---
title: Trauma-Informed Moderation Training for Staff
---

**ESSENTIAL TRAINING FOR ALL MODERATION STAFF**

## 1. INTRODUCTION AND SCOPE

### 1.1. Purpose of This Training

This training document provides essential guidance for Team members on conducting moderation through a trauma-informed lens. Trauma is common, and many community members have experienced trauma that affects how they interact online. Trauma-informed moderation recognises the impact of trauma, avoids re-traumatization, and creates safer, more supportive community environments.

### 1.2. Integration with Existing Policies

This training operates within our comprehensive safety and support framework:

**(a)** **Crisis Response Policy**: Procedures for responding to mental health crises;

**(b)** **Community Support Policy**: Guidelines for supporting community members;

**(c)** **Inclusive Moderation Policy**: Principles for moderation that considers impact;

**(d)** **Harassment Response Policy**: Procedures for responding to harassment;

**(e)** **Child Safety Policy**: Special considerations for minors who may have experienced trauma;

**(f)** **Staff Handbook**: General staff responsibilities and expectations.

### 1.3. Critical Understanding

**Trauma Is Common:**
- Many people have experienced trauma
- Trauma affects how people interact and respond
- Online interactions can trigger trauma responses
- Moderation actions can re-traumatize if not done carefully
- Trauma-informed approaches benefit all community members

**Our Approach:**
- We recognise that trauma is common and affects behaviour
- We avoid re-traumatization in our moderation practices
- We create safe, supportive environments for trauma survivors
- We support community members who have experienced trauma
- We prioritise safety and healing in our moderation

## 2. UNDERSTANDING TRAUMA

### 2.1. What Is Trauma?

#### 2.1.1. Definition and Types

**Trauma** is an emotional response to a deeply distressing or disturbing event that overwhelms an individual's ability to cope. Trauma can result from:
- **Single Events**: One-time traumatic experiences
- **Ongoing Trauma**: Repeated or prolonged traumatic experiences
- **Complex Trauma**: Multiple traumatic experiences over time
- **Historical Trauma**: Trauma passed through generations
- **Vicarious Trauma**: Trauma from witnessing or hearing about others' trauma

**Types of Trauma:**
- **Physical Trauma**: Physical abuse, assault, accidents
- **Emotional Trauma**: Emotional abuse, neglect, loss
- **Sexual Trauma**: Sexual abuse, assault, exploitation
- **Psychological Trauma**: Psychological abuse, manipulation, gaslighting
- **Systemic Trauma**: Discrimination, oppression, marginalization

#### 2.1.2. Impact of Trauma

**How Trauma Affects People:**
- **Emotional Impact**: Anxiety, depression, fear, anger, numbness
- **Physical Impact**: Sleep disturbances, physical symptoms, hypervigilance
- **Cognitive Impact**: Difficulty concentrating, memory issues, dissociation
- **Behavioural Impact**: Avoidance, hypervigilance, difficulty trusting
- **Relational Impact**: Difficulty forming relationships, social withdrawal

**Online Impact:**
- Trauma can affect how people communicate online
- Online interactions can trigger trauma responses
- Moderation actions can feel threatening to trauma survivors
- Community conflicts can be re-traumatizing
- Supportive environments can aid healing

### 2.2. Trauma Responses

#### 2.2.1. Common Trauma Responses

**Fight Response:**
- Aggressive or defensive behaviour
- Anger and confrontation
- Standing up for self or others
- Can appear as "difficult" behaviour

**Flight Response:**
- Avoidance and withdrawal
- Leaving situations or spaces
- Disengaging from community
- Can appear as "unresponsive" behaviour

**Freeze Response:**
- Shutting down or dissociation
- Inability to respond or act
- Feeling stuck or paralysed
- Can appear as "non-responsive" behaviour

**Fawn Response:**
- People-pleasing and compliance
- Avoiding conflict at all costs
- Difficulty setting boundaries
- Can appear as "passive" behaviour

#### 2.2.2. Recognising Trauma Responses

**Behavioural Indicators:**
- Strong emotional reactions to seemingly minor triggers
- Avoidance of certain topics or situations
- Hypervigilance or constant alertness
- Difficulty trusting others
- Difficulty setting boundaries
- People-pleasing or excessive compliance
- Aggressive or defensive responses
- Withdrawal or disengagement

**Communication Patterns:**
- Difficulty expressing needs or boundaries
- Over-apologising or self-blame
- Defensive responses to feedback
- Difficulty accepting help or support
- Strong reactions to authority or power
- Difficulty with conflict or disagreement

