Practices for Supporting People Affected by Domestic and Family Violence

Working with people affected by domestic and family violence can have negative impacts on workers, so it is important for you to look after yourself and use any support processes provided by your employer. If you fail to do this, the quality of your work will likely decline, meaning your clients will not be receiving the quality of care they require.

The effects of witnessing traumatic events or hearing traumatic stories and empathising with people can affect your own physical, mental and emotional wellbeing to the extent that you can experience signs of trauma yourself. This is called ‘vicarious trauma’. Signs of Vicarious Trauma. Prolonged stress arising from vicarious trauma can lead to burnout, which is becoming physically and psychologically exhausted. Being aware of and identifying signs of vicarious trauma is one measure you can take to prevent this.

Many signs of vicarious trauma reflect the symptoms of experiencing trauma directly and can include:

• Feelings of fear, anxiety and anger
• Sleep disturbances
• Withdrawal and social isolation
• A feeling of losing your identity
• Decreased enjoyment of daily activities
• Problems managing your personal boundaries
• Feeling responsible for what happens to your clients
• Feeling an increased need to control events
• Invasive thoughts about your clients’ situations and emotions
• Having trouble ‘switching off’ or taking on longer work hours

Vicarious trauma is a work health and safety (WHS) issue, and your employer has a responsibility under WHS legislation to provide workers with safe work environments.

There are several ways that stress, vicarious trauma and potential burnout can be addressed, including debriefing after an incident and employing self-care and stress management.

Debriefing After an Incident

Talking to someone who understands the situation is a key strategy for dealing with stress and trauma. Many community service organisations have debriefing processes to support staff after incidents and stressful situations. Debriefing gives everyone affected a chance to 'get it off their chest' and share responses, feelings and thoughts about what happened. It also provides opportunities to share information about issues and problems, and improve work practices, systems and procedures.

Debriefing is usually done with the group of workers involved in the incident or situation and should be facilitated by someone with expertise in counselling or other relevant areas. It can also be done on an individual basis, sometimes between worker and supervisor, but it is important to remember that debriefing is primarily a support process, not an aspect of performance management.

Self-Care and Stress Management

As a worker in any area of community service, you will need to develop good stress management skills and strategies. Self-care is essential for all community service workers - if you cannot care for yourself, how will you be able to care for your clients?

Self-care includes any strategies or activities that improve your ability to deal with stress, manage your health and well-being (physical and mental), and work effectively. The activities and strategies that work depend on the individual. Find some things that work for you, and make sure that you build time for these activities into your routines.

You can also model and share self-care strategies with your clients. Helping them to develop their own self-care strategies is an excellent way to provide support.

Explore the following links to learn more about self-care:

• ‘Self-Care Planning for Health Workers’ from the Black Dog Institute
• ‘How to Practise Self-Care: 10+ Worksheets and 12 Ideas’ from Positive Psychology

Other Supports for Workers

Many organisations provide their workers with access to an employee well-being program that might include counselling services. If you find that you are becoming seriously affected by your work, take advantage of the programs your organisation offers. If you find that your work is having a negative effect on you, also discuss this with your supervisor.

Many organisations use teamwork to help ‘spread the load’ and provide internal support to their workers.

While there can be some conflicts and difficulties working as a team, generally, this model is effective for alleviating stress in most community service sectors.

Developing your own network of supportive peers and colleagues is another effective strategy.

Prioritise the physical and emotional safety of workers

1. Establish Boundaries:

Encourage workers to establish clear boundaries in their interactions with clients and to prioritize their own safety and well-being. Empower workers to set limits on the level of risk they are willing to manage and to seek assistance or support when needed.

2. Regular Check-Ins: Schedule regular check-ins with workers to assess their well-being and provide ongoing support and supervision. Encourage open communication and create a culture where workers feel comfortable sharing concerns or seeking help when needed.

3. Collaborative Approach: Foster a collaborative approach among workers, encouraging teamwork and communication to support each other in managing challenging situations. Encourage workers to share resources, strategies, and best practices for supporting clients and prioritizing safety.

