“I Wish We Could Have Done More”: A Narrative Case Study of Emerging Volunteer Engagement During COVID-19

The COVID-19 pandemic placed prolonged, multi-year demands on the systems supporting frontline workers in healthcare, public safety, and education. In response, approximately 150 licensed behavioral-health professionals and credentialed educators, trained in Psychological First Aid (PFA), built and staffed the Maine FrontLine WarmLine (MFLWL) as unpaid Volunteers from 21 March 2020 through 31 May 2021 and began fielding calls in April 2020, contributing approximately 33,000 h of service. Although the MFLWL fielded 100 calls in aggregate, engagement persisted and expanded into Community Outreach, reaching approximately 250 frontline workers. To understand that paradox, this narrative case study analyzed two waves of open-ended Volunteer surveys (n = 22; n = 20) using consensus-based thematic analysis. Four themes emerged: a specific COVID-19 frontline focus; personal and professional Calling; an intentionally cultivated Culture of self-care and relational support; and stakeholder relationships marked by experienced systemic betrayal and moral injury. Low call volume, rather than eroding engagement, appears to have activated Volunteers’ sense of Calling, converting frustrated readiness into new capability and new avenues of service. From these findings, we derive Emerging Volunteer Engagement (EVE), a values-and-process framework situated within Disaster Ecology that positions Volunteers as principal drivers of disaster response rather than interchangeable resources, with implications for Volunteer organization, support, and liability policy in future disasters.