Wellbeing for staff

Support staff who run social media channels.

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Social media professionals work out-of-hours, deal with negativity and abuse and face crises on an increasingly regular basis. This, combined with the additional stresses of working during a global pandemic, means it’s important that social media professionals are adequately supported with relevant workplace health and safety practices and resources.

Roles, responsibilities and processes

Each agency should ensure their social media professionals understand:

  • How roles and responsibilities are shared out of hours (for example, a roster)
  • What the escalation process is (refer to the example escalation matrix (PDF, 112.14 KB))
  • What content should and shouldn’t be removed or hidden (a profanity filter should be implemented to support this)
  • Who is in charge of the channels when an employee is on leave 
  • When you’re expected to reply to queries (for example, listing response times and business hours on your channel's community management guidelines). These timeframes should be reasonable based on resourcing and volume of enquires 
  • How to handle cyber-bullying
  • How to recognise and address signs of burnout
  • How to and access support services like the Employee Assistance Program.

Please speak your manager or team-mates if you’re unsure of how to access these in your department.

Wellbeing tips for social media professionals


Keep communication open

  • Allocate time in your day or week to debrief with colleagues
  • Reach out to peers in the social media industry to share experiences and seek advice when needed
  • Celebrate achievements and progress with your team
  • If you feel you need support, talk to your manager about how you’re feeling.


Practice good digital hygiene

It’s important for social media professionals to set boundaries. Make sure you:

  • Think about limiting the time you spend on social media outside of work 
  • Consider switching off notifications or your work phone completely at night or when you’re not working
  • Avoid using devices directly before going to sleep.

 
Prioritise self-care

Make time to look after your mental and physical health throughout the day, which can include:

  • Taking regular breaks
  • Getting outside at least once a day
  • Getting enough sleep
  • Exercising and moving your body
  • Making time for the things you enjoy
  • Connecting with friends or family
  • Seeking help when you need it.

Where to get help

If you feel your mental health is being impacted by your work, support is available. If you feel comfortable, talk to your manager about how you’re feeling in the first instance. For further information on the wellbeing support available to NSW Government employees, visit the NSW Government sector resource kit.

For immediate support, call one of the following numbers 24/7: 

Online services and tools:

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