4. Risk Assessment: Conduct regular risk assessments to identify potential hazards and risks to workers' safety and well-being. Develop safety protocols and procedures to address these risks effectively and ensure workers are prepared to respond to emergencies.

5. Training and Education: Provide comprehensive training and education to workers on recognizing signs of domestic violence, understanding the impact of trauma, and implementing safety protocols. Equip workers with the knowledge and skills they need to effectively support clients like Dianne while prioritizing their own safety.

Self-care plan

Re-read the information about self-care in this Learner Guide and visit the following link:

‘A Guide to Self-Care’ from Life in Mind

Now, draft your own self-care plan. Consider the following questions:

• What factors in your life cause you stress? Why are they sources of stress?
• How do you know when you are stressed? What changes in your behaviour, thoughts and feelings do you notice?
• What has worked for you in the past to manage stress? What makes you feel better?
• How do you manage stress in the moment? How effective are you when doing this?
• What new strategies for self-care could you try?

Implement your self-care plan, and after trying it out for a couple of weeks, evaluate it:

• Have you noticed any changes in your stress levels or ability to manage stress?
• What do you think is working for you? Why?
• What is not working for you? Why?
• What other methods or activities could you try?

Wherever you work in community services, you will need excellent interpersonal communication skills.

In responding to people affected by domestic and family violence, you will need effective communication skills to engage with clients, identify clients’ needs and goals, conduct interviews, negotiate with clients and other services, respect diversity, identify local community factors and write reports and referrals.

Engaging With Clients

Engagement involves capturing a person’s interest and, in the context of supporting people affected by DFV, encouraging them to accept help. It is also about establishing a relationship and maintaining the person’s interest and motivation to continue to seek or accept help. To do this, you need active listening skills, questioning and rapport building skills.

You also need to emphasise that you are concerned about the person, you are there to help, you are not trying to ‘take over’ and tell them what to do, and they have choices and are in control.

Questioning techniques

To effectively gather information and understand a client's situation, use a variety of questioning techniques. Start with open-ended questions, such as, "Can you tell me more about what brought you here today?" This encourages the client to share their experiences and feelings in their own words, providing a fuller picture of their situation. Follow up with clarifying questions, for example, "You mentioned that your husband is very controlling in nature. Can you give me some examples of what he says?" to gain a clearer understanding of specific behaviors and their impact. Use probing questions like, "What are your main concerns for your safety right now?" to delve deeper into the client's primary worries and priorities, helping to tailor the support offered to their needs.

Active Listening Skills

 

Active listening is using communication to show that you are interested, engaged and paying attention to the other person. You can do this by using attentive body language and non-verbal communication (e.g. giving appropriate eye contact, facing the person, avoiding distractions, not interrupting); asking open questions to seek further information; repeating or rephrasing information to check that you have understood it correctly; and acknowledging the other person’s feelings. Use a calm, friendly tone of voice, and avoid conveying judgments about the person or their situation.

Showing Empathy

Use Empathetic Statements: Express genuine concern for the client’s situation using empathetic statements. For example, "I'm so sorry to hear what you’ve been going through. It must be very difficult for you."

Maintain a Warm and Caring Tone: Ensure your tone is warm and caring throughout the conversation, so the client feels understood and supported.

Non-Verbal Communication

Use Appropriate Body Language: Show that you are fully engaged in the conversation by nodding and maintaining eye contact.

Maintain an Open and Relaxed Posture: Create a welcoming and non-threatening atmosphere with an open and relaxed posture.

Reflective Listening

Repeat Key Points: Confirm your understanding and show attentiveness by repeating back key points. For example, "It sounds like you’re very concerned about the situation."

Use Reflective Statements: Help the client elaborate on their feelings and experiences with reflective statements, such as, "You mentioned feeling afraid—can you tell me more about that?"

Clarifying Questions

Ask Clarifying Questions: Ensure you fully understand the client’s situation and concerns by asking clarifying questions. For instance, "Can you tell me more about what happened?"

Explore the Support Network: Inquire about the client’s support network to understand potential avenues for support.

