Guidebook on Vicarious Trauma: Recommended Solutions for Anti-Violence Workers Our Mission Is to Help the People of Canada Maintain and Improve Their Health

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Guidebook on Vicarious Trauma: Recommended Solutions for Anti-Violence Workers Our mission is to help the people of Canada maintain and improve their health. Health Canada

Guidebook on Vicarious Trauma: Recommended Solutions for Anti-Violence Workers was prepared by Jan I. Richardson of the Centre for Research on Violence Against Women and Children in London, Ontario for the Family Violence Prevention Unit, Health Canada.

Également en français sous le titre Guide sur le traumatisme vicariant : Solutions recommandées pour les personnes luttant contre la violence

The opinions expressed in this report are those of the author and do not necessarily reflect the views of Health Canada.

Contents may not be reproduced for commercial purposes, but any other reproduction, with acknowledgements, is encouraged.

This publication may be provided in alternate formats upon request.

For further information on family violence issues, please contact:

National Clearinghouse on Family Violence Family Violence Prevention Unit Healthy Communities Division Population and Public Health Branch Health Canada Address Locator: 1907D1 7th Floor, Jeanne Mance Bldg.,Tunney’s Pasture Ottawa, Ontario K1A 1B4 CANADA Telephone: 1-800-267-1291 or (613) 957-2938 Fax: (613) 941-8930 Fax Link: 1-888-267-1233 or (613) 941-7285 TTY: 1-800-561-5643 or (613) 952-6396 Web Site: http://www.hc-sc.gc.ca/nc-cn

A project of this scope requires the and inspiring connection and the thoughts support and participation of many people. and strategies we discussed stayed with I thank the staff, volunteers and board of me throughout the writing. For a day and directors of Women’s Community House a half, we sat around a very large kitchen in London, Ontario for their dedication to table soaking in each other’s strength seeking the healthy balance between the and vibrancy. We were reminded of our grief and joy of the work. I am honoured feminist roots and the strength and unity to be part of a group that continues to that comes from sitting together in strive to meet the challenges within our peace and purpose.There were more than feminist mandate. 200 years of combined experience of working in the anti-violence field gathered During the eight months I spent gathering around that table. My thanks to: information for this guidebook, I have listened to the experiences of staff, Rina Arseneault Helen Dempster volunteers and board members from Chris Chevalier Agathe Fille-d’alice across the country and, at times, have felt Katalin Kennedy Deborah Sinclair overwhelmed by the many ways that Mary Nelder Becky Wentzell the work changes an individual. As an executive director, I am humbled by the In particular, I extend my appreciation stories of pain and harm that are caused to Judy Jarosch for superb support by the lack of leadership in organizations, services and Michelle Amlin for her and as a result I have spent considerable editorial skills. Thanks to Katherine time looking at healthy organizational McKenna and the Centre for Research on solutions. My life changed forever when I Violence Against Woman and Children for began my sojourn into this field in 1985. their commitment, and to Katalin Kennedy, My work has been richly informed by this Health Canada, for recognizing the need project and I now set for myself new for this resource and supporting the challenges that respect and honour the proposal. Special thanks to sculptor strengths and gifts of the staff and Dawn MacNutt and photographer volunteers. Peter Barss of Dartmouth, Nova Scotia for their contribution of the image of the I extend my appreciation to the members artwork on the cover and chapter pages. of the National Advisory Committee. For a brief moment in time, we shared a rare

iii Thanks to all the others who helped to make this effort a reality.The women who attended the consultation meeting at Action Ontarienne contre la Violence Faite aux Femmes (AOcVF) and Madelaine Dagenais-Dignard, Veronica Vanderborght, Donna Sharon, Agathe Fille-d’alice. I dedicate this guidebook to all the women who have taken action to end the violence they have endured, and to all those who walk beside them. Jan I. Richardson About the Author

Jan I. Richardson RN, MBA

Jan Richardson has served as Executive Jan provides public and professional Director of Women’s Community House education for a variety of groups, including since 1985. As an active member of the police and justice representatives, the community, Jan serves on a number health care providers, teachers, business of committees including the London professionals, church groups, service clubs Coordinating Committee to End Woman and students. Abuse and the Citizen’s Advisory Council to the Chief of Police. She is an Adjunct An MBA from the Richard Ivey School of Professor at The University of Western Business at The University of Western Ontario and serves as a Research Ontario in 1994, Jan previously worked as Associate with the Centre for Research a registered nurse, housing consultant on Violence Against Women and Children. and project officer with the federal government. The Centre for Research on Violence Against Women and Children The University of Western Ontario

London’s Centre for Research was The Centre operates in partnership with established in 1993. The purpose of The University of Western Ontario, the Centre is the promotion and Fanshawe College of Applied Arts and development of community-centred Technology and the London Coordinating action research on violence against Committee to End Woman Abuse. In women and children using a feminist 1997, the Centre for Research on analysis. The Centre’s role is to involve Violence Against Women and Children individuals, groups and institutions merged with the Centre for Women’s representing the diversity of the com Studies and Feminist Research and is munity, to pursue research questions, and supported directly through the governing to offer training opportunities relating structure of The University of Western to the use of research in understanding Ontario. prevention of woman abuse.

v Table of Contents

Page Part 1 — Introduction 1.1 Introduction ...... 3 1.2 Definitions ...... 5

Part 2 — Individual Solutions 2.1 Introduction ...... 11 2.2 Personal Impact of Vicarious Trauma ...... 13 2.3 Factors Contributing to Vicarious Trauma ...... 15 2.3.1 Type of Service ...... 15 2.3.2 Nature of the Work ...... 17 2.3.3 Listening to the Stories ...... 18 2.3.4 Client Characteristics ...... 19 2.3.5 Personal Circumstances of the Counsellor ...... 20 2.3.6 Safety and World View ...... 22 2.3.7 The Relationship Between the Counsellor and Client ...... 22 2.3.8 Personal History with Trauma ...... 23 2.3.9 Spiritual Beliefs ...... 23 2.3.10 Women and Anger ...... 24 2.3.11 Grief ...... 25 2.3.12 Personal Therapy ...... 25 2.3.13 Work Environment ...... 25 2.3.14 Social Justice ...... 26 2.3.15 Effect on the Body ...... 26

vii Table of Contents

Page 2.4 Personal Solutions ...... 27 2.4.1 Finding and Taking Time ...... 28 2.4.2 Self-care ...... 28 2.4.3 Assessing Your Self-care ...... 29 2.4.4 Stress and Burnout ...... 34

Part 3 — Equity Solutions 3.1 Equity Issues ...... 41 3.2 First Nations, Metis and Inuit Women ...... 42 3.3 Francophone Women and Services ...... 44 3.4 Women with Disabilities ...... 48 3.5 Lesbians, Gays and Bisexuals ...... 49

Part 4 — Organizational Solutions 4.1 Introduction ...... 53 4.2 Feminist Philosophy ...... 56 4.3 Social Justice ...... 57 4.4 Organizational Structure ...... 59 4.5 Board of Directors ...... 66 4.5.1 Dual Role – Board Member as Volunteer ...... 69 4.5.2 Internet Resources on Non-profit Management ...... 71 4.6 Executive Directors ...... 71

viii Table of Contents

Page 4.7 Staffing ...... 73 4.7.1 Human Resources Policies and Practices ...... 74 4.7.2 Training ...... 77 4.7.3 Administrative and Support Staff ...... 78 4.7.4 Hiring ...... 79 4.7.5 Orientation and Training ...... 81 4.7.6 A Model of Training for Counsellors ...... 82 4.7.7 Personal Relationships of Staff ...... 83 4.8 Supervision ...... 85 4.8.1 Clinical or Counselling Practices ...... 87 4.8.2 Critical Incident Debriefing ...... 88 4.9 Vicarious Trauma Resources ...... 90 4.9.1 Use of Technology ...... 90 4.9.2 Summary of Traumatic Stress and Related Web Sites ...... 91 4.10 Retreats and Celebrations ...... 93 4.11 Exiting Gracefully ...... 95 4.12 Conclusion ...... 97

Appendix 1 — Recommended Resources on Vicarious Trauma ...... 101

Appendix 2 — C. Figley Self-Awareness Exercise ...... 105

Bibliography ...... 109

ix 1 Introduction 1 Introduction 1.1 Introduction

This guidebook is written for those indi from exposure to the trauma experiences viduals who have chosen to dedicate a of their clients are offered by those in the time in their life to work with abused vanguard of this emerging field of study. women, children and their abusers. It Laurie Anne Pearlman, Karen W.Saakvitne, attempts to recognize the unique experi Paula S. MacIan and the rest of the ence of anti-violence workers in Canada team from the Traumatic Stress Institute and to promote individual, professional Center for Adult & Adolescent Psycho and organizational solutions to support therapy, Charles Figley, and others provide them.Vicarious trauma is one outcome of valuable insight into vicarious trauma this work.The effects of vicarious trauma and lay a foundation for the information are cumulative and build upon memories offered in this guidebook. obtained through listening to the stories of one inhumane act of cruelty after Compassion fatigue, vicarious traumatiza another. This creates a permanent, subtle tion, secondary traumatization, secondary or marked change in the personal, stress disorder, insidious trauma and political, spiritual and professional outlook vicarious trauma are all terms that are of the counsellor or advocate. Vicarious used in an attempt to label and define trauma has a life-changing effect on what happens, why it happens, and how individuals, ultimately affecting their to live healthily with the experiences. view of the world and their relationships These experts continue to collect and connections to families, friends and evidence about the importance of community. Understanding and working recognizing the effects of vicarious with the trauma is both an individual and trauma, of developing healthy personal organizational challenge. solutions, and of promoting organizational responses to preserve the strength of Providing a definition of vicarious counsellors and advocates. trauma is the first step in identifying and accepting the deep changes that In this guidebook, the term “vicarious occur in counsellors and advocates as a trauma” will be used. Feedback from result of working with abused women and groups and individuals during this project, children. Definitions that describe the as well as consideration of the use profound effect on therapists resulting of terms available in the literature,

3 Introduction determined that “vicarious trauma” by vicarious trauma. For the purposes of comes closest to identifying the specific this guidebook, anti-violence workers experiences of anti-violence workers. include all staff, both counselling and “Compassion fatigue” is another term administrative, volunteers and board of often applied to this field; however, it is directors. increasingly used to describe exhaustion and desensitization to violent and While the material in this guidebook traumatic events portrayed, in particular, focusses on vicarious trauma, it briefly by the media. covers other issues and disciplines that are relevant and beneficial to the topic. The To date, the work on vicarious trauma has vast body of material on stress and been principally based on the experiences burnout, for example, provides resources of trauma workers who are part of the for identifying individual and organizational mainstream service network, including stressors. The resources on stress and emergency care personnel such as police, burnout offer useful remedies and fire fighters and emergency nurses. This solutions applicable to vicarious trauma, work is now being extended to include particularly those that recognize the stress the unique experiences of those working of daily living and work. It is, however, with victims of sexual assault, childhood consistently the case that the material abuse, and with abused women and their does not identify or provide solutions children. Pearlman and MacIan (1995) specifically regarding the pervasive effect and Saakvitne and Pearlman (1996), for of the exposure of anti-violence workers example, recognize the particular effect to traumatic material. and complexities for the therapist working with survivors of childhood There are many resources on women and sexual abuse. self-esteem, self-care and relaxation that support the need for personal care and Anti-violence workers are not always nurturing and encourage a search of recognized and rewarded by society for self that promotes self-determination. their contributions in enhancing the lives Resources by Jennifer Louden and N. of individuals and in creating new and Branden provide excellent suggestions effective social and community services. that can be incorporated in a good self- As such, a full public or academic under care plan. Self-care is only one part of standing of the necessity and importance the equation in responding effectively of the work, and the difficult environment to vicarious trauma. In addition to such in which the work takes place, is still devel individual solutions, there are also oping. Shelters, second stage housing, organizational approaches to ensuring sexual assault centres and advocacy that workers in this field are supported centres have formed unique services in healthy work lives. based on a strong commitment to feminist values and social justice. All providers There is a wealth of resources on leader of a service, from administration to ship that are useful and relevant to counsellors, are affected to some degree anti-violence work. Particularly helpful

4 Guidebook on Vicarious Trauma: Recommended Solutions for Anti-Violence Workers are those that focus on self-reflection, workers to remain healthy and vibrant are integrity, and finding a healthy balance comprehensive. They touch every aspect among work, home and community. of organizational structures, patterns and Stephen Covey and Max Depree offer policies, as well as personal, professional good suggestions that support positive and spiritual beliefs and activities. All renewal and self-development. practitioners who are exposed to the trauma inflicted on others, whether by To respond to the cumulative effects, choice, accident, disaster or political ongoing care and organizational practices intervention, may benefit from the are needed. Providing immediate support solutions proposed in this guidebook.The following a traumatic incident is an suggestions outlined in the section on essential response to those immediately organizational responses provide low cost and secondarily affected. Critical incident and no cost solutions that demonstrate stress debriefing provides such support an understanding of and commitment to and employs trained debriefers following the needs of staff working in anti-violence exposure to an event that is particularly agencies. horrifying or stressful. Critical incident stress debriefing and defusing is therefore Vicarious trauma is a clear and present included as one of several elements of danger to anti-violence workers and an organizational practice needed to occupational hazard of the profession.The respond to vicarious trauma. women change us forever.To honour their courage, we must honour ourselves and When all of these resources are collected commit to self-preservation, self-renewal and blended with the existing material and self-care. on vicarious trauma, it is clear that the solutions needed for anti-violence

1.2 Definitions

“In ten years of conflict 56,000 young This startling statement provides insight Americans were to die in the jungles, river into the devastating loss of life and grue deltas and rice paddies of Southeast some experiences of young people sent Asia. Between 60,000 and 100,000 were sub to war. It highlights the incompatibility of sequently to take their own lives.The conflict in reconciling their experiences of war with Vietnam was the first war in recorded history daily life when their tour of duty ended. whose combat deaths were later to be exceed Counsellors, psychologists and caregivers ed by the suicide of its veterans.” provided support to these troubled men (Baigent and Leigh,1998) and women, listening to countless tales of horror, ultimately integrating the veterans’ trauma into their own psyche. At the

5 Introduction time, little recognition was given to the The inclusion of the diagnosis of Post- effect that listening to the horrendous traumatic Stress Disorder (PTSD) in the experiences of veterans had on therapists. publication of the American Psychiatric Efforts focussed on understanding the Association’s third edition of the experiences of veterans and those who Diagnostic and Statistical Manual of Mental endured unspeakable atrocities while Disorders (DSMIII) in 1980 is discussed detained, held in captivity in concentration by Charles Figley. He argues that the camps, or who witnessed the annihilation inclusion has helped to make a significant of families, villages and people.The disrup difference in the diagnosis and treatment tions in the daily lives of therapists and for individuals affected by a wide range the changes to their fundamental belief of traumas, which in turn supports systems would not be fully understood recognizing the experience of the thera until years later. pist. The 1994 DSM-IV revision of the American Psychiatric Association states: Saakvitne and Pearlman (1996), Pearlman “The person has experienced an event and MacIan (1995) and McCann and outside the range of usual human experi Pearlman (1990) and the staff of the ence that would be markedly distressing Traumatic Stress Institute/Center for to almost anyone: a serious threat to his Adult & Adolescent Psychotherapy or her life or physical integrity; serious define vicarious traumatization as “the threat or harm to his/her children, transformation of the therapists’ or spouse, or other close relatives or friends; helpers’ inner experience as a result of sudden destruction of his/her home or empathetic engagement with survivor community; or seeing another person clients and their trauma material.” seriously injured or killed in an accident Vicarious traumatization “refers to the or by physical violence” (APA, 1994). cumulative transformative effect on the helper working with the survivors of Diagnoses that have been determined traumatic life events” (Saakvitne and using the DSM-IV have not always been Pearlman, 1996). helpful to abused women and their children and at times have added to Further,“through exposure to the realities their oppression, despite a PTSD of people’s intentional cruelty to one definition which reflects violence against another, and through the inevitable par women and recognizes environmental ticipation in traumatic reenactments in circumstances as a factor in the disorder. the therapy relationship, the therapist is Women’s advocates have struggled with a vulnerable through his or her empathic system that has labelled and treated openness to the emotional and spiritual women with a diagnosis that does not effects of vicarious traumatization. Their incorporate all factors of a woman’s life, effects are cumulative and permanent, and including how long-standing inequity, evident in both a therapist’s professional generational racism, bias and intolerance and personal life” (Figley, 1995). profoundly and subtly affect individuals. Maria Root and counsellors working with

6 Guidebook on Vicarious Trauma: Recommended Solutions for Anti-Violence Workers women suggest that a diagnosis that does changes that are both subtle and pro not recognize the common, repeated and nounced. Vicarious trauma is the energy current trauma that occurs as a result of that comes from being in the presence of the inequalities that marginalize women trauma and it is how our bodies and and other oppressed groups may limit an psyche react to the profound despair, effective treatment plan (Root, 1997). rage and pain. Personal balance can be Similarly, definitions of and prevention lost for a moment or for a long time.The and management strategies for vicarious invasive and intrusive horrors infiltrate trauma must recognize all factors that and make their mark.The waves of agony influence or contribute to effects and and pain bombard the spirit and seep in, changes in an anti-violence counsellor. draining strength, confidence, desire, friendship, calmness, laughter and good “The effect and change on us comes from a health. Confusion, apathy, isolation, multitude of directions; the stories from anxiety, sadness and illness are often women and children, fellow staff members, the result. volunteers, funders, management, boards of directors, our own personal stuff, the “The work we do changes our lives forever.” community “it’s everything.” – A shelter counsellor now working – A rural anti-violence worker in the area of prevention with 15 years’ experience The transformation or changes that occur Secondary stress disorder is “the natural in the anti-violence worker are not all consequent behaviors and emotions negative; it is the negative components of resulting from knowing about a traumatiz the change that are the focus of vicarious ing event experienced by a significant trauma. The transformation also brings other. It is the stress resulting from about positive changes. Anti-violence helping or wanting to help a traumatized workers describe the deep satisfaction of or suffering person” (Figley, 1993, 1995). their work and recognize the strength, Vicarious trauma is the experience of dedication and courage that women have bearing witness to the atrocities com to begin a new day of renewed hope. mitted against another. It is the result of Rose-coloured glasses are removed and absorbing the sight, smell, sound, touch the world becomes clearer, more vivid. and feel of the stories told in detail by The layers of mirage are stripped away victims searching for a way to release and the world is exposed in both its their own pain. It is the instant physical beauty and horror. reaction that occurs when a particularly horrific story is told or an event is uncovered. It is the insidious way that the experiences slip under the door, finding ways to permeate the counsellor’s life, accumulating in different ways, creating

7 Individual 2 Solutions Individual 2 Solutions 2.1 Introduction

What Rhoda Remembers About the First Five Minutes pressing the buzzer then there were whispers thinking how ugly a kind of chorus: the sound of a buzzer someone new is coming an intercom voice asking: who is there someone new is coming wanting to say me just me someone new is coming choking on my name do we have enough room someone new is coming the sound of my voice hear how hard she’s crying thinking how ugly she has a little baby the sound of my voice making Valerie’s voice apologetic: it all too real can you please fill out this form?

doors unlocking “What Rhoda Remembers About the First the woman named Valerie Five Minutes,” by Sheree Fitch was origi her eyes like pillows nally published in In This House are Many a calico cat on a green paisley couch Women © Sheree Fitch, 1993. Reprinted by a desk piled high with papers permission of Goose Lane Editions.

