This study seeks to understand the impact of leadership on the organisational performance of a residential facility for the elderly (ERPI), in a pandemic context, through the analysis of information and emotions transcribed by the members involved in the investigation, and the degree of satisfaction of the direct action assistants (AADs) with the institution’s leadership. A mixed methodological approach was adopted, based on the theoretical framework developed in a case study. This resulted in the following question: With the impact of the pandemic crisis, is the role of the ERPI leader considered significant in influencing and motivating employees? Based on the data obtained, it is concluded that the democratic leadership style was adopted, given the pandemic context and the adversities experienced. The technical management has played a fundamental role in the general well-being of the institution, in troubled times, and there has been unity among the multidisciplinary group with a common goal, the well-being of the older person.