Validating Feelings

Acknowledge and Validate Emotions: Validate the client’s emotions by acknowledging their feelings. For example, "It’s completely understandable to feel anxious and unsure about what to do next." Reassure the Client: Help the client feel secure in sharing by reassuring them that their feelings and concerns are valid and important.

Providing Support and Information

Provide Clear Information: Offer clear and concise information about the available services and support, ensuring the client understands all options.

Empower the Client: Reassure the client that you will work together at their pace and that they have control over decisions and next steps.

Empathy and Rapport

‘Rapport’ is a word often used in community service work. It is difficult to define clearly, but rapport essentially means ‘being on the same wavelength’ as someone else so that you and the other person feel you share an understanding and are able to communicate openly and well. Using active listening skills helps to build rapport with a person and show empathy for them and their situation.

Empathy is not the same as pity – empathy is ‘feeling with’, not ‘feeling sorry for’, someone. Empathy comes from a position of equality and respect. Pity often comes from a position of superiority.

Avoid making judgmental statements. Even saying something to try to show that you understand and empathise such as ‘That’s terrible!’ or ‘You poor thing!’ conveys a judgment. Instead, try using phrases such as ‘I can see how angry/afraid/upset you are’ or ‘So that must have been really frightening/scary/painful for you’.

Do not be afraid to ask ‘Are you okay?’, and do not be afraid to encourage the person to express their feelings. If the person shows anger, do not take it personally.

Allow the person to tell the story in their own words. Ask questions to clarify but avoid interrupting. Use interjections, or ‘encouraging noises’ (‘uh huh’, ‘mmm’), to prompt them to keep talking.

To build rapport effectively with clients, start the conversation by establishing trust, for example, by saying, "I'm here to help you, and everything you share with me is confidential unless you are at risk of immediate harm." This helps create a safe environment where the client feels comfortable sharing sensitive information. Show empathy during the conversation, such as, "It must be incredibly tough to deal with this situation, especially when you are unable to contact your friends or family," to demonstrate genuine concern for the client's well-being and to build a connection based on understanding and compassion. Always be non-judgmental, for instance, "It's understandable that you are unsure of what to do next. We can explore ways to keep you safe," to respect the client's decisions and circumstances, ensuring they do not feel judged or pressured. Provide consistent support, such as, "Remember, you can always come back here if you need more support or just someone to talk to," to assure the client that support is ongoing, fostering a sense of security and reliability.

Barriers:

 

Barriers to engagement, rapport, and trust can include:

• Distrust of the service or agency
• History of refusing to seek help
• A belief that seeking help shows weakness or lack of control
• Complex factors that limit the person’s ability to make informed decisions about services (e.g. drug or alcohol use, mental illness, family responsibilities, homelessness, chaotic daily routines)
• Hostility towards accepting help from a family member or friend
• Past bad experiences with seeking or accepting help
• Despair and hopelessness

Communication barriers include:

• Differences in language, culture, beliefs, and values
• Communication impairments or disabilities
• Emotional and psychological barriers to talking about their situation
• Severe distress or fear

Visit the following link to learn more about barriers to engagement:

Barriers and Strategies to Engaging Clients: Youth on Track Guidelines by the New South Wales Government

Identifying a Client’s Needs and Goals

When you work with a client to help them identify their service needs and goals, you will need to use active listening skills.

Open and Closed Questions

Open questions allow a person to describe what happened. For example, ‘What did you do on Saturday?’ opens the conversation to let the person describe what they did. Closed questions limit the possible responses. For example, ‘Did you go to the footie on Saturday?’ is a closed question with a yes/no response. Use open questions to elicit information and help the person tell their story. Use closed questions to check that you have understood information. If you are not sure that you have understood something your client tells you, try rephrasing and repeating the information and asking ‘Is that right?’

Providing Information

An important aspect of helping clients to identify their own needs and choose their own goals is to provide accurate information about what services and supports are available to them so that they can make informed choices and decisions. Match the way you communicate this information to the client’s communication needs. For example, if the client has limited literacy skills, provide information verbally. If the client’s first language is not English, provide written information in the client’s own language or consider using an interpreter. If the client has a communication impairment – for example, the client is deaf – use alternative communication strategies such as providing written information or using a sign language interpreter.

