Why readiness, open dialogue and accessible resources matter when workers face unexpected or traumatic experiences
This article has been produced in partnership with Beneva.
Most people picture a traumatic workplace event as something dramatic. A disaster. A threat. A frontline emergency. But for many employees, trauma arrives in smaller, more frequent ways. A client interaction that turns aggressive. A coworker’s sudden crisis. A steady stream of disturbing calls.
Beneva’s guidance highlights, people often do not realize they have been exposed to a potentially traumatic event, because they do not see their work as dangerous.
Data shows just how often these experiences unfold outside traditional high-risk jobs. According to a 2023 national survey by Mental Health Research Canada, 22 percent of employees have experienced trauma at work, and 38 percent of those individuals are still affected. The sources were often routine interactions rather than major incidents, with 46 percent linked to clients, 29 percent to coworkers, and 27 percent to direct managers.
This broader understanding of exposure sits at the core of Beneva’s guidance: trauma can emerge in any workplace setting, both remotely and in-office, and employers must be ready.
Understanding exposure in everyday workplaces
Exposure to trauma is no longer limited to high-risk professions. Beneva’s guidance highlights four pathways: employees may experience an event directly, witness it, learn that a colleague has been affected or be repeatedly confronted with troubling details. This can occur in health care, education, retail, finance, customer service or any setting where people support others under strain.
Repeated exposure often goes unrecognized, if someone receives hostile comments everyday, it can become a traumatic event. The person might not even realize it is serious enough to ask for help.
At the same time, many Canadians struggle to access mental-health support. According to the recent research report, A Generation at Risk: The State of Youth Mental Health in Canada, fifteen percent of Canadians needed mental-health care in the past year, but more than half reported their needs were not met due to cost or wait times. These gaps underline why organizations must create clear and accessible pathways to support.
Reducing stigma and making support visible
The gap between exposure and action is amplified by stigma. Many workers may worry they will be treated differently if they disclose mental-health concerns.
The first thing to do is stop the stigma around asking for help, Beneva guides. Some workers, especially men and managers, are statistically less likely to seek help.”
National research supports this point. The report, Portrait of the Mental Health of Small-Medium-Enterprise workers in Canada 2023 highlights two out of five workers believe that disclosing a mental-health difficulty at work would lead to different treatment.
Creating that environment begins with open, everyday conversations. Beneva guidance emphasizes the importance of everyday interactions in creating a supportive culture. Managers should take a moment to check in on employees and genuinely listen when someone isn’t doing well, because small acts of care make a meaningful difference.
This everyday communication is especially important given the same 2023 findings that half of managers do not check in on their employees’ physical or mental health, nor do they provide regular emotional support. Without these simple touchpoints, early signs of distress can be missed, and employees may feel uncertain about when or how to seek support.
Employees should know what supports exist, who to contact and how to access resources. Many people underestimate how confusing this can be. Employees may be unsure how to book an appointment or what details to provide when requesting support, often needing clear, step-by-step guidance.
When organizations are explicit about their supports, for example peer conversations, manager check-ins, an EAP program, clinical resources through insurers; they build a culture of protection.
Even with strong prevention efforts, traumatic events cannot be eliminated. What employers can control is their capacity to respond. Here, readiness matters as much as culture.
Understanding the line between organizational and professional support
Employers need an emergency plan for traumatic events, adapted to their business. A well-designed plan clarifies who does what, how information flows and how employees can access immediate support. When people know that procedures are in place, they feel more grounded and less alone in the aftermath of a difficult event.
Readiness also means ensuring managers understand early warning signs. Changes in behavior, withdrawal, irritability or sudden declines in performance may indicate that an employee is struggling. Early outreach can redirect someone toward timely, appropriate care before issues compound.
Professional help is a critical part of that process. Beneva guidance highlights the importance of distinguishing between organizational support and clinical intervention. Peer support however cannot replace professional care. The role of the organization is to give every opportunity to seek help, not to intervene clinically.
This is where insurers can play a meaningful role. Beneva’s disability management team and workplace trauma intervention services provide structured, on-site support during high-impact events. When an insured organization faces a traumatic incident, Beneva may suggest partners specializing in trauma intervention to guide employees through the first hours and days, then coordinate with disability management to ensure continuity of care. It is one example of how partnerships can strengthen employer readiness beyond what internal teams can manage alone.
Timely assistance is equally important. The longer someone waits for support, the harder recovery becomes.
Trauma prevention and response is a collective obligation. Not every incident can be prevented, but organizations can ensure strong supports are in place afterward to help people recover. Employees must know that support is available and that seeking help is normal.
