People working in the housing and homelessness sector are exposed to significant trauma due to their role as service providers of last resort for individuals with complex needs. This research explores workplace trauma in Australia’s social housing and homelessness services – including its extent, causes and impacts. It examines current practices to address this trauma, options to mitigate it and guiding principles for response. 

A national survey of frontline staff reveals almost universal exposure to workplace aggression and tenant and client distress. A range of measures are currently in place to address workplace trauma – however, these practices are applied inconsistently within and between workplaces. There is a need to understand how to minimise workplace trauma and create safer environments for frontline staff.

Key findings

• Frontline workers navigate uniquely difficult challenges as they support clients/tenants. They experience moral distress when systemic factors prevent them from addressing clients’ unmet needs, and they bear witness to clients’ lived experiences of trauma.
• Drivers of workplace trauma include daily trauma exposure, inadequate and unsupportive processes, poor work design and supports, chronic underfunding and poor conditions, and systemic barriers to supporting clients and tenants.
• Many frontline staff – more than 40%, according to the national survey – reported symptoms of post-traumatic stress that warranted further assessment.