Offering Opportunities for the Client to Make Choices and Decisions

Except in situations where a person’s immediate safety is at risk, it is good practice to offer your client opportunities to make choices and decisions about what their goals are, what actions to take and what services would best meet their needs. This aligns with a person-centred, rights-based approach and helps to empower the person to take more control over their situation. This is particularly important because people experiencing domestic and family violence often feel powerless and lack self-esteem and confidence.

Conducting Interviews

At some point in your engagement with a person suffering from DFV, you will probably need to conduct an interview. An interview is simply a relatively formal question-and-answer exchange intended to collect and provide or share information. Interviews can be used to assess a situation and identify needs; explain services, roles, rights and responsibilities; and make plans for and negotiate agreements about further actions and services.

Negotiating With Clients and Other Services

Negotiation is a form of bargaining. Negotiation involves two or more people finding an acceptable solution to a shared problem and is often used to resolve conflicts. You can also use negotiation when you work with your client to identify their needs and set goals. Key principles for effective negotiation:

• Treat the person with respect.
• Follow ethical principles including honesty and reliability (never promise what you cannot deliver).
• Separate the person from the issue or problem. Be non-judgmental and focus on facts, not personalities.
• Keep your own emotions under control.
• Try to see things from the other person’s point of view.
• Use active listening – listen before you talk.
• Explore all the available options.
• Take a collaborative approach: Offer opportunities for the client to make decisions and choices, and respect their perceptions, goals and wishes.
• Empower the person by providing clear information.
• Use problem-solving techniques.
• Strive for a win–win approach if there is conflict.

Respecting Diversity

Domestic and family violence affects people from all walks of life, cultures, ages and backgrounds, so it is very important to acknowledge, respect and address these diversities. Respecting diversity does not mean that you must accept violent behaviour because of differences in values, beliefs, culture or other factors – domestic and family violence is always unacceptable. However, it does mean that you must be aware of such differences and how they might affect the person’s perception of their situation and their responses to it. Being aware of diversity is also important in adjusting your approaches and communication to match the person’s communication needs. For example, if the person has a hearing impairment, use communication strategies to accommodate this. If the person’s first language is other than English, consider providing information in their first language or using an interpreter. If the person’s cultural beliefs about, for example, gender roles are different from your own, take this into account.

Identifying Local Community Factors

Domestic and family violence takes place within the person’s own community, so it is important to address characteristics of the community that might affect beliefs, attitudes and perceptions of the person’s situation, and how supports can be provided. It has been noted that domestic and family violence seems to be more prevalent in rural and remote areas, so where the person lives, the size and nature of the local community, and the availability of services and resources are all important factors. For example, it might be more difficult to maintain confidentiality in a small, close-knit community where everyone knows each other. This might make it more difficult to make sure the perpetrator does not have easy access to the person’s whereabouts. Community culture, religion or sets of values and beliefs will be significant factors in how supports can be provided.

Writing Reports and Referrals

Writing clear, accurate, objective reports and referrals is an essential skill for all areas of community services work. Objective information is information about facts and can be checked for accuracy. It includes descriptions and measurements, and what happened, where, when and how often. Subjective information includes thoughts, assumptions, feelings and interpretations of what happened. Subjective statements usually imply a judgment of some kind. Writing subjectively can be a useful form of shorthand. For example, it is quicker and easier to say ‘Mary was sad’ than it is to describe all the things Mary did to show she was sad, but when writing professional reports, you must always include your evidence to back up any subjective statements that you make.

