Outcomes
Operating since 2019.
Client partnerships, independent research, post training surveys and continuous member feedback. Underlying data available on request.
Customer story
How ModSquad uses Rebuilding Thoughts to protect their moderators.
Jason Ferguson
ModSquad · operations leadership
ModSquad provides outsourced moderation, community and support services to global brands. They have partnered with us continuously since June 2020.
"We've been working with Rebuilding Thoughts since June of 2020. During that time, Rebuilding Thoughts built us a very helpful website filled with self help information and has provided training to our managers to help them deal with challenging situations. This training received rave reviews from our managers and we'd be interested in exploring additional options with them.
They've also been a great resource for our Mods and Managers when they need someone to talk to, whether it's just to vent or a full on counseling session. We've worked with EAP Programs in the past that provided some level of counseling, but we've received much better feedback from those that have sought help from Rebuilding Thoughts.
Rebuilding Thoughts is providing us with a great service that's affordable, scalable and flexible.
Independent research
We funded one of the first studies of content moderator emotion regulation.
Study at a glance
- Partner
- Thompson Rivers University, Emotions Lab
- Population
- 53 commercial content moderators recruited through Rebuilding Thoughts
- Design
- Correlational. Validated emotion regulation and well being measures.
- Status
- Complete. 34% scored above the clinical burnout threshold.
Moderators who used adaptive strategies, including positive reappraisal, refocus on planning and non judgment, reported fewer symptoms and higher well being. Those relying on rumination, self blame and expressive suppression reported more. Believing emotions are controllable and useful predicted use of the adaptive strategies.
In plain language. The skills our tool builds are the same skills associated with lower burnout in this workforce. This is correlational evidence, not a randomised controlled trial, and because this population is still under studied, we are committed to continuing the work.
Training and awareness
Post training surveys across 400+ attendees.
Collected across multiple cohorts and clients.
82%
of attendees said the session met or exceeded expectations
93%
said the content was practical and easy to apply
92%
rated the instructor 8 / 10 or higher
68%
rated the instructor a perfect 10 / 10
Structured interview programme
When burnout is rising and teams are turning on each other, leadership needs to know why. We find out.
A global Trust and Safety function came to us with burnout climbing, arguments breaking out between teams, and managers who could feel it but could not explain it. They already had an assistance programme, training, engagement surveys and dashboards. None of it told them what was actually wrong.
So we ran a structured interview programme across a full year, four quarters, designed and led in house by our clinical lead as a coordinated occupational psychology intervention.
- 01
Design
We build the interview instrument ourselves, grounded in occupational and organisational psychology. Same questions, same domains, every quarter, so the data is comparable over time rather than a one off snapshot.
- 02
Interview
Licensed practitioners run confidential one to one structured interviews with a representative sample across the function, including team leads and senior leaders. Not a survey. People tell you things in an interview that they will never type into a form.
- 03
Analyse
Responses are coded thematically across twelve life and work domains, scored, and cross referenced against the previous quarter. Every theme is evidenced with verbatim quotes so leadership sees the actual words, never our interpretation alone.
- 04
Recommend
Each domain lands with a named remedial action, an owner, and a priority. Then we come back the following quarter and report whether it moved.
Twelve domains, measured every quarter
What changed by Q4
Leadership stopped guessing. They could name the pressure points, point to the evidence behind each one, and fund the right thing.
- The friction between teams traced back to meeting load and communication that had become transactional, not to personality clashes. That is a fixable operational problem.
- Team leads were absorbing most of the emotional weight of the function. They got targeted coaching instead of another all staff training module.
- Trauma informed manager training was rewritten around the exposures people actually described in interview, not a generic curriculum.
- Promotion transparency came up in every quarter, so it was separated into a criteria problem, a communication problem and a selection problem, and handed to the right owners.
- Senior leaders were carrying the function quietly. Burnout work was prioritised for them first.
- A measured baseline now exists, so every quarter is a comparison rather than an opinion.
Full quarterly reports available under NDA on request.
Members · post session feedback
What members say after they actually use it.
Anonymous post session feedback collected continuously since 2019. 1,000+ responses across moderation, support and operations teams. Headline metrics below. Raw data available on request.
98%
felt the space was safe and non judgmental
98%
felt listened to
97%
said the session met their needs
93%
wanted to book another session
Based on 1,000+ anonymous responses collected continuously since 2019.
Support and tips. I always feel safe to share whatever is on my mind. Really makes my day.
Anonymous member
One to one session
I was able to express my opinion freely, and even thanked for saying what I felt and thought.
Anonymous member
One to one session
Insightful and very helpful. She is phenomenal at what she does. You guys at Rebuilding Thoughts are rockstars.
Anonymous member
One to one session
It was very open. We could discuss any topic we want.
Anonymous member
One to one session
Just talking about it, we were able to find out about other aspects of my issues.
Anonymous member
One to one session
Always feeling better after each session.
Anonymous member
One to one session
It reminded me how good it feels to just take a breath.
Anonymous attendee
Resilience training
The content was practical and easy to apply. Overall content was very helpful. This could be for anyone.
Anonymous attendee
Resilience training
I appreciate the flexibility of my coach, and that she anticipated what I needed before I asked.
Anonymous member
One to one session
This is the best training I've ever had. It was so impactful, relaxing and informative. I took so many notes and am so grateful for the materials to use in my everyday life. Truly outstanding work.
Anonymous attendee
Resilience training
None lacking, I loved all of it.
Anonymous attendee
Resilience training
No feedback. Thank