Navigating Disruption & Crises: Field Ops Lessons From Pandemics to Wildfires

Co-authored by Pam Weimer and Evelyna Bellamy. Originally published in The Compliance Buzz on LinkedIn.

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Listening When It Matters Most

When the world turns upside down, whether from a pandemic or a wildfire, the first step forward is often just listening.

During the COVID-19 pandemic, our team launched a fact-finding effort: hundreds of calls to clinics across the country. The goal wasn't sales. It was clarity. We needed to understand:

• Which clinics were still offering respirator fit testing and medical evaluations
• Whether they used qualitative vs. quantitative methods, or both
• Which services had been suspended, like pulmonary function testing
• Whether employers needed accounts in place before scheduling services

The answers varied widely. Out of nearly 2,000 calls, more than 800 clinics said they only offered qualitative fit tests, 7 offered quantitative only, 44 offered both, and more than 760 couldn't provide a clear answer at all.

At times, staff uncertainty was obvious. On one call, I was told: "I don't know if it's qualitative or quantitative, I'd have to transfer you." That uncertainty, repeated across dozens of conversations, reinforced how confusing the landscape could be for employers trying to move quickly.

Lesson learned: Even in the middle of uncertainty, listening creates structure. What looks like inconsistency can actually reveal a roadmap for building a stronger, more reliable provider network.

Finding Clarity in the Noise

The pandemic calls also highlighted a common friction point. Many clinics required accounts or protocols before delivering employer-billed services. About 1 in 10 calls confirmed that an account was mandatory before scheduling. For employers, that was a frustrating dead end.

On one call, a staff member told me directly: "You'll need to set up an account before we can schedule that." While that could have been the end of the conversation, in many cases it wasn't. Staff often followed up by offering a corporate phone number or next steps for setup.

Almost 300 calls included this kind of "conversion signal"—a sign of goodwill and willingness to help even when barriers existed.

We also documented service suspensions. Pulmonary function tests were widely paused due to COVID safety measures, while most clinics continued respirator clearances, fit testing, and physicals. Instead of marking those clinics as inactive, we considered them partial-service providers.

Lesson learned: Precision in how we classify providers changes employer expectations, keeps clinics engaged, and prevents wasted outreach.

Precision in how we classify providers changes employer expectations, keeps clinics engaged, and prevents wasted outreach.

Fast Forward: Lessons From the Wildfires

Those pandemic-era lessons came rushing back during California's wildfire seasons. When flames disrupted entire regions, our team again reached out to clinics to verify operational status. Some had to close temporarily. Others scaled back services. Many stayed resilient.

To support employers and first responders, we flagged open clinics in our directory with a shield icon and "Operational: No impact from Wildfires" designation. That small signal gave employers immediate clarity at a time when hours mattered most.

Wildfires brought their own challenges:

• Respiratory risks spiked for firefighters and first responders exposed to smoke and toxins
• Compliance pressures intensified as departments still had to meet OSHA respirator fit testing and medical clearance requirements
• Mental health strain deepened as responders faced both physical danger and emotional trauma

In that context, ensuring clinic availability wasn't just about compliance. It was about protecting the people who protect us all.

Lesson learned: Crisis amplifies the value of a single source of truth. When employers can see at a glance which clinics are open and which services are available, they move faster, stay safer, and protect their teams.

Crisis amplifies the value of a single source of truth. When employers can see at a glance which clinics are open and which services are available, they move faster, stay safer, and protect their teams.

What This Means for Employers and Providers

Looking back, the throughline from pandemic calls to wildfire outreach is clear:

• Listening builds trust and surfaces insights that scale across the network
• Careful classification of providers creates clarity and keeps options open
• Visibility into operational status reduces wasted time and builds confidence

Closing Thought

Disruption is inevitable. A pandemic can pause pulmonary function testing. Wildfires can close clinics overnight. But occupational health doesn't stop needing answers.

That's why we keep listening. From the first phone calls in 2020 to provider status checks in 2025, Field Ops has learned that every conversation counts. Because every employer, provider, and employee deserves clarity when it matters most.

Resilience isn't built by avoiding disruption. It's built by navigating it together.