Why do street-level bureaucrats (SLBs) risk their lives in times of acute crisis? The literature refers to several factors that may explain SLBs decision to risk their lives, such as personal ideology, incentives and sanctions from their organization and pressure from the public. Nevertheless, the factors that lead them to put themselves in the line of fire in times of crises may differ from their daily duties.
To explore our research question, we use the case of the October 7 attack in Israel. In this attack, Hamas's armed forces entered the southern border of the State of Israel and murdered more than 1,200 civilians and troops. In these events, police officers, some on duty and some off duty, were first responders in several locations. 62 police officers lost their lives in these events. We have conducted semi-structured interviews with 29 police officers who actively risked their lives in this event.
Our findings suggest that while SLBs are exposed to risk on everyday interactions with clients, and while they are willing to risk their lives in return for incentives, in the name of their ideological beliefs and due to their personal status, in times of acute crisis, their motivations are more intrinsic: saving life, saving their comrades and their family, performing their duty and their mission in life. These motivations are strong enough to bring people to stand in the actual line of fire – facing threats they are not familiar with, in extreme high-pressure situation such as the October 7 attack.
Our study offers several contributions to the literature. First, while life risking behavior of street-level bureaucrats have been studied in daily interactions with clients, responses to acute crisis have not been studied before. Second, exploring reactions to the October 7 attack in Israel offers a chance to explore SLBs' reaction to a massive terror attack, in scales only similar to those of the 9/11 attack on the United States. Lastly, on a practical level, understanding what factors influence SLBs to risk their lives as part of their job in acute crisis situations can assist public organizations better prepare for such events.