Responding to Complaints using a Trauma-Informed Approach
As investigators, we often find ourselves responding to tumultuous situations, but we are not the only ones. Most of the time, a complaint is filed before an investigation begins. Sometimes complaints are filed in writing, but many times a complaint is first raised verbally, to a trusted individual, such as a supervisor, a human resources staff member, a teacher, a principal or other administrative staff. How the complaint is addressed in that moment can affect the entire complaint resolution process. This is especially true when a traumatic event is at the root of the complaint.
What is a traumatic event?
A traumatic event is (1) an unforeseen event that cannot be anticipated or controlled (2) that initiates a “fight, flight, freeze, or fawn” response.
Traumatic events influence how the brain forms memories. As a result, memories may be fragmented and disjointed, creating gaps in the memory. The brain may fill in “gaps” to make sense of what happened. This can result in missing details or shifting memories. It also often results in feelings of self-blame, whether it is over not being able to remember what happened or not responding differently.
What does trauma look like?
Trauma can manifest in many different ways. After a traumatic event, someone may appear: agitated, disinterested, distracted, bland, flat, apprehensive, hypervigilant, cheerful (“masking” with a positive attitude), irritable, angry, anxious, ashamed, or tearful.
Since trauma is displayed in so many different manners, it can be difficult to gauge when someone has experienced trauma. But, using a trauma-informed approach can be advantageous, even in situations that do not involve trauma.
How can you respond in a trauma-informed manner?
Be transparent.
Explain the process, what you are going to do with the information they have given you, and what they can expect to happen next.
Give the opportunity for questions and answer to the best of your ability.
Do not make promises you cannot keep. For example, guaranteeing that the complaint will remain confidential or anonymous if it will not be.
Give as much control as you can.
Provide options on when and how to communicate about the matter.
Give the option to take a break and reconvene later.
Show appreciation and express empathy in a neutral way.
Express appreciation for their openness: “Thank you for sharing this with me” or “I appreciate you bringing this to my attention.”
Show empathy without expressing affirmation, for example: “I understand this is difficult to talk about.”
Share resources and encourage utilization of support systems.
Seek to understand and avoid asking questions or making comments that impose judgement.
Express interest and try to understand the entirety of the situation.
Ask open ended questions and ask follow up questions to get more details, if they are available.
Avoid asking “why?” as this imposes judgement that something different should have been done, and those who have experienced trauma are likely to be experiencing self-blame as it is. Instead, try rephrasing it to “help me understand…” or “what lead up to that decision?” as it removes judgement from the question. For example, asking “Why didn’t you just leave and tell someone immediately?” tells the person you think they did not respond appropriately and/or they are not being truthful. Try asking “Help me understand if you thought about leaving” or “Help me understand your thoughts about telling someone else.”
Be patient.
Meet them where they are – do not press for specific details if the memory is not there. Remember, it can be difficult for memories to come to the surface after a traumatic event.
Allow for pauses and provide various contact methods and encourage follow up if anything else comes to mind.
Gather as much information as you can and note where gaps exist so you can follow up at a later time or seek the information elsewhere.
Trauma-Informed Investigations
If an investigation involving a traumatic event is warranted, it is important to hire an investigator that is familiar with trauma-informed approaches. This will allow for the most reliable information to be gathered throughout the investigation while minimizing disruption. An investigator with specialized training in trauma-informed interventions will be able to use their expertise to navigate the situation.
