Course Overview
This second, program-specific module of the Foundations in Domestic Abuse for Public Assistance Staff training is designed for front office and reception staff within Health and Human Services organizations who play a critical role in supporting survivors of domestic abuse. Participants will learn to recognize behavioral indicators of abuse, respond with trauma-informed care and uphold safety and confidentiality in client interactions. Completion of the first, introductory module of the series is required before attending part two.
Through guided discussions, scenario-based practice and reflection activities, staff will develop skills to make responsive referrals, collaborate effectively with caseworkers and navigate mandated reporting responsibilities. The session concludes with the development of a personalized action plan to support the integration of survivor-centered practices into daily work.
Learning Objectives:
By the end of this module, participants will be able to:
- Recognize the signs and dynamics of domestic abuse across diverse populations and understand how these may present in public-facing settings.
- Demonstrate trauma-informed communication and de-escalation techniques to support survivors with empathy, safety and confidentiality.
- Define the role of front office staff in responding to domestic abuse disclosures, including mandated reporting and collaboration with caseworkers.
- Apply survivor-centered practices that prioritize voice, choice and culturally responsive referrals.
- Practice identifying red flags and responding appropriately through scenario-based skills exercises.
- Develop an actionable plan to integrate learned strategies into daily work routines and promote ongoing support for survivors.