Public service crisis caused by the influx of Ukrainian refugees from the perspective of the job demands resources model

Purpose This study examines the well-being of public servants by utilizing the Job Demands-Resources model during a crisis, contributing to research on human resources management in public institutions. Design/methodology/approach The research investigates the potential moderating roles of Public Service Motivation (PSM) and resilience relative to demanding jobs, available resources, and adverse outcomes in an unprecedented scenario-a situation of adversity. The survey was conducted among civil servants directly involved in serving refugees in main provincial offices that had established crisis centers for Ukrainian refugees in Poland between March and May 2023, when demand for work permits rose due to the protracted war. A total of 138 complete responses were collected. The regression models were supplemented using Johnson's Relative Weight Analysis (RWA). Findings Results indicated that respondents faced heightened job demands and limited job resources, leading to significant stress and extended fatigue; however, the anticipated moderating effects of PSM and resilience were not evident. Originality/value The research advances management scholarship by identifying factors that shape mental health and performance measures in public-sector employees operating in extreme conditions. It offers empirical insights into how crisis-induced workloads challenge human resource management and organizational functioning, which have been insufficiently examined in prior studies.