MANAGING VICARIOUS TRAUMA: Practical strategies for community housing professionals

Natalie Carrington from Bloom HR sheds light on an issue that affects everyone in community and social housing, particularly those on the frontline. 

Working in community housing places professionals at the coalface of crisis situations - assisting individuals and families facing homelessness, financial distress, domestic violence, mental health challenges and substance dependencies. While this work is profoundly rewarding, it also carries the risk of vicarious trauma - the emotional and psychological impact resulting from continuous exposure to others' distress. If not addressed, vicarious trauma can lead to exhaustion, cynicism, burnout and secondary traumatic stress.

I recall working with a housing support officer who had spent years assisting individuals escaping domestic violence. Over time, the emotional burden of repeatedly hearing traumatic stories started to weigh on her. She became more withdrawn, experienced some difficulty sleeping, and started questioning whether she was making any real impact.

Recognising the signs early, her manager encouraged her to seek professional support, and the organisation implemented structured debriefing sessions, which ultimately helped her regain her motivation and emotional resilience.

Recognising the signs

Vicarious trauma manifests differently across individuals, but there are some indicators that are seen more commonly than not. These key indicators include:

• Emotional signs: Feelings of being drained, increased irritability or emotional numbness;
• Physical signs: Sleep disturbances, persistent headaches and chronic fatigue;
• Cognitive signs: Challenges in concentration, intrusive work-related thoughts and diminished self-confidence;
• Behavioural signs: Higher absenteeism, withdrawal from colleagues and decreased motivation.

Early recognition of these symptoms is crucial to prevent long-term adverse effects.

Practical strategies for wellbeing

Addressing vicarious trauma is essential for sustaining mental and emotional health. Community housing professionals can adopt the following approaches:

1. Establish clear professional boundaries

It's vital to understand, while your role is to support clients, you cannot resolve all their issues. Overextending emotionally can lead to compassion fatigue. Being mindful of your limits and ensuring you have adequate personal time is essential for maintaining a healthy work-life balance.

I knew a caseworker who struggled with this—she often worked long hours and took calls from clients outside of business hours believing she had to be available at all times. Eventually, her performance suffered and she needed to take extended leave, which of course, impacted on clients who had developed a reliance on her.

By learning to set clearer boundaries and delegating certain responsibilities, she was able to return to work and sustain her responsibilities more effectively. Ultimately, this gave her longevity of tenure, which made her more valuable to her clients in the long-run.

2. Prioritise daily self-care

Incorporate self-care into your daily routine to build resilience. Self-care might look like this:

• Physical activity: Regular exercise can alleviate stress and enhance mood;
• Mindful breaks: Short intervals of deep breathing or brief walks can rejuvenate your mind;
• Engage in enjoyable activities: Pursue hobbies or interests that bring you joy;
• Adequate rest: Quality sleep is fundamental in managing stress and maintaining overall health.

A senior housing coordinator I worked with found that simple changes, such as prioritising sleep and adding a short walk to her routine, significantly improved her mental resilience and ability to handle stressful situations.

3. Seek support through debriefing

Sharing experiences with trusted colleagues or supervisors can provide relief and perspective. Many organisations offer Employee Assistance Programs (EAPs) that provide confidential counselling services.

Furthermore, engaging in peer support groups can offer a sense of community and shared understanding.

4. Participate in formal supervision and reflective practices

Regular supervision sessions offer structured opportunities to process challenging cases. For instance, an organisation I collaborated with implemented monthly reflective practice meetings led by experienced professionals. These sessions provided a safe environment for staff to discuss difficult experiences, exchange coping strategies and feel acknowledged in their roles.

This initiative led to increased staff support, reduced turnover and improved engagement.

5. Develop mental resilience

Practising mindfulness techniques, such as meditation or guided breathing exercises, can enhance emotional regulation. Maintaining a gratitude journal can help focus on positive aspects of your work and life.

If feelings of overwhelm persist, seeking professional counselling is advisable. The Australian Psychological Society recommends adequate sleep, regular physical activity and social support as key components of resilience.

The role of organisational support

Creating an environment that encourages open discussions about emotional challenges is essential. Leadership should normalise self-care practices and regularly check in with staff. Promoting and facilitating access to mental health resources, such as EAPs, and maintaining clear boundaries regarding work hours contribute to a healthier workplace.

Employers have a pivotal role in mitigating vicarious trauma by:

• Providing training on managing workplace stress and trauma exposure;
• Ensuring workloads are manageable to prevent staff burnout;
• Offering flexible work arrangements to help balance professional and personal responsibilities;
• Recognising and celebrating staff achievements to boost morale.

I worked with a housing agency that developed an internal peer support program where experienced staff members were paired with newcomers. This initiative provided guidance, fostered resilience and created a supportive work culture where vicarious trauma could be intercepted before it became a problem.

Final reflections

Assisting individuals in crisis is profoundly impactful yet emotionally taxing. By setting clear boundaries, engaging in self-care, seeking support and fostering a workplace that prioritises wellbeing, community housing professionals can maintain resilience, prevent burnout and continue their vital work effectively.

Remember, prioritising your wellbeing is not a luxury but a necessity, so you maintain the physical and mental health that enables you to support others sustainably and compassionately.