Trust and Safety

Trust & Safety teams provide vital services. They are often responsible for investigating and responding to serious allegations involving network members and customers or users (such as robbery, assault, and abuse). They are also tasked with mitigating and responding to fraud, harassment, and offensive content.

This work can be rewarding, but it is also inherently stressful. Trust & Safety staff are routinely exposed to graphic and distressing content and challenging conversations. Their responsibilities often include making difficult, high-stakes decisions.

The pressures of the role and the pace of the work threaten the health and wellbeing of staff. They contribute to high vicarious trauma and burnout rates. These experiences, in turn, contribute to high turnover rates, decreased employee engagement, and have other negative impacts on team culture and functioning.

Trust and Safety teams can benefit from specialized support that helps mitigate the unusual pressures they encounter in their work.