## 3. TRAUMA-INFORMED PRINCIPLES

### 3.1. Core Principles

#### 3.1.1. Safety

**Physical and Psychological Safety:**
- Create physically and psychologically safe environments
- Ensure community members feel safe to participate
- Address threats to safety immediately
- Provide clear safety information
- Support community members in feeling safe

**Safety in Moderation:**
- Moderation actions should not feel threatening
- Provide clear information about moderation actions
- Avoid punitive or shaming language
- Ensure moderation processes feel safe
- Support community members through moderation processes

#### 3.1.2. Trustworthiness and Transparency

**Building Trust:**
- Be consistent and reliable in moderation
- Communicate clearly and honestly
- Follow through on commitments
- Be transparent about processes and decisions
- Build trust through consistent actions

**Transparency in Moderation:**
- Explain moderation actions clearly
- Provide context for decisions
- Be honest about limitations and processes
- Communicate expectations clearly
- Build trust through transparency

#### 3.1.3. Peer Support and Collaboration

**Supportive Relationships:**
- Facilitate supportive peer relationships
- Create opportunities for connection
- Support community members supporting each other
- Recognise and value peer support
- Create supportive community culture

**Collaborative Moderation:**
- Involve community members in moderation when appropriate
- Seek input and feedback from community
- Collaborate with community members on solutions
- Value community member perspectives
- Build collaborative moderation processes

#### 3.1.4. Empowerment and Choice

**Empowering Community Members:**
- Provide choices and control when possible
- Support community member agency
- Respect community member decisions
- Provide information for informed decisions
- Empower community members to advocate for themselves

**Choice in Moderation:**
- Provide options when possible
- Respect community member choices
- Support community member agency in moderation processes
- Provide information for informed participation
- Empower community members in moderation

#### 3.1.5. Cultural, Historical, and Gender Considerations

**Cultural Sensitivity:**
- Recognise cultural differences in trauma experiences
- Understand historical trauma and its impact
- Recognise gender differences in trauma experiences
- Consider intersectional trauma experiences
- Respect cultural approaches to healing

**Application in Moderation:**
- Consider cultural context in moderation
- Recognise historical and systemic trauma
- Understand gender-specific trauma considerations
- Consider intersectional experiences
- Apply culturally sensitive moderation approaches

## 4. TRAUMA-INFORMED MODERATION PRACTICES

### 4.1. Communication Practices

#### 4.1.1. Trauma-Informed Language

**Supportive Language:**
- Use clear, direct, and non-threatening language
- Avoid punitive or shaming language
- Use "I" statements rather than accusatory language
- Acknowledge feelings and experiences
- Provide information without judgement

**Language to Avoid:**
- Punitive or shaming language
- Dismissive or minimising language
- Blaming or accusatory language
- Threatening or intimidating language
- Language that invalidates experiences

**Example Moderation Messages:**

**Trauma-Informed:**
"I noticed that your recent messages may have violated our community guidelines. I'd like to discuss this with you and find a way forward that works for everyone. Would you be open to a conversation about this?"

**Not Trauma-Informed:**
"Your behaviour is unacceptable and violates our rules. You need to stop immediately or face consequences."

#### 4.1.2. Clear and Predictable Communication

**Predictability:**
- Provide clear information about moderation processes
- Explain what will happen and when
- Set clear expectations
- Follow through on commitments
- Provide updates and information

**Clarity:**
- Use clear, simple language
- Avoid jargon or technical language
- Provide context and explanation
- Answer questions clearly
- Ensure understanding

### 4.2. Moderation Process Practices

#### 4.2.1. Non-Punitive Approaches

**Restorative Approaches:**
- Focus on repair and healing rather than punishment
- Address harm whilst supporting growth
- Provide opportunities for learning and change
- Support accountability without shame
- Create pathways for reintegration

**Avoiding Re-Traumatization:**
- Avoid public shaming or humiliation
- Don't require public apologies
- Avoid punitive language or threats
- Don't isolate or exclude unnecessarily
- Support rather than punish

#### 4.2.2. Supportive Moderation Actions

**Supportive Responses:**
- Provide resources and support
- Connect with appropriate help
- Offer choices and options
- Support community member agency
- Facilitate healing and growth

**Protective Measures:**
- Take protective measures when needed
- Support community member safety
- Address threats and harm
- Provide safe spaces
- Support recovery and healing

### 4.3. Recognising and Responding to Trauma Triggers

#### 4.3.1. Common Triggers

**Content Triggers:**
- Discussions of abuse, violence, or trauma
- Graphic or disturbing content
- Content that reminds of past trauma
- Discussions of triggering topics
- Content that invalidates experiences

