Trauma informed practices for responding to difficult situations (WEBINAR)

15 December 2022
1:00pm – 2:00pm
Online, Zoom,
A webinar launch of NADA's new practice resource 

This webinar launches a new trauma informed practice guide to support non-government community and health workers in providing services that are safe places for consumers, their support networks, and staff. It will explore practical tips and strategies for responding to difficult situations using a trauma informed, person centered and strengths based approach. 

Difficult situations in the context of service delivery can occur when a person accessing a service presents with behaviors that appear to be 'challenging' or 'concerning'. Difficult situations can arise when a consumer accessing a service is feeling frustrated, anxious, threatened or confused, or they are in a situation that triggers memories of past trauma. 

The event will provide: 
  • An overview of important elements that support the resource, 
  • practical trauma informed strategies to respond to difficult situations, and 
  • a chance to hear from consumers and workers from non government services about best practice for providing safe services. 

Panel Moderator: 
Michelle Ridley (Clinical Program Manager, NADA)

Sarah Etter (Clinical Director, NADA)
Kevin Street (Consumer Representative): Kevin is currently a member of several consumer advisory groups (CAG) and committees, including for NADA, Kirketon Road Centre, the Medically Supervised Injecting Centre (MSIC). He is a volunteer with the Uniting Fair Treatment campaign and is supporting the development of training modules for AOD nursing students with University of Technology Sydney. 

More panelists to be advised. 

About the resource: 
Over recent years, particularly as a result of the COVID-19 pandemic and environmental disasters such as bushfires and floods, the demand for support and services from the non-government sector has increased. in Australia, some service providers (e.g. housing, domestic and family violence, alcohol and other drugs, children and youth) have experienced an increase in complexity and need, with people presenting for support with multiple issues. Some practitioners have reported also needing to respond to an increase in difficult situations in the context of delivering services. 

This practice resource provide information and practical tips for frontline workers across the non government sector, for responding to difficult situations using a trauma informed, person centered and strengths based approach. The resource discusses the impacts of trauma and how this affects people's responses to situations. It also provides practical strategies for reducing the likelihood of a difficult situation occurring within a service. 

The resource and workshops are supported by funding through the Social Sector Transformation Funds from the Department of Communities and Justice (DCJ) via the Australian Communities Workers Association (ACWA). 

For more information, please contact Michelle Ridley at or on (02) 8113 1306

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