Trauma-informed tenancy management

What is trauma?

Trauma can be defined as the experience and effects of overwhelming stress. Trauma overwhelms a person’s ability to cope when faced with a threat (Source: Kezelman & Stavropoulos 2018, p. 7).

Trauma is very common. Most people have heard of Post-Traumatic Stress Disorder (PTSD), though this is only one type of trauma. Trauma can occur from a variety of experiences, such as domestic and family violence, being in an accident, bullying, homelessness, or being abused (Source: blueknot.org.au).

Trauma can result in negative effects such as mental ill-health, physical illness, and social and relational difficulties.

How to recognise trauma

When working with young people there may be signs that they have experienced trauma. They may:

• Be withdrawn
• Present as anxious
• Display intensity
• Be hesitant
• Be depressive

What is trauma-informed practice?

Trauma-informed practice means understanding how trauma affects people’s lives and implementing measures that are conscious of people’s trauma when working with them. This involves being understanding of their trauma, rather than viewing them as a problematic person (Source: Mission Australia)

Considerations for property managers

People with complex trauma may not communicate through established mediums such as email due to anxiety. They may appreciate a phone call or a physical letter. Consider asking them the best way to make contact.

People relying on Centrelink payments for income can have their payments cut through no fault of their own. For people that pay rent using Centrepay, they may appreciate notification that a rent payment failed as soon as it occurs rather than when they are in arrears.

Take time to explain the key clauses in the Form 18a or Form 18R at the start of the tenancy. Young people may be overwhelmed by a document they’ve never seen before.

Encourage people to save the real estate agent’s contact information in their phones so they can screen your calls and texts. Many people with trauma may hesitate to answer because they do not know who is trying to call.

Alternatively, send the contact details by text or text before calling.

Tips for property managers

• Being conscious of avoiding language or topics that could be re-traumatising
• Being understanding of behaviour that might be linked to trauma
• Avoiding damaging the tenants’ perception of safety in their home
• If a tenant discloses a past trauma with you, being careful not to re-traumatise or trigger them
• Avoiding being accusatory of behaviour linked to trauma
• Being patient in allowing people the time they need to express what they would like to say
• Giving tenants the opportunity to speak at a later time if they would prefer it.

Mental health aware tenancy management

What is mental health?

Mental health is a state of mental wellbeing that allows you to be resilient, enjoy life, and connect with others (Source: Health gov)

Mental health affects how we think, feel and act. It also affects our everyday life, such as work, education, and relationships.

Good mental health helps you to learn and work productively, use your talents and abilities, and contribute to your community.

Poor mental health can lead to physical health issues, work issues, family issues, accommodation issues, and more. It can be caused by many things, including stress, chemical imbalances in the brain, and trauma.

Common mental illnesses include depression, postnatal depression, anxiety, anxiety disorder, and bipolar disorder (Source: Health Direct)

Considerations for property managers

The way you interact with people with poor mental health can have an impact on them, so it is important to show them respect and acceptance. It is important to be mindful of how you interact with young people who may be experiencing mental health issues, as how you do so may positively or negatively impact their wellbeing.

When interacting with someone who may be experiencing mental health issues, you can:

Be sensitive: People who have mental ill-health can find it difficult or risky to talk about their situation or problems

Communicate well: Listen without judgement, choose the right time to approach them, acknowledge when they are sharing with you, and give them information about support when you feel comfortable.

Choose your words: Words like ‘crazy’ or ‘psycho’ can be offensive and hurtful.

Be empathetic: Be compassionate, relaxed, and use friendly body language.

Be inclusive: Being excluded from their community can be one of the most difficult aspects of mental illness, so do your best to be inclusive. You could also complete a mental health first aid course.

Government subsidies and support for young renters

The are some payments or subsidies accessible to young people. This speaks to the ability for young people to access resources to live independently and with agency.

Youth Allowance – Services Australia

Young people are eligible for Youth Allowance if:

• 16 to 21 and looking for full time work
• 18 to 24 and studying full time
• 16 to 24 and doing a full time Australian Apprenticeship
• 16 to 17 and independent or needing to live away from home to study
• 16 to 17, studying full time and have completed year 12 or equivalent

More information is available through Services Australia including how they assess dependent or independent young people.

Rent Assistance – Services Australia

Young people may also be eligible for Rent Assistance to supplement Youth Allowance Payments

More information is available through Services Australia

Bond Loans and Rental Grants

Young people living independently may be eligible to pay for a Bond Loan or Rental Grant. More information is available through Queensland Government.

Youth Housing Essentials – Business Queensland, Queensland Government

Youth Housing Essentials assists young people with the cost of moving from government services to independent living.

To access Youth Housing Essentials, a young person must be supported by a youth service provider, government agency, or Housing Service Centre.

More information is available through Queensland Government

Other Information

The Queensland government has information, resources and referring organisations:

Queensland Statewide Tenant Advice and Referral Service (QSTARS) | Homes and housing | Queensland Government

Housing and accommodation | Youth | Queensland Government

Skillsets for Successful Tenancies—Dollars and Sense | Homes and housing | Queensland Government

Support services available to young people

Youth Advocacy Centre (YAC)

Youth Advocacy Centre (YAC) is a Brisbane-based not-for-profit organisation that has a mission to increase young people’s access to justice, both legal and social.

Brisbane Youth Service (BYS)

We support homeless and vulnerable young people, and their children, to secure and maintain housing, address physical and mental health issues, establish successful relationships and support networks, and access pathways to education and employment.

Open Doors Youth Service

Open Doors Youth Service provides support to young people with diverse genders, bodies and sexualities. We support young people who identify as Lesbian, Gay, Bisexual, Transgender, Intersex, Queer, Asexual, Pansexual, Sistergirl or Brotherboy (LGBTIQAP+ Sistergirl & Brotherboy) aged 12-24 across South East Queensland. At Open Doors, we value participation, respect, identity, diversity, and empowerment.

Aboriginal and Torres Strait Islander Community Health Service (ATSICHS)

Health care for Aboriginal & Torres Strait Islander people -ATSICHS (atsichsbrisbane.org.au)

Providing health and wellbeing services and programs for Aboriginal and Torres Strait Islander people in the Brisbane and Logan regions.

Headspace

headspace is Australia’s National Youth Mental Health Foundation, providing early intervention mental health services to 12-25 year olds. Headspace supports young people with mental and physical health (including sexual health), alcohol and other drug services, and work and study support.

Kids Helpline

Kids Helpline is Australia’s only free (even from a mobile), confidential 24/7 online and phone counselling service for young people aged 5 to 25.

Beyond Blue

Beyond Blue provides access to phone and online counselling. They also have a wide array of resources and information relating to mental health and identifying potentially mental ill-health.

ReachOut

Anonymous and confidential, ReachOut is a safe place where young people can openly express themselves, get a deeper understanding and perspective on what’s happening in their lives, connect with people who will provide judgement-free support, and build the resilience to manage their challenges now and in the future.

Designed with – and specifically for – young people, ReachOut is 100% online, anonymous and confidential, and lets young people connect on their terms. From one-to-one peer support and moderated online communities, to tips, stories and resources, ReachOut offers a wide range of support options that allow young people to engage in the ways they want to, when they want to.