“We may not be one of the bigger players, but that makes it even more important that we provide proper support to our people. Because, you know, they really are our people.”
When the HR Director said this to me recently, it got me thinking: is Trust & Safety (T&S) really the responsibility of HR or the Chief People Officer? Let’s take a closer look.
A Brief History of Trust & Safety
The concept of Trust & Safety originated in the IT world. When public access to the internet surged in the 1990s, content moderation primarily revolved around enforcing community rules. Moderators would warn users or delete inappropriate text when necessary.
Fast forward to the 21st century, and content moderation has evolved into an overwhelming mission to keep the internet safe. This now encompasses not just words but also images, videos, audio, and more complex media. By 2024, the world is expected to generate nearly 150 zettabytes of data—a staggering number with 21 zeros—and not all of it is safe, funny, or innocent.
In the early 2000s, large Business Process Outsourcing (BPO) companies began offering content moderation services to social media giants. The rise of harmful and egregious content led to the establishment of dedicated T&S teams focused on the psychological safety and mental wellbeing of moderators tasked with confronting the worst parts of the internet.
Why HR Steps In
The T&S industry is now valued at around $20 billion and is projected to grow by 35–38% annually. For smaller BPOs, however, dedicated T&S departments are often absent. So, who takes over the responsibility?
As is often the case in organizational life, when everyone else steps back, HR steps up. It makes sense: HR serves as the bridge between the organization and its people. But how can HR professionals navigate the sensitive and complex world of T&S effectively?
The Three Roles HR Needs in a Partner
To succeed, HR teams need a strong partner who can expertly manage three key roles:
- Advisor: Helping HR navigate the complexities of psychological safety and wellbeing, including hiring, frameworks, governance models, and more.
- Solution Provider: Delivering world-class Trust & Safety solutions that protect the wellbeing of moderators daily and offer support during crises or escalations.
- Cost Optimizer: Ensuring excellent value for money to maintain company margins while delivering outsourced services that keep clients coming back.
When HR oversees T&S, it secures a seat at the table, contributing directly to client services and the company’s profitability. More importantly, HR becomes the connection point between the organization’s values, ethics, policies, governance, and workplace culture.
Why HR is Uniquely Positioned
HR’s role in Trust & Safety extends far beyond responding to crises—it’s about building a proactive and resilient foundation that supports both employees and the organization as a whole. Here’s how HR stands out in this critical area:
Facilitating Cross-Departmental Development and Enablement
HR is the glue that binds departments together. In Trust & Safety, HR plays a pivotal role in ensuring that all teams involved—whether operations, training, or compliance—are aligned and supported. By fostering collaboration, HR helps departments work more cohesively, ensuring that processes and policies are implemented effectively and consistently across the organization.
Navigating Employee Rights, Labor Laws, and Health & Safety Regulations
HR professionals bring a wealth of expertise in managing complex regulatory landscapes. Whether it’s adhering to local labor laws, ensuring compliance with international standards, or safeguarding employee rights, HR ensures the organization operates ethically and legally. In T&S, where the psychological toll on employees is significant, HR’s knowledge of health and safety regulations is indispensable in creating and maintaining safe working environments.
Leveraging Expertise in Resilience and Wellbeing
Resilience is more than just a buzzword—it’s a critical component of organizational stability and employee satisfaction. HR teams understand what makes a workforce resilient and are adept at implementing programs that enhance employee wellbeing, foster stability, and mitigate burnout. In the high-stress world of T&S, HR’s ability to design and deliver tailored resilience programs can make a transformative difference, ensuring that moderators are supported and able to perform their roles sustainably.
Driving a Culture of Care and Ethical Responsibility
HR is uniquely positioned to champion the organization’s values and ensure they are reflected in every aspect of the T&S function. By embedding ethical practices into hiring, training, and operational frameworks, HR helps create a culture of care that prioritizes employee wellbeing without compromising operational effectiveness.
Serving as a Bridge Between People and Policy
In many organizations, HR acts as the mediator between the workforce and leadership. In the context of T&S, HR is instrumental in translating high-level policies into actionable support for employees, ensuring that both organizational goals and individual needs are met.
By combining these capabilities, HR not only contributes to a robust Trust & Safety framework but also reinforces its role as a strategic partner in driving organizational success. With the right tools and support, HR can lead the charge in fostering a safer, more resilient workplace for all.
Conclusion
In today’s fast-paced and ever-evolving digital landscape, Trust & Safety is no longer a luxury—it’s a necessity. For smaller BPOs, where dedicated T&S teams may not yet exist, HR is uniquely positioned to step in and bridge the gap. With the right partner, HR can not only manage this responsibility effectively but also elevate its role within the organization, aligning with core values and contributing directly to business success.
The key lies in collaboration. A strong, experienced partner can help HR navigate the complexities of T&S, deliver exceptional solutions, and maintain cost efficiency—all while ensuring the psychological safety and wellbeing of content moderators. Together, HR and their partner can build a culture of resilience, ethical responsibility, and trust.
At the end of the day, HR’s involvement in T&S isn’t just about keeping the wheels turning—it’s about creating a workplace where employees thrive, clients are satisfied, and the organization flourishes. Trust & Safety is more than a task—it’s an opportunity for HR to lead the way.
