Abstract
For people who have experienced psychological trauma, distressing experiences like being notified of exposure to an infectious disease, may trigger a trauma response, a natural, often unconscious, emotional reaction. Disease investigation specialists (DIS), including contact tracers and case investigators, may encounter clients who exhibit trauma responses during outreach calls. In this paper, we describe a novel approach to these calls that combines two evidence-based approaches: trauma-informed care and health coaching. These two approaches are put into practice using the HEAR technique, which uses the four steps of Hear, Express Gratitude, Ask, and Respond, to engage with emotionally triggered clients. We provide a series of case vignettes and practical examples of how disease investigation specialists can use the HEAR technique to support clients who may be experiencing trauma. Equipped with this approach, DIS can better engage with the public around existing and emerging infectious diseases, thereby improving both individual health outcomes and public health more broadly.