational and Individual Stressor
and Resilience Factors in Operative and Nonoperative
First-Responder Personnel, 142
Measures of Employee Experience, 148
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xiii
CONTENTS
Organizational Management and Measurement:
Lessons Learned from 40 Years of FedEx
Employee Survey, 156
Understanding Individual and Organizational Resilience
and Performance Measures Panel Discussion, 160
References, 165
8 PERSPECTIVES ON PRIORITIES AND NEXT STEPS 167
Key Comments from the September Workshop, 168
Perspectives of Department of Homeland Security
Components on Resilience, 179
Closing Comments, 192
APPENDIXES
A Workforce Resiliency: A Workshop Series: Workshop
Agendas 195
B Workforce Resiliency Programs: A Workshop Series:
Planning Committee Biographies 205
C Speaker Biographies 211
D Standing Committee on Health Threats Resilience 231
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Acronyms
CBP Customs and Border Protection
CDC Centers for Disease Control and Prevention
CHCO Chief Human Capital Office
DCoE Defense Centers of Excellence for Psychological Health
& Traumatic Brain Injury
DHS Department of Homeland Security
DOD Department of Defense
EAP employee assistance program
EMS emergency medical services
EPA Environment Protection Agency
EVS Employee Viewpoint Survey
FAMS Federal Air Marshal Service
FEMA Federal Emergency Management Agency
FLETC Federal Law Enforcement Training Center
HRO high-reliability organization
ICE Immigration and Customs Enforcement
IOM Institute of Medicine
NIOSH National Institute for Occupational Safety and Health
NRC Nuclear Regulatory Commission
NSA National Security Agency
xv
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xvi ACRONYMS
OCHCO Office of the Chief Human Capital Officer
OCSO Office of the Chief Security Officer
OEF Operation Enduring Freedom
OHA Office of Health Affairs
OIF Operation Iraqi Freedom
OMB Office of Management and Budget
OPM Office of Personnel Management
PSD Personnel Security Division
PTSD post-traumatic stress disorder
SES senior executive service
START National Consortium for the Study of Terrorism
and Responses to Terrorism
TSA Transportation Security Administration
USCG U.S. Coast Guard
USCIS U.S. Citizenship and Immigration Services
USSS U.S. Secret Service
