Question

Conflict in an Emergency Situation: A Case Study

You are the director of Public Health Preparedness in Puerto Rico. In 2017, Puerto Rico was hit by Hurricane Maria. Puerto Rico has major infrastructure deficiencies, and the Puerto Rico Electric Power Authority has been unable to re-install power to remote areas. Six months after the hurricane hit the island, 100,000 Puerto Ricans are still without power (vox.com downloaded on 5/14/18). On Saturday morning, a social worker calls to inform you that a 31-year-old resident, Raul Ortega Gonzalez, has remained in his family house without power and is in need of surgery for a painful hernia. A visiting nurse stopped by his home this morning and recommended that he be taken to a hospital in San Juan to receive the treatment he needs. He is refusing to leave his home as he believes that his home will be vandalized if left empty. The nurse called on the state social worker to speak with the Ortega Gonzalez family and the ambulance service to transport Raul to San Juan. This family has weathered many storms, and they have moved to New Jersey from Puerto Rico to allow their younger children to remain in school while Puerto Rico regains power. The family plans to return to the family home at the end of the school year. The family does not understand why the surgery cannot wait the one month left of the school year and are infuriated that the state would impose its values on their family. Furthermore, how can the state not understand Raul’s concerns with the vandalism that has affected the area?

As the director of Public Health Preparedness, you receive a call from the ambulance service staff later in the morning, and they inform you that they are not wasting their time with Raul Ortega Gonzalez—that the family can do with him what they choose. The head nurse is terribly upset as she believes that his life is being placed at risk and insists that the ambulance service must take Raul to the hospital.

1. Identify the sources for this conflict.
2. Why has the conflict escalated?
3. What would you do to assist in the negotiations with Mr. Ortega Gonzalez?

Answer 1

Answer: (1) The sources of conflict in this situation are lack of proper communication and misunderstanding. Firstly, the authorities and Gonzalez and his family are unable to clearly communicate their concerns with each other and understand each other view points. The authorities are unable to explain to the Gonzalez and his family the harm that his decision may cause. Similarly the Gonzalez and his family are unable to explain their concerns to the authorities. Both the parties in this case are unwilling to understand each other and are sticking to their stand.

(2) The conflict has escalated as both the parties are unwilling to listen and understand to each other’s concerns and are mainly focused on their view point. Nobody is willing to find a common ground for resolving this conflict.

(3) I will in this negotiation attempt to convince both the parties to find a common ground and develop a solution. I will advice the authorities to arrange for the security of Gonzalez home and at the same time attempt to make Gonzalez and his family the fact that if he dies, then also his house may get vandalized with no body to look after. I will advice his family in the other city to send any one member to the Puerto Rico so that Gonzalez could be sent to hospital for the operation as without this there are high chances that he may not survive such medical condition for long and they may lose a young family member.