“I tore myself away from the safe comfort of Anti-violence workers know the truth certainties through my love for truth; and the about the atrocities committed against truth rewarded me.” women and children, and probe beyond accepted standards to help shape a new – Simone de Beauvoir,All Said and Done and better reality. At times, the harmful (de Beauvoir, 1982) truth seems to be forgotten, and the loss of individual rights and dignity has

11 Individual Solutions far-reaching consequences for those more than survive. Women adapt to a victimized by aggression and control. The range of circumstances. Some move to a depth, pervasiveness and extent of the place of positive choices, while others do violence have taken counsellors and not, requiring long-term support and advocates beyond denial, and in con maintenance of social services. fronting the realities they are changed forever. The economic and health-related “As we know, working at a shelter forever costs reflect only the tip of the iceberg on changes who we are and how we view things. how systemic the cost and loss are to our Often, whether I am at work or not, I find society (Day, 1995). myself in a group of people (on the bus, out speaking) wondering to myself which of these “I got into working as a sexual assault people are victims, survivors and abusers. I counsellor because I believed I could make a never did this before working here, I will difference. Each day we are confronted with probably do this for the rest of my life.” more realities; sexual harassment, violence in – A counsellor at a shelter the workplace, all needing new solutions. It’s too much, there are too many women destroyed. I have lost hope that anything will The empathetic response of the staff and change.” volunteers is at the core of the commit ment to the services. It is this empathy – A counsellor working in a rape crisis centre that creates the greatest risk and vulnera Anti-violence workers engage with bility to vicarious trauma. Self-awareness, women and children who tell graphic self-assessment and self-care are critical descriptions and stories of the cruel and to preventing a toxic, unhealthy build-up vile acts of violence they have endured of the negative and invasive effects. No and are exposed to, committed against one engaging in this type of work is them by choice, by another human being. immune to the effects.The transformation Counsellors and advocates listen to that occurs can be subtle and pro myriad confusing and conflicting emo nounced, and positive or negative. There tions, and witness the effect of misused may be an awakening of feelings, including power and the effort and courage it takes the passion for social justice and the joy to move beyond the control. Atrocity and celebration of working with women. workers listen and absorb the stories and The negative aspect of the work is the re-enactments of abusive and violent vicarious trauma. The heavy weighting acts, and they observe the outcome of of the negative and damaging effects of cruelty. At times, staff witness the change vicarious trauma makes finding and that comes over a woman as she begins to maintaining a healthy balance a significant recognize her own self-worth and unravel challenge. the harm inflicted upon her. Women do

12 Guidebook on Vicarious Trauma: Recommended Solutions for Anti-Violence Workers 2.2 Personal Impact of Vicarious Trauma

“I have found that while working in this field I Karen W. Saakvitne and Laurie Anne am constantly having to take the time to Pearlman, have developed valuable remind myself that not every man/woman is resources that aid the individual abusive. I do this by enjoying time with friends, counsellor, therapist and advocate in watching kids play in the park, and immersing identifying the effects. These resource myself in non-trauma settings. I also take the materials are useful guides to help restore time out to play and have vacations from here. a balance that preserves the positive Without this balance, I think it would be very experience of working with this client easy to develop a general attitude that the population. In particular, their workbook world was full of abusers and that I had to on vicarious traumatization, Transforming hide away in order to protect myself.” the Pain, is a practical resource guide. – A counsellor Tables 1 and 2 on the following pages, by The effects of vicarious trauma extend to Janet Yassen,provide a helpful summary of all realms of anti-violence workers’ lives many of the personal factors and how and are cumulative, unavoidable and appli they can affect professional functions.The cable to everyone uniquely. Experiences list is extensive and by no means conclu such as a change in beliefs and values sive. The nature and extent of vicarious and the way that one looks at the world, trauma will vary for each individual and intrusive imagery and physical effects may extend beyond what is defined in are normal consequences of the work. these tables. Different factors contribute to what triggers a personal response, and in how “The impact comes from many directions: the limited or magnified the effect will be. people we serve, the people in the service, Some of these factors include personal funders, general public, politicians, even the characteristics or traits, prior experience, abusers. The vital work faces obstacles from personal history of abuse, and the culture every direction.” and practices of the organization. – A front-line worker There now exists a good selection of materials that identify how the effects of vicarious trauma may exhibit themselves in an individual.The staff of the Traumatic Stress Institute, under the leadership of

13 Individual Solutions

TABLE 1 – The Personal Impact of Secondary Traumatic Stress

Cognitive Emotional Behavioural Spiritual Interpersonal Physical • Diminished • Powerlessness • Clingy • Questioning the • Withdrawn • Shock concentration • Anxiety • Impatient meaning of life • Decreased • Sweating • Confusion • Guilt • Irritable • Loss of purpose interest in • Rapid heartbeat intimacy or sex • Spaciness • Survivor guilt • Withdrawn • Lack of self- • Breathing satisfaction • Mistrust • Loss of meaning • Shutdown • Moody difficulties • Pervasive • Isolation from • Decreased • Numbness • Regression • Somatic hopelessness friends reactions self-esteem • Fear • Sleep • Ennui • Impact on • Aches and pains • Preoccupation • Helplessness disturbances parenting with trauma • Anger at God • Dizziness • Sadness • Appetite changes (protectiveness, • Trauma imagery • Questioning of concern about • Impaired • Depression • Nightmares prior religious • Apathy aggression) immune system • Hypersensitivity • Hypervigilance beliefs • Projection of • Rigidity • Elevated startle • Emotional roller anger or blame • Disorientation coaster response • Intolerance • Whirling • Overwhelmed • Use of negative thoughts coping (smoking, • Loneliness • Depleted • Thoughts of alcohol or other self-harm or substance harm toward misuse) others • Accident • Self-doubt proneness • Perfectionism • Losing things • Minimization • Self-harm behaviours

(Yassen, 1995)

TABLE 2 – Impact of Secondary Traumatic Stress on Professional Functioning

Performance of Job Morale Interpersonal Behavioural Tasks • Decrease in confidence • Withdrawal from • Absenteeism • Decrease in quality • Loss of interest colleagues • Exhaustion • Decrease in quantity • Dissatisfaction • Impatience • Faulty judgement • Low motivation • Negative attitude • Decrease in quality of • Irritability relationship • Avoidance of job tasks • Apathy • Tardiness • Poor communication • Increase in mistakes • Demoralization • Irresponsibility • Subsume own needs • Setting perfectionist • Lack of appreciation • Overwork standards • Staff conflicts • Detachment • Frequent job changes • Obsession about detail • Feelings of incompleteness

(Yassen, 1995)

14 Guidebook on Vicarious Trauma: Recommended Solutions for Anti-Violence Workers 2.3 Factors Contributing to Vicarious Trauma

The following material explores some of service. Some communities have devel the key contributing factors that attempt oped inter-agency case planning formats to recognize the unique characteristics of to track, over time, the experience of the the anti-violence profession. family and their use of different services. Communicating this information back to “There are times when our hands are tied front-line staff in agencies completes the and due to our mandate we are unable to process. continue to support a woman.There are times when so much needs to be done that we “I was out speaking to high school students cannot possibly meet all the families’ needs. in a classroom and after my presentation a Although I respect our mandate and realize male student came up to me and asked if I that we cannot meet everybody’s needs, I find remembered him”. He had stayed in shelter it hard at times to watch women leave with so years ago. He happily told me about his life, his many needs left to be addressed and at times mother and family and told me how much he no possible options as to how to address remembered his time in shelter. I hang onto them.” those words, especially when I watch a mother – A counsellor in a community counselling and children disappearing inside the taxi to program offering groups to women take her back home.” – A children’s advocate with 11 years’ experience 2.3.1 Type of Service The nature of anti-violence work means Individual staff, boards of directors that there is often no closure or opportu and agencies may have to rely on the nity to know in the long term whether the evidence collected by researchers on the services offered made a difference. Some experience of women, children and men agencies, such as shelters and crisis or accessing services, rather than obtaining helpline services, are often left wondering information directly from individuals. For what happens to a woman and children example, research on the effectiveness of after she leaves or gets off the phone. a batterer program continues to inform Follow-up groups, second-stage housing, the nature of the work and evidence advocacy centres and counselling services continues to be collected on how services have more opportunities to witness the respond to the needs of abused women. changes in a woman over time; however, Getting involved in research initiatives can even these services may not know what help to increase the understanding of how happened to her in the long term. The the service positively responds to changes autonomy of agencies and strict confiden in women, children and men. The five tiality practices limit information sharing centres for research on violence against about families that access more than one women and children operating across

15 Organizational Solutions

Canada offer collaborative opportunities environments are needed to provide that match the skills and expertise of a reasonable breaks from direct client con researcher with those of community tact. Rotating through different positions, services. Influencing the research public speaking, community networking questions and project design can help to and social justice activities are examples inform agencies of what changes occurred of means to provide a break in the routine in the lives of women and children as a for staff and to offer at least a temporary result of the service. focus on the systemic aspects of violence against women. “When I am working in a group with women, I sometimes can’t believe what they share. Agencies such as sexual assault centres Sometimes they talk about the violence as if it and community counselling and advocacy was nothing. Later, after they have spoken clinics can encourage counsellors to con aloud, they are more ready to work with a trol their own schedules by building in counsellor.” times for breaks and having days or partial – A group counsellor days that are focussed on administrative tasks.Taking meaningful breaks away from Based on the high degree of re direct client contact may mean that the enactment, role playing, group programs, agency decreases the number of clients crisis intervention and telephone crisis served.This difficult decision may support work that are fundamental components of a long-term healthy commitment by staff most anti-violence agencies, staff are at who are dedicated to self-care. risk of experiencing vicarious trauma early on in their career. For agencies that “One aspect of the work, which increases provide a 24-hour helpline, staff may staff’s vulnerability to burnout, is the long juggle other responsibilities in addition to hours that weekend staff work.The more tired responding to the crisis line. In some one becomes the less able you are to separate organizations, volunteers carry a beeper yourself from your work. It is in maintaining that relays the telephone call into their that distance that I have been able to keep my level of stress down.Yet, when I am tired I feel home. These intrusive calls and crisis things creeping in and I am aware that it is situations can be disruptive to the harder to shut off my day at the shelter when individual. I go home. In other words, I end up carrying people’s stories with me.” Personal remedies offered by leading experts suggest rotating through different – A part-time residential counsellor counselling or therapy styles and control in a woman’s shelter ling the number of trauma clients seen in a day. These solutions may seem impos The continued work of assessing the sible to achieve, given the 24-hour nature differences between a crisis, a problem of the work, funding shortages and crisis and a situation can help to decrease the orientation of the environment. Changes pace of the work. Not all situations faced to the operating practices of these in a crisis-focussed environment are

16 Guidebook on Vicarious Trauma: Recommended Solutions for Anti-Violence Workers emergencies. The working culture and The following problem-solving model reference point of the staff are predomi provides a process for assessing an issue nantly focussed on high risk and crisis so and preparing solutions. that it is difficult, at times, to respond to situations outside of the immediacy of a crisis solution.

Problem-Solving Model

Describe Develop Identify Why Develop Pick a a the This is Solutions Solution Change Problem the Best Plan Solution

• What is the • List three • Describe • What is the problem? why this is effect of – Is it a crisis? the best change on – Is it a solution. everyone situation? involved? – Is it an • Determine issue? actions • Why is it a to obtain problem? support. • Who is • Develop an affected implemen and why? tation plan.

2.3.2 Nature of the Work policy decisions. Blended into these factors are the personal effects of work “It’s not just a job, it’s a lifestyle” ing with abused women, children and – A shelter worker’s description of her abusers. 10 years’ experience “The personal is political and the political Epstein and Silvern (1990) identify the personal.” following as serious contributors to – Unknown causing significant stress leading to burnout: role strain, staff conflict, lack of The political, social and cultural context of perceived support from a community of the agency or environment where the peers, work overload, lack of clarity about support is provided affects staff.The very shelter goals or operating philosophy, and nature of anti-violence work is political failure to involve staff in programming or and linked to the values of society. The

17 Organizational Solutions feminist philosophy of an individual juxta Part of the healing process for women and posed against the organizational structure children victimized by violence involves can create personal conflicts. Racism and the telling of their stories, sometimes homophobia create a bias as to how the in gruesome detail, to non-judgmental service is provided and in the relation listeners. Staff and volunteers listen on ships with co-workers. The philosophical the telephone and in person as clients underpinnings of woman-focussed shelters describe their abuse, pain and humiliation. and counselling services suggest that staff It is impossible to block out these experi and boards have moved beyond intoler ences. Staff come out of one session with ance to a place of good-natured solidarity. one woman and meet with another who Individuals are affected more deeply when re-enacts and describes her story in vivid the intolerance comes from within. detail. The repetitive, cumulative effect of these stories can become highly invasive. “I remember when we were building our new The telltale signs are intrusive imagery or shelter.We were excited about the chance to nightmares.The effects of vicarious trauma design and make a statement of celebration. can be mitigated by immediate debriefing Women in the community couldn’t see why after intense, painful sessions. Body abused women and children should live in therapy such as massage may be helpful such a nice place.” in providing a physical release to the – An executive director of a woman’s shelter absorption of the trauma material.

Healthy hiring practices and ongoing “I think one of the most overwhelming aspects sensitivity training are needed. Staff need of this work is that you are constantly moving to reflect on their own behaviours and from one crisis situation to another with little attitudes and remain motivated to ongoing or no time to think or breathe in between. learning and challenges from the staff Fellow workers are overwhelmed as well so group. there is little if no time to debrief, and what debriefing there is is often rushed and tense. It is hard to debrief with individuals who are as 2.3.3 Listening to the overwhelmed as you are.” Stories – A shelter counsellor

“Hearing stories day after day about the Clinical supervision and peer consultation horrible things that humans inflict on others are critical supports to prevent inappro fills me with rage—not only toward the abuser priate or unsupportive responses to a but also against our systems for repeatedly particular client or woman’s situation, failing to support.” and for monitoring counter-transference. – A counsellor at an advocacy centre Apprehension regarding the purpose of supervision and limited trust of the

18 Guidebook on Vicarious Trauma: Recommended Solutions for Anti-Violence Workers supervisor will limit the opportunity for difficult custody and access remedy that is debriefing and problem solving. Day-to-day before the courts, and the adversarial problem solving, particularly for a crisis- process may trigger new or buried memo oriented environment, reduces tension ries of the abuse experienced. Women and increases the support to women and who have recently been assaulted will children. Peer support and supervision likely present in a high state of trauma that that builds on team principles and an requires focussed crisis intervention. active learning environment support renewal and staff well-being. Reactions and responses in the anti- violence worker are triggered by different things, including listening to the history of 2.3.4 Client Characteristics abuses, hearing the details of the abusive behaviour or observing the attitude of “And deliver us from evil: This is my private the client, such as her profound sense of prayer and chant when I hear about yet helplessness. Working with women, another woman and her children trying to children and men requires that counsel escape the physical and emotional clutches of lors balance their need for change with cult members. I pray that the evil will never win recognition of the individual’s starting over and succeed because at times I felt there point. This balance may be particularly was nothing else I could do or say to help. I difficult to maintain where the safety of pray that there will never be another person the individual or family is at stake and the who is brainwashed into saying the prayer client does not share the same urgency backwards.” or is unwilling, at the time, to act. This – A counsellor disparity can lead to an imbalance in the counsellor that, if left unresolved, can Women and children may be abused by produce unhealthy responses. family members, by someone in a trusted Distinct services have been established position within a school, community requiring specialized staff expertise that organization, church congregation, or by a is based on the presenting needs of the stranger. Adults sexually and physically client. The type of service and skill base abused in childhood require focussed, required of a staff in a crisis-oriented specialized counselling and support to environment such as a shelter is different work back to the abuse and forward to from those of a long-term counsellor. Skills consider the impact it has on them today. and expertise are developed and refined Individuals engage with service at different in relation to the length of time the client times, based on different needs and issues. can commit to the service or the type of Women may require support during a program funded.

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2.3.5 Personal Counsellors with unrealistically high Circumstances of ideals, or those who excessively fantasize about rescuing their clients or plot the Counsellor revenge, or are overly invested in meeting client needs will likely become more “I find it hard to watch mothers who are overly affected by the work. Staff or volunteers critical and/or abusive to their children. I also who are new to the field or who have find it hard to watch moms who need some moved from a crisis-focussed service to help with parenting skills. I often want to jump longer term work may find the change in and hug the child or respond to them in a stressful. The depth and complexities of more appropriate way. It takes a lot to stand the abuse experienced are unravelled and aside (when it is not abusive) and work explored over time based on an established with the mother to help her develop positive parenting skills.” trusting relationship.This requires different counselling styles from crisis counselling – A children’s advocate and offers insight into the pervasive effects on individuals. Individuals have different stressors that increase or decrease their susceptibility Training improves the confidence of the to vicarious trauma. Self-care plans change staff in providing the service. Few academic as individuals change, and regular self- institutions provide training on crisis coun monitoring and assessment will help to selling, trauma work or violence against re-establish the balance among the women. personal, professional and community interests. For example, the type of case load and personal circumstances of a counsellor will influence the amount and type of supervision that is needed. The more clarity the individual has about her personal needs the better able she is to articulate this to the supervisor, staff team or during peer consultation.

20 Guidebook on Vicarious Trauma: Recommended Solutions for Anti-Violence Workers

What type of work do I want most?

Completing self-assessments can help identify what type of work you are most interested in and may help in selecting the appropriate work environment. Recognize that your interests may change over time. Prior to accepting a position with an anti-violence organization, complete a personal assessment of the type of work that you think you would like the most. Consider personal and family interests and beliefs. If you are uncertain about the type of work environment, operating structure, policies and practices, ask during the interview or hiring phase.Your personal needs will likely change over time.As part of your self-assessment, complete this exercise annually. Crisis intervention work may be well suited to your lifestyle and capacities during one time in your life and provide less satisfaction at another time. Compare this list to your current or prospective job requirements. Complete the following list and use it to help determine your career strategy.

Amongst the choices below, which type of work do I enjoy:

Intervention & Service: ____ Crisis ____ Short-term ____ Long-term

Counselling: ____ Individual counselling ____ Group counselling

Working with: ____ Women ____ Children ____ Men ____ Families ____ Volunteers

General: ____ Advocacy ____ Social justice efforts ____ Outreach ____ Administration/management ____ Community development ____ Flexibility of work day ____ Constant interruptions-limited control of the workday

Shift work: ____ Days only ____ Days/weekends ____ Overnights ____ A combination

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2.3.6 Safety and World View self-defence course and completing personal safety plans can help to provide “I am cynical about everything.” positive outlets for the release of fear. – A counsellor working in an abuser program 2.3.7 The Relationship “There was no way I was letting my daughter Between the go to camp. I work with young women who were sexually abused at camps and places Counsellor and the without constant parental supervision.” Client – A counsellor working with teens “When women come to us they are so dis Constant exposure to danger and high- trustful, their lives seem to have been filled risk situations changes how anti-violence with trouble and breaches of trust.Yet they are workers view the world, including their willing to try again and in such a short time personal sense of safety and fearfulness of they begin to turn their lives around.” harm to themselves and their children. – A counsellor at a sexual assault centre Most anti-violence workers must be hyper-vigilant about their own personal Participating in counselling or support safety and the safety of the women and may be a new experience for a client. children they work with. Constantly being The historical and current violence may on the look-out for high-risk individuals present serious issues to resolve, such instils a changed perception of the safety as trust, resentment and lack of clarity of the world that permeates relationships about the client–counsellor relationship. with family members, children and friends. Sometimes the very location of the In rural or isolated communities, staff and service, such as a residence or home, can volunteers may be well known and worry cause further confusion or worry based about the additional risk this poses to on where the violence or abuse has themselves and their families. Individuals occurred. who work within high-risk environments must develop healthy strategies to make There may be times when a particular the transition to and from the rest of the connection with a woman or child world. In recognizing the risk of the work loosens the ethical boundaries and staff and the risk in communities, advocates can lose sight of their professional obliga understand that they cannot always con tions. Prior experience as a counsellor, trol the violence, and a balance between academic training and personal history of fear and safety planning needs to be violence will influence the counsellor developed. Attending annual “Take Back client relationship. Counter-transference, the Night” demonstrations and marches, or the process of seeing oneself in participating in women’s safety audits or the client, of over identifying with the community safety projects designed to client, or of meeting needs through the make public spaces safer, taking a woman’s client (Figley, 1995) is a serious risk for

22 Guidebook on Vicarious Trauma: Recommended Solutions for Anti-Violence Workers therapists. According to a recent study counsellor has a personal history with discussed by Figley, five qualities are violence or unresolved memories, pain needed to manage counter-transference. can be evoked and the integrity of the These are anxiety management, conceptu counselling relationship may suffer. alization of skills, empathic ability, Supportive supervision, peer consultation, self-insight and self-integration. debriefing and personal therapy may support a counsellor through difficult “I worked with one woman who was being periods. sadistically abused. Her situation seemed so desperate that I became more and more “I was assaulted at gunpoint many years ago. involved. I gave her my home phone number I had done a lot of personal work and believed and accepted calls at any time. My fellow myself to be a strong woman doing excellent counsellors and advocates questioned me intervention work with women. I was working about my lack of boundaries; other agencies with a family who had a similar experience providing support were frustrated by my need and the story really shook me up. I felt myself to be present. It didn’t matter what anyone spiralling backward. The coordinator accused told me, I couldn’t stop. I became angry and me of not being able to do the work…that exhausted. I don’t know what made me I needed to personally get control. She stop, I only know that I jeopardized so many suggested that given my history this line of important personal and professional values.” work was not appropriate. She dismissed my – A sexual abuse counsellor experience, suggested that I should not be doing the work and eroded my self-confidence 2.3.8 Personal History and made me question, in a negative way, if I could continue to do the work I was so proud with Trauma of. I needed her support to help me get back Pearlman and MacIan (1995) provide on track quicker.” insight into the experiences of counsel – A front-line worker lors working with abused women and their children. In a study released in 1995, they provide evidence that counsellors 2.3.9 Spiritual Beliefs who have personal trauma history show more disruptions, particularly in self-trust, Vicarious trauma can weaken individuals self-esteem and self-intimacy, than staff physically, emotionally and spiritually. who do not have a personal history of Sometimes, the effect of the work trauma. Interestingly, the study suggests shatters the religious or spiritual beliefs that therapists with a history of violence of a counsellor. Working with religious who continue to commit to the work on communities that are unwilling to recog a longer term basis are healthier with nize the abuse within their congregation fewer effects. The authors suggest that or that seem to collude with the tactics these employees may find meaning in their of the abuser can create disillusionment. own trauma by dedicating their work This disrupted inner belief can be very to survivors. Working with women and unsettling for individuals who have placed children can trigger memories, and if the a high value in their spiritual connections.

