Trauma results from threatening events that harmfully impact a person's emotional, mental, or physical well-being. When consumers experiencing trauma seek help at an agency, they may display anger, scattered behavior, or storytelling about traumatic events. As the first point of contact, staff have an important role in interpreting these behaviors as a need for help rather than offensive, and redirecting consumers in a calm, supportive manner.

1. Trauma:
Trauma can result
from an intense
event that threatens
the safety or security
of an adult or child.
The singular or re-
occurring experience
inflicts a harmful
impression on the
person by affecting
their emotional,
mental, and/or
physical functioning.
When a consumer walks through the doors of
your agency, you may be the first person they see
and ask for help.
Consumers you meet who have experienced trauma may display the following behaviors:
It is easy to misinterpret these behaviors as offensive or off-putting. That is why your role as a staff
member is especially important. Interpret these behaviors as the consumer needing your help.
You are the face of the agency. When consumers walk through the door, they make a decision to
trust the help offered by your agency based on their initial point of contact with you. Try re-
directing their behavior in a calm voice and let them know you are here to help.
Flip over for some tips on how to effectively understand and respond to symptoms of trauma.
1
Clerical & Support Staff
Effectively Responding to Consumers’ Symptoms of Trauma
anger loudness rudeness helplessness
scattered
behavior
storytelling
of traumatic
event

2. Children, adults, and families with mental health, substance abuse, and/or physical health
conditions receive services within a system of care that is:
2
For Intake and Referral Services
please call: 1-800-241-4949
Something to Consider
Instead of…
Thinking “what’s wrong with this person?”
…Try this
Ask “what’s happening here?”
RECOMMENDED RESOURCES
VCE Trainings: Trauma, Cultural Competence, Crisis Pre-Intervention Using Verbal De-escalation
https://www.vceonline.org/Online-Training.id.571.htm#crsTabs-1
Mental Health First Aid: Adult and youth first aid offered once per month
https://www.vceonline.org/Calendar/Calendar_Application.asp
Adverse Childhood Experiences (ACES) Infographic, Robert Wood Johnson Foundation
http://www.rwjf.org/en/library/infographics/the-truth-about-aces.html
ACES Infographic, CDC.gov http://vetoviolence.cdc.gov/apps/phl/resource_center_infographic.html
This mental switch helps us to look at environmental factors that may be triggering the consumer's behavior.
Reacting by mirroring the behavior
Take a deep breath and calmly
engage the consumer.
Use the opportunity to cultivate a judgment free environment. Encourage a message of resiliency from the start!
Avoiding the situation altogether
Ask for support should you need to
direct your attention to the consumer.
You are not alone. Call on a colleague to temporarily assume leadership of your duties in order to best support the
consumer who is exhibiting trauma symptoms.
STRENGTHS-BASED
Work in partnership with
consumers to build upon their
skills, knowledge & strengths
they already possess.
JUDGEMENT-FREE
Services are provided in an
environment where the
consumer’s voice is heard and
their perspective is valued.
SUPPORTIVE
Consumers have access to a
diverse range of resources from
the moment they step through
the front door.