**Interaction Triggers:**
- Conflict or confrontation
- Authority figures or power dynamics
- Being called out or criticised
- Feeling attacked or threatened
- Loss of control or agency

**Environmental Triggers:**
- Unsafe or hostile environments
- Lack of support or resources
- Isolation or exclusion
- Power imbalances
- Unpredictable or chaotic environments

#### 4.3.2. Responding to Triggered Responses

**Recognising Triggered Responses:**
- Strong emotional reactions
- Withdrawal or avoidance
- Defensive or aggressive responses
- Dissociation or shutting down
- Difficulty communicating or responding

**Supportive Responses:**
- Acknowledge and validate the response
- Provide safety and support
- Avoid further triggering
- Offer resources and help
- Support recovery and regulation

**Moderation Considerations:**
- Don't punish trauma responses
- Provide support and understanding
- Address underlying issues when possible
- Support community member safety
- Facilitate healing and recovery

## 5. SUPPORTING TRAUMA SURVIVORS

### 5.1. Creating Safe Environments

#### 5.1.1. Safety Measures

**Physical Safety:**
- Address threats to physical safety immediately
- Remove harmful content or individuals
- Provide safe spaces and channels
- Support community member safety
- Monitor for safety threats

**Psychological Safety:**
- Create psychologically safe environments
- Address harassment and abuse
- Support community member well-being
- Provide resources and support
- Facilitate healing and recovery

#### 5.1.2. Supportive Resources

**Mental Health Resources:**
- Crisis support hotlines and services
- Counselling and therapy resources
- Support groups and communities
- Online mental health resources
- Trauma-specific support resources

**Community Support:**
- Peer support and connection
- Supportive community spaces
- Mentorship and guidance
- Community resources and information
- Supportive relationships

### 5.2. Supporting Recovery and Healing

#### 5.2.1. Healing-Centred Approaches

**Supporting Healing:**
- Recognise and validate experiences
- Support community member agency
- Provide resources and support
- Facilitate connection and community
- Support growth and recovery

**Avoiding Re-Traumatization:**
- Avoid triggering content or interactions
- Don't require retelling of trauma
- Support community member boundaries
- Respect community member choices
- Provide safe, supportive environments

#### 5.2.2. Long-Term Support

**Ongoing Support:**
- Check in with community members regularly
- Provide ongoing resources and support
- Support community member participation
- Facilitate connection and community
- Support continued healing and growth

**Community Integration:**
- Support reintegration into community
- Facilitate positive community connections
- Support community member contributions
- Recognise and value community members
- Create inclusive, supportive environments

## 6. SELF-CARE FOR STAFF

**Comprehensive Self-Care Resources**: For detailed self-care strategies, emotional support resources, and wellness practices, see [Self-Care Resources for Staff](/staff/self-care-resources). This section provides trauma-informed-moderation-specific considerations; refer to the self-care resources document for comprehensive guidance.

### 6.1. Trauma-Informed Moderation-Specific Self-Care Considerations

#### 6.1.1. Understanding Secondary Trauma

**Additional Considerations for Trauma-Informed Work:**
- Frequent exposure to trauma content
- Supporting many trauma survivors
- Personal trauma history may increase risk
- Need for regular supervision and support
- Importance of maintaining professional boundaries

**Self-Care Practices:**
- Regular debriefing after supporting trauma survivors
- Access to professional counselling or support
- Clear boundaries between work and personal life
- Regular supervision and support
- Practice self-compassion and recognise emotional impact

### 6.2. Support Systems

#### 6.2.1. Team Support

**Team Support:**
- Regular team check-ins and debriefing
- Peer support and mutual aid
- Sharing experiences and learning together
- Supporting each other through difficult situations
- Celebrating successes together

#### 6.2.2. Organisational Support

**Organisational Support:**
- Access to counselling and mental health resources
- Reasonable workload and expectations
- Time off and breaks
- Professional development opportunities
- Recognition and appreciation

## 7. PRACTICAL APPLICATION

### 7.1. Trauma-Informed Moderation Scenarios

#### 7.1.1. Scenario 1: Strong Emotional Response

**Situation**: A community member has a strong emotional reaction to a moderation action, becoming very upset and defensive.

