Auditing from the heart: A trauma and person-centred approach to quality auditing

Quality audits play a crucial role in ensuring accountability, transparency, and compliance in various industries and organisations. However, traditional auditing practices often overlook the potential impact on individuals involved in the auditing process - both staff and clients of services. Understanding trauma and putting the person / people at the centre of interviews has been part of my auditing practice since the beginning, but I've only recently named it: auditing from the heart.

 Trauma-informed practice is a common concept in human services organisations, and growing in its application. It recognises that individuals who have experienced trauma may have unique needs and responses during the auditing process. Trauma can result from various sources such as violence, abuse, or natural disasters, and it can have a lasting impact on a person's mental, emotional, and physical well-being. By adopting a trauma-informed approach, auditors can create a safe and supportive environment that acknowledges and responds to the potential triggers and sensitivities associated with trauma.

 A trauma-informed approach in auditing begins with creating a safe and supportive environment for all participants involved. This includes establishing clear communication channels, building rapport, providing information about the auditing process in advance, and ensuring privacy and confidentiality. By fostering a sense of safety and trust, individuals are more likely to feel comfortable sharing their experiences and engaging in the auditing process.

 It is important to recognise that individuals who have experienced trauma may exhibit unique responses or behaviours during the auditing process. These responses can include heightened anxiety, difficulty with memory recall, or a strong emotional reaction to certain triggers. By being aware of these potential reactions, auditors can exercise empathy, patience, and flexibility, adapting their approach to accommodate the needs of people being interviewed. Allow people to share their story - even if it doesn't relate to the organisation, or the questions you need to ask. No, we are not counsellors and cannot be everything to every interviewee. However, if your interviewee becomes upset, you can express concern, stop the interview, and ensure you ask if they need some support or a debrief with a member of staff or their manager.

 Person-centred auditing places individuals at the forefront of the process, respecting their autonomy, dignity, and individual experiences. This approach acknowledges that auditees are experts in their own lives and organisations and encourages their active participation throughout the auditing process. There is power in sharing stories and asking people to describe their experiences, rather than auditing or asking questions by checklist. This is especially true for providing a culturally safe space for the audit interview. Person-centred auditing empowers individuals to take ownership of their experiences and promotes a collaborative relationship between auditors and auditees. It is possible to get what you need (in terms of mandatory requirements of the standards you're auditing) through conversation, rather than checking off criteria.

 While the focus of trauma-informed auditing is often on the auditees, please also consider your wellbeing as an auditor.  Often we work alone and it can be isolating not to have anyone to talk to - this was certainly my experience when I first started auditing. Engaging with traumatic stories and experiences can have a significant emotional impact on auditors. I learned that I can't do audits back to back, especially within certain service types like domestic violence. I need breaks to support my mental health so that I can be the best auditor I can be. It also helps to have a network of other auditors you can debrief with.

 Auditing, as a process rooted in accountability and compliance, must evolve to become trauma-informed and person-centred. By understanding the potential impact of trauma on auditees and incorporating principles of safety, empathy, and empowerment, auditors can foster an environment that is supportive rather than punitive or stressful. Embracing these approaches is not only ethically sound but also enhances the effectiveness and quality of the auditing process, leading to improved outcomes for all stakeholders involved.