In Australia, the field of domestic and family violence (DFV) operates within a framework of established procedures, practices, and standards designed to provide comprehensive support and protection for individuals experiencing abuse. Organizations dedicated to addressing DFV adhere to national and state guidelines, ensuring a standardized approach to service delivery that prioritizes safety, empowerment, and holistic care. These frameworks are underpinned by a commitment to trauma-informed care, cultural sensitivity, and the recognition of the pervasive and complex nature of domestic violence. By implementing structured assessment processes, effective resource allocation, coordinated case management, and evidence-based interventions, these organizations aim to address the immediate and long-term needs of survivors. Additionally, robust referral systems and consistent adherence to ethical standards are crucial in maintaining the integrity and effectiveness of DFV services across Australia. This comprehensive approach ensures that support services are accessible, equitable, and responsive to the diverse needs of all individuals affected by domestic and family violence.

Lets look at some common procedures, practices and standards for:

Client Assessment and Safety Planning

Procedures:

• Conduct comprehensive intake interviews.
• Screen for co-occurring issues.
• Utilize standardized assessment tools to evaluate the severity and frequency of abuse.
• Use trauma-informed approaches to ensure cultural competence.
• Assess the client's support network.

Practices:

• Utilize standardized assessment tools to ensure consistency and accuracy.
• Use assessment tools to identify risks, vulnerabilities, and client strengths, considering cultural sensitivity and trauma-informed practices.
• Collaborate with other professionals, such as social workers and psychologists, to gather comprehensive information and ensure holistic support.

Standards:

• Adhere to ethical guidelines and cultural sensitivity in the assessment process.
• Follow national and state guidelines for client assessment in domestic and family violence situations, ensuring consistency and effectiveness.

Allocation of Services

Procedures:

• Prioritize services based on risk assessment.
• Collaborate with partner organizations and community agencies.
• Provide ongoing training and professional development for staff. Advocate for increased funding and resources.
• Establish regular communication channels with clients.

Practices:

• Collaborate with a multidisciplinary team to assess client needs comprehensively.
• Regularly review and adjust service allocation based on changing circumstances and needs, focusing on prioritizing high-risk situations.
• Implement case conferences or multidisciplinary meetings to discuss complex cases and coordinate services effectively across different agencies.

Standards:

• Ensure equitable access to services regardless of demographic factors.
• Consistently apply allocation criteria, in line with best practices and legal requirements, to ensure a standardized and impartial approach to service distribution.

Case Management

Procedures:

• Develop individualized safety plans. Collaborate with other professionals involved in the client's care.
• Establish regular communication channels with clients.
• Provide ongoing monitoring and follow-up. Advocate for clients' rights and safety in legal proceedings.

Practices:

• Thoroughly assess individual needs and safety concerns, developing personalized safety plans considering cultural factors.
• Recognize and respond sensitively to trauma impacts, focusing on empowerment, choice, and collaboration.
• Identify and build upon clients' strengths and resources, empowering them to identify goals and solutions.
• Provide ongoing support and monitoring, facilitating transitions between services and systems.

Standards:

• Align organizational standards with state and territory legislation and policies for domestic and family violence service delivery, including case management provisions.
• Consider professional codes of practice from bodies like AASW and APS, emphasizing client confidentiality, cultural competence, and client-centered practice.
• Develop internal policies based on national, state, and organizational frameworks to guide case management practices.

Interviewing

Procedures:

• Create a safe and non-threatening environment.
• Use trauma-informed approaches.
• Validate clients' experiences and emotions.
• Conduct interviews with sensitivity and empathy.
• Provide ongoing supervision and support for staff.

Practices:

• Ensure a trauma-informed approach that provides a safe, non-judgmental environment.
• Prioritize safety and confidentiality throughout the interview process.
• Empower victims to make choices about their safety and well-being.
• Practice cultural sensitivity and inclusivity in interviews.
• Utilize active listening to understand the victim's experiences and needs.
• Validate emotions and provide emotional support.

Standards:

• Consistently apply ethical standards, ensuring interviews are conducted within legal and privacy frameworks, respecting the autonomy and confidentiality of clients.
• Provide information in accessible formats and languages, ensuring clients understand their rights, options, and available services.

Use of Resources

Procedures:

• Regularly evaluate resource allocation strategies.
• Ensure efficient and equitable distribution of resources.
• Develop partnerships to secure donations and in-kind support. Incorporate feedback from clients and staff to optimize resource utilization.
• Maintain up-to-date inventories of available resources and services.

