What you learn:
- Apply trauma-informed listening and intake techniques
- Assess risk and determine triage steps
- Preserve dignity and confidentiality during intake
- Coordinate with investigators and support services
Description:
Trauma-informed intake prioritizes safety, validation, and appropriate next steps. This module guides you through listening techniques, risk assessment, and triage to ensure that complaints are handled with care and efficiency. You will learn to balance empathy with accountability and documentation needs.
Providing Support Resources
Immediate safety and emotional support are essential after intake. Acknowledge the impact of the incident and offer space for the complainant to share concerns, while avoiding re-traumatization.
Access to internal and external support resources. Provide options like counseling services, employee assistance programs, and HR support. Clarify eligibility and confidentiality of these resources.
Workplace accommodations and safety planning. If needed, discuss changes to schedule, workload, or environment; agree on safety steps, and monitor implementation with the complainant.
Follow-up and check-ins. Schedule regular, trauma-informed follow-ups to assess well-being and progress, while respecting boundaries and privacy. Document each touchpoint for continuity.