**Trauma-Informed Response:**
- Acknowledge and validate their feelings
- Provide clear, non-threatening explanation
- Offer to discuss and find solution together
- Provide support and resources
- Avoid further escalation or confrontation

**Not Trauma-Informed Response:**
- Dismissing or minimising their reaction
- Escalating consequences for emotional response
- Using punitive or threatening language
- Requiring immediate compliance
- Ignoring their concerns or feelings

#### 7.1.2. Scenario 2: Avoidance and Withdrawal

**Situation**: A community member withdraws from community after a conflict, avoiding participation and communication.

**Trauma-Informed Response:**
- Respect their need for space
- Reach out with supportive, non-pressuring communication
- Offer support and resources
- Provide options and choices
- Support their agency and decisions

**Not Trauma-Informed Response:**
- Pressuring them to participate
- Requiring immediate response
- Punishing withdrawal
- Ignoring their need for space
- Dismissing their concerns

### 7.2. Integrating Trauma-Informed Practices

#### 7.2.1. Daily Practices

**Regular Practices:**
- Use trauma-informed language in all communications
- Consider trauma impact in all moderation decisions
- Provide clear, predictable information
- Support community member agency and choice
- Create safe, supportive environments

**Ongoing Practices:**
- Regular training and education
- Self-reflection and self-awareness
- Seeking feedback and learning
- Supporting colleagues in trauma-informed work
- Continuous improvement and growth

#### 7.2.2. System-Wide Integration

**Organisational Practices:**
- Trauma-informed policies and procedures
- Staff training and support
- Community education and resources
- Supportive community culture
- Continuous improvement and evaluation

## 8. PRACTICE SCENARIOS AND TRAINING EXERCISES

### 8.1. Scenario 1: Strong Emotional Response to Moderation

**Situation**: A community member has a very strong emotional reaction to a moderation action you took. They become extremely upset and defensive, posting multiple messages saying they feel "attacked" and "unsafe." Their reaction seems disproportionate to the moderation action.

**Your Response:**
1. How do you interpret this strong emotional reaction?
2. What trauma-informed principles should guide your response?
3. What language should you use in your communication?
4. How do you avoid re-traumatization?
5. What support can you provide?
6. How do you balance necessary moderation action with trauma-informed care?

**Correct Answer**: Recognise possible trauma response, use trauma-informed approach: acknowledge feelings, use clear non-threatening language, provide support and resources, avoid punitive language, maintain necessary moderation action whilst being trauma-informed, offer choices when possible.

### 8.2. Scenario 2: Community Member Withdrawal

**Situation**: After a community conflict, a community member completely withdraws from the community. They stop participating in discussions, avoid all communication, and seem to have disappeared. They were previously very active.

**Your Response:**
1. What might this withdrawal indicate?
2. How do you recognise this as a possible trauma response?
3. How do you reach out supportively?
4. What support can you offer?
5. How do you respect their need for space while offering support?
6. What do you avoid doing?

**Correct Answer**: Recognise possible flight/freeze trauma response. Respect their need for space, reach out with supportive non-pressuring communication, offer support and resources, provide choices, avoid pressuring participation, create safe space for return when ready.

### 8.3. Scenario 3: Moderation Action with Known Trauma History

**Situation**: You need to take moderation action against someone, but you know from previous interactions that they have experienced trauma. You're concerned that the moderation action might trigger them or cause re-traumatization.

**Your Response:**
1. Can you avoid taking necessary moderation action?
2. How do you take action in a trauma-informed way?
3. What language and approach do you use?
4. How do you provide support while maintaining boundaries?
5. What do you avoid doing?
6. How do you follow up?

**Correct Answer**: Cannot avoid necessary action, but take action using trauma-informed approach: clear non-threatening communication, explain reasoning, provide support and resources, offer choices when possible, avoid punitive language or public shaming, follow up supportively, maintain professional boundaries.

## 9. TRAINING REQUIREMENTS

This training document is part of the comprehensive mandatory training curriculum. For complete information about initial onboarding requirements, annual review requirements, training confirmation submission, and compliance policies, see [Mandatory Training Requirements](/staff/handbook#81-mandatory-training-requirements) in the Staff Handbook.

**Key Points:**
- This document must be reviewed during initial onboarding and annually thereafter
- Training confirmation must be submitted at [forms.nhcarrigan.com](https://forms.nhcarrigan.com)
- Failure to complete annual training review will result in dismissal from staff positions
- All training completions are documented in staff records for accountability, legal compliance, and quality assurance

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*This Trauma-Informed Moderation Training document is part of our comprehensive staff development programme designed to create safer, more supportive community environments that avoid re-traumatization and support healing. Trauma-informed moderation is an ongoing practice that requires commitment, self-awareness, and continuous learning. For questions about trauma-informed moderation or to report training completion, please contact designated leadership through staff channels.*