Practices:

• Prioritize critical services such as emergency accommodation, counseling, legal assistance, and advocacy to meet diverse needs effectively.
• Forge alliances with community organizations, government agencies, and businesses to leverage additional resources and reduce duplication of services.
• Regularly assess the effectiveness of programs and services, identifying areas for improvement, and reallocating resources as needed.
• Involve survivors in decision-making processes and solicit feedback to ensure services are responsive to their needs and preferences.
• Invest in staff training and development to enhance skills in resource management, including budgeting, grant writing, and fundraising.

Standards:

• Adhere to budgetary constraints while ensuring adequate allocation to essential services.
• Ensure transparent and accountable processes for resource allocation and expenditure.
• Regularly monitor and evaluate resource utilization to optimize effectiveness and efficiency.
• Comply with legal and regulatory requirements regarding the management and reporting of funds.
• Continuously improve resource management practices and adapt to evolving needs and challenges.

Programmed Intervention

Procedures:

• Offer a variety of therapeutic modalities tailored to client needs.
• Incorporate evidence-based interventions such as cognitive-behavioral therapy and mindfulness-based approaches.
• Provide structured programs such as group therapy and support groups.
• Regularly evaluate the effectiveness of interventions through monitoring and feedback.
• Foster empowerment and healing through structured interventions aimed at promoting resilience and recovery.

Practices:

• Implement evidence-based interventions such as counseling, trauma-informed care, and safety planning tailored to the needs of survivors.
• Provide structured programs such as group therapy, support groups, and skill-building workshops to address various aspects of domestic violence.
• Collaborate with multidisciplinary teams, including social workers, psychologists, legal advocates, and healthcare professionals, to offer comprehensive support.
• Engage in ongoing monitoring and evaluation of intervention programs to assess effectiveness, identify areas for improvement, and ensure alignment with best practices.

Standards:

• Comply with national and state legislation and policies related to domestic and family violence intervention.
• Adhere to evidence-based practices and guidelines in domestic and family violence intervention, as recommended by relevant professional bodies and government agencies.
• Implement comprehensive and culturally sensitive intervention programs that address the diverse needs of survivors and their families.
• Provide regular training and professional development for staff involved in domestic and family violence intervention, ensuring they have the necessary skills and knowledge to deliver effective support.

Referral

Procedures:

• Establish clear referral pathways with external agencies.
• Train staff on referral procedures and protocols.
• Provide clients with information and options for self-referral.
• Maintain communication with external agencies to ensure seamless coordination of care.
• Regularly review and update referral processes to enhance efficiency and effectiveness.

Practices:

• Establish rapport with local domestic violence support services, law enforcement agencies, healthcare providers, and community organizations.
• Train staff on recognizing signs of domestic and family violence and appropriate protocols for referring individuals to specialized services.
• Collaborate with community partners to develop comprehensive referral networks and ensure timely access to support for survivors.
• Maintain confidentiality and sensitivity when making referrals, respecting the autonomy and preferences of survivors.

Standards:

• Adhere to confidentiality and privacy regulations to protect the safety and privacy of survivors during the referral process.
• Utilize standardized protocols and documentation procedures for recording and tracking referrals, ensuring accuracy and accountability.
• Regularly review and evaluate referral processes to identify gaps, improve efficiency, and enhance coordination with external service providers.

Confidentiality and Privacy Standard:

• Maintain the confidentiality and privacy of all client information.
• Procedure: Ensured to take client consent before commencing the role play. Informed the clients that all personal and sensitive information are only shared with authorized personnel or agencies when necessary and with the client's consent. Followed organisation policies and procedures to always maintain client confidentiality.

Documentation Standard:

• Accurately document all interactions, assessments, and actions taken.
• Procedure: Maintained detailed records of all client interactions, risk assessments, safety plans, referrals, and follow-ups. Ensured that the documents completed were factual, clear, and timely, ensuring it can be used to support the client’s case if needed.