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Self-care for the individual may include 2.3.10 Women and Anger coming to terms with this loss and seek ing out new spiritual beliefs that honour “At times I feel that staff experience more the change from within. direct trauma than vicarious trauma. We are often the recipients of verbal abuse by clients “Talking freely about...aspects of women’s lives and at times physical threats or violence. and naming them as resources for spiritual It seems that even if the woman leaves strength in community have not been part of immediately, staff are left having to deal with patriarchal religion. Feminist communities the effects of the rage and of being abused. encourage truth-telling — naming of the Even though this abuse is not as harmful as it experiences that are real in women’s lives. In would be if it came from someone who was in these settings there are no correct doctrines my personal life, I am aware that it still has an into which women have to try to fit their effect on me. This effect is smaller if I can experiences and so the truth-telling goes on, debrief or am not tired.” new ways of describing women’s spirituality – A relief residential counsellor emerge, and new sources of survival and strength are named and incorporated into While women have much to be angry women’s spirituality.” about, the anger expressed in anti- – Charolotte Caron, from “To Make and violence agencies is often labelled as Make Again: Feminist Ritual Theology” abusive, and only the anger expressed quietly or softly seems to be accepted, “My partner and I had been invited to a listened to and supported. It is not the wedding.A couple of days before the wedding, abusers’ emotion of anger that has I was making a list of things to do. Buying a harmed women; it is their use of power card for the young couple was on my and control and the rage of hatred. list. Strangely enough, or perhaps not, I had Women have been silenced for a very thought of placing one of our “If you are long time, containing their anger, holding it abused take action” cards inside the card in their bodies. Women who are abused together with my best wishes. Working with sometimes react to anti-violence workers abused women has forever changed my view in anger, an anger that comes from their of beautiful weddings and happy couples and the love they have for each other. Until death fear and from the trampling effects of the do us part has taken on a different meaning abuse. A moment of freedom taken can for me.” cause a release and, like an implosion, the – A residential counsellor suppression of emotion is released. The ability of anti-violence workers to listen to anger and learn the story of a woman is an important skill. When the anger is turned on each other, the reaction can be very different and quickly creates fragile working conditions.

24 Guidebook on Vicarious Trauma: Recommended Solutions for Anti-Violence Workers

2.3.11 Grief achievement of seeking a healthy balance. Pearlman and MacIan (1995) suggest that “Women and children share with us their trauma therapists who discuss the effects reality and their experience, their loss, their of their work with their personal therapist pain, it invades us and we grieve.” show a higher level of personal disruption. – An intake counsellor For those who almost exclusively use their personal therapy for trauma debriefing, it may suggest little or no separation “A woman or child’s bruised face always between work and self. It may also point to makes my eyes fill up with tears. I am left situations where staff are using personal feeling empty with their pain.” therapy time to discuss work-related – An administrative support staff difficulties because there is a lack of sound debriefing and clinical supervision Anti-violence workers grieve the loss of opportunities in the workplace. life and dignity, and the grief can be an overwhelming ache that resides within. The grief cannot be denied and over time 2.3.13 Work Environment accumulates within. Holding this sadness in reduces the capacity of an individual to “The work environment is sometimes more maintain intimate relationships. Releasing traumatic on counsellors than the violence we the pain immediately can help in gaining a hear about.” feeling of support and comfort. Ongoing – Rural front-line staff member for 15 years personal therapy may be needed to find ways to release or purge the residual grief. Participation in the National Day The psychology or culture of an organiza of Remembrance on December 6 is a tion bears upon the psychological and way to collectively mourn the loss in physical state of the people working our communities, nation and planet. First in it. The work environment significantly mourn, then act for change. influences an anti-violence worker’s ability to mitigate the effects of vicarious trauma. Staff will contribute in meaningful ways 2.3.12 Personal Therapy to a work environment where they feel welcomed and supported and where they Working with trauma clients often brings trust that the leadership is reliable and a counsellor in touch with personal issues. respectful. The commitment to working toward an end to violence against women and A good working environment provides children requires a commitment to self- clear guidelines, structures, roles and development and preservation. For some, policies for members of the board, staff personal therapy is an important part and volunteers. A collegial staff culture of a self-care plan and supports the that people feel part of, with time-related

25 Organizational Solutions benefits such as self-care days, enhanced Staff are involved in networking, public holidays and an extended health care plan, speaking, organizing and participating in encourages those experiencing profound responses to government initiatives or effects of the trauma to exercise more policies. The type of volunteer time pro care. vided in the past may change with the experience of working in a woman “We are not healthy with each other even focussed agency. It is impossible to attend though we often provide a healthy environ every event, demonstration, rally or ment or opportunities for the women we action, and individuals have the right to serve.” choose how they spend their volunteer – Shelter staff member for 20 years commitment. One of the greatest challenges facing In many ways anti-violence work becomes working women is achieving balance a lifestyle. Continuing to make a com among a career, family relationships, mitment to the community through personal time and social justice. Work volunteer efforts may change as a result of environments that recognize this conflict the work. Volunteering in something that will demonstrate flexibility and support. feels good or positive, such as a child’s Seasoned anti-violence workers know to daycare or community fair, may satisfy the ask detailed questions regarding the work personal need for involvement or the culture and employment practices prior to sense of giving to the community. making a commitment, to ensure that their self-care plans will not be compromised by an unhealthy environment. 2.3.15 Effect on the Body

“I remember one time that a client was telling 2.3.14 Social Justice me a horrific story that affected me very physically. It felt like it hit my chest like a ton “Find a way to make that rage fuel your of bricks closing in on me. I felt my body passion to do the work.” shutting down.” – An anti-violence worker – A therapist working with sexual abuse

For many women and men working in For generations, women have been the anti-violence field, the opportunity or socialized to contain their emotions, not personal commitment to do the work to complain and to be polite. Emotions began out of social justice action. This are suppressed within the body and it is passion, rooted in feminist philosophy and not surprising that much of the vicarious a desire to end oppression, was part of trauma experiences are absorbed into the motivation to work in the field or to the body; women learn to manage strong be politically focussed.Working in an anti- feelings by containing them. Anti-violence violence agency is part of social change; workers do not work in a typical the work is rarely limited to counselling. workplace and basic coping strategies

26 Guidebook on Vicarious Trauma: Recommended Solutions for Anti-Violence Workers are likely going to fail. If the trauma or experiment with body therapies can help stress is not released, there can be a toxic one to find a personal release, whether it build-up resulting in a lack of wellness. be physical activity, massage, yoga, shiatsu The body, along with the spirit, will need or acupuncture. nurturing. Taking the time to learn and 2.4 Personal Solutions

Action List: • Actively seek and attend training (work • Get involved in research that helps shops, courses, forums) determine how services help • Get involved in women’s safety audits • Control the number of trauma clients and events such as Take Back the Night per day and the December 6 National Day of Remembrance • Rotate through different counselling/ therapy styles (group, individual) • Develop realistic personal safety plans • Take real breaks during a work day or • Develop a personal debriefing plan shift • Actively use body therapies • Rotate through different positions, • Make a commitment to yourself including public speaking, community • Renew spiritual beliefs networking, social justice • First mourn, then act for change • Develop problem-solving techniques that determine if a situation is a crisis, “I have no creative use for guilt, yours or my problem or situation own. Guilt is only another way of avoiding • Designate administrative days or half informed action, of buying time out of the days pressing need to make clear choices, out of the approaching storm that can feed the earth as • Remain motivated to learn, change and well as bend the trees.” accept healthy challenges – Audre Lorde (Lorde, 1984) • Develop specialized skills that match the type of service The real effort is in beginning and main • When it is time for a change, take a risk, taining effective self-care practices and exit gracefully staying with it. Survival as a counsellor or anti-violence worker depends on the indi • Complete self-assessment scales on a vidual embracing a commitment to one’s regular basis and develop and frequently self with the same energy and passion that review self-care plans is dedicated to the work. Learning about • Set realistic goals when working with self-care and body therapies will take women, children and men some experimentation. Some people start

27 Organizational Solutions out feeling that self-care is a cause of 2.4.2 Self-care stress. Women are conditioned to ignore Libraries, bookstores and Internet sites themselves in order to serve others, and are filled with self-care resources. guilt limits the capacity to act. Just Materials range from personality as vicarious trauma affects everyone inventory assessment scales to practical differently, each individual will need to guides on seeking and finding harmony find successful self-care practices that among work, home and personal need. incorporate personal characteristics. Books and articles on women and work There are many options and only one confirm the double and sometimes triple barrier – time. responsibilities or roles that women have that affect their capacity to lead a healthy 2.4.1 Finding and Taking life. Without getting carried away with Time completing personal assessment scales or by getting demoralized by how high the The most important solution and the stress factors are, these scales are helpful one that is most difficult to find is time. in identifying some of the unique charac Time has become a valued commodity. teristics that might make one more sus Organizations and individuals must find ceptible to the effects of vicarious trauma. the time and then use it wisely to keep They may help to get started toward a healthy, vibrant and able to face a new day new or renewed commitment to a cele of challenges. bration of self. Self-care begins with awareness. Keeping in mind the ABCs of Anti-violence workers need: addressing vicarious trauma may help with • time to mend maintaining a personal focus. • time to take a break • time to debrief • time to case plan • time to celebrate • time to participate in decision making • time off • time-related benefits • time for social justice • time to sing, dance, laugh and live.

28 Guidebook on Vicarious Trauma: Recommended Solutions for Anti-Violence Workers

The ABCs of Addressing Vicarious Trauma Awareness Being attuned to one’s needs, limits, emotions and resources. Heed all levels of awareness and sources of information, cognitive, intuitive and somatic. Practise mindfulness and acceptance.

Balance Maintaining balance among activities, especially work, play and rest. Inner balance allows attention to all aspects of oneself.

Connection Connections to oneself, to others and to something larger. Communication is part of connection and breaks the silence of unacknowledged pain. These connections offset isolation and increase validation and hope.

In Three Realms of Our Lives • Professional • Organizational • Personal

Adapted from: Transforming the Pain: A Workbook on Vicarious Traumatization by Karen W. Saakvitne & Laurie Anne Pearlman. Copyright © 1996 by the Traumatic Stress Institute/Center for Adult & Adolescent Psychotherapy. Used by permission of W.W. Norton & Company, Inc.

2.4.3 Assessing Your Rate the following areas in frequency Self-care 5 = Frequently The following self-care assessment scale 4 = Occasionally is by Saakvitne and Pearlman from the 3 = Rarely Traumatic Stress Institute. It is designed as a tool to measure how well a counsellor 2 = Never is addressing her own needs. It is useful to 1 = It never occurred to me revisit this assessment regularly.

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Physical Self-Care ___ Notice your inner experience – ___ Eat regularly (e.g. breakfast, lunch, listen to your thoughts, judgments, and dinner) beliefs, attitudes and feelings ___ Eat healthily ___ Let others know different aspects of you ___ Exercise ___ Engage your intelligence in a new ___ Get regular medical care for area (e.g. go to an art museum, prevention history exhibit, sports event, ___ Get medical care when needed auction, theatre performance) ___ Take time off when sick ___ Practise receiving from others ___ Get massages ___ Be curious ___ Dance, swim, walk, run, play sports, ___ Say no to extra responsibilities sing, or do some other physical sometimes activity that is fun ___ Other: ___ Take time to be sexual – with yourself, with a partner Emotional Self-Care ___ Get enough sleep ___ Spend time with others whose ___ Wear clothes you like company you enjoy ___ Take vacations ___ Stay in contact with important people in your life ___ Take day trips or mini-vacations ___ Give yourself affirmations, praise ___ Make time away from telephones yourself ___ Other: ___ Love yourself ___ Reread favourite books, re-view Psychological Self-Care favourite movies ___ Make time for self-reflection ___ Identify comforting activities, ___ Have your own personal objects, people, relationships, psychotherapy places, and seek them out ___ Write in a journal ___ Allow yourself to cry ___ Read literature that is unrelated to ___ Find things that make you laugh work ___ Express your outrage in social ___ Do something at which you are not action, letters, donations, marches, expert or in charge of protests ___ Decrease stress in your life ___ Play with children ___ Other:

30 Guidebook on Vicarious Trauma: Recommended Solutions for Anti-Violence Workers

Spiritual Self-Care Workplace or Professional ___ Make time for reflection Self-Care ___ Take a break during the workday ___ Spend time with nature (e.g. lunch) ___ Find a spiritual connection or ___ Take time to chat with co-workers community ___ Make quiet time to complete tasks ___ Be open to inspiration ___ Identify projects or tasks that are ___ Cherish your optimism and hope exciting and rewarding ___ Be aware of non-material aspects ___ Set limits with clients and colleagues of life ___ Balance your caseload so no one ___ Try at times not to be in charge or day or part of a day is “too much” the expert ___ Arrange your work space so it is ___ Be open to not knowing comfortable and comforting ___ Identify what is meaningful to you ___ Get regular supervision or consulta and notice its place in your life tion ___ Meditate ___ Negotiate for your needs (benefits, ___ Pray pay raise) ___ Sing ___ Have a peer support group ___ Spend time with children ___ Develop a non-trauma area of ___ Have experiences of awe professional interest ___ Contribute to causes in which you ___ Other: believe ___ Read inspirational literature Balance (e.g. talks, music) ___ Strive for balance within your work ___ Other: life and work day ___ Strive for balance among work, family, relationships, play and rest

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Creative Selfishness

What Is It? Creative selfishness is behavior that allows you to care for yourself without feeling guilty. Creative selfishness is taking time to live your life with respect for you!

We have all been indoctrinated to be unselfish.To even suggest selfish behavior smacks of heresy. Study a woman who practices unselfishness, and you may see a manipulative martyr who tries to win love and sympathy by practicing “good” behavior. Look at the words: unselfish and selflessness. No self!

Isn’t caring for others an important part of life? Yes! But only if you are caring and doing for others because you honestly feel rewarded by it, not because you’re telling yourself this is what you are supposed to do to be a “good woman.” Caring for others in order to be “good” means living without self-respect, and over time it is tantamount to self- destruction.

Creative selfishness sends a clear message to everyone in your life: I love you (or value you or respect you), but I am a separate person with needs of my own. By practicing creative selfishness, not only will you gain the time to care for yourself, you will also gain the respect of the significant people in your life.

Creative selfishness, like all self-nurturing activities, will help you amass an overflow of love that will allow you to care for others from your abundance. That is truly being a “good woman”!

When to Do It: • If the idea of taking time for yourself is so foreign you needed someone to explain the concept to you. • When the idea of saying no to someone makes you cringe. • If you have no idea what a personal boundary is.

Eliminate guilt Be firm Define your boundaries Say no More help saying the “n” word Be patient

Reprinted with permission from The Women’s Comfort Book:A Self-Nurturing Guide for Restoring Balance in Your Life, by J. Louden. (New York: Harper-Collins Publishers, 1992.)

32 Guidebook on Vicarious Trauma: Recommended Solutions for Anti-Violence Workers

Making a Commitment to Yourself 1. Write down three things you could do to address vicarious traumatization for each arena: professional, organizational and personal.

Professional

1. ______

2. ______

3. ______

Organizational

1. ______

2. ______

3. ______

Personal

1. ______

2. ______

3. ______

1. Next, place an asterisk beside every strategy you could implement during the next month.

2. Then, circle one in each category that you will try to do during the next week.

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2.4.4 Stress and Burnout on compassionate grounds and as good business sense: “When I am having a bad day all I need to do • Currently, depression represents is walk through the residence, listen to a 12 percent of the world’s calculated woman, see the kids. My heart sings again rates of disability. with their courage and I feel lucky and happy to be me. I go back and tackle my problems in • It is predicted that by 2020 neuropsy the same practical ways we show women “one chiatric conditions will increase by step at a time, breaking down the pieces into 50 percent as a proportion of the global something I can handle” burden of disease, outpacing even – Residential counsellor at a women’s shelter cardiovascular disease. • The single biggest work-related prob The work on stress and burnout influ lem in the population is stress. ences the understanding of how exposure • Mental anxiety is taking more people off to traumatic material affects counsellors. the job in Canada than physical injury. The material has relevance today, particu larly in how it alerts individuals and organ • Depression alone is costing North izations to the serious consequences of American business more than $60 billion avoiding the factors that lead to unhealthy a year. lifestyles. Maslach’s and Jackson’s 1981 • The United States loses approximately definition of burnout (“a syndrome of 550 million working days due to absen emotional exhaustion, depersonalization teeism—it is estimated that 54 percent and reduced personal accomplishment”) of these absences are stress-related has been the topic of considerable (Cooper and Cartwright, 1994). research on identifying job stressors that • Millions of employees are working in can aggravate burnout. conflicted and hostile environments. At the First Annual Inaugural Report of The material on burnout and stress alerts World Mental Health Day in Canada in individuals and organizations to some of 1998, leading experts predicted “that the devastating and life-threatening out among richer, developed and advanced comes of unmanaged stress, particularly economies, depression and ischemic heart when combined with the harmful effects disease are projected to emerge over of vicarious trauma. the next 20 years as the leading sources of work days lost worldwide as a result of A cautionary note: a lucrative industry has premature death and disability” (The First been built upon stress and stress manage Annual Inaugural Report of World Mental ment. Stress may be defined as an occupa Health Day in Canada, 1998).The follow tional health and safety issue; however, it ing statistics and predictions indicate is not a disease and individuals can take that employees, boards and managers personal action to minimize stress need to pay attention to mental health signs (Patmore, 1998). Organizations can

34 Guidebook on Vicarious Trauma: Recommended Solutions for Anti-Violence Workers become easily sidetracked from the real focus on the root of the problem will be problems in the workplace, such as auto more effective in the long run.The failure cratic leadership, workloads and salaries, to act upon the stressor is likely to be by focussing on stress management. more detrimental to both the short-term Individuals can just as easily be side and long-term health of the individual and tracked from the issues causing the stress the work environment. The following are (such as relationship issues and violence) examples of stress scales and exercises. by focussing on stress management. They are intended to confirm the range of Developing healthy personal and organiza information available and to encourage a tional problem-solving techniques that comprehensive self-care program.

Checklist: Signs of Healthy Stress

• Good concentration • Appropriate sense of humour • High standard of work • Strong interest in business • Cooperative behaviour • Enhanced achievements • Effective problem solving • Good long-term planning • Deadlines met • Clear thinking • Good information flow • High level of motivation • Clear and confident decision making • Realistic about self • Good attendance and time keeping • Plenty of energy • Cheerful manner • Positive comments • Concern and care for others • Constructive criticism given and received

Adapted from: The Stress Work Book: How Individuals, Teams & Organisations Can Balance Pressure and Performance by Eve Warren and Caroline Toll. London: Nicholas Brealey Publishing Ltd., 1997.

35 Organizational Solutions

Checklist: Signs of Overstress

• Lack of concentration • Constantly taking work home • Memory loss • Easily disgruntled • Poor decision making • Uncooperative relationships • Worry, anxiety or fear shown • Poor work quality • Depression • Emotional outbursts • Inconsistency • Unreasonable complaints • Not meeting targets or deadlines • Frequent criticism, gossip or backbiting • Irregular attendance and time keeping • Unpredictability • Low self-esteem • Tiredness • Ineffective problem solving • Cancelling annual leave • Lower standards accepted • Extreme mood swings • Overly self-critical • Only concern shown is for self • Losing business • Accidents • Customer complaints • Eating difficulties • Poor long-term planning • Greater use of alcohol, caffeine, nico • Lost orders tine, drugs • No sense of humour • Difficulties with sleep • Confusion • Low interest in work • Bad mistakes • No one wants to work with person • Regularly working late • Physical illness

Reprinted with permission from The Stress Work Book: How Individuals, Teams & Organisations Can Balance Pressure and Performance, by Eve Warren and Caroline Toll.London: Nicholas Brealey Publishing Ltd., 1997.

36 Guidebook on Vicarious Trauma: Recommended Solutions for Anti-Violence Workers

What Is Your Stress Index? Stress can be difficult to understand.The emotional chaos it causes can make our daily lives miserable. It can also decrease our physical health, sometimes drastically. Strangely, we are not always aware that we are under stress.The habits, attitudes and signs that can alert us to problems may be hard to recognize because they have become so familiar.

How high is your Stress Index? Find out by scoring your answers to the questions below.

Do You Frequently: YES NO Neglect your diet? ______Try to do everything yourself? ______Blow up easily? ______Seek unrealistic goals? ______Fail to see the humour in situations others find funny? ______Act rude? ______Make a “big deal” of everything? ______Look to other people to make things happen? ______Have difficulty making decisions? ______Complain you are disorganized? ______Avoid people whose ideas are different from your own? ______Keep everything inside? ______Neglect exercise? ______Have few supportive relationships? ______Use sleeping pills and tranquillizers without a doctor’s approval? ______Get too little rest? ______Get angry when you are kept waiting? ______Ignore stress symptoms? ______Put things off until later? ______Think there is only one right way to do something? ______Fail to build relaxation into your day? ______Gossip? ______Race through the day? ______Spend a lot of time complaining about the past? ______Fail to get a break from noise and crowds? ______Score 1 for each “YES” answer, 0 for each “NO.” Total your score YES ______NO ______

37 Organizational Solutions

What Your Score Means....

1–6: There are few hassles in your life. Make sure, though, that you are not trying so hard to avoid problems that you shy away from challenges.

7–13: You’ve got your life in fairly good control.Work on the choices and habits that could still be causing you some unnecessary stress in your life.

14–20: You’re approaching the danger zone. You may well be suffering stress- related symptoms and your relationships could be strained.Think carefully about choices you’ve made and take relaxation breaks every day.

Above 20: Emergency! You must stop now, re-think how you are living, change your attitudes, and pay careful attention to diet, exercise and relaxation.

Reprinted with permission from Heart & Stroke Coping with Stress. Canadian Mental Health Association, Metro Toronto Branch, 1997.

