About this Webinar

Date: Thursday, 28th of November, 4:00pm GMT
Speakers: Dr. Pamela Lennon, Senior Wellbeing Consultant and Laura Vannicola, Clinical Programme Lead at Zevo Health

This webinar will explore some of the role-dependant challenges of Trust and Safety work. Moderators, for example, may often experience higher workloads, or rigorous performance standards and with greater exposure to graphic content. The consequence may include hypervigilance, emotional overload, or detachment as coping strategies to do their work. While support functions such as Policy, Escalations or QA may experience cognitive overload and fatigue navigating high volumes text, or increased stress due to low job control relying on external support from other departments, law enforcement and sometimes even dealing with the ‘worst-case’ egregious cases. Also, people leaders need top management skills to support their teams wellbeing, so they can understand not only the risks but also how best to support their teams and themselves when incidents and escalations do occur. Any of these roles can also be at risk of distorted worldviews viewing the dark side of humanity on a daily basis.

This webinar will be helpful for anyone working in T&S, including HR and Leadership, to explore psychological and systemic interventions that help preserve mental and emotional integrity, from ensuring flexibility, recovery and reducing exposure to providing a holistic and tailored wellbeing program.

Key takeaways:

  • Wellbeing supports should be tailored to the needs of different roles in Trust and Safety.
  • Common challenges are experienced by moderators and it’s important to understand the type of support needed, dependant on industry (i.e. dating sites, gaming, social media).
  • The unique demands of working in support functions (i.e. Policy, Projects or QA).
  • How People Leaders can support themselves and their teams.
  • Key tips to support workers in all roles, from work design to specific psychological interventions.

Watch Below

Unknown speaker

Hello, everyone, and thank you for joining our webinar today on the topic of tailoring psychological support to different roles in trust and safety. And I’m joined today by Laura Vanacola. She’s the clinical program lead with Zivo Health.

Unknown speaker

Thanks for joining us, Laura. Hi, everyone. And myself, Dr. Pamela Lennon. So to kick off, Laura, firstly, what do you think are some of the main challenges that say content moderators working front line experience compares to other roles?

Unknown speaker

Well, it changed drastically between somebody that is new to the experience versus someone that an agent that has a tenured experience for someone that is new. The shock that impacts can cause quite a hard end, very high end response as anxiety, stress can be quite tough to adjust to the work life base.

Unknown speaker

And then, of course, kind of the content coming in different form. It could be the space, it could be video, it could be an audio. So even the format where the content arrives can impact in a completely different way.

Unknown speaker

So if at the beginning of the career, working in content moderation, that’s a very strong impact, very, very high end response, more than or itself as a completely different reaction. They might have learned coping strategies.

Unknown speaker

They might get more resilience to the content, but there are risks behind the corner. So they’re very likely to develop numbness, detachment, the motivation. Be desensitized, not just from the content that it might be, have to keep going with the work and managing the day-to-day task, but that is sent even to the personal life.

Unknown speaker

So both the initial or the tenured self are coming. a severe risk of dealing with the content. When we’re talking about content, it’s a general term, but it’s a little bit of everything and has very different shades and level of impact, of a graciousness, so we can start for something that is mildly inappropriate, a little bit disturbing, a little bit upsetting.

Unknown speaker

Going up to sensitivity, this is something that can be extremely disturbing, extremely impactful, a gracious content. So, of course, whatever they see as a strong impact, as I mentioned before, even the format, seeing something in a video format has a completely different impact than reading a text, a black chat, seeing something with vivid color.

Unknown speaker

It’s very different from seeing something in black and white. Seeing a video with a sound as… completely different in part that see a video without the sound, the way that arrive, the way that is absorbed and sort of change completely.

Unknown speaker

So working with content is extremely, extremely complex support in this kind of job. It’s crucial. However, this is one of the, especially this topic has been studied by Spanish in 2024 on the copy strategies and our content moderator react and reach out for supports.

Unknown speaker

And actually many content moderators struggle to look for support, especially social support that is absolutely needed. If at the beginning of the career, there’s a lot of stigma and not being able, not feeling appropriate for the job, not feeling they’re doing well, more tenured staff, might be more willing and inclined to maybe seek support to the co-worker, maybe to the team leader.

Unknown speaker

But even in these circumstances, the study show that actually the fear of being judged, especially for the fact that they have a long experience in content moderation, it’s very high and kind of get them resistance to really seek for support, seek for those kinds of resiliency and copy strategies that are essential in order to learn how to manage and content regulated during the job.

Unknown speaker

And the work culture has enormous influence on that ability to open up as well that I’ve seen. So if their organization is more open towards being honest about mental health and the impacts of their work and bringing in those supports, whereas I’ve seen on the other hand, content moderators have worked on other platforms where they had to be quiet and told if they can’t deal with this, they need to go this completely.

Unknown speaker

opposing, like not honoring the cognitive hard work, the emotional labour as well. So I think that’s where culture affects the attitudes of content moderators and stigma around mental health and how managers can support as well.

Unknown speaker

That’s interesting you were talking about new starts and tenured, more tenured employees as well, that they’ve different challenges I suppose. On one hand it’s you’ve started new, you want to do your best, you probably don’t want to put your hand up to go look I’m really struggling with this, whereas more tenured, they’ve got their coping skills, which may be humour, dissociation or whatever, but they’ve a different definite coping strategies.

Unknown speaker

And you know there are so many things that come in place and play a huge role in content moderation. It is not just the content, it’s very important to stay alive. Even your lifestyle, the way you work, as you mentioned, like the environment, the managerial side, the culture of the workplace, organizational changes, and your past life experience, play a huge role in the way you absorb interpreted experience that you see on the screen.

Unknown speaker

Even vicariously, this can be extremely impactful. Saying that is easy to understand, understandable, that even though you have a very great and long experience working with content, you might come across all the challenge that play a huge role in the way you feel and as a result in the way you process the content.

Unknown speaker

If you see something on the screen, your witnesses yourself or affected a beloved one will have a completely different part, a different act as well as if I don’t feeling 100%, if I feeling a little bit slow, a little bit sad, and I turn with an emotion, or something that I see on the screen, maybe that emotion can be heightened and might struggle to control.

Unknown speaker

So it is, I think a long experience in content moderation doesn’t make an immune from the impact. So even if it’s like the one, or after a couple of years, there might be day where it can be a struggle, it can be very difficult to manage whatever we see on the screen, absolutely.

Unknown speaker

And you mentioned something about the culture. I want to just open a little window over here. When we’re talking about content, we’re thinking about the safety environment is extremely multicultural.

Unknown speaker

They need to learn to understand, to understand the cultural context of a specific content, especially I don’t know if it’s about something like I’ve written message, you can use a wording that just translated might lose the true meaning.

Unknown speaker

So they need to have an expertise on the language, the kind of context that is in it. And this result we’re having are… workforce that is multicultural. People coming from all over the world, you can have the entire globe under the same roof.

Unknown speaker

And coming from different background, the different experience, different communication, behavioral connection, different patterning, literally everything can be extremely reaching, but also a challenge, especially in terms of communication.

Unknown speaker

You might come from a culture that very, very promote a more direct communication, very clear communication, or maybe come from a cultural work that is perceived as cold and come from a communication that is more more compassionate, more caring.

Unknown speaker

So it’s very, those little nuance can play a huge role how we interpreted the message and of course the relationship in the workplace. So whether they can be extremely supporting, they can also create a strong challenge in today’s work can be yet a productive factor, but as well a risk factor.

Unknown speaker

And also I think today the impacts of world events, live videoing of these events or even needing to moderate AI now, true prompting. I mean, technology and world events as well is just ongoing, new changes and challenges for frontline moderators as well.

Unknown speaker

Oh yes, absolutely. I think that content moderator are very vulnerable when we’re talking about live events. I mean, even if there’s something happening in the other corner of the world, they will experience an increased volume of imagery, message, video, whatever is happening.

Unknown speaker

So on top of hiding in the volume work, as I mentioned before, there is also the possibility that the content moderator that is moderating that content is personally affected. So I might have to look at it.

Unknown speaker

They’re migrating themselves through the same December then. So that can create a strong challenge and potential risk for the mental health. And you mentioned also AI tool that can be fantastic in helping some automatism in supporting the work, in reducing a little bit of exposure, which is like the aim over here.

Unknown speaker

So creating an environment where they can work smoothly, better, reducing this impact that can be potential risk. However, it’s fillable, it’s a fillable tool. You need a human to understand, cue a nuance of a special communication, of a special context.

Unknown speaker

So while AI will be a great supporter, probably will never kind of substitute entirely the content moderator. And yet it is a tool that needs to be programmed. You need somebody that can do that. Yeah, it’s kind of like a legend sword.

Unknown speaker

Yeah. Exactly. So you still need a strong workforce that train the tools in order. to do well the work. So that’s results with maybe an iris or repetitive expose to specific content. So also this can be yet to benefit but with how always around the corner is a very, a very complex work.

Unknown speaker

Yeah. There are also many other roles in trust and safety that do not directly moderate content say for example in policy or escalations or other project work. How are they impacted by their work? It may be in contrast to frontline moderators.

Unknown speaker

Risk escalation team I think they are under enormous pressure and they might not see the same amount of content. So they might not have that repetitive exposure to the content but when they manage content it means that it’s a gracious content.

Unknown speaker

It means that it’s something extremely sensitive. They have to have quick decision making. on the moment, on the spot, and does a crucial decision. There’s a lot of responsibility depending on the shoulder of the team that manages collision risk.

Unknown speaker

They have to lie out so with law enforcement of time without an agency that needs to promote that support. So it is a very high pressure role as well as all the team that works around policy. I’m on this eagle and everyone that works on the background, so it’s not directly involved in the content moderation.

Unknown speaker

But curiously, they need to understand the demand of the world. So they will have a moderate exposure. But when you write on policy, you need to understand the concept and ones and link with the conveyments body regulation.

Unknown speaker

So it is quite complex. The level of exposure might be different, but the pressure and the responsibility that come from this, those role, it’s greater. So different stressor, different responsibility, different risk, but yet there are many challenges and many risks for the mental health.

Unknown speaker

Yeah, and I think as well, it’s navigating all that, the good volume of written content and keeping up to date with policy changes. I mean, it’s quite, can contribute a cognitive overload and fatigue and burnout as well, you know, with the pressure to keep on top.

Unknown speaker

And we don’t have to forget that ultra-MIE learn about contents in a more attuned way, like vicariously, vicarious trauma symptoms are behind the corner. When you work like hour, days, years in reviewing this material, develop symptoms of vicarious trauma, it’s a concrete risk.

Unknown speaker

Yeah, particularly, as you said, with escalations, where they’re dealing with the worst case scenarios. I think, however, what might be of benefit to some is when they can report to police. or, you know, where they can see justice happening, essentially.

Unknown speaker

Absolutely. Absolutely. Yes. And that is something that research showed that very contribute and overcome that initial impact. So see the resolution and the fact that they have control. They really play an active role in safeguarding people is something that is very hard to keep up that motivation, that keep them engaged, keep back the sense of satisfaction, feelings to give back to the world, and it is something that makes people happy in the role,

Unknown speaker

even though they’re doing something that is, it is quite stressful. I have to say, like, coming back on the content moderator, that’s actually another challenge because content moderator, when dealing with the content, they of course have the same outcome.

Unknown speaker

They make the platform safer for the user, but they do not see the direct impact of every single day action on the final user. They don’t see like that maybe remove this specific video or catching this chart that could be a potential arm for the final customer as an impact on the life of the individual.

Unknown speaker

But there’s notes. It’s not getting that closure as well. During that negative world, you’re seeing the worst of the internet. And also I read a publication today, a finding that it’s easier to skew your opinion or to believe false news because you’re constantly reading messages, the same messages.

Unknown speaker

So it’s quite complex to kind of navigate. And it’s difficult to stand back and see the bigger picture and the purpose and the importance of the role as well. Absolutely. So while the risk escalation team have this immediate sense and this familiar group for the content moderators, something that is needed from leadership, for manager, would it be provide the cost and feedback?

Unknown speaker

This is something that motivation app keep like having like that broader view of the action and also to feel they have a sense of control because in the day-to-day task, they don’t have much urgency.

Unknown speaker

There is this perception of not having control. It might be the schedule of the tool that you’re using. Those feedback might be crucial in order to support the workforce maintaining the eye on the main goal.

Unknown speaker

Perfect. So in terms of manager and team lead roles, how would you see the impact of their role different or what are their kind of work demands? They play a central role for the team and the wellbeing and the culture exactly as you said before.

Unknown speaker

They They set standard an example. So if we have a manager that are open to six support, support order, so we see this reflecting also in the team. For every team that changes, your direct manager is your very first point of contact.

Unknown speaker

So this result, like with them being the primary supports, they’re lucky enough for any that happen to their team, it might be something that is related to organizational changes. In the tools that they use every day, it might be something related to the content.

Unknown speaker

It is important that the manager has an understanding, a clear understanding of the job that the content moderator are doing, because very often, if this is not the case, they feel that this connection and this refrain them to our support.

Unknown speaker

If they have the perception that a leader doesn’t have an understanding of the tools and mechanism or process that they use, they struggle to reach out for support. One important thing for a manager is training and be prepared.

Unknown speaker

We’re not poor managers as well, you know, it needs, you know, the… Exactly. Have clear respectations. I think that more often that they might like, they find themselves needed to support, contain, manage a lot of situations that might not be proper of the role of a manager in different fields, in different organizations.

Unknown speaker

When an employee is in part, so when they have a strong emotional impact and the very first point of contact is the manager, they might feel unequipped to manage that situation, to contain an emotional reaction.

Unknown speaker

They might not know what to do, what to say, what’s the right word, what is not. They might feel themselves that emotion, they feel contagious in that emotion. So if you’re feeling sad or I’m feeling sent to it, if you’re feeling frustrated and kind of lining up on that, on that emotion and feeling frustrated as well, so can kind of create an environment where it’s hard to contain and hard to kind of very focus on the support and accept to take,

Unknown speaker

to support the team. So I think the trading awareness on what are the potential risks of the role, what can be done, what are the signs that they need to, the key that they need to pay attention in order to address and anticipate the needs of the team, it’s very, very important.

Unknown speaker

Yeah, and I find as well that managers are kind of in the middle to meet KPIs set by leadership and then knowing when a moderator is having enough or their team is, you know, being productive enough versus supporting there will be, it’s often a bit of a challenge as well.

Unknown speaker

They are really the bridge between, this is what is the main goal. Biggers versus, you know, bouncing. They have, as I mentioned before, a direct relationship with employees, so they have like… more of a tension of who can make a little bit more today, cannot, when it’s not.

Unknown speaker

Yeah, I mean, that’s so important as well too. And the need to mitigate that it is not easy when you have all that, you have the number that you need to track, you need to meet, yet you want to be understanding and open and supporting your team and develop a strategist plan to make this happen is extremely, extremely difficult.

Unknown speaker

And often in remote environments as well, that extra additional challenge. Overall, with all groups, I think we’re building that social connection that’s authentic as well in work. Because as we’ve seen in recent, that recent spend study as well, about how social support within work is, what buffers stress is what gets them through today because it’s not like they can talk.

Unknown speaker

about their work outside of, you know, with their families or friends due to NDAs, but that being able to share coping mechanisms to be able to laugh about some of the challenges as well, I think, offers them a lot of support.

Unknown speaker

So we’ve kind of gone through some of the different roles in trust and safety. What would be, you know, the, what kind of mental health supports would you recommend for each of these various roles? What would be a priority?

Unknown speaker

I would say, for sure, counseling supports. This can create a space where you can really tailor the support of the needs of the person. As I mentioned on the beginning of our talk, there are a lot of elements that play a role in how hiding and an emotional response can be in regards to the content.

Unknown speaker

It might be, of course, related to, directed to the content. They could be like additional factor, play a role like personal life, personal working pattern. It could be the culture, the communication.

Unknown speaker

They could be a lot of elements. So the one-to-one counseling support really tailor the space where you can understand individual challenge and create a therapeutic plan that can support them in develop that coping skill that they need in that specific moment.

Unknown speaker

So this will be 100%, one of the most important, as well as the p-group support. That’s actually a study that was conducted by Zivo in one of our clients’ company that actually shown that p-group support was found the most helpful resource in order to build that resilience in the whole team, both production as well, team that were more resilient, were able to maintain metrics, standards, and, you know,

Unknown speaker

check all the boxes that they needed, also the attendance. had a role in that. So they created an environment where they enjoyed being with each other. They actually have that, there was that mutual support that make the more manageable, balanced, very, very balanced.

Unknown speaker

So the peer group support is absolutely good. Yeah, 100%, yes. Training. I think that both at the beginning, but also through the journey, I think that’s increased awareness of what the challenge at each and every stage, create awareness of what can be the potential challenge, learn about the symptoms, the emotional response, will give you a key to learn about yourself, read your science, how your body reacts,

Unknown speaker

and learn when it’s the moment to maybe pay a little bit more attention. Maybe step back one moment, breathe and recalibrate, maybe seek support, reach out for that support, whether it is the person sitting next to you at the desk, or maybe a more professional instructor support.

Unknown speaker

So training are essential to add that awareness, the knowledge that allowed us to monitor our self, learn about our body, which is the best lie in this kind of journey, and develop that residency skill, develop that coping skill that are essential to mitigate the impact of the content.

Unknown speaker

And of course, training and management, which we, well, training management to be able to have wellbeing conversations, to support our psychological health and safety, to reduce stigma, create openness, all those things as well.

Unknown speaker

Absolutely, as I mentioned before, that’s why the fan manager feel unencrypted, especially when it’s about mental health, so providing training, psychological at first aid, providing workshop where you create a scenario, like a real life situation, really enable them to learn the skill and feel empowered to contain and manage the situation, but also to learn when a situation required to step outside the boundaries of their goal.

Unknown speaker

So maybe take directly for additional resources, put in place program, like something that can address in the specific and in the media, the needs of the team without stretching yourself and stepping into a situation where you’re doing someone else’s role.

Unknown speaker

Yeah, quite important. So I think the training for manager would be absolutely a crucial aspect to support the wellbeing. I think also it’s important to have a trauma-informed approach, both with training management and awareness.

Unknown speaker

for content moderators as well. That last study I’d mentioned said that the effectiveness of well-being supports, if it’s not trauma-informed, if your counselor is not aware about triggers or the type of exposures content moderators are exposed to, then they’re afraid essentially to open up and to maybe traumatise their counselor or therapist as well.

Unknown speaker

So I think just an important point to just that whoever’s supporting the well-being services that they’re aware of, the impacts specific to that work and how trauma works as well and what kind of tools to regulate in that kind of work are important.

Unknown speaker

Yeah thank you so much Laura, I think we covered so many different topics and areas and it was so lovely and interesting to chat to you today being one of the longest standing members of Zevo Health in the company.

Unknown speaker

So thank you for everyone joining today and I’ll see you again in our next webinar. Thanks so much. Bye now.