The Effects of Secondary Traumatic Stress of Agency Employees on Clients

Background and Purpose: This research was part of a program evaluation conducted at a social service agency to assess the level of trauma-informed care at the agency, as well as to assess for the possibility of secondary traumatic stress (STS) and its effects on employees and clients. In terms of the symptoms of post-traumatic stress disorder, STS presents almost identically to first-hand exposure to trauma (Bride & Jones, 2006).

Methods: Quantitative instruments included the Secondary Traumatic Stress Scale (STSS) and the Professional Quality of Life Measure (ProQol) which were administered to all 40 personnel including administrators, direct care staff, and ancillary personnel. Linear regression was used to analyze the data.

Hypothesis 1:  Total score on the STSS predicts compassion for the client, as well as burnout for the employee, both as measured by the ProQol. Analyses suggest a negative relationship between secondary traumatic stress (STS) and compassion scores, B= -.244, p=.001, R² = .261; as STS increased, compassion for clients decreased. Analyses suggest a positive relationship between secondary traumatic stress and burnout scores, B= .345, p=.001, R² = .642; as STS increased, so did employee burnout.

Hypothesis 2:  Intrusion symptoms of STS predict compassion for the client and burnout of the employee. Analyses suggest a negative relationship between intrusion due to STS and compassion scores, B= -.493, p=.048, R² = .099; as intrusion symptoms of STS increase, compassion for clients decreased. Analyses suggest a positive relationship between intrusion due to STS and compassion scores, B= .923, p=.001, R² = .428; as intrusion symptoms for employees increased, so did their burnout symptoms.

Hypothesis 3:  Avoidance symptoms of STS predict compassion for the client and burnout of the employee. Analyses suggest a negative relationship between avoidance due to STS and compassion scores, B= -.617, p=.001, R² = .332; as agency employees’ avoidance symptoms increased, compassion for clients decreased. Analyses suggest a positive relationship between avoidance due to STS and compassion scores, B= .766, p=.001, R² = .633; as agency employees’ avoidance symptoms increased, so did their burnout symptoms.

Hypothesis 4:  Arousal symptoms of STS predict compassion for the client and burnout of the employee. Analyses suggest a negative relationship between arousal due to STS and compassion scores, B= -.705, p=.002, R² = .233; as agency employees’ arousal symptoms increased, their compassion for clients decreased. Analyses suggest a positive relationship between arousal due to STS and compassion scores, B= .992, p=.001, R² = .568; as agency employees’ arousal symptoms due to secondary traumatic stress increased, so did their burnout symptoms.

Conclusions and Implications: Secondary traumatic stress can have a significant impact on not only the quality of social service employees’ work life, but also a direct effect on their relationship with their clients. Becoming trauma informed can ensure that the work environment and interpersonal relations are conducted in a trauma informed manner reducing risk for STS. Ongoing training and supervision for all personnel is essential to avoid the risk of their experiencing trauma symptoms and burnout with subsequent negative consequences for clients.