Advice Read everything Gloria Steinem ever wrote – her last book first

Ego is like a hat Finding your balance useful protection is a lifetime but it should always be taken off high wire before entering a room journey or sitting at a table with others Keep asking who is God You are not only what you do or who you love Listen to the chorus within but you must do to discover that sings the way who you are to what comes next love to discover why you are You can always change your mind The best answers will always be questions If you’re very lucky you’ll get seven minutes of ecstasy You can always call your aunt twenty minutes of happiness “Advice” by Sheree Fitch was originally so quest after self-knowledge published in In This House are Many Women, by and inner peace Sheree Fitch, 1993. Reprinted with permission of Goose Lane Editions.

38 Equity 3 Solutions Equity 3 Solutions 3.1 Equity Issues

Vicarious trauma affects all members of Certain communities and cultural groups an anti-violence organization. While the have, with perseverance and determina personal effects or symptoms occur at tion, influenced the design and delivery different times for different staff, these of anti-violence services. Responses to differences in experiences must also be vicarious trauma in these settings should put in a cultural context. Research be explored to add to the wealth of collected to date has not fully recognized information and solutions. To the credit cultural variables in responding to vicari of the feminist anti-violence movement, ous trauma. It can be assumed that the success stories of anti-racism initiatives effects of and solutions to vicarious have been shared across the country and trauma on First Nations, Metis and Inuit have informed and changed models of women, women of colour, Francophone service delivery. women, immigrant and refugee women, and disabled women will be framed within “As a black woman in a white dominant their own experience of oppression and community, I am always careful and I carry culture. Despite the anti-oppression with me my fear of attack or put downs.The efforts of feminists, unless services have counselling centre tries really hard to be been established with equitable represen supportive and there are times when I feel like tation and confidence of women of colour I am part of the hum of the place. But, my sense of community and my connection to my or distinct cultures and languages, Anglo- family is different.When the work gets to me I cultural traditions and norms will directly share with my mother, sisters and aunts and influence and determine the structure and we are all really connected. When one of us programs. falls down, we all seem to be there to help pick each other up.” “I am so tired of continually being asked to sit – Women’s advocate in a community centre on a committee because of the colour of my skin. When do I get to do my work? I go to committee after committee meeting in the community and no one recognizes my time. We should be way beyond this tokenism.” – Advocate in a sexual assault centre

41 Equity Solutions

The insidious trauma described by Maria The reasons requiring a response to Root provides a helpful understanding violence against women are consistent in of the generational oppression that almost every village, town and city in Aboriginal women, black women, and Canada. Inequality, abuse of power and women of non-dominant cultural and control, and the domination of women language groups experience (Root, 1997). are the seeds of violence. The violence These encounters affect responsiveness committed against women unites all to vicarious trauma initiatives. A lifetime women. Women-focussed solutions and of enduring racism, fortified by the expe feminist values forge a bond among rience of oppression passed on through anti-violence workers. It holds true that generational story telling, creates power solutions to vicarious trauma are linked ful memories. Trauma can be passed on to solutions for achieving equity in the generationally through this medium. This workplace. Principles and practices that variant of trauma must be understood reflect and respect the diversity of the and incorporated into the design of community will lead to better personal vicarious trauma initiatives. The lone and individual management of the effects Francophone or Aboriginal woman of vicarious trauma for all anti-violence employed in an agency may be unwilling workers. to share information in a group in which difference is amplified and she does not This guidebook provides individual and feel safe. organizational responses to the effects of working with abused women and their Principles of universal design and cultural children. Individuals, agencies and com accessibility are helpful checkpoints to munities are encouraged to develop use when developing and incorporating responses that match the blend of solutions to vicarious trauma. Solutions experience and culture to the range of to vicarious trauma will require flexibility, solutions. understanding and commitment to end oppression. The late Audre Lorde, who “We are a minority. In addition to being a identified herself as a black woman, shelter worker, you are supposed to be an feminist, and a lesbian, provides an expert on violence and be the voice of the appropriate insight in her book Sister minority.” Outsider: “Ignoring the differences of race – A Francophone shelter worker between women and the implications of those differences presents the most serious threat to the mobilization of women’s joint power” (Lorde, 1984).

42 Guidebook on Vicarious Trauma: Recommended Solutions for Anti-Violence Workers 3.2 First Nations, Metis and Inuit Women

“For a long time I couldn’t figure out why and drawbacks of the work. The benefits Aboriginal women in the shelter seemed include feeling helpful, enjoying an withdrawn and not interested in participating increased level of intimacy and connection, in the groups or counselling.As women coming and having a greater sense of cultural together I thought it would be enough until I identity and pride. The more traumatic really listened to the experiences and history aspects of the work include feeling of the stories, and I began to understand why overwhelmed, shameful, emotionally First Nations women don’t trust Anglo services. paralyzed, resentful, angry and bitter. My shame silenced me for a long time as I grieved the actions of my ancestors and found Solutions for abused First Nations women within me how my expectations had come developed by First Nations people from my history.” are expanding across Canada. The – A front-line counsellor programs that are developed to provide support are based in traditional healing The roots of the oppressed course ways that are unique to each community. through First Nations people and the Strong ties to community and family are roots of the conqueror run deep in Anglo- recognized as essential when developing a Canadians. This continuum of oppression support network for counsellors working and racism keep harmony at bay.The inva with those who have been victimized. sion that began four centuries ago and the Communities too will be affected by zeal of assimilation by church missionar the insidious trauma that seeps through ies, settlers and the state ultimately failed. into the lives of many. Any solutions The loss, tragedy, cruelty and lasting effect to vicarious trauma must be both can never be forgotten. First Nations individually and community based. A communities continue to build on their counsellor working with residential own strengths and responses to healing school survivors may, for example, their communities. Counsellors working withdraw and become isolated from her with abused and assaulted First Nations, family and community, which can affect Metis and Inuit women are affected by this her partner, children and extended family. shared history. Not all communities have Aboriginal Morrissette and Naden (1998) write focussed services. As a result, abused about First Nations counsellors as healers First Nations women need the support of who are exploring and responding to non-Aboriginal anti-violence agencies. the experiences of those who lived in Services to First Nations women must be residential schools.These counsellors are provided based on an understanding particularly moved by the realization that of generational oppression and contem the emotional, physical and sexual trauma porary racism and bias. Developing trust has been concealed for so long. In their is the crucial first step and the counsellor study, the counsellors identify the benefits will need to look within herself and offer

43 Equity Solutions respectful steps to build a relationship. guidebook identifies some practical Efforts that form friendships and partner principles for beginning to share a ships with Aboriginal services in the common experience. community can help to nurture under standing and lay the foundation for a “Your expertise on violence has to be perfect. different future.The Healthy Communities In addition, your level of expertise on model described elsewhere in the ‘francophonism’ has to be perfect. That’s a heavy burden. (That’s hard).” – A Francophone counsellor

3.3 Francophone Women and Services

For centuries Francophone women lived “There is a lot of information never published in Canada, cleared the land, built homes in French.” and communities, worked and raised – A public education coordinator families. The distinct experiences of Francophone women rooted in culture One example is that of the case of and customs, laws and language, have French-speaking newcomers to Canada influenced the development of a range of who arrive here with the hope that by services. Service delivery models and being fluent in one of the two official provincial funding and policies have been languages in Canada they might find it developed for women based on influences easier to obtain work and to integrate ranging from land ownership, to the into the community. Being unilingual church, to the political milieu. French speaking outside of Quebec often has serious repercussions for immigrant In Quebec, Francophone culture is women who also deal with racism and dominant. In other parts of the country, xenophobia. The Communauté des isolated Francophone communities con Femmes Africaines Noires Francophones tinue to struggle for recognition. Many de la Région de la Capitale Nationale factors, including language, combine to estimates, for example, that 90 percent determine the nature of services provided of French-speaking African women are to abused women and their children. In unemployed (COFANF, 1997). Aging regions where Francophones are invisible, Francophone women, those who live in or where decision makers have the isolated regions or the Québecoises impression that all Francophones are who have settled in Ontario are often bilingual or do not understand the unique unilingual. reality of Francophones, the development of and accessibility to services are limited. In Francophone minority communities, not all Francophone women are bilingual.

44 Guidebook on Vicarious Trauma: Recommended Solutions for Anti-Violence Workers

Other factors determining service Francophone staff person is off work. delivery include the leadership of anti- Sirois provides a not uncommon case as violence organizations, including members an example: of the board of directors and the executive director or coordinator.Where “In a rape crisis centre, a part-time Francophones are a minority, leadership employee has the arduous task of setting can make a difference if it recognizes the up services in French. In this case, women specific needs of the Francophone com in the community who are not used to munity, the contribution Francophone obtaining French-language services do not staff make in an organization and the ask for them. The worker therefore sets strength they add to service delivery. out to visit schools, meet with community The effects of vicarious trauma on groups, etcetera. The rape crisis line Francophone staff may depend on how remains unused by French-speaking recognized they are in the workplace.The clients despite her efforts. Overwhelmed, responsibilities of the “designated” she finds her 18 hours per week French-speaking staff are considerable. inadequate for the job and asks for more At times, little regard is given to the time. The two part-time employees hired efforts in basic communication. to do the same work for the English- speaking community are similarly over “If I speak English, I feel I am not as clear, less burdened and also request more hours. able to get my idea across, so I feel less They receive an increase, while the credible. If I speak French, I feel I am Francophone worker does not. She learns disturbing the meeting and often I am not in discussion with the collective that the understood. If I remain silent, I feel excluded, members did not even read the reports I feel I am contributing nothing to the group she had prepared. Feeling completely “So what should I do?” marginalized, she resigns” (Sirois, 1999). (Sirois, 1999) “On top of defending women against violence, Furthermore, always demanding and to advocate for the rights of a Francophone is justifying the need for translation adds to exhausting.” the everyday exhaustion inherent in – A Francophone counsellor anti-violence work. In addition to regular job tasks and caseloads, Francophone The assumption that Francophone women are often expected to translate all staff can read and translate all the sessions requiring interpretation, including information, select appropriate resources interventions that take place when the for Francophone women, and act as

45 Equity Solutions cultural and linguistic advocates is unfair “At the community level, Francophone women and adds additional burdens that are often face systemic obstacles in their own groups: unrecognized. no translation at meetings, English-only docu mentation, a small number of participants “As part of the process of establishing a obliged to stand up for the needs of the entire protocol with the police force of my community Francophone community.” concerning sexual assaults, a consultation with (Sirois, 1999) the women of the community was arranged. Just a few days before the consultation was Francophone staff are susceptible to to take place, the committee recruited a vicarious trauma for reasons com Francophone woman to do publicity and to pounded by cultural and linguistic invite participants. The French-language invitation given to her was full of spelling barriers. The following provides a list of mistakes. Not one Francophone woman came approaches and activities that contribute to the meeting.” to the cause of Francophone women’s (Sirois, 1999) equality, and that help to reduce the effect of vicarious trauma in their work. Simultaneously, it is equally important to There are fewer organizational supports honestly question attitudes, consider how for preventing and dealing with vicarious they contribute to the oppression of trauma for the minority Francophone Francophone women, and work toward worker.The solutions to vicarious trauma, change. for example, include training and talking about the experience with trusted peers and supervisors. If the Francophone staff do not feel trusted and respected for their individuality or cultural experiences, it is not likely that they will have their needs met. In recognition of this isolating experience, an external support may be required to support the Francophone employee in debriefing.This support must observe confidentiality and be accepted and agreed to by the employee.

46 Guidebook on Vicarious Trauma: Recommended Solutions for Anti-Violence Workers

For English-speaking women, here is what we propose: • Support Francophone women: do not leave them alone to arrange for translation (in the same way that women of colour ought not to be left alone to raise questions of racism or act as sole representatives of their community, or that lesbians should not be alone in raising the question of homophobia).

• Put on the headsets when a Francophone woman addresses the assembly in French.

• Recognize that Francophone women have acquired rights: i.e., French has the status of an official language in Canada and Ontario has the French Language Services Act.

• Understand that providing services for a small segment of the population can require as much work: for example, a French university program in social work requires the same number of courses and professors as the same course given in English to a greater number of students. In the same vein, a program in French at a rape crisis centre should offer public education, individual counselling, a crisis line, recruiting and training of volunteers, etcetera. One woman alone cannot provide all of these services.

• Participate in discussions aimed at finding solutions to address weaknesses in French- language services.

• Offer to find resources in French (documentation, counselling, support groups). Find out about the French-language services that exist in your community. Establish part nerships with organizations that offer such services or refer Francophone women who wish to be served in French to these services. Do not deny the existence of the Francophone population in your region by saying,“there is no demand for Francophone services.” Francophone women often do not seek assistance from Anglophone agencies, nor do they normally ask for service in French.This does not mean that there are no Francophone women or that they prefer to be served in English. Be proactive in your approach.

• Denounce “Quebec bashing.”

• Take a French course!

Reprinted with permission from Does Oppression of Francophone Women Exist? A Collective Analysis,by Ghislaine Sirois. Ottawa:AOcVF, 1999.

47 Equity Solutions

For Francophone women, here are some steps you can follow and reflect on: • Always say something in French in order to be visible.Translate if necessary, but present yourself as Francophone.

• Give this text to your English-speaking colleagues (at meetings of the Regional Co-ordinating Committee for example), discuss it with them.

• Sit on committees for French-language services, or create one.

• Post notices in French, prominently display books or pamphlets.

• Work to counter internalized oppression: we are not trying to be difficult when we ask for translation, we only want to better understand and participate. We also do it in solidarity with other Francophone women.

• Ask for simultaneous translation and workshops in French at government organized and/or financed meetings.

• Ask for all government documents to be translated.

• Denounce “Quebec bashing.”

• Say:“Doing this in spite of a smaller population, gives me just as much work as that of X committee, so what kind of support are you able to offer?”

Reprinted with permission from Does Oppression of Francophone Women Exist? A Collective Analysis,by Ghislaine Sirois. Ottawa:AOcVF, 1999.

3.4 Women with Disabilities

Meeting the needs of all women in the Design as the design of products and community who are assaulted and abused environments to be usable by all people is incorporated into the mission statement (to the greatest extent possible), without of most, if not all, anti-violence agencies. adaptation or specialized design. Universal This requires that models of service are design is governed by such principles as continuously challenged to adapt and equitable use, simple and intuitive use, easy change. Providing a welcoming service to to understand practices, receptiveness to women with disabilities means much more client needs, low physical effort, and size than mere physical changes. For example, and space appropriate for approach and the March of Dimes defines Universal use (London March of Dimes, 1999).

48 Guidebook on Vicarious Trauma: Recommended Solutions for Anti-Violence Workers

These principles are helpful guideposts working age. Only 30.7 percent of women for service delivery and require a commit with disabilities who wish to work are ment at all levels of the organization. employed. Only 6.1 percent of Canadian Principles that recognize inclusivity require disabled women who are employed had actions that incorporate employment job accommodations made for them, equity practices. Like many Canadian despite a cost of less than $1,000 (Runté, employers, anti-violence agencies do not 1999).Anti-violence agencies must commit employ disabled women in a number that to improving services for women with proportionately reflects the number of disabilities and welcome women with women with disabilities who are of disabilities into the workplace. 3.5 Lesbians, Gays and Bisexuals

“I am a lesbian. I believed that working at the Any efforts to end oppression and rape crisis centre would be a safe place for promote inclusive practices must include me to come out. Not so. Some of the board anti-homophobia activities. These activi members really made it hard for me, they ties, such as workshops, combined with were unwilling to extend same sex benefits to anti-racism training, and training relevant my partner. Most of the staff were pretty to women with disabilities, help to link the supportive and it still took a long time before lines of oppression together. Meaningful I was accepted. The board eventually recog cultural sensitivity practices included in nized this discrimination and the policy was the operating guidelines, effective employ changed.” ment equity practices, and sustained – A counsellor in a rural community leadership are only beginning steps in meeting the needs of diverse clients and Lesbians, gays and bisexuals work and staff members. volunteer in anti-violence agencies. These individuals are part of a group that experiences intolerable homophobia and heterosexism that marginalizes and denies them of their basic rights.

49 Organizational 4 Solutions Organizational 4 Solutions 4.1 Introduction

“There is no going back once you have begun to the strength and fortitude of the bearing witness to the atrocities.This is not a individuals and organizations that remain normal job.” dedicated to the challenges. – A front-line counsellor There is much to celebrate. Canadians The anti-violence profession has grown have a much more informed understand dramatically since the early 1970s, and ing of the pervasive and systemic effects countless lives have been changed and of violence against women and children. saved as a result of naming the violence. Workplaces have begun to incorporate This has been partly achieved by honour this understanding in day-to-day opera ing the courage and supporting the tions. In almost every field, anti-violence choices made by women. Tremendous solutions have been initiated, including progress has been made. One only needs health care, education, medical training, to look at the growth of shelters to government ministries and the justice recognize this. Statistics Canada (1999) system. The enhanced understanding of confirms that there are 422 shelters assault and abuse by primary partners has operating across Canada. required attention and response to sexual harassment, ritual abuse, organized crime, An entirely new service sector has child abuse, caregiver abuse, workplace developed that contributes to the national violence and other forms of abuse economy. This growing sector employs committed through the use of power thousands of people and offers meaningful and control. Appropriate responses volunteer opportunities to thousands that reflect and validate the diversity of more. Staff who have been part of the communities continue to develop. movement over the past 20 to 30 years have become storytellers of days gone by. While there is a continuing need for the These historic, early experiences of staff patriarchal systems and structures, to be eking out an existence with limited or no agitated to achieve an end to violence, resources, support or understanding are a there is evidence that the efforts of anti- stark contrast to today, when there is an violence agencies are being recognized. increasing recognition of the need for Groups and individuals are being asked anti-violence workers. It is a testament with increased frequency to work with

53 Organizational Solutions policy makers, funders and mainstream Any change creates some type of groups to build solutions. The language upheaval. The advent of shelters, sexual of empowerment and woman-focussed assault centres and advocacy centres solutions that are the heart of the feminist constitutes a change and challenge to movement is increasingly heard in other communities that forces attention to the forums and areas. This is a tribute to the experience of abused women and commitment of many women. In almost demands that society re-examine and every community in Canada, a new expec change deeply entrenched and fundamen tation has been established regarding the tal behaviours and attitudes. It has not type of services needed for abused been an easy journey for anti-violence women, children and abusers. advocates. Determined to make a differ ence based on an ideology that dismantles Meeting the needs of women and children the patriarchy and restores women’s has required that anti-violence agencies positive strengths, the predominant develop partnerships with groups or pro systems, values and culture are pushed fessions that have not always been helpful and pulled in every direction. Safe enclaves to women, or that caused them harm established for women continue to face through a lack of empathy and support. demands from funders, the community, The opposition to solutions that recog and even each other, to adopt practices nized the uniqueness of women’s experi that are easily understood and integrated ences is giving way to the growth of new seamlessly into mainstream culture. Many services within traditional health care, groups have gone through, and continue mental health, and children’s service to go through, painful internal revolutions, sectors.Anti-violence agencies now watch some with toxic results. with interest the actions of groups that were once ambivalent about violence While working so hard to make a differ against women. The voices of survivors, ence in the lives of abused women and anti-violence advocates and academics, to children, organizations often overlook, name a few, grew too loud and insightful or do not know how to recognize and to ignore. From time to time, there is respond to, the pervasive impact of this cause to celebrate the strength and work on the staff. Anti-violence agencies leadership within the judicial, education are unique in their exclusive focus on and health fields demonstrated by the and exposure to women’s and children’s movement away from oppressive tactics experience of violence. Staff are witness and policies. Always and unfailingly, to, and part of, the efforts of individuals to however, the organized resistance and survive and move beyond the controlling backlash continue to hold onto notions of patterns and atrocities imposed on control and a way of living that has them.Anti-violence workers’ exposure to systematically denied women and children traumatic material and bearing witness their basic rights. to atrocities is constant, routine and day-to-day.There are few professions that

54 Guidebook on Vicarious Trauma: Recommended Solutions for Anti-Violence Workers expose staff exclusively to violence against “You know it’s not the work with the women women and their children primarily that gets me. It’s the work environment.” inflicted by men, or those in a – A frontline worker with partner relationship, or by other trusted 17 years’ experience individuals. It is this experience that makes the work different. In comparison, All staff experience some symptoms or emergency workers such as police and effects of vicarious trauma. Each individual nurses see a range of individuals and will likely have a personal self-care plan, situations over a given shift, not all of some more developed than others.At any which would be identified as traumatic. given time, a staff member may discover that her personalized self-care plan needs The external pressures, individual experi to change to respond to new effects of ences of staff, and type of operating vicarious trauma. Others may not have structure combine to affect the organiza very developed self-care plans and believe tion as a whole in positive and critical ways. that they can ward off the intrusive effects Without practices in place that allow some simply by wearing a suit of armor, not release of the group experience, new recognizing that the suit itself causes conflicts build on unresolved conflicts, and fragility. Not surprisingly, few self-care worry, fear and lack of trust can foster plans include healthy management of fragile times. organizational vicarious trauma that One of the greatest attributes of anti- emerges as a result of working at an violence workers is their high empathy. anti-violence agency. The very walls of anti-violence agencies Like a communicable disease, a cynical scream out with pain, anger, grief and loss. virus can infect one staff member and The combined experiences of women and then another. Suspicion, frustration, children pulsate through these places of intolerance, rigidity and irritability can comfort. The empathetic skill of tuning create perceptions of conspiracy at all into the emotion is a great gift to offer levels of the organization. Charles Figley women and children as they work describes this as chiasmal or secondary through complicated feelings. It can also trauma, which strikes when the traumatic be a liability as these emotions reverber stress appears to “infect” the entire ate through offices and residential spaces system after first appearing in only of shelters. The emotions of joy, laughter one member (Figley, 1995). Boards and and harmony that provide healthy balance executive directors often look to rigid are dampened, and greater effort is interpretation of policy to control the required to incorporate positive events cynical cycle, fractions can develop among and activities into the organizational the group, and without healthy interven framework. tion the damage can erode the quality of service and confidence of the group.

