Feb 12 • Jo Cox-Brown

What Is Trauma-Informed Care of Customers in the Night-Time Economy?

The night-time economy brings people together at moments of heightened emotion.

Celebration, release, connection, grief, stress, intoxication, vulnerability and joy often coexist in the same space. 

For those working at night, this creates both opportunity and responsibility. Increasingly, cities and venues are recognising that how staff respond to customers under pressure matters just as much as policies, procedures, or enforcement. 

This is where trauma-informed care comes in. 

What Do We Mean by Trauma-Informed Care? 

Trauma-informed care is an approach that recognises that many people carry past experiences of trauma, whether or not they are visible, disclosed, or known. 

Rather than asking: “What’s wrong with this person?” , a trauma-informed approach asks: “What might have happened to this person, and how can I respond safely and respectfully?” 

In the night-time economy, trauma-informed care does not mean acting as a therapist, excusing harmful behaviour, or lowering safety standards. It means responding in ways that reduce distress, avoid re-traumatisation, and prioritise dignity, safety and clarity. 

Why Trauma-Informed Care Matters at Night 

Night-time environments amplify risk. 

Factors such as alcohol or drug use, fatigue, sensory overload, crowds, noise, darkness, power dynamics and enforcement activity can all trigger trauma responses in customers. These responses might look like: 

  • panic or agitation 
  • withdrawal or shutdown 
  • anger or defensiveness 
  • confusion or disorientation 
  • heightened fear of authority 
  • difficulty following instructions 

Without trauma-informed awareness, these behaviours can be misinterpreted as “non-compliance,” “attitude,” or “problem behaviour,” leading to escalation rather than resolution. Trauma-informed care helps teams de-escalate earlier, reduce harm, and make safer decisions under pressure. 

Trauma-Informed Care Is Not About Being Soft

A common misunderstanding is that trauma-informed approaches remove boundaries. In reality, the opposite is true. 

Trauma-informed care combines: 
  • clear boundaries 
  • calm communication 
  • predictable responses 
  • proportionate intervention 
It strengthens safety by reducing panic, confusion and confrontation. 

You can still say no. 
You can still remove someone if needed. 
You can still call for help. 

The difference is how it is done. 

Core Principles of Trauma-Informed Care in Night-Time Settings 

1

Safety

Customers need to feel physically and emotionally safe. 

This means: 
  • calm tone of voice 
  • non-threatening body language 
  • avoiding unnecessary physical contact 
  • explaining what is happening and why 

People who feel safe are far more likely to cooperate. 
2

Choice and Control

Trauma often involves loss of control. 

Wherever possible: 
  • offer options 
  • explain next steps 
  • avoid surprises 
  • ask rather than order 

Even small choices can reduce distress. 
3

Trust and Transparency 

Confusion increases fear. 

Trauma-informed responses prioritise: 
  • clear explanations 
  • honesty about consequences 
  • consistent application of rules 

Inconsistent or unexplained actions escalate risk. 
4

Empowerment, Not Shame

Shame shuts people down. 

Language, tone, body language, facial expression and easy to understand instructions matter. 

Trauma-informed care avoids: 
  • humiliation 
  • public confrontation 
  • sarcasm or dismissiveness 

It focuses on dignity, even when firm action is required. 

What Trauma-Informed Care Looks Like in Practice 

01

A Distressed Customer 

Instead of immediately escalating or ejecting someone who appears agitated or confused, staff might: 

  • move the conversation to a quieter space 
  • speak slowly and clearly 
  • check if the person understands what is being asked 
  • explain what support is available 

Often, distress reduces when someone feels seen and understood. 

02

Refusing Entry or Service

A trauma-informed refusal includes: 

  • a clear reason 
  • calm delivery 
  • no moral judgement 
  • no public shaming 

This reduces confrontation and protects staff. 

03

Enforcement or Removal

When removal is necessary: 

  • explain what is happening 
  • avoid unnecessary force 
  • give clear instructions one step at a time 
  • check the person has somewhere safe to go 

Trauma-informed care reduces post-incident harm. 

Why This Matters for Venues and Cities 

Trauma-informed care supports:

  • safer nights 
  • reduced violence and escalation 
  • fewer complaints and incidents 
  • better staff confidence and wellbeing 
  • stronger public trust
  • more consistent decision-making 

It also aligns closely with: 

  • safeguarding responsibilities 
  • VAWG prevention 
  • mental health strategies 
  • harm reduction approaches 

Training Is Essential 

Trauma-informed care is not instinctive under pressure. It requires training, practice and shared language across teams. 

Effective training helps staff: 
  • recognise trauma responses 
  • regulate their own stress 
  • communicate calmly 
  • intervene proportionately 
  • know when to escalate 

Without training, even well-intentioned staff can unintentionally escalate situations.
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Final thoughts

The night-time economy will always involve complexity. 
But it does not have to rely on force, fear, or reaction. 

Trauma-informed care gives cities and venues a calmer, safer, more human way of responding to people at night, without compromising boundaries or safety. 

It recognises a simple truth: how we respond to people in vulnerable moments can either escalate harm or reduce it. The choice matters. 
#Chemsex #HarmReduction #PublicHealth #Safeguarding #NightTimeEconomy