TICPOT - Frequently Asked Questions

Do you have a question?

Please read the following General FAQ's to see if they answer your question. Otherwise you can submit a question to

Click on the orange headings below for answers.

What is trauma-informed care and practice?

TICP is a strengths-based framework emphasising physical, psychological, and emotional safety for both service providers and survivors. This framework creates opportunities for survivors to rebuild a sense of control and empowerment.

Why should my organisation undertake TICPOT?

TICPOT is a quality improvement organisational change resource designed to assist a diversity of organisations to embed TICP principles into every aspect of their operating structure and practice. It has been mapped against three national standards and the Recovery-Oriented Service Self-Assessment Toolkit - Tool for Organisations (ROSSAT T4O) and should be considered as evidence in seeking or maintaining accreditation.

How will TICPOT benefit me, my team, my organisation and consumers?

"Trauma is an almost universal experience of public mental health and substance abuse consumers; the need to address it has become essential for the growth and recovery of trauma survivors."

Shirley Havenga, CEO, Community Psychiatric Clinic, Seattle, 2010

"Statistics suggest that two out of three patients presenting at emergency, inpatient or outpatient mental health services have underlying complex trauma secondary to physical or sexual abuse".

Hussain & Chapel, 1983; Emslie & Rosenfeld, 1983; Mills et al., 1984; Bryer et al., 1987; Jacobson & Richardson, 1987/; Craine et al. 1988; Swett et al., 1990

When an organisation is trauma-informed it exemplifies a 'new generation' of transformed mental health and human service organisations. These organisations support people with experience of past and present trauma and are structured around recognition and acknowledgement of trauma and its prevalence, alongside awareness and sensitivity to its dynamics.

Trauma-informed organisations and services also provide a safe and supportive environment for workers with reduced risk of vicarious trauma.

How do I know it will make a difference?

The process of becoming a trauma-informed organisation/program or service is a reflective one, encouraging growth and understanding then integrated into practice. It is an evolutionary journey in which TICPOT can play an important part. TICPOT can help to identify areas for improvement and suggest how you may embed the principles of TICP into service delivery and organisational culture. It can become part of your continuous quality improvement activities.

What do I need to consider before choosing a TICPOT package?

When selecting a TICPOT DIY Package that is right for your organisation, the number of TICPOT participants selected should reflect the number of people in your organisation that you wish to involve in the TICPOT quality improvement process. So, it is not just about the size of your organisation, but how broadly you wish to incorporate TICP across the organisation. For example, you may want to include numerous staff from every part of the organisation – so consider size, geography, roles, responsibilities, services and programs. We strongly recommend establishing a small working group to take a leadership role in this process.

If you need some more information or advice about the packages, please contact MHCC Consultancy Services at Or read more here

Once I have decided on a package, what do I do next?


  • Read the Terms and Conditions carefully prior to purchase.
  • Having purchased your package – you have 30 days to download your TICPOT resources and save them to your computer. We recommend storing a blank copy of the Assessment Tool template (word) as a backup.

DIY and Online TICPOT

  • Your TICPOT Working Group (see above) should read the two supporting documents (pdf) and decide which participants will complete which of the 7 domains in the assessment tool, i.e. all or some domains
  • Decide whether participants will complete the assessment as a group or individually, how groups might be configured, e.g., same roles, same programs, across a diverse group etc., and how long you should allow to complete the assessment tool.
  • Share the supporting documents with the participants selected for the assessment process.
  • Consider how you will utilise the information gathered when the assessments have been completed and designate who will review/analyse the data for your organisation (DIY TICPOT only).

If I change my mind after purchasing TICPOT DIY can I change to the TICPOT Online Consultancy Package instead?

  • Yes, you can change to the TICPOT Online Consultancy Package at any time.
  • Speak to consultancy services and they can discuss your organisational needs.
  • If you need some more information or advice about the packages, please contact MHCC Consultancy Services at
  • We will negotiate regarding costs outlaid for resources already purchased.

How long will it take to complete the assessment process?

Experience has shown that it might take at least an hour to complete the biggest domain. Some domains are much shorter.

If the assessment is being completed in groups this is likely to take longer, because the group will likely be discussing their responses. This is the most beneficial and reflective way to conduct the process.

Most staff are time poor, so spreading the undertaking over a period of time should be considered.

Allocate time for your staff to undertake this work without interruption.
It may be good strategy to also spread out the task of collating and reviewing the data collected (TICPOT DIY).

If you want to complete it all in one go, consider putting at least a day aside for each participant/group undertaking the assessment.

What should I do to assist the staff completing the assessment domains?

  • Ask you staff members to complete the essential pre-assessment reading in 
  • Stage 1 – Planning and Assessment before completing any domains– allocate time available (see above).
  • Organise a session in which you explain to staff why you are undertaking the QI process and ask staff if they have any concerns or questions before they begin.
  • Give staff time to discuss what they are doing as a group before they commence the assessment.
  • If staff have multiple roles in the organisation ask them to take a specific perspective, e.g., counsellor, trainer, sales, communications, admin, finance, management, peer worker etc.
  • Decide whether staff with multiple roles should complete more than one assessment.
  • There may be some repetition across some domains but this is to allow for circumstances where completion of only some domains is required.
  • Anonymity may be difficult in small organisations, teams or groups or where an individual is a sole person in a role. In addition, evidence provided by staff members may identify them or others. We suggest your working group discuss confidentiality issues before commencing this process.
  • It is not the intention of this product to be used within the performance management and appraisal system, rather as a means for enhancing organisational operations for providing quality TI services and programs.

What if I/we can't answer a question?

  • When completing the survey there are 6 categories for rating your response:
    • Strongly Agree (SA) /Agree (A)/ Disagree (D) /Strongly Disagree (SD) OR 
    • Not Applicable - N/A or Don’t Know D/K
  • Not knowing an answer is fine, just answer Don’t Know (D/K). This is useful feedback – it helps management decide on what topics staff might benefit from access to further information, training or support down the track. Comments on why you don’t know are also useful.
  • Some people may feel ambivalent when answering a question because they feel in some circumstances they agree with the question but maybe there are caveats to that rating. In such circumstances an answer should be rated as Disagree (D) and the rating explained in the evidence provided (e.g. the organisation provides trauma training to front-line workers but not to all staff). Therefore the Disagree (D) rating might later be assessed by a reviewer as Somewhat Trauma-Informed.
  • ‘Evidence’ may be for example: a comment describing what an organisation does; a policy document, guidance, standards or access to training, supervision in concrete or informal terms.

What if the question doesn't apply to them or the organisation?

Indicate Not Applicable (N/A) and comment why this is so in their view.

Where can I find out more about TICP?

Read more about MHCC’s work in the TICP arena here

Read Trauma-Informed Care and Practice: a national strategic direction here