- Four in five frontline charity staff report work-related strain, but three quarters don’t use workplace support
- Burnout, anxiety and sleeplessness widespread among frontline charity staff, new research finds
- ACO and Rightsteps highlight practical steps charities can take to support staff in beneficiary-facing roles
Charity staff working directly with people in need are experiencing widespread emotional strain, but most are not using the workplace support available to them, new research reveals today.
The survey, developed by the Association of Charitable Organisations (ACO) in partnership with workplace mental health specialists Rightsteps, gathered anonymous responses from frontline practitioners, advisers, operational staff, managers, senior leaders and CEOs across the charity sector.
More than four in five respondents (83%) said they experience challenging interactions with distressed individuals at least occasionally, with 38% encountering them weekly and 13% every day. The emotional toll is widespread with 84% of respondents reported at least one work-related wellbeing symptom, with trouble sleeping (45%), burnout or emotional exhaustion (43%), physical health issues (42%) and anxiety (38%) being the most common.
The research points to a significant gap between the scale of need and the uptake of formal support. Almost three quarters (74%) of respondents had not accessed any organisational wellbeing or mental health support in the previous 12 months, and 11% either did not know what support was available or believed none existed. Among those who had used organisational support, experiences were mixed, with 52% rating it as moderately or very effective and a further 7% as extremely effective.
Nearly one in five (18%) respondents had taken time away from work, or felt that they should have done, due to the emotional impact of supporting vulnerable individuals, with a third of those requiring absences of more than 11 days.
Despite this, job satisfaction remains relatively high, with 64% of respondents rating their satisfaction between 8 and 10 out of 10. Many staff described finding strong purpose and meaning in their roles. With most managing the emotional demands through informal means such as talking to colleagues, friends and family, exercise and taking breaks, rather than through structured organisational support.
The report calls on charities to shift from reactive, service-based wellbeing provision to proactive, organisation-wide strategies, including embedding wellbeing into everyday supervision, strengthening line manager capability, formalising peer support, and improving the accessibility of existing services.
Donal Watkin, Chief Executive of the Association of Charitable Organisations, said:
“Working directly with people who are facing difficult circumstances can be enormously rewarding, but it can also carry a significant emotional toll. Every day, our members’ teams support people at some of the most challenging points in their lives, and this research highlights the impact that this can have on their own wellbeing. What’s particularly striking is that, despite these pressures, staff remain deeply committed to their roles.”
Dr E Stefanopoulou, Consultant Clinical Psychologist at Rightsteps, said:
“Supporting people through difficult circumstances is often deeply rewarding, but it can also be emotionally demanding. These findings suggest that many staff are often balancing a strong sense of commitment and purpose with the personal impact of the work. By creating psychologically safe environments where support, reflection and wellbeing are embedded into everyday working life, organisations can help staff continue to thrive while supporting others”.
One survey respondent, a frontline worker at an ACO member charity, said:
“Working directly with beneficiaries is a key component of our job and of course impacts on emotional wellbeing. We experience a lot of loss as we work with older people and they die, but we also experience a lot of joy and laughter with our beneficiaries. It is very emotional work, all of it, whether it’s a simple grant application, a home visit to see a member, or supporting someone after a bereavement. We are in contact with members going through major life events, whether it’s major illness or family breakdown, and it is a privilege to be able to be there as a listening ear.”
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