Introduction

Following the publication of Inclusion’s Trauma-Informed Practice Guidance, our services are committed to embed the principles. In this article, Matt, an Administrator from our West Midlands Gambling Harms Clinic, discusses his experiences while adapting to working in a trauma-informed way.

Matt’s Story

This story is about the people that I have interacted with over the last few months, and how these experiences invite me to reflect and enhance the importance of having a trauma-informed approach in place, no matter what role we play in individuals’ journeys.

As an Administrator for Inclusion’s West Midlands Gambling Harms Clinic, I am the first point of contact for the service and potentially the first person people may communicate their gambling harms with. I process online referrals and review what our service users have written in their notes – these can be wide-ranging. I am always on the lookout for what support is necessary, as well as identifying any risk. If risk is identified, we have processes in place and help is then contacted as a matter of urgency.

For gambling harms treatment and support, it is important to offer support as soon as possible and invite people to book an appointment that is convenient for them. In some cases, this requires a telephone call to book them in. People tend to call the service with questions, queries, asking to view the treatment plan or call because they are in crisis and need urgent support.

Being trauma-informed means I take my time to listen and understand how someone might be feeling at the time, pick up on how they are, ensuring that I ask if they have questions on the process and what is likely to happen. This helps to reduce any anxiety of reaching out for help and support, which can be a difficult time and may contain many possibilities to evoke shame and some of the felt stigma.

People sometimes call to reschedule their appointments and are very apologetic. I take the time to listen to what they have to say and relay that “these things happen, let’s see what alternative date/time we have”. People tend to be happy and appreciative that we understand and can help support them, again avoiding triggering shame or any other difficult re-experiences.

I have had a couple of instances where service users have called to request to be discharged from the service. During our call, I will find ways to create space to ensure this is not a reactive decision, as unforeseen events can happen in people’s lives. I mention the alternative treatment options we have that might be a better fit for them, and that I will ask a therapist to get in contact. The tone and mood can change during the call and I felt that they were more positive – reassuring them that we are here to support them.

Being trauma-informed has increased my ability to be more empathetic and more confident in advising people that there might be alternative options they can access to support them. It also helps me look after my own health and wellbeing, as being curious about what might be happening for others and in the space between us helps me approach my work more openly.