55 Organizational Solutions

“I am stressed at work but it’s not because of event will be sensitive to the spill-over the work with women, it’s because of the effects and this may ultimately limit their tension in the centre (the shelter).” length of employment or create disillu – A Francophone shelter worker sionment.The rewards of work by women for women may be lost, pride in the work Organizational theory confirms that most may be jeopardized, and strength and of the problems that develop in the work- resourcefulness may be temporarily mis place can be attributed to the organiza- placed. Organizational self-care combined tion’s communication patterns, structures with individual self-care will help to and personalities. New staff coming into reduce the effects of vicarious trauma in an environment that is overcoming a toxic the workplace. 4.2 Feminist Philosophy

Action List: the significant challenges that compromise • Develop and post easily accessible defi the feminist vision. A feminist philosophy nitions of feminism, abuse, and the promotes a model of supporting a woman agency principles to help guide actions. to make informed positive choices and Have these approved at both staff and changes, and respects a woman’s decisions board levels. as her own. The same should be true of the workplace. • Define operating beliefs and philosophy in writing. A straightforward organizational • Develop an annual agenda for social jus definition of feminism: tice action that defines board/staff roles. Recognition that oppression exists that creates barriers for women, which we strive to over • Support staff and board involvement in come through individual and collective acts of woman-focussed community events. advocacy and social change. Anti-violence agencies are a blend of Research conducted by Epstein and many practices, structures and different Silvern (1990) suggests that shelters levels of understanding and commitment are influenced by feminist ideology. to feminist values. Feminist ideology root Respondents acknowledged the impor ed in a desire to seek an end to oppres tance of both feminist and professional sion is the greatest strength of anti-vio goals and ideology. This appears to be a lence agencies. It may also be their great change from findings of earlier research est challenge. Insufficient operating fund by Schechter (1982) and Ferraro (1983) ing, limited staff training, a lack of who suggest that there is a much stronger resources for organizational development, influence of professional values that serve a strong local focus and lack of connec to improve the quality of work. In Epstein tions across the country are only a few of and Silvern’s study, individuals who place a

56 Guidebook on Vicarious Trauma: Recommended Solutions for Anti-Violence Workers higher priority on feminist goals and women. Truly effective collectives allow ideology reported that they experienced for the unique strengths of individuals and more role confusion and ambiguity. If determine role assignments through the individual’s goals and ideology are not informed discussion and communication. in keeping with the organizational While feminist ideology may draw women definitions, or if the definitions at the toward the pureness of the collective, the agency level are not clearly defined, the practicalities of funding and the political contradiction can cause disillusionment, and societal realities often make a collec frustration and anger. tive operating structure impractical. For the most part, anti-violence agencies are “I took women’s studies courses and I thought structured as modified hierarchies. I knew it all until I started working at a women’s counselling centre. Even Barbie didn’t Operating structures, policies and escape debate.” practices (including hiring, orientation and – A recent graduate training) can be developed and defined in writing, based on the principles, values and There will continue to be efforts to find a beliefs of the organization. Finding the balance between the purist ideology and right feminist operating structure and the practical limitations of working in an integrating feminist values into day-to-day organization that is dedicated to providing work is both possible and necessary. a service. The feminist vision need not Reinforcing the feminist philosophy be abandoned. Alternatively, groups can through training, and healthy debate continue to experiment with and evaluate maintains an important commitment to structures and systems that complement the service model and staff. feminist beliefs and are inclusive to all 4.3 Social Justice

Action List: • Include advocacy in strategic planning • Restore a commitment to ideology – go and community solutions. back “to the kitchen table”. • Form or make strong ties with coordi • Build and maintain community partner nating committees – do not give up. ships. • Commit to short action-oriented • Review videos such as “Backlash: projects that help staff take a leave of Resistance to Change.” absence from front-line work. Use grants to support these projects. • Establish a social justice framework and support staff time to get involved and • Publish results, use the media to cele report back to the organization. brate victories, celebrate progressive change.

57 Organizational Solutions

• Infiltrate the status quo by ensuring to openly and honestly debate such topics representation on community advisory as the feminism of the future and the committees, provide staff time to do unanticipated outcomes of the feminist this – have realistic expectations. movement, and continue to build • Support women-positive electoral approaches to welcome diversity. Today, campaigns – run for office. we live in an era that: • Maintain a curiosity for life have fun • continues to deny the incidence, doing constructive damage to a society severity and forms of violence that remains locked in oppression. • continues to blame the victim For many years women organized for • continues to have a limited understand action. Discussion groups, making plans ing or interest in anti-violence services and contacting others took place around • sees mainstream institutions attracting kitchen tables. Women got together and new service dollars without incorporat talked about solutions, argued about ing the knowledge, expertise and phi philosophy and established services. losophy of the anti-violence movement Sexual assault centres and shelters sprang up across the country through the tireless • has a virulent and organized resistance determination and volunteer efforts of and backlash women. Demonstrations and marches • continues to be sexist, racist and homo demanded attention. Chants, such as “not phobic the church, not the state, women must • shows a lack of political priority and control their fate,” publicized demands. lack of enough funding Today’s kitchen tables are cluttered with • expects cost analysis by comparing use women-positive materials from a range of and resources to mainstream services, sources. Heated discussions in homes without recognizing the differences have often been replaced with boardroom • glorifies violence and objectifies women debates about policy and fiduciary obliga in submissive and over-sexualized roles tions. Running organizations created by women and for women requires attention • attempts to silence women who are and dedication to ensure that the effort, agitating for change. effectiveness and efficiency of the service are monitored and accountable. The The opportunity for members of the future, however, will not be inspired with organization to participate in social jus the same zest and hope if organizations tice, endorsed and supported as a valued do not maintain their commitment to activity of the group, supports the princi progressive change through social action. ples of self-care. Continuing to value and The summary that follows outlines the place a priority on why the work is done, continued and urgent need for women combined with how the work is done, is a and men to get back to the kitchen table critical combination for success.

58 Guidebook on Vicarious Trauma: Recommended Solutions for Anti-Violence Workers

“I was really affected by my community’s formed a community task force of local reaction to a tragedy.Within a four-week period politicians, chief of police and the business there was a murder/suicide of a woman who community to take action.At a small vigil held in was making progressive steps to living away memory of the woman murdered, her church from her abusive ex-partner. He killed her minister downplayed the tragedy and the vigil and then killed himself, leaving two children was protested. She was forgotten, her children orphaned.The following week a young man was orphaned, having witnessed an earth-shattering knifed down in a random act of violence where evil made out of the ultimate exercise of power, the murderer did not know the victim. The control and selfishness.” community was outraged by the knifing and – A volunteer coordinator

4.4 Organizational Structure

Action List: Despite the strong links to feminist • Define in writing the operating struc values, most agencies operate within ture and philosophy of the organization. some type of hierarchical structure. Healthy models provide collaborative • Determine decision-making structure. communication and decision making • Define in writing the staff’s participation through a participatory style.While some in planning and policy development. of these organization models have failed dismally, sending organizations into • Develop a framework that supports the a negative spiral, other groups have accountability by the board to the staff courageously experimented with different and vice versa. styles and established structures that • Invite and welcome the input from staff continually seek the balance among into policy development. philosophy, effectiveness and collabora • Promote staff autonomy in decisions tion. Alternative operating structures are relating to clients. being implemented with holistic respect for the strength of women. Workplaces “Participative management is both a that operate within a rigid hierarchy, with philosophy and a method for managing strict rules and routines, do not generally human resources in an environment in which achieve autonomy, support or trust. employees are respected and their contribu In a work environment fostering an tions valued and utilized. From a philosophical environment that promotes autonomy, standpoint, participative management centres management works in a personal and on the belief that people at all levels of the collaborative fashion; policies support organization can develop a genuine interest in flexibility and discretion, and staff actively its success and can do more than merely participate in decision making and are perform their assigned duties.” confident risk takers. – Daryl R. Conner (1993)

59 Organizational Solutions

An organization can compound the effects of power have led to unhealthy scenarios of vicarious trauma. The cynical or in anti-violence agencies. A defined negative cycle that groups go through, for operating structure with lines of authority example, is often fueled by practices that that govern the behaviour of the board shut out staff’s involvement.The impact of of directors and the executive director the vicarious trauma on the professional provides clarity for all members of an functioning of staff members is described organization. Typically in a governance by Janet Yassen and is included in the model, the board of directors delegates Individual Solution section of this guide managing all aspects of the operation to book. A partial list of these work-related the executive director and commits to effects includes low motivation, dissatis activities focussed on planning and faction, apathy, a sense of a lack of development. How decisions are made appreciation, staff conflicts and faulty regarding policy or significant organiza judgement. Solutions require an organiza tional change can be defined in writing. tional structure that challenges these This includes an efficient complaint effects, that respects the commitments practice that, in times of heightened made by the individual for self-care, conflict, can ensure a process that and that encourages learning, including respects everyone. self-reflection and involvement in agency practices. Success in managing the effects “The grapevine grows most vigorously in of vicarious trauma in organizations organizations where secrecy, poor communica requires efforts that enhance conflict res tion by management, and autocratic leader olution and risk taking. This is generally ship behaviors are found.” successful when the leadership of an (Hersey, Blanchard and Dewey, 1996) organization commits to building on the learning potential and growth of the staff. In a participatory structure the walls of Trust and respect build up over time and secrecy come down. There is very little come with consistency and reliability. information that staff cannot or should not be privy to, and this information is “The most important thing to do is to build generally limited to difficult employment the organization around information and performance matters. Even this scenario communication instead of around hierarchy.” does not have to be conducted in com – Peter F. Drucker (1990) plete secrecy.The organization’s grapevine will be overactive during times of conflict, Most women have experienced the nega often leading to misinformation and an tive outcome of the inappropriate use of increase in tension. Making or determining power. In a women’s organization, these the right decision or the best decision can experiences create a hypersensitivity create two different outcomes. The right about power in the minds of everyone. decision will be one that abides more Fear of the power that comes from strictly by the policy and the best decision within, lack of confidence in using inner will likely be one that incorporates policy, power, and systemic oppression and abuse culture and individual circumstances.

60 Guidebook on Vicarious Trauma: Recommended Solutions for Anti-Violence Workers

Interesting evidence has been introduced children suggests that a decreased pro by Brown, Epstein and Silvern regarding portion of time will be available to shelter staff’s personal sense of accom support organizational decision making, plishment in relationship to decision mak such as financial management and policy ing. In Epstein and Silvern’s paper, “Staff development. This does not, however, burnout in shelters for battered women: a suggest that staff are not interested. challenge of the ’90s,” they confirm that Decisions that directly affect staff, such as the more staff were involved in the personnel policies, will have a higher decisions involving the residents and chance of successful implementation if clients, the less likely they were to experi staff are involved during the development ence emotional exhaustion (Epstein and of the policy. No surprises and meaningful Silvern, 1990). This suggests that staff will involvement in decisions that have a have the greatest sense of personal direct relationship to staff members’ lives accomplishment when they are supported constitute an important solution to offset in problem solving and decision making some of the effects of vicarious trauma. regarding a resident or client.This is logi Organizations that provide information cal given the commitment that staff make about the current and future realities – to support women in their development such as funding, government policy, com of self-awareness. munity changes, organizational planning – along with efficient and effective means of It has generally been assumed that to fulfil participation, find that staff have fewer a feminist commitment to provide the symptoms of stress and burnout. Healthy greatest level of employee satisfaction, operating practices support healthy staff should be involved in all aspects of responses to vicarious trauma. the decision making. Epstein and Silvern indicate that participation in more general Input can be received from staff in a policy and administrative decisions was variety of efficient ways. Brief surveys or not associated with less burnout, even questionnaires regarding a specific matter, for workers with greater seniority. Staff’s completed early in the development of an personal sense of accomplishment initiative, may be helpful, particularly when appears to increase with client-focussed the results are posted for all to read. One decision making and not administrative example is a brief survey sent to staff by decision making. Recognizing that staff’s e-mail or mail bins. major responsibilities and interests are providing service to the women and

61 Organizational Solutions

Your Opinion Matters Survey Over the next six months we will be reviewing the possibility of introducing self-care days. Self-care days are intended to be paid days off for staff to be used for personal self-care and promotion of mental health.What are your thoughts and questions on this topic?

Thank You

Please return to: (Person) By: (date)

This simple method accomplishes several process can help to invite staff participa things: tion without requiring the active time • it alerts the staff to change commitment needed to develop the policy. Prior to a policy being approved by • it offers input into the decision making the board of directors, the staff can • it informs the individual or committee review and approve it. This practice may developing the policy of staff thoughts slow down implementation of the policy, yet it ensures that staff participate in the • it allows the shared thoughts of staff to process. Below is an example of a policy be posted approval process. • it provides a quick pulse point of the support for the idea. Policy development and implementation practices will depend on the operating Some staff may be interested in develop structure. There are many anti-violence ing policies. A written policy format or agencies operating in Canada that have outline of how policies are developed for one or more collective agreements in the agency helps ensure that staff and place. In these organizations, policy review committees will develop a draft policy and development will be subject to in a consistent fashion. Alternatively, the terms of the union/management establishing a written policy review relationship. This does not necessarily

62 Guidebook on Vicarious Trauma: Recommended Solutions for Anti-Violence Workers

Policy Approval Process Draft policy developed by staff member/committee and recommended for circulation ▼ Draft policy posted two weeks prior to staff meeting (amendments or questions can be included) ▼ Draft policy presented at staff meeting – staff are invited to offer amendments and to discuss the policy ▼ Staff approve/do not approve the draft policy for presentation to the board of directors ▼ If policy is not approved or there are significant amendments, the policy is returned to writer or committee for re-work ▼ Policy presented to the board of directors for approval. (Given the participatory nature, there should be limited discussion at the board meeting and the back ground information will respond to most of the board’s questions and concerns.) If the board does not approve, return for further development. entail an adversarial relationship. The organized environment creates different relationship between staff and manage challenges and operating practices. ment changes in a unionized environment There are excellent examples of positive and may improve the policy clarity and staff–management committees that safety by ensuring that the rights of staff remain focussed on the mission of the are observed in a consistent manner. In agency. Achieving a positive relationship other unionized environments, there may requires positive leadership by the board be limited opportunity for discussion of of directors, management and union new practices or for active participation leaders, and respect by staff for the by staff in policy design and development. organization. Like all workplaces, union Staff may also feel ostracized by their structures are evolving to welcome union local if there is a lack of under participatory management styles that do standing of the work environment of an not compromise the ethics and mandate anti-violence agency. Operating within an of the union.

63 Organizational Solutions

There are a number of ways in which evaluation and reformulation of opera boards and staff can work toward achiev tional activities. Working toward the ing equitable and healthy operating prac implementation of these actions may help tices that recognize the unique functions to inspire groups to champion organiza of anti-violence agencies and the strain tional practices that promote healthy experienced by staff. If operating practices employees and volunteers as well as and principles are unclear, it is too easy to ensure a high-quality service. The for individuals and factions to sidetrack actions are: from the primary purpose of the group. Two useful and practical places to begin • priority setting are outlined below. • allocation of resources Developing a framework for a healthy • human resource management organization that links local efforts • legislation/regulation/policy to a national agenda can be achieved by • programs/services/practices participating in an annual review of the recommendations outlined in the • consultation Changing the Landscape by The Canadian • coordination Panel on Violence Against Women. This document was released in 1993 as • research and evaluation Canada’s call to action and provides • education/promotional activities recommendations specific to service • physical environment management organizations on policy development, performance review, and equity policies. • accountability Its primary purpose was to provide Another approach to a healthy organiza recommendations to work toward an end tion is offered by a unique and inspiring to violence against women. The actions community project in Sudbury, Ontario outlined in the document were developed called Better Beginnings and Better to support organizations in providing a Futures Association. The project devel direction that facilitates a clearer under oped a management and operating standing of purpose, job function and philosophy anchored in both feminist service goals. When developed in a ideology and Aboriginal Canadian participatory manner and adhered to with heritage. Its principles for community consistency and ongoing review, this development recognize the value of national action plan can help staff, diverse participation, consensus decision management and boards of directors build making and strong partnerships. These on a common foundation. The report principles can be adapted for develop outlines, for example, major steps to take ment and maintenance of healthy group to apply a Zero Tolerance Policy and dynamics in anti-violence organizations. provides recommendations to guide the

64 Guidebook on Vicarious Trauma: Recommended Solutions for Anti-Violence Workers

Principles of the Better Beginnings and Better Futures Association: • Promote Forums for Participation

• Create Egalitarian work relationships – policies include responsibilities during disagreement, including mediation and arbitration – teams develop program goals, develop and negotiate budgets and administer the programs

• Nourish Daily – give value and relevance to small details of daily living – respect the social, emotional, physical and intellectual well-being of members – include sharing food at meetings, celebrations and circles

• Caring for Caregivers – provide training during orientation and on an ongoing basis on cultural sensitivity, team management, mediation and conflict resolution – accept that staff have family commitments, staff exercise their own judgment when to work at home

• Expand the Capacity to Act Powerfully – take charge of personal areas of responsibility and work in small groups – learn how to develop our own power – give hiring priority to community residents

• Nurture Partners and Network – a community advisory committee meets twice a year to support projects and fund raising

(Modlich, 1999)

65 Organizational Solutions 4.5 Board of Directors

Action List: their stories. While boards are not • Determine and observe the governance exposed as frequently or as directly to structure of the organization. the stories told by women, the anecdotes and statistics received at meetings • Develop policy on board members describe a global story of loss, limited serving as volunteers or staff – clarify resources and tragedy. Board members who they report to. may become emotionally entangled out of • Provide information to the board on a sense of helplessness at the vastness of vicarious trauma – develop a long-range the problem and the limits of funding and plan. services, and may draw other members into unnecessary conflict. • Conduct an annual review of the orga nization’s solutions to vicarious trauma. In 1998, the Canadian Panel on • Define conflict resolution practices Accountability and Governance in the in writing – include grievances and Voluntary Sector released its final report, complaint practices. Helping Canadians Help Canadians: Improving Governance and Accountability in • Define the conflict of interest policy in the Voluntary Sector. The report commends writing. the tremendous contribution made by • Complete an annual review of broader the voluntary sector and makes recom issues and social justice efforts. mendations to strengthen the commit • Develop and conduct the annual ments made across the country by boards performance review of the executive of directors, staff and volunteers. The director. report points out that conflicts and challenges involving the directors of the “I was out speaking to a church group and board can and do limit the stewardship was telling them about the stats and it hit me and accountability capacities of the like a ton of bricks. Each one of the women organization. Common challenges such as that we turned away because we were full confusion around roles and expectations, probably had children and families and lives all conflict of interest, and board succession torn apart by the violence. I couldn’t sleep. I are noted. The solutions to problems don’t know how the staff do it every day.” found in the broader not-for-profit or – A board member of a women’s shelter voluntary sector can be applied and adapted to the unique environment of Members of a board of directors are anti-violence agencies. affected by the traumatic environment and information they are exposed to. Staff The challenges experienced by social receive the information first hand or, as in service agencies cause legitimate griev the case of administrative staff, through ances that detract from the mission of their daily exposure to the clients and the organization. Not all anti-violence

66 Guidebook on Vicarious Trauma: Recommended Solutions for Anti-Violence Workers agencies operate within a hierarchical While funders often expect direct structure. Some operate within a collec involvement by the board in the opera tive environment in which both staff and tion, generally there is a growing consen board have equal responsibilities. In any sus that organizations functioning in good type of structure – ranging from a typical health have incorporated a governance hierarchy, to a modified hierarchy, to a model where lines of authority, accounta collective – clear governance practices are bility and autonomy are clearly defined, required to ensure that disruption, caused communicated and understood. These by lack of clarity about roles, is kept at a boards delegate their authority to the minimum. This reflects the difficulty or executive director and respect her stress and distress that many organiza leadership to manage all aspects of the tions are going through, have gone operation. through, or fear that they will face. The panel on the voluntary sector offers many The Canadian panel differentiates the recommendations to strengthen and sup sector by size of budget. It suggests that port organizations, including the following an organization with an operating budget “Code of Good Governance Practices”: of $200,000 or greater will likely have less conflict and be more effective if it adopts • ensuring the board understands its a “policy governance” board that governs responsibilities and avoids conflicts of by making policy and providing strategic interest direction, and keeping “hands off” day • undertaking strategic planning aimed at to-day management of operations. carrying out the mission Professional management is required in this type of structure to achieve the • being transparent, including communi results outlined in the mission and cating to members, stakeholders and purpose of the organization. the public, and responding appropriate ly to requests for information In his book, Boards That Make a Difference, • developing appropriate structures for John Carver (1990) describes many of the the organization common and chronic problems that occur with boards, including those regarding the • maintaining fiscal responsibility role of the board and its governance man • ensuring that an effective management date. He makes useful recommendations team is in place and providing oversight about accountability, the arms-length rela of human resources tionship between the board and the staff, and the board’s direct relationship to the • implementing assessment and control executive director. systems • planning for the succession and Given the limited resources and unique diversity of the board. work environment of anti-violence agen cies, it is critical that relationship issues (Panel on Accountability and Governance between the board and staff and the in the Voluntary Sector, 1998) board and the executive director are

67 Organizational Solutions defined by policy and adhered to so as to Boards of directors are generally far avoid instant solutions that are invented in removed from the realities of the day-to the heat of a conflict. If boards agree day operation, yet they are accountable to delegate authority to the executive to ensure that the mandate of the director, they must support her autonomy corporation is fulfilled. Experience and to lead, including through tough times. background requirements in the recruit Boards must concern themselves with ment of the board are often far less vision, structures and standards of demanding than the screening of potential accountability that are based on results staff. Staff in contact with women and and outcomes. children, for example, will likely have a comprehensive understanding of a feminist By virtue of their voluntary role, active analysis and the complexities of woman board members give approximately abuse. In comparison, board members are 10 hours per month to the agency they likely selected for their sensitivity to serve, whereas full-time staff spend and/or interest in women’s issues and approximately 40 hours per week or their professional expertise in a capacity 160 hours per month. This difference in that complements the organization’s time also reflects a difference in expertise. accountability (e.g. chartered accountants, A chartered accountant or a lawyer lawyers, police officers, teachers). The would not expect a lay person with an differentiation of roles must be under interest in the field to assume that his or stood, including the recognition of staff as her knowledge was greater than the the experts in providing services to professional’s. In the same way, anti- women and children. Boards of directors violence workers and managers must be offer valuable insight and wisdom based on regarded and respected for their dedica their diversity of backgrounds and views as tion to this unique profession and the well as their community representation. commitment of time and learning made to establish this expertise. Unhealthy scenarios develop when boards intervene outside their mandate, under Staff are drawn to this profession as the mining the role of management and staff. primary motivator in their lives on the Alternatively, a healthy response to self- basis of their education, chosen field of monitoring or self-governance would be study, life experience and ideological to encourage staff to use appropriate con orientation. People are drawn to volun flict resolution and complaint/grievance teer as a member of a board of directors practices. Further, board members can use as a result of a secondary or tertiary their role to support the development motivator in their lives. Their primary of policies and practices to enhance the work or interests are likely based in a operation. Board members must reflect different field of study or occupation; they on their roles, their emotion and ulti generally represent a range of ideologies mately their responsibilities as board and want to contribute to society through members. Accountability practices are their volunteer participation. healthy and helpful ways for board

68 Guidebook on Vicarious Trauma: Recommended Solutions for Anti-Violence Workers members to ensure that the fiduciary apart from the rest of the board and they obligations of the organization are met. may feel that they have a higher responsi Determining the type of monthly report bility to represent the position of the staff. submitted, committing to review prac Board members may also be set apart tices, and the annual performance review from the staff, in part because of the of the executive director may improve the power imbalance that is inherent in confidence of the board in ensuring these the hierarchical structure and the staff’s fiduciary responsibilities are met. suspicion of, or confusion about, the board member’s role. Staff may resent the presumption of the board member if 4.5.1 Dual Role – Board he or she attempts to represent a staff Member as Volunteer position to the board. Finally, a board member serving as a staff member may “We have a good relationship with the pose a threat to the executive director if executive director and trust her skill. We sit the lines of communication and authority down occasionally, although we never seem to are not clearly understood and respected. get around to it annually and look at what her professional development needs are. Typically, Some members of the board become we support her development of management volunteers or are volunteers when they and leadership skills. It’s a pretty big service join the board. When board members and if the governance structure works we all serve as volunteers or as staff, they are need to be confident.” accountable to the executive director. As – An anti-violence agency board member board members they are accountable to the president of the board.This dual role A particular dilemma to the anti-violence has the potential to be helpful and sector is the dual role that board mem provides for an informed understanding bers may have in the agency. Given the of the complexities of the operation.This negative cycle that staff and agencies can situation, however, is often described as a go through as a result of organizational cause of toxic build-up in an agency. The vicarious trauma, board members lines of authority become muddied and involved in the day-to-day operation may the staff and board circumvent under become sponges for the conflict. Their stood policies, rules of order and prac unfamiliarity with the unusual dynamics tices, ultimately disabling systems meant of the organization may lead them to to ensure fairness and accountability. intervene in intrusive ways. Board In situations in which a staff member or members who volunteer or serve as staff volunteer’s rights have been violated, or in will have influences that may enhance which there has been a breach of policy, their personal vicarious trauma and they staff have the right and obligation to therefore may benefit from additional complain or grieve through a formal self-care practices. Their direct exposure practice. These practices and policies are to women’s experiences may set them intended to provide a fair response to

69 Organizational Solutions contain and resolve conflict. In unhealthy • invest in board members with orienta circumstances in which board members tion and ongoing information sessions are too involved day to day, they may • recognize the contribution of board receive complaints directly and choose members and provide feedback on the to act on the complaint outside an board’s performance organizational policy or practice. • use the time of the board members The lack of clarity regarding the role of the efficiently. board and its involvement in day-to-day (Panel on Accountabilility and Governance operations was identified as a problem in the Volunteer Sector, 1998) by the Canadian Panel on the Volunteer Sector. The Panel’s final report suggested “We spent a year answering the question: how steps to ensure that a board of directors would we know that the organization is develops a shared understanding of its running well and that the staff are happy? role. It suggests that every board should: We developed reporting requirements for • decide upon and communicate its the executive director and set up an annual philosophy of governance calendar to hear about different programs and the evaluation criteria and review certain • develop a code of conduct for board policies and practices of particular interest members such as finance and extended health care • establish and enforce a written conflict benefits.” of interest policy governing board – A board member members • provide job descriptions for board members that outline general duties and how the board’s work will be evaluated

70 Guidebook on Vicarious Trauma: Recommended Solutions for Anti-Violence Workers

4.5.2 Internet Resources on Non-profit Management

Internet Resources on Non-profit Management • http: //www.charityvillage.com – Charity Village’s Main Street is “Canada’s supersite for the non-profit sector,” offering more than 2,000 pages of news, jobs, information and resources for non-profit managers, staff donors and volunteers. • http://www.idealist.org – Idealist is a comprehensive international directory of 16,000 non-profit organizations in 130 countries.This site includes an online library of Resources for Non-profit Managers with information about managing and funding a non-profit organization. • http://www.nonprofits.org/npofaq/ – The Non-profit FAQ is a searchable compila tion of hundreds of questions and answers touching on every aspect of non-profit management. • http://www.philanthropysearch.com – This is a new search engine designed specifically for the non-profit sector, containing information about charitable giving, volunteering and other issues. (Sattler, 1999)

4.6 Executive Directors

“The incredible responsibility of running the • Accept the role of leadership and the shelter affects every aspect of my life. I am use of power through self-reflection careful about separating work and home. I and training. realized I needed to examine my boundaries • Establish and maintain an operations when my five-year-old son asked for a meeting plan. with me for his birthday.” • Demonstrate commitment to staff, – An experienced executive director exercise fairness, flexibility and compas sion. Action List: • Develop personal self-care plans, • Commit to organizational practices that including professional supports. support a healthy response to vicarious trauma. • Maintain long-term healthy relationships with the board. • Maintain professional development, including work on areas of skill deficits. Executive directors are expected to fight • Develop a personal code of conduct. many battles inside and outside the agency.They must successfully manoeuver

71 Organizational Solutions in an unfavourable climate to ensure that with the staff. In addition, executive direc politicians are on side, that funders tors may not be comfortable discussing maintain and increase resources, and that how they are affected by the work, traditional service providers do not deny and a supportive president or executive women and children their basic right of committee may offer some relief. There access to service.They speak to the media are times when the personal disclosure of and perform a delicate dance with the the executive director is healthy for staff board of directors.This requires a vibrant (such as group training sessions focussed energy and a tenacious leadership. It on diversity, vicarious trauma or team requires the use of positive power and it building). In these controlled situations it means that this power energy must be may help staff to identify with the woman carefully harnessed, put on and worn in an rather than the leader of the organization, appropriate moment and taken off and and it may help to decrease the gap hung up immediately afterwards. created by the operating structure. To achieve this balance of power requires It is rare to find someone who has all the insight, self-reflection, training, experience, qualities the board is seeking at the time self-awareness and confidence.The energy of hiring an executive director. The needed externally may not always be current culture of the group and the skill welcome in an anti-violence work envi set of the past executive director can ronment and can serve to intimidate and influence the hiring committee. It is harm the staff. Staff need humanness, difficult to have an individual learn an coaching, motivation and honesty in an attribute or belief (such as a feminist executive director. Given what is under philosophy) versus a skill (such as conflict stood about violence against women and resolution or financial management). The the ideological reasons for choosing to feminist or woman-focussed philosophy work in an anti-violence agency, it can be rooted in an awareness of oppression is concluded that some staff will have a not something that is easily taught, yet it heightened sensitivity to misuse of power, is at the fulcrum of the work done and which may trigger a series of reactions. decisions made in a woman-focussed While each individual must continue to environment. This suggests that ideology embrace the principles of change and and philosophy can never be compro self-learning, a manager, coordinator or mised. While this compromise may be executive director has a heightened made with other staff, volunteers or obligation to build on positive leadership board members, the executive director skills. or coordinator is expected to act as the leader of the organization and cannot Executive directors are isolated in their be seen to be struggling with this roles and it may not be appropriate fundamental value. Anti-violence agencies or comfortable to debrief or discuss are unique organizations and require personal reactions to vicarious trauma unique leadership approaches.

72 Guidebook on Vicarious Trauma: Recommended Solutions for Anti-Violence Workers 4.7 Staffing

There are few education or training incremental small acts, that change toward programs that prepare someone for the ending violence against women is taking realities of anti-violence work. Juggling place.The despair or sense of helplessness compelling issues and constantly needing that counsellors can feel when the to sort out a crisis from an immediate solutions for women and children are problem with not enough time and so inadequate can be damaging to the resources is stressful, particularly when individual and organization. many of these situations are potentially life threatening. “There were staff from the early years who dedicated their work based on commitment Shelters have additional responsibilities and life experience. Some had degrees, few that complicate healthy solutions to from traditional social work, and many did not vicarious trauma, some of which are have the skills that would stand up to the shared with sexual assault centres and scrutiny of the social work profession and were advocacy centres. A residential environ reluctant to have their counselling style held up ment is unpredictable and it is difficult for review. Besides that, in the beginning front- for shelter counsellors to implement an line workers were criticized by many social effective daily routine.The focus of service workers.” is based on one woman’s experience – Retired shelter worker and the immediate need to advocate working in a mental health agency for individual solutions for her and her children. Individual support by counsellors “I feel like I am a grandmother telling is interrupted or shortened to respond to stories about the old days when we had the crisis helpline or to complete a new nothing and sometimes I feel like the new intake.The daily requirements of providing staff don’t have much respect for their a home-like environment, including meal elders,” says a seasoned staff member preparation, issuing medications, bus who has been through the changes of tickets and linens, and providing for time and has been part of forging a path basic needs, supporting arrangements for for services to abused and assaulted school, as well as dealing with illness, women and their children. Newer staff communicable diseases, parasites, and a accept the workplace for what it is today whole host of other compelling problems and may be unfamiliar with the challenges require a response that challenges a faced in the early days of anti-violence consistent routine or schedule. work.The darker days of the past 20 years when there was no funding is a different The stovepipe approach of one-woman experience compared to today. Shelters one-solution provides a supportive now struggle with insufficient funding. individual response, yet makes it difficult The staff who have worked with so many for staff to focus on broader issues. It women and have remained healthy are can be hard to identify, through these

73 Organizational Solutions rich with knowledge and become excel more than a cornerstone of the opera lent mentors for new staff.The great wave tion; in many ways, they are the service. of professionalism of the mid-to-late The staff also guide the activities of the 1980s has generally settled down with a volunteers, often providing the training new balance emerging that honours life and supervision to support their efforts experience, values, education and training. to enhance the service. Staff are hired and trained to provide most components of the service delivery, including direct 4.7.1 Human Resource service, administrative and support activi Policies and Practices ties. The staff of the organization make a Action List: difference in the lives of the women and children who are served.The agencies and • Provide vacation time and encourage buildings are empty shells without the staff to take time in longer periods. diversity, compassion and commitment of • Provide self-care days. the staff. • Implement extended health care Staff often choose to work with assaulted benefits. and abused women, children and their • Establish a vicarious trauma response abusers because they have a particular committee or add it to the Health and expertise and desire to make a difference. Safety Committee’s responsibilities. They generally do not come to work for an anti-violence agency because the • Hold annual vicarious trauma work salaries and benefits are comparable to shops. counselling services or emergency service • Organize staff exchange programs in providers. It is the case, however, that the other cities or communities. qualifications typically required match • Provide in-service training and work those of higher paid professionals in shops on a variety of topics, including the community. The pay equity surveys anti-racism, anti-homophobia and completed by some provinces revealed women with disabilities. a serious gap between the qualifications and job requirements when compared to • Obtain short-term grants committed to similar professionals. the broader vision and use as second ment opportunities for staff. Many agencies put pay equity plans in • Define a code of conduct, professional place that indicate that the organization ethics and principles of service. will not achieve maximum pay equity pay ments for over 20 years. To achieve this • Commit to salary grid increases that goal requires a commitment to annual achieve pay equity. increases to salaries, with or without Human resources or staffing accounts for government support. The salaries and 85 percent of the operating budgets of benefits of the staff of anti-violence most social service agencies.The staff are agencies have been compromised for too

74 Guidebook on Vicarious Trauma: Recommended Solutions for Anti-Violence Workers long. The percentage of the budget spent enhanced is often based on what the on salaries confirms the priority of the individual board member makes or what leadership of the organization to continu benefits they receive. In addition, other ally champion improved working condi anti-violence agencies are often used as tions for the staff.Anti-violence work is a the reference points, rather than an profession that has gained credibility organization with staff who have similar and interest. Staff are staying longer and types of qualifications, expertise and expe maintaining their commitment in healthy rience matched in comparable working and positive ways. It is disappointing to conditions (i.e. shift work and exposure to consider how women-focussed agencies high-risk situations). Developing improved contribute to the wage gap between men practices may require a long-term plan and women, rather than demonstrating and may even require a decrease in leadership in this area. service expectations.A solid commitment to make improvements to salary and “I speak a lot in the community and frequently benefits, even if made slowly over the long comments from the audience are that they term, is a more welcoming statement could never do the work and they don’t know to staff and helps staff to believe the how I can.They ask; don’t I get angry with the organization has a commitment to them. abusers sometimes I think maybe the board should hear this. I do get angry and tired and “I am a professional in a company and I don’t need a break. I also have a family that I am get the kind of sick time that the staff in the trying to raise.” clinic get. Why would they possibly want – A counsellor working at more?” an anti-violence agency. – A board member

The demand for service in many commu Staff are making longer term commit nities is so great that, rather than take ments to careers in anti-violence agencies, care of the staff by ensuring healthy and organizations have a responsibility to policies and salaries, more work and support their salary, extended health care expectations are added to the already benefits and pension needs. Self-care is burdensome workload. Government the greatest mitigator of the symptoms of cutbacks in some provinces reduce the vicarious trauma and not all self-care options of organizations even further, remedies are without cost. Body thera and there continues to be a lack of pies, such as massage, chiropractic, yoga, recognition and support expressed by personal therapy or counselling, cost some funders and members of boards money. Extended health care plans – of directors for reasonable salary and including vision, dental and medical benefits. It is often difficult to gain board benefits – encourage physical and emo approval for salary grid revisions and tional health. Solutions may require part personnel policy amendments. Determining nerships with other agencies or provincial why salaries and benefits should be associations if the staffing group is too

75 Organizational Solutions small to obtain a reasonable rate or limited national conference opportunities. benefits. Same sex benefits that provide A staff exchange program may provide a equal access to lesbians and gays working creative way to recognize the collective in agencies must be offered. good of the agency and offer a staff mem ber the chance to work in a different city, Time-related benefits also help to town or province. It takes the will, inter reduce the effects of vicarious trauma. est and leadership of two agencies to Discouraging excessive overtime by develop this opportunity. monitoring and discussing alternatives further demonstrates the principles of “In my workplace they get on me if I have just self-care. Vacation time that exceeds the a few hours of overtime. Sometimes I really minimum employment standards of a want to stay, especially if I have made a good province allows employees much needed connection with a family. When I challenged time away from the workplace. Extended this I was told that modelling good boundaries time off or encouraging staff to take their is good for staff and clients, that there is more leave in longer periods of time, rather to life than work and that it is easy to get into than a day here or there, contributes an overtime trap that leads to feeling overtired to personal self-care. Self-care days or and overworked. I was kind of happy that compassionate fatigue breaks are another management took this position.” incentive to support staff. These days are – A group counsellor intended to be used when the pressure, stress or trauma seems to infiltrate the Research provides evidence of the high self-care practices. They can be self- personal cost and effects on staff that nurturing days that encourage re- result from bearing witness to the energizing through rest and personal atrocities of anti-violence work. James reflection. Progressive practices that Munroe (1995) likens the experience of recognize the health or illness of family vicarious trauma to an occupational members and women’s extended role in hazard. Some responsibility for this health family care can further support personal and safety risk to employees can be self-care plans. incorporated into the activities of the health and safety committee if the work Organizations with progressive salary, environment is large enough to warrant it. pension and health care benefits can Alternatively, a vicarious trauma response turn their attention to innovative oppor team can be formed to support organiza tunities that continue to develop the tional self-care. A sanctioned committee expertise of staff. Anti-violence workers with allotted time to recommend actions have unique and dynamic expertise to may stimulate the group to remain alert share with each other and with the com to the personal and organizational signs of munity. Regional and local differences vicarious trauma. are rarely showcased because of the fragmented communication networks and

76 Guidebook on Vicarious Trauma: Recommended Solutions for Anti-Violence Workers

4.7.2 Training motivate both individuals and the organizations to engage in healthy practices The issue of woman abuse continues to are presented and discussed. Stress evolve. Changes in provincial structures, management workshops typically do not funding and the economy affect the profile address the complicated and invasive of the users of the service and hence the aspects of the work and generally focus on programs of the agencies. Recent changes stress prevention techniques. Because in the policy of psychiatric institutions, for vicarious trauma cannot be prevented, example, have meant a higher percentage workshops should address the life- of individuals in acute mental health changing experiences in all components of distress, accessing community-based the staff’s life. Support and administrative services in higher numbers. Women staff can benefit from being included in this who do not speak French or English as a type of workshop. primary language require cultural inter pretation and understanding of their A training program is often only as good distinct cultural needs. Meeting the needs as the trainer. A competently designed of women with disabilities requires program and capable trainer can advance attitudinal and physical plant strategies to the continuing education of the staff. If an provide welcoming, accessible environ external trainer is to be used for vicarious ments. Sensitivity and understanding are trauma training sessions, an agreement or required to work with survivors of understanding should be developed to substance use and misuse, child abuse, ensure that the trainer delivers what is ritual abuse and sexual harassment. It is needed. Moreover, a trainer needs to: unrealistic and unfair to staff to assume that they can gain all the expertise • present a training outline in advance of required in this changing milieu without the session the organization’s commitment to training • understand the unique environment and and professional development. Regular adapt his or her language and training in-service training sessions provide low- style to it cost solutions for staff. Sensitivity training • commit to an evaluation on racism and homophobia, and training in conflict resolution skills, require addition • respect the confidentiality of the group. al time and resources. These efforts It is the responsibility of the organization will support staff participation, better to ensure that the trainer is fully informed integration of their skills, and the about the organization, staff and training attitudinal changes needed to meet the needs before the session. Through needs of the community. sustained commitment to meeting the Vicarious trauma workshops promote variety of staff needs, an organization can individual and organizational awareness of work to channel the organizational and its symptoms and provide opportunities personal effects of vicarious trauma to for discussion. Realistic solutions that healthy results.

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4.7.3 Administrative and before appropriately transferring her Support Staff call. Counselling staff occasionally share a difficult counselling session or situation Action List: with administrative or support staff. This • Sign professional standards agreement small cluster of individuals in an organiza confirming job responsibilities at the tion do not generally participate in peer time of hiring and orientation. consultation or case planning sessions, nor would it be appropriate for them to • Provide supervision that supports do so. In many cases, there is little support recognition of vicarious trauma. or recognition of the exposure by admin • Include administrative and support staff istrative staff to trauma. in in-service training and workshops. Include administrative staff in training ses • Respect administrative staff. sions, particularly ones focussed on vicar • Provide debriefing opportunities. ious trauma and self-care. Administrative staff are an integral part of an operation “I work in administration.The counselling staff and can benefit from participation in tell us all the time about a difficult crisis call, a workshops and in-service sessions. It horrible story they have just heard, how crazy supports their broader understanding busy the shelter is. We only hear about the of violence against women and their danger, the high-risk alerts and the problems activities with the general public. To and then I go into the residence and see the support the administrative staff in not faces of the kids...It breaks my heart.” getting involved in counselling or support – Administrative Support Staff ive activities with the clients or residents, opportunities can be provided during The administrative and support staff of orientation and ongoing supervision to agencies generally do not provide direct discuss professional standards and clarify counselling or intervention services; job functions. A professional standards however, they do engage with the clients agreement signed during the hiring and and the community.Administrative support orientation of a new employee helps to staff answer phone calls from abusers and confirm job responsibilities and the harassers and often hear first hand the boundaries of behaviour. Administrative anger and hatred. Support staff are trained staff can benefit from ongoing supervision on deflecting these phone calls and to that includes opportunities to discuss the adhere to the safety and security practices. experiences. The administration team – There are also times when women in crisis including on-site finance, fund raising call on the administrative or business line. and office support – can benefit from As it would be insensitive to cut a woman occasional meeting time to review safety off immediately, the administrative staff concerns and experiences that have had may hear some of the woman’s story an effect on them.

78 Guidebook on Vicarious Trauma: Recommended Solutions for Anti-Violence Workers

4.7.4 Hiring service because it is woman-focussed and they want to make a difference in a place Action List: that is meant to make a difference. • Screen candidates on the basis of a Individuals choose to work or volunteer balance among life experience, experi for a variety of reasons, including: ence working in women-focussed • to assist people in need environments, and education. • to assist women and their children • Include hiring questions on: • to help end violence against women in – personal ideology and feminist the long term philosophy • to contribute unique expertise to the – expectations of the work culture program – practical experiences • to find fulfilling work related to their – vicarious trauma and self-care educational background – understanding of equity issues and • to be part of something that makes a diversity in the workplace and difference among clients. • to be part of a feminist environment • Complete self-assessments of what • to be part of the women’s movement type of work is preferred by the indi and to contribute to social justice vidual. action • Complete self-assessment surveys. • to reconcile personal trauma experi • Discuss personal experience with ences violence. • to give back • Provide enough information of the job and work culture to candidates for Vicarious trauma self-assessment surveys them to make an informed acceptance. may help to identify questions for inter viewing and may help candidates to assess • Include in the contract information on their own suitability. Before accepting the effects of vicarious trauma. employment or signing an employment The hiring of staff is a quest to find the agreement, the prospective employee right person with the best balance of would meet with a counsellor who pro skills, expertise and philosophy, with the vides a tour and an opportunity to discuss potential to succeed in this unusual work the realities of work. This screening and environment. There are many reasons opportunity to self-select could assist in why individuals choose to join a work identifying and avoiding future problems. environment serving abused and assaulted women, their children or their abusers. For many, they are drawn to the agency or

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Women with a personal history of planning is needed to develop skill, violence can be a great asset to any attitude and behaviour questions and organization. This is especially true scenarios that help to confirm the where the individual has been able to find problem-solving abilities, philosophical some sort of personal resolution to her underpinnings and career expectations experiences. of the candidate. New employees also have an opportunity to ask important “I couldn’t handle working in the shelter. Each questions related to support for self-care, time the crisis telephone rang I became immo feminist definitions, training opportunities bilized, terrified of the story I might hear. I quit and workplace values. As many staff find after four weeks.” out, the environment is far different than – Counsellor now working in expected and the interview is a helpful a social service agency way to bridge this gap and enhance under standing. If the exposure to the work causes painful memories and unresolved issues to sur The following is a list of interview face, the environment has the potential questions: to be damaging to the staff person, the • Describe how you expect counselling staff team and even the client. Given how and working with the women will affect compassionate counsellors are about you. their work and recognizing that it is not always possible to maintain a professional • What self-care practices do you use distance, the boundaries between staff now and how do you think these will and client can become blurred. This has change? the potential for very damaging results. • How do you expect your personal Good orientation, supervision, structured experience of violence to affect your peer consultation and organizational sup work? port are needed to confront this difficult and common situation. (Asking a direct question often provides a direct answer. If candidates have never The recruitment and hiring phase is a thought about their lives in the context crucial period for the employee and of violence, it may demonstrate a lack employer. It is one of the few times when of integration between philosophy and probing questions can be asked by both lifestyle.) parties to determine if there is a good fit between the individual and the • Working in a hectic and demanding organization. A thorough recruitment, environment can be very stressful.What selection and interview process may take are some of the ways in which you over 30 hours per employee to complete. handle your stress? When staff are hired using a committee • Describe a recent time when you used approach, the investment of time is your personal power. considerable and valuable. Pre-interview

80 Guidebook on Vicarious Trauma: Recommended Solutions for Anti-Violence Workers

• What is your personal definition of a “The training for my position was excellent feminist perspective? and I feel that this training helped me to • How do you apply your feminist prepare myself for the work that I would be perspective in day-to-day life? doing. I am happy that we had so many intense training sessions, review and questions, • What is the most significant social issue as well as times to shadow other staff before for you today? we were asked to do the job by ourselves. • What have you done about it or how By the time I was working by myself, I felt have you involved yourself in change? comfortable with the details of my position and could concentrate on the residents and taking care of myself. Also, self-care and 4.7.5 Orientation and vicarious trauma were subjects that were Training stressed when we were in training.” – A counsellor with one year of experience Action List: • Provide a tour and an opportunity to James Munroe (1995), in his article, meet with counsellors. “Ethical Issues Associated with Secondary Trauma in Therapists,” suggests that • New staff sign an employment agree in addition to being client-centred, ment which includes understanding of organizations must also be helper-centred the effects of vicarious trauma. to ensure the health and long-term • Define operating principles/beliefs/ well-being of the caregiver. By adapting definitions of feminism, abuse, violence the ethical guidelines of the American against women and equity issues. Psychological Association toward being • Review vicarious trauma and self-care helper-centred, he defines the ethical material. imperative of organizations to include such actions as “Duty to Warn” and “Duty • Complete self-assessment vicarious to Train” staff regarding vicarious trauma. trauma scales. • Provide reading resources. The following is adapted from his “Proposed Informed Consent Form for • Show a video on vicarious trauma. Trauma Therapists”: • Provide healthy ways to exit gracefully. • Provide a session for family members. Once the candidate has been selected, the organization is responsible for providing an effective orientation process that extends over a period of time. Revisiting orientation issues regularly with the new employee is one way to check for understanding.

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Consent Form for Anti-violence Staff I, ______, have been informed by the staff at______that this program works with survivors of trauma, and that I therefore will inevitably be exposed to the effects of secondary trauma. I have been informed that these effects can have beneficial or detrimental results; if dealt with openly, such responses can be viewed as parallels to the clients’ trauma responses and as such, are valuable clinical information; if denied or ignored, these same responses can lead to an altered world view which may impede my clinical judgement and interfere with my personal life. I have been informed that my age, experience or professional training may not provide adequate protection from secondary trauma. I have been informed that the staff expects each member, including myself, to work to understand and act on how this work affects each staff member in the delivery of services to our clients. I have been informed that I may not be a good observer of how this process affects me at any given time. I have been informed that staff believes all of its actions and interactions related to secondary trauma are considered models for our clients and that each member of the staff is expected to recognize an ethical obligation to model good self-care.

Signature: Date:

(Munroe, 1995)

Include in the orientation information 4.7.6 A Model of Training about organizational structure, communi for Counsellors cation practices, the role of the board, equity issues, principles, beliefs, agency Marg McGill, of Sexual Assault Centre definitions, language and policies. Work London, has developed an unpublished environments that strive to have simple model of healing called “Activating the and practical guidelines and policies on a Internal Healer.” The model is based on range of topics can decrease the confu a feminist analysis that recognizes the sion and stress that new staff feel. Setting strength and solutions to meet the the tone through the use of personnel challenges of working with abused and policies, particularly time-related ones, assaulted women.The training, or Phase I, supports self-care. is 25 hours in length and is completed over an eight-week period. It provides a

82 Guidebook on Vicarious Trauma: Recommended Solutions for Anti-Violence Workers combination of theoretical and experien training and self-evaluation are completed tial opportunities that support the trainee and an interview with the group trainer in developing effective group counselling occurs.This helps to determine or identify skills. The first four to five weeks have the individual or personal learning plan. a primary focus on theory, including information on: Stage II is mentoring and not all individuals move into this phase. Some find the • trauma theory experience rewarding and take the new • normal growth and development skills back to their home agencies, and • feminist analysis – a political analysis of others recognize that this type of coun sexual violence selling is not for them. Others will realize that the exposure to the information and • psycho-dynamics, including transference different forms of violence triggers the and counter transference need to complete personal work before • emotional literacy working as a group counsellor.In this phase, an experienced group counsellor is paired • loss theory with a trainee to participate in the group • vicarious trauma facilitation. This phase includes a check-in • self-care. half way through the group cycle and an in- depth self-evaluation and mentor evalua The next three weeks are spent in a tion. Once this phase has been completed, group experience. The group process is the trainee is now eligible to work as a intended to normalize some of the com group counsellor. The organization offers mon themes that are experienced by several group counsellor contracts which women, including despair, eating disor provide employment and experience in ders, anger and suicide.The group comes understanding the complexities of sexual to terms with individual vulnerabilities, violence. which helps participants to accept and expect women’s anger, to understand what triggers personal reactions to the 4.7.7 Personal Relationships material presented by the client. The of Staff trainees focus on the different forms of Action List: women’s anger, relationships and concepts regarding mothers and self-care. • Hold orientation sessions for family members. Following the group, each counsellor • Introduce opportunities for families candidate completes a test or quiz that throughout the year. confirms that the fundamental theories and practices of the work have been learned. A lengthy evaluation of the

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“It’s hard for me to believe in a good life for Information is shared about other aspects me and my children. I think such bad thoughts of the work, including relationships with that something will happen to them or me. I fellow staff members, workplace issues seem overly safety conscious, overly protective. and challenges. Family members some I lecture them about the hazards of the world, times drop off and pick up staff and may especially people.” never see the inside of the work environ- – A victim advocate ment.This may mean the workplace takes on the unusual mystique of being both a The effects of work can often influence safe and potentially dangerous place. relationships with family and friends. Simple things such as a good work day Anti-violence work has the potential to can influence off-work behaviour. Anti- change people. As a result, relationships, violence work is not simple, and workers whether close or casual, are affected. are affected in ways that are not easily Staff can be informed and supported in transparent to those around them. dealing with these realities. During orien Children may not understand the over tation, offer a session for family members, protective nature of a parent. Partners including children, with a goal of demysti and friends may not easily understand the fying the environment.An orientation ses hypersensitivity to events or comments. sion for families/partners might have the There is a personal responsibility to find following agenda: ways to release the tensions of the day • Provide definitions on feminism and and to accept that families and friends abuse. are affected by personal behaviour. • Provide a tour of the agency. Workplaces can support employees and the unusual circumstances of anti-violence • Discuss vicarious trauma and self-care. work by including family members at key • Introduce opportunities for involve intervals in an employee’s career. ment throughout the year. Although work at times seems to be an • Show videos (e.g. “Backlash: Resistance overwhelming priority for staff, relation to Change”). ships are maintained with parents, partners, children, family, friends and “I blamed that women’s place for all the community. Counsellors and staff are changes in my daughter. Everything became acutely aware of the high-risk nature of an argument or debate about the order of the work and the need for strict confi things. Until one of my friends at the church dentiality. Staff may assume that by sparing was sexually attacked and, well, she called me because she knew where my daughter worked. trusted family and friends the truth of the She was ashamed and scared and wondered work, they will spare them exposure to what to do, and I called my daughter and saw the trauma. what she had to give. I am so proud.” – A mother of a crisis counsellor

84 Guidebook on Vicarious Trauma: Recommended Solutions for Anti-Violence Workers

Finding ways to welcome family into the “When I tried to explain to my partner that I work culture throughout the year can was changing…that my lens of the world help build a supportive framework for was different…that I felt rejuvenated by the staff. A family picnic that welcomes discovery of my political self, he said he didn’t children, partners, family and friends is want me to change. Shortly afterwards, our a casual way to provide an off-site, marriage ended.” relaxed environment to introduce work – A residential counsellor working colleagues. For organizations that hold in the field for five years an open house for other agencies and politicians, invite families.

4.8 Supervision

“I found the open door policy of the supervisor • Establish a written contract or agree helpful. When the supervisor is working at ment for an external facilitator. the same time that I am, I feel comfortable • Provide regular, paid opportunities for approaching her to debrief. I feel that having all staff, including relief and part-time. a supervision session in which the purpose is to let staff debrief, relax and which promotes • Develop a performance management self-care would be useful for the centre to system based on a model that promotes adopt. Even though I am very aware of what continuous learning. I need to do to take care of myself, there are times when I cannot do so within this environ Lack of supervision appears to cause a ment or when I am too exhausted to do so higher percentage of personal disruption when I get home.” or vicarious trauma effects for individuals – Part-time residential counsellor (Pearlman and MacIan, 1995). Supervision is a complicated issue for anti-violence Action List: workers. There is often a lack of under standing and suspicion regarding supervi • Recognize the link between perform sion. Perhaps it is the word “supervision” ance, vicarious trauma, organizational that conjures up such misgivings. Prior culture and stress. experiences of power being used over the • Support flexibility in policy, practices employee in negative ways do not fit with and meeting staff needs. the vision of a feminist workplace. Failed • Develop definitions of peer consulta attempts at supervision, including access tion and performance supervision. ing external supports, are registered in the collective memory of the group and • Develop with staff the peer consulta can create a heightened resistance when tion process, including group guidelines. supervision is reintroduced. How supervi sion is provided is as critical as actually participating in supervision.

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Supervision models can be introduced that plan, work-related issues, and career decrease the resistance and increase the growth and development.When perform opportunity to share difficult experiences, ance management is developed incorpo problem solve and learn. Supervision that rating the principles of learning, the expe is linked to performance, or perceived to rience can be rewarding to both the link to performance, can lead to fear or employee and the organization. Offering a worry. Staff may be more reluctant to check-in opportunity, such as once every disclose a negative experience or feelings four months, provides a direct link to an about a client if they have a concern that it annual performance review. Regular per will result in an unfavourable review. The formance management supports a work models of supervision introduced into culture of no surprises and allows for dis anti-violence agencies must recognize the cussion regarding policy comprehension. diversity of backgrounds of the agency (i.e. cultural, educational, experiential) and Peer supervision or consultation provides complement the operating philosophy. a safe place for staff to go to unload, to Lack of financial resources and time vent and to debrief. It is often done in a constraints can be seen as taking time group with a facilitator. There is respect away from the services to women and for confidentiality and it is not linked to children. performance management. Peer consulta tion can be broken down into two The social work profession has developed components. The first component is the models for clinical supervision, and reli debriefing and problem-solving response able supervision models that recognize to a group session, counselling experience the time to debrief with supervisors or or interaction with a client. If the staff feel peers are available.These models have not safe, this time can be used to discuss always been transferred successfully to painful emotions such as grief anger and anti-violence agencies and there is merit sadness. When combined with a second in learning the strengths and challenges of component dedicated to self-care, there different models. is a more positive and comprehensive promotion of organizational and individual Confusion exists about the differences self-care. The last part of peer consulta among performance management, supervi tion can be used for meditation, body sion and peer consultation, and there are work, humour or cleansing rituals. Peer realistic time and resource constraints. consultation is not a place to discuss This has led to some organizations com the power dynamics of the agency or do bining supervision and performance man policy development work. In an intense or agement. There is a significant difference crisis-focussed environment, peer consul between the principles and practice tation may be needed on a weekly basis. of peer supervision or consultation and performance management. Performance Retaining an external facilitator to management provides an opportunity to conduct peer consultation may be a discuss the individual’s personal learning productive option for some groups

86 Guidebook on Vicarious Trauma: Recommended Solutions for Anti-Violence Workers

“I was hired as a supervisor – I spent most 4.8.1 Clinical or Counselling of my time counselling the staff instead of Practices providing clinical supervision. In the end, staff, management and I were unhappy and I left Action List: bitter and angry.” • Take breaks during the work day. – A counsellor in a community • Rotate through different job assign counselling agency ments or tasks. which lack the experience or trusting • Share or split job roles during a shift environment. In some communities, there with co-workers. are supportive therapists well trained and • Decrease the size of caseloads. tuned into the experiences of anti- • Have paper days and don’t see clients. violence workers. These individuals can provide a valuable, supportive perspec • Provide regular debriefing and diffusing tive. Recognize that not all therapists have times. the skills to succeed at group facilitation. • Work on special projects through If an external peer support is retained by grants or secondments. the organization, the following guidelines recommend that the facilitator: Some work environments are more con • have the experience and expertise to ducive to supporting self-care practices guide the process than others. Agencies that have some control over scheduling appointments • receive an orientation to the practices can support the flexibility and needs of and policies of the organization the counsellor. Exercising choice, such as • sign a confidentiality waiver that booking out time to attend community ensures there will be no breach of meetings, to complete administrative confidentiality between the group and tasks or take longer breaks for self-care, the organization are healthy practices. Other environ ments, such as shelters, will have a more • agree to terms and conditions that difficult time controlling the environment. include what peer consultation will pro If staff regularly assess whether the vide and not provide (In particular, the situation is a crisis or a problem, this facilitator is not there to deal with will help them to remain focussed on time power issues or policy matters of the management and limit crisis-focussed agency.) emotions and solutions. Shelter co • agree that it is a conflict of interest to workers may be able to share or rotate serve as a staff member, volunteer or through some of the work, such as member of the board of directors answering the crisis line. Time built into • agree to an evaluation process the schedule for breaks should be honoured. This may mean going to a • agree to the terms of contract renewal separate part of the building or to a staff and contract termination. quiet room for a break.

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4.8.2 Critical Incident many communities have local woman Debriefing abuse coordinating committees that are geographically, regionally or community Counsellors and staff live and work based who are trained in a critical incident with the constant understanding that a debriefing model. Such a committee could tragedy involving a client or resident support a small team of individuals. could happen at anytime. When this type Developing both a community-based and of crisis occurs, staff need immediate an agency response system can facilitate a compassionate support. Material on sensitive response to a local tragedy. critical incident debriefing is readily available and can be adapted to the For more information, contact the ICISF anti-violence work environment. The Web site: http://www.icisf.org airline industry, emergency personnel and educational systems have developed Traumatic stress and vicarious trauma are a debriefing and support systems that can serious combination to both the organiza be quickly deployed following a disaster, tion and the individual, and policies and tragedy or homicide. Trauma response practices responding to the differences are teams are trained in crisis and grief required. Trauma debriefing following an counselling and are skilled in debriefing acute incident can help alleviate serious and and defusing serious and difficult events. long-lasting negative effects. The following Critical Incident Plan is a combination of The Critical Incident Stress Foundation two models: from the Leeds Permanent has patented a Critical Incident Stress Building Society,“Traumatic Stress at Work” Debriefing (CISD) Model, which combines (Richards, 1994), and the Critical Incident crisis intervention, education and stress Debriefing Model. management theory, designed to decrease the impact of the trauma on the Immediately following a traumatic inci individual. There is recognition that dent, trained debriefers are contacted to sensitivity and understanding of the commence the support process for staff unique characteristics of the profession and volunteers. Staff involved in the involved in the incident are required to trauma and those attending debriefing do effective intervention work.The CISD sessions are paid for their time – possibly model supports the establishment of through a special fund established to multi-disciplinary teams that respond to a cover staff costs. The following steps can situation. A fatality or serious trauma be followed in the case of an incident. involving a firefighter, for example, would Many of these require advance planning be facilitated by a peer fire fighter not and preparation. usually from the same unit or firehall. The network of emergency personnel is more extensive than the local network of anti-violence agencies. However,

88 Guidebook on Vicarious Trauma: Recommended Solutions for Anti-Violence Workers

Critical Incident Plan Emergency Kit The sealed kit is opened by staff following a critical incident.The kit contains a procedural checklist, a pamphlet on coping with a critical incident and contact lists for police, health care, executive director and management, and trained debriefers.

Management Visit A management staff member immediately attends on site and usually becomes the designated team leader. Management is trained in defusing and provides immediate support to staff and volunteers.The manager will generally contact and arrange for the trained debriefer and peer support.

Peer Support or Debriefer Debriefers are trained in debriefing techniques and have agreed to be contacted at any time. The debriefing follows a standard format as provided in the CISD training. Debriefers are sensitive to the anti-violence environment.

Debriefing Session Staff directly involved in the acute incident attend a session within 72 hours of the event.The written policy confirms this, including confirmation that it is paid time.This is generally mandatory attendance for those primarily affected.

Time Off Trauma leave is included in the personnel policies and is linked to compassionate leave. Flexibility will be required, depending on individual circumstances. The policy supports time off and a graduated return to work.

Health Screening Screening and assessment are monitored for two years following the acute incident – using assessment checklists and informal check-ins. Note: Use standard measures for individual stress management scales.These scales are useful to alert an individual to how they are responding to stress over time.

Peer Support and Debriefing Peer support and debriefing will continue as required. Debriefing will likely be required over a period of time, decreasing in frequency as time passes.

Positive Management Gesture Visits, gestures of support and letters of recognition that support the difficult experience that staff went through are provided.

Personal Therapy Provision for confidential supportive therapy is available. If there is no extended health care plan in place, the organization will cover the costs of these sessions.

89 Organizational Solutions 4.9 Vicarious Trauma Resources

Action List: “After attending a workshop on vicarious • Set up a resource area for materials on trauma, I realized I was saying the words vicarious trauma, self-care and stress about my belief in healing and change and management. realizing I felt everything I was doing was futile. The workshop made me realize that I • Have staff complete self-assessment needed to leave the shelter to replenish. I’m surveys every six months. working in an outreach program for youth. I • Check Internet web sites frequently and love their enthusiasm and passion for change. download information. Some days I miss the powerful forces that exist at the shelter and I can honour once • Join one of the list groups to keep up to again the courage of the women and the date on new research and findings. special gifts of the staff.” – A children’s advocate Providing reading materials on vicarious trauma and self-care that is made available changes that can be supported through throughout an employee’s career may help self-care practices. Note that this is a staff to incorporate healthy strategies to personal document, not a personnel or respond to vicarious trauma. While some human resource tool to be used for aspects of vicarious trauma cannot be performance evaluation. prevented, the continuum of effects can be more balanced if the harmful effects are managed. 4.9.1 Use of Technology Completing one or more of the self- Action List: assessment scales at the beginning of • Get online – find a local or government employment and repeating it every six sponsor or grant. months helps employees to monitor and maintain positive control over their own • Determine safety practices and policies health (see Pearlman and Figley scales on ethical use. included in Section Two and the Appendix • Attend training. of this guidebook). Staff can use the • Try it out – practice. original assessment scale as a benchmark for scales completed in the future. • Join a chat line. Completing the scales every six months • Build a web site – link with others. or annually may help alert individuals to

90 Guidebook on Vicarious Trauma: Recommended Solutions for Anti-Violence Workers

There is a growing body of feminist information, even to assist with debriefing literature that addresses the technology (while observing all concerns of confiden “gender gap” by considering the role of tiality). Email is a much more informal way women in computerization and informa of communicating than letter writing and tion technology, as well as the impact of may be used more frequently and more technological innovation on women and conveniently by workers. women’s organizations. The consistent theme throughout is the necessity for The use of email for peer consultation feminists to participate in and gain control and supervision may help to support anti- over new information technologies as violence workers as they attempt to ease a means of empowering women and or work through difficult situations. breaking down existing hierarchies. Developing safety protocols and practices will be necessary to increase the under New information technologies offer standing of the application. A project by women important alternatives to Women’s Community House in London, traditional electronic, broadcast and Ontario intends to explore technology print media, opening up unique ways for online counselling for women, peer to communicate, network and learn. support for staff and increased access to Technological tools provide feminist and information regarding shelter services other equality seeking groups with a for women across Canada. Policies, powerful means of exchanging informa procedures and security features are tion, building strong coalitions and making key components of the initiative. change. The use of Internet tools to pursue an activist agenda, and familiarity with woman-focussed web sites, mailing 4.9.2 Summary of lists and newsgroups will become increas Traumatic Stress and ingly critical to organizations seeking to Related Web Sites target their communication activities to women (Sattler, 1999). The summary of the traumatic stress sites included here is not necessarily focussed Many anti-violence workers are isolated on vicarious trauma. Most focus on in their own communities and it may be post-traumatic stress disorders and infor difficult to build friendships or risk a mation on trauma and disaster. It is a breach of confidentiality. Email provides beginning.There is a wealth of information direct access to anti-violence workers on traumatic stress available on the around the world. Online groups devoted Internet. The following is a selection of specifically to the issue (e.g. list serves, useful sites that contain many links to chat rooms) can help workers to share other sites and related topics.

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Canadian Traumatic Stress Network CTSN-RCST.CA This is a good starting place for a search.The mission of this site is to “be the Canada- wide network of resources dedicated to the advancement of traumatic stress services through education, training, public awareness, professional development and research.” It contains an excellent list of useful web connections.The site is by David S. Hart, PhD, who is based in the Education Faculty at UBC. Email: [email protected]

David Baldwin’s Trauma Info Pages http://www.trauma-pages.com/index.phtml This is an informative and award winning site on PTSD and related topics.According to the Canadian Traumatic Stress Network,“it is a huge resource, a labour of love, which we very much appreciate for its invaluable contents and fine organization. If you are ever looking for information on trauma or disaster, this should be your first step.” The site is by David V. Baldwin, PhD in psychology, based in Eugene, Oregon. Email: [email protected]

International Society for Traumatic Stress Studies http://www.istss.org/ This site is “dedicated to the discovery and dissemination of knowledge and to the stimulation of policy, program, and service initiatives that seek to reduce traumatic stresses and their immediate and long-term consequences.” Members of the society include psychologists, psychiatrists, nurses, counsellors and researchers.The site contains information about the society, its members and current research. It is maintained at the ISTSS headquarters in Northbrook, Illinois. Email: [email protected]

Grant Devilly’s Psych Trauma Pages http://www.psy.uq.edu.au:8080/PTSD/ Published by the Psychology Department at the University of Queensland,Australia, this site contains a thorough summary of trauma-related research and services in Australia. It also contains useful links to other Australian sites and sites around the world.The site is maintained by Grant Devilly. Email: [email protected]

Police Stressline http://www.geocities.com/~halbrown/ Edited by Hal Brown and Gene Sanders, the authors of “The Trauma RecoveryWorkbook for Law Enforcement,” this is a very practical site for police services. It contains a number of stress tests and links to other practical sites.This site is based in Middleborough, Mass.

92 Guidebook on Vicarious Trauma: Recommended Solutions for Anti-Violence Workers

Traumatology http://www.fsu.edu/~trauma/ Edited by Charles Figley, this site is an online journal. It contains the International Electronic Journal of Innovators in the Study of the Traumatization Process and Methods for Reducing or Eliminating Related Human Suffering. Email: [email protected]

Traumatic Stress and Secondary Stress http://www.isu.edu/bhstamm/ts.html This site was created and is maintained by Beth Hadnell Stamm, a leader in the study of compassion fatigue. It contains links to other sites and a literature review.

Traumatic Stress Institute/Center for Adult & Adolescent Psychotherapy http://tsicaap.com/ This is the web site of the Traumatic Stress Institute and describes the activities of the institute.

Critical Incident Stress Foundation http://www.icisf.org The critical incident stress foundation has patented a critical incident stress debriefing model. This web site includes background information on the foundation and provides training schedules on the model.

4.10 Retreats and Celebrations

Action List: Anti-violence organizations are places of • Hold semi-annual celebrations. hope and courage. The staff, volunteers and boards of directors work diligently to • Put up only positive images on the walls provide a place of peace and support for (art, posters, children’s drawings). clients and residents. Through continually • Find ways to release negative energy or responding to violence, the staff can have office “cleansing” practices. become consumed with the grief and loss and lose sight of the constructive changes • Hold random and regular events that that are taking place. These safe enclaves celebrate births and birthdays. and spaces provide opportunities for the • Hold positive self-renewal retreats. clients or residents to make changes, • Provide a self-care or quiet room for and they also serve as change agents in staff. the community. What was once a fragile struggle for recognition and survival has • Include time for positive experiences at now become a cornerstone of service staff meetings. delivery in many communities. These

93 Organizational Solutions foundations will continue to grow and effectively used to educate the general build into stronger and more united public about the horrific consequences places. It is the strength and health of of violence against women. Many anti- individuals, agencies and groups that will violence agencies will use these resources continue to foster the changes needed to when engaged in public speaking to “get achieve an end to violence. the message across.” These violent images can also be found in the hallways and Groups establish their own sense of offices of shelters, second-stage housing, reality – if several members of a group rape crisis centres and counselling cen believe something to be so, that belief tres. Part of organizational self-care takes on considerable power and over includes replacing these statements of coming it can be a difficult and lengthy horror with positive images. Colourful process. The intense emotions circulating posters and inspirational quotes help to through anti-violence workplaces stem turn minds toward healthy thoughts. from the violence that can be disruptive to group dynamics, particularly if the group stays in a negative cycle.The cost of “I need a place away from all the noise and not having a vicarious trauma recognition people. Five minutes of quiet is sometimes all program is too high. The evidence I need to feel ready again.” collected to date compels organizations – residential counsellor to assume their ethical obligation to the clients, staff, community and society. A retreat is another approach to organi zational self-care. It can be a time of staff Policies can do much to assist in meeting renewal that allows for creative planning the needs of staff.When the leadership of and strategic thinking. Retreats that the organization champions responses to attempt to deal with a negative build-up vicarious trauma, it may provide relief, generally are not successful unless there is trust and motivation for staff to pursue careful planning and gifted facilitation. self-care plans. Organizations can pro Conflict resolution responses to resolve mote the positive strength of the group. the issue and unanticipated outcomes in a An executive director who demonstrates controlled environment prior to a retreat insightful leadership will motivate and may support the visioning and positive support staff through a participatory renewal that should occur at a retreat. approach to management. There are a Careful planning of the purpose of a variety of approaches an organization retreat will foster positive development. can take to promote self-care, such as Retreats take considerable time, effort displaying positive images, sponsoring and resources, particularly if food and retreats and holding celebrations. accommodation are included. A staff and management committee can work Descriptive visual images portraying a together to plan and implement the silent re-enactment of violence or the retreat. Away from the workplace, chalked outline of a murdered woman are individuals share a different type of time public awareness techniques that can be

94 Guidebook on Vicarious Trauma: Recommended Solutions for Anti-Violence Workers together, which can be used to get to A small allocation from the operating know one another differently. Board/staff budget to support celebrations can make a retreats can also be used to encourage great difference to the staff group. Some organizational development and growth. organizations choose to hold events that Generally, retreats that include an exclude partners and children based on overnight stay or are for an extended the special bond that staff share. This period are not effective forums to mix exclusive event of well wishes and fun, staff and board.The lines of authority can typically held during the festive season, can become blurred, facilitation is difficult and be matched with an inclusive event such the experience may be detrimental to the as a family picnic. Hosting a family picnic group. Shorter, more focussed sessions provides an opportunity to welcome provide opportunities for board and staff board members, staff, volunteers, and their to work together and will likely be more partners and children. Coordinating a effective. There are as many formats for fun-filled event that includes food and retreats as there are staff groups and games provides opportunities for staff to ideas. celebrate in an informal way. 4.11 Exiting Gracefully

Anti-violence work is not for everyone. “I am so tired inside that I know I am ready The invasive stories, unpredictable envi to leave. Going back into the real world is ronments and unique culture are a source something I don’t want. Besides why would of great inspiration and creative energy anyone want to hire a burned out second- for many. The search for self becomes stage housing worker.” heightened in powerful ways and it is – Second-stage counsellor impossible to hide from the truth of the changes. will help an employee determine whether working in an anti-violence agency is the The stories and experiences of atrocities best fit for her. Once an employee identi and the assertive strength of women fies that either there is not a good fit, create an environment of ongoing conflict or that it is time to leave, she can be and challenge. For some, working in an supported in taking the step to move on. anti-violence agency becomes a negative Even though she may not be eligible for experience. Their vision or values about extended benefits, sessions offered the world may become fragile or shat through a local Employee Assistance tered, and their hopes of a feminist utopia Program may help support staff in making are dashed by the realities of surviving in healthy decisions. Both organizations and a patriarchal culture. peers can help staff to recognize their Good supervision, positive listening, team strength and self-awareness in making a work and effective personal self-care are choice to leave and celebrate the gifts some of the fundamental practices that they have given.

95 Organizational Solutions

Saying Goodbye Ritual that can be practiced in healthy offices is a goodbye party when somebody leaves or is “let go.” It is healing to get together and perform a little magic before you say goodbye. Here is another version of the same.

Take some gold dust (pyrite), place it in the hand of the person who is leaving, and let her blow it to the four corners of the universe (east, south, west and north) with a wish for the future.When she has finished, you should all chime in with your blessings and confirm her wishes. For example, it might go as follows:

Woman (blowing to the east):“May I find profitable employment with good benefits, stability, and opportunities for promotion!” All:“It is done! It is done! It is done!”

Woman (blowing to the south):“May I find a job that will use my passion!” All:“It is done! It is done! It is done!”

Woman (blowing to the west):“May I find a new job that will give my heart satisfaction.” All:“It is done! It is done! It is done!”

Woman (blowing to the north):“May Mother Earth be healed and may my work never harm her!” All:“It is done! It is done! It is done!”

When it’s all finished, party together as usual.

(Budapest, 1993)

96 Guidebook on Vicarious Trauma: Recommended Solutions for Anti-Violence Workers 4.12 Conclusion

The strength of the women’s movement tribute to the early explorers who has been based on working toward travelled through dangerous terrain to women’s equality through an end to build a new route in support of women oppression.This fundamental ideology can and children. Celebrating these accom be upheld at all levels in organizations. plishments and committing to building Anti-violence agencies will continue to healthy personal and organizational evolve by building on staff competencies solutions are important steps to managing and providing effective organizational zvicarious trauma. Vicarious trauma solutions with a complementary blend of changes individuals and the culture of feminist and professional values that serve an organization. Solutions require risk to improve the quality of work.The jour taking and change in new directions that ney to achieve equality is only beginning recharge these workplaces with the hope and the efforts of the past 30 years are a and vitality that started the journey.

Marie’s Lullaby I am the angel of this house in the nightmares and the dreams house of broken dreams of all the women house where dreams begin again hope my song will float and settle house of women upon their foreheads like a cool cloth to soothe At night when you are sleeping the pain fists and words I sing lullabies have caused lullabies for every Edna Kathy I sing lullabies for all the others Barbara living in a house Helen where there is no shelter Rhoda I cradle pain within my wings Emily sing one more lullaby Charlotte pray that someday Jane in this house of many women Gwendolyn there will not be and all the women before you any women and all the ones whose names I do not know yet Reprinted with permission from In This who will come after House are Many Women by Sheree Fitch (Goose Lane Editions, 1993) I sing lullabies for Jason and all the sons of violence lullabies for the men who live here

97 Appendices Appendix 1 Recommended Resources on Vicarious Trauma

Figley, C. R. (ed.). Compassion first videotape describes what is meant by Fatigue: Coping with Secondary vicarious trauma and the negative impact Traumatic Stress Disorder in Those of trauma work on helpers.“Transforming Who Treat the Traumatized. New the pain” focusses on recognizing the York: Brunner/Mazel, 1995. symptoms of vicarious traumatization and Summary: This book was written provides strategies useful in reducing the to introduce the notion of secondary negative effects of vicarious traumatiza traumatic (or compassion) fatigue. Each tion. In addition to providing factual infor chapter is organized with respect to mation, the videotapes feature interviews three themes: describing the concept of with trauma therapists describing the compassion fatigue and its assessment, impact of trauma work on their lives. outlining methods of treatment, and iden tifying ways to prevent traumatic stress Saakvitne, K.W. & Pearlman, L.A. reactions. Information presented forms Transforming the Pain:A Workbook on the basis for current views of compassion Vicarious Traumatization. New York: fatigue and illustrates the need for trauma W.W. Norton & Company, 1996. professionals to be aware of compassion Summary: In response to workshop fatigue and develop effective ways of participants’ requests, the authors have coping. developed a workbook featuring work sheets and exercises to assist in reducing Pearlman, L. et. al. Vicarious the negative effects of vicarious trauma. Traumatization I:The Cost of The book presents simple and easy-to Empathy;Vicarious Traumatization II: read charts, questionnaires to identify the Transforming the Pain. Ukiah, Calif.: symptoms of vicarious trauma, activities Calvalcade Productions Inc., 1995. designed to assist in developing tech Summary: Produced by the Traumatic niques, and strategies to prevent and cope Stress Institute, these videotapes summa with vicarious trauma. The activities are rize the Institute’s findings and observa useful for anyone working with individuals tions concerning vicarious trauma. The who have been traumatized.

101 Appendix 1

Stamm, B. H. (ed.). Secondary Louden, J. The Women’s Comfort Traumatic Stress: Self-Care Issues for Book:A Self-Nurturing Guide for Clinicians, Researchers, & Educators. Restoring Balance in Your Life. New Lutherville, Md.: Sidran Press, 1995. York: Harper-Collins Publishers, Summary: The chapters written in this 1992. edited book were written by leading Summary: A comprehensive workbook professionals in the field of secondary with hundreds of suggestions for self-care, traumatic stress. The purpose of the The Women’s Comfort Book is intended to book is to summarize current perspec help the reader build a lifetime commit tives of secondary stress and present new ment to caring and nurturing the self. Self- directions for study. Because the authors care is essential yet individuals rarely were encouraged to choose their own acknowledge its importance. However, as topic, a wide array of information is Louden notes, in order to nurture others, presented, including ways to protect people need to build the necessary trauma workers, effects of stress on com resources by comforting and caring for munication, and ethical issues associated themselves. The book outlines how to with secondary traumatic stress. identify one’s self-needs, how to develop a self-care schedule, and how to begin to Warren, E. & Toll, C. The Stress develop a positive view of one’s self. A Workbook. London: Nicholas Breaky variety of suggestions for self-care are Publishing, 1997. presented, ranging from establishing personal sanctuaries to becoming a “guru Summary: Based on their experience of play.” running stress workshops and training courses in many different organizations, the authors have developed a comprehen David Baldwin’s Trauma sive and easy-to-use workbook to assist Information Pages individuals, managers and organizations as http://www.trauma-pages.com/ a whole in reducing work-related stress. index.phtml The signs of stress as well as the impact of Summary: This is an informative and stress on both individuals and the work award winning site on PTSD and related place are discussed.Various practical ways topics. According to the Canadian of achieving balance and reducing the Traumatic Stress Network, “It is a huge negative effect of stress by turning it to resource, a labour of love, which we very your advantage are discussed. Ways in much appreciate for its invaluable con which management can help its employ tents and fine organization. If you are ever ees to cope with job-related stress more looking for information on trauma or effectively and thereby reduce stress in disaster, this should be your first step.” the organization are discussed. The site is by David V. Baldwin, PhD, a psychologist based in Eugene, Oregon. Email: [email protected]

102 Appendix 1

Traumatology Traumatic Stress Institute/ http://www.fsu.edu/~trauma/ Center for Adult & Adolescent Psychotherapy Summary: Edited by Charles Figley, this site is an online journal. It contains the http://tsicaap.com/ International Electronic Journal of Summary: This is the web site of the Innovators in the Study of the Traumatic Stress Institute and describes Traumatization Process and Methods for the activities of the institute. Reducing or Eliminating Related Human Suffering. Email: [email protected]

103 Appendix 2 C. Figley Self–Awareness Exercises

A cautionary note: The scale developed by Charles Figley is extensive and may cause excessive worry if it appears that the rankings are too high. Use the scale with caution and as one of several components of your self- awareness assessment. Complete the following assessment using the scale: 0 = Never 1 = Rarely 2 = A Few Times 3 = Somewhat Often 4 = Often 5 = Very Often

Items about you ______1. I am happy. ______2. I find my life satisfying. ______3. I have beliefs that sustain me. ______4. I feel estranged from others. ______5. I find that I learn new things from those I care for. ______6. I force myself to avoid certain thoughts or feelings that remind me of a frightening experience. ______7. I find myself avoiding certain activities or situations because they remind me of a frightening experience. ______8. I have gaps in my memory about frightening events. ______9. I feel connected to others. ______10. I feel calm.

______11. I believe that I have a good balance between my work and my free time.

105 Appendix 2

______12. I have difficulty falling or staying asleep. ______13. I have outbursts of anger or irritability with little provocation. ______14. I am the person I always wanted to be. ______15. I startle easily. ______16. While working with a victim, I thought about violence against the perpetrator. ______17. I am a sensitive person. ______18. I have flashbacks connected to those I help. ______19. I have good peer support when I need to work through a highly stressful experience. ______20. I have first-hand experience with traumatic events in my adult life. ______21. I have first-hand experience with traumatic events in my childhood. ______22. I think that I need to “work through” a traumatic experience in my life. ______23. I think that I need more close friends. ______24. I think that there is no one to talk with about highly stressful experiences. ______25. I have concluded that I work too hard for my own good. ______26. Working with those I help brings me a great deal of satisfaction. ______27. I feel invigorated after working with those I help. ______28. I am frightened of things a person I helped has said or done to me. ______29. I experience troubling dreams similar to those of the people I help. ______30. I have happy thoughts about those I help and how I could help them. ______31. I have experienced intrusive thoughts of times with especially difficult people I help. ______32. I have suddenly and involuntarily recalled a frightening experience while working with a person I helped.

106 Appendix 2

______33. I am pre-occupied with more than one person I help. ______34. I am losing sleep over the traumatic experiences of a person I help. ______35. I have joyful feelings about how I can help the victims I work with. ______36. I think that I might have been “infected” by the traumatic stress of those I help. ______37. I think that I might be positively “inoculated” by the traumatic stress of those I help. ______38. I remind myself to be less concerned about the well-being of those I help. ______39. I have felt trapped by my work as a helper. ______40. I have a sense of hopelessness associated with working with those I help. ______41. I have felt “on edge” about various things. I attribute this to working with certain people I help. ______42. I wish that I could avoid working with some people I help. ______43. Some people I help are particularly enjoyable to work with. ______44. I have been in danger working with people I help. ______45. I feel that some people I help dislike me personally.

Items about being a helper and your helping environment ______46. I like my work as a helper. ______47. I feel like I have the tools and resources that I need to do my work as a helper. ______48. I have felt weak, tired and run down as a result of my work as a helper. ______49. I have felt depressed as a result of my work as a helper. ______50. I have thoughts that I am a “success” as a helper.

107 Appendix 2

______51. I am unsuccessful at separating helping from personal life. ______52. I enjoy my co-workers. ______53. I depend on my co-workers to help me when I need it. ______54. My co-workers can depend on me for help when they need it. ______55. I trust my co-workers. ______56. I feel little compassion toward most of my co-workers. ______57. I am pleased with how I am able to keep up with helping technology. ______58. I feel I am working more for the money/prestige than for personal fulfilment. ______59. Although I have to do paperwork that I don’t like, I still have time to work with those I help. ______60. I find it difficult separating my personal life from my helper life. ______61. I am pleased with how I am able to keep up with helping techniques and protocols. ______62. I have a sense of worthlessness/disillusionment/resentment associated with my role as helper. ______63. I have thoughts that I am a “failure” as a helper. ______64. I have thoughts that I am not succeeding at achieving my life goals. ______65. I have to deal with bureaucratic, unimportant tasks in my work as a helper. ______66. I plan to be a helper for a long time.

The scoring instructions are not included. The scoring that accompanies the scale is part of an ongoing research initiative. For information on the scoring, contact the Traumatology web site: http://www.fsu.edu/~trauma/ or Email: cfigley@ garnet.acns.fsu.edu (Stamm, 1995)

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