Coping with life-threatening experiences at the street-level: the case of police officers in the October 7 attack in Israel

How do street-level bureaucrats cope with acute, life-threatening experiences at work, and what are the consequences of such exposure? Based on 30 in-depth interviews with Israeli police officers who operated during the October 7 attack on Israel, we identify two coping mechanisms that enabled them to function under threat: auto-pilot mode, meaning relying on instinct and training, and detachment, meaning suppressing their emotions to complete their task. After the attack, officers reported less trust in state institutions, their organization, and the public. To cope, they relied mainly on peer support from colleagues who had undergone similar experiences. These experiences altered their professional behaviour, leading to cautiousness with citizens. The study contributes to public management by showing how exposure to acute, life-threatening experiences shapes street-level bureaucrats’ coping mechanisms and how these mechanisms may support organizational resilience during and after a crisis. Content warning: This article contains graphic descriptions of a warzone.