Understanding Trauma-Informed Service Delivery in Dispute Resolution Settings
- Shiv Martin
- Aug 14, 2024
- 5 min read
Updated: Oct 3, 2025
Australia’s legal landscape is evolving, with a growing recognition of the importance of trauma-informed service delivery in courts, tribunals, and other dispute resolution agencies. Trauma-informed practices acknowledge the pervasive impact of trauma on individuals and adjust the approach to dispute resolution services accordingly, ensuring that the process is not only just but also empathetic and supportive of those who have experienced trauma. In my view, mediation and conciliation processes have the capacity to enhance a dispute resolution organisations ability to understand and provide a trauma informed service delivery in dispute resolution settings.
What Does Trauma-Informed Service Delivery Mean?
Trauma-informed service delivery in legal settings involves recognising and responding to the widespread effects of trauma, aiming to create an environment where individuals feel safe, supported, and empowered. This approach is particularly relevant in legal settings, where the traditional adversarial nature of proceedings can exacerbate stress and re-traumatise individuals who have experienced trauma.
Implementing trauma-informed practices requires a fundamental shift in how legal services are delivered. Legal practitioners, conciliators, mediators, and complaints handlers must integrate an understanding of trauma into their interactions with clients. This means prioritising safety, transparency, trust, and empowerment in every aspect of the legal process.
Demonstrating Trauma-Informed Practices in Dispute Resolution Work
In practice, trauma-informed service delivery can manifest in various ways:
Clear Communication: Legal practitioners should clearly explain courtroom procedures and orders, avoiding jargon and ensuring that clients understand the process. This helps to build trust and reduce anxiety .
Supportive Environments: Courts and tribunals should offer support persons for clients and create a safe, comfortable environment that reduces the risk of re-traumatisation. Simple measures like allowing breaks during proceedings or accommodating the client’s communication style can make a significant difference .
Empowerment and Choice: Clients should be given control and choice throughout the process, from deciding how they provide their testimony to selecting their preferred method of communication. This approach fosters a sense of agency and respect .
Non-Judgemental Language: Using non-judgemental, empathetic language when discussing sensitive topics helps clients feel heard and respected, which is crucial in mitigating the emotional impact of legal proceedings .
Managing Expectations: Preparing clients for what to expect at each stage of the legal process, including potential outcomes, helps in managing their expectations and reducing stress .
Self-Care for Practitioners: Legal professionals are also at risk of vicarious trauma due to their exposure to traumatic material. It is essential for them to recognise this risk and engage in self-care practices to maintain their well-being and effectiveness .
Resources Available for Mediators/ Conciliators/ Legal Practitioners
Several resources support legal practitioners in adopting trauma-informed practices:
Blue Knot Foundation: Offers extensive resources on trauma-informed care, including training programs tailored for legal professionals .
Phoenix Australia: Provides training and guidance on implementing trauma-informed care across various sectors, including legal settings .
With-You National Legal Aid Toolkit: This comprehensive toolkit helps legal aid organisations develop trauma-informed and rights-based practices .
Mediator's Beyond Borders International: Offers the Trauma-Informed Peacebuilding & Development Assistance (TIPDA) program, which provides training on integrating trauma-informed practices into mediation and conflict resolution .
Judicial Commission of NSW: Adopts the Substance Abuse and Mental Health Services Administration (SAMHSA) guidelines, emphasising safety, trustworthiness, peer support, collaboration, empowerment, and cultural competence in the courtroom.
The Path Forward
While significant progress has been made, implementing trauma-informed practices in Australia’s legal system is still in its early stages. The Queensland Government's commitment to enhancing training and education for lawyers and judicial officers is a promising step forward . However, there is a need for a comprehensive national framework that ensures consistency in trauma-informed practices across all legal settings.
For legal professionals, mediators and conciliators, the journey towards trauma-informed service delivery begins with awareness and education. By adopting trauma-informed principles, we can improve our clients' experiences and contribute to a more compassionate and effective justice system. As the legal community continues to embrace these practices, the benefits will extend beyond individual cases, fostering a legal culture that is more inclusive, empathetic, and just.
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This article aims to provide an overview of trauma-informed service delivery in the legal sector, highlighting its importance and offering practical insights into its implementation. For those working in courts, tribunals, or dispute resolution, adopting a trauma-informed approach is not just an ethical responsibility but a step towards achieving more meaningful and just outcomes for all parties involved.
I provide training, reflective practice and consulting services, alongside my expert panel in Trauma Informed Dispute Resolution. Get in touch to discuss how I can support your team.
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References:
Judicial Commission of New South Wales. (2022). Trauma-Informed Courts: Guidance for Judicial Practices.
Law Access Western Australia. (2023). Trauma-Informed Practice.
Blue Knot Foundation. (2016). Trauma and the Law: Applying Trauma-Informed Practice to Legal and Judicial Contexts.
Phoenix Australia - Centre for Posttraumatic Mental Health. Trauma-Informed Care Principles.
National Domestic and Family Violence Bench Book. (2023). Trauma-Informed Judicial Practice.
Queensland Government. Response to the Report of the Queensland Women’s Safety and Justice Taskforce.
Law Institute Journal of Victoria. (2022). Trauma-Informed Practice.
With-You National Legal Aid. Trauma-Informed Organisational Toolkit.
Australian Institute of Family Studies. (2016). Trauma-Informed Care in Child/Family Welfare Services.
Mental Health Coordinating Council. Trauma-Informed Care and Practice Organisational Toolkit (TICPOT).
Mediators Beyond Borders International. Trauma-Informed Peacebuilding & Development Assistance (TIPDA).
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FAQs
What is trauma-informed service delivery in dispute resolution? It is an approach that recognises the impact of trauma on individuals and adapts mediation, conciliation, and legal processes to prioritise safety, trust, transparency, and empowerment.
Why is trauma-informed practice important in mediation and conciliation? Because it reduces re-traumatisation, builds trust in the process, and allows participants to feel respected, safe, and supported while working towards resolution.
How can organisations implement trauma-informed practices? By providing staff training, using plain language, offering choice and flexibility, creating supportive environments, and building debriefing and self-care structures for staff.
Do you provide trauma-informed mediation and training services? Yes. I offer workplace mediation, conciliation, and tailored training for HR, tribunals, and complaints bodies to embed trauma-informed principles in practice.
Can trauma-informed approaches be applied online or in hybrid dispute resolution settings?Absolutely. Trauma-informed practices can be adapted to online mediations and hybrid workplaces, ensuring participants feel safe, connected, and respected across digital platforms.
How Shiv Martin Consulting Supports Teams
We provide:
Workplace conflict resolution skills training in Brisbane, Australia and New Zealand wide and online to a range of global clients
Workplace mediation for unresolved conflict or tension
Leadership coaching to build communication and resolution skills
Team building and facilitation for groups that want to reconnect and move forward, without necessarily labelling the situation as conflict.
Whether your team is facing early signs of friction or entrenched issues, we help you take a practical, people-smart approach to strengthening your culture.
Shiv Martin is a nationally accredited mediator, practicing solicitor, conciliator, decision-maker, and certified vocational trainer. With extensive experience in complex dispute resolution, stakeholder engagement, and team building across business, community, and governmental sectors, Shiv brings over a decade of unique and diverse expertise in Law, Management, Vocational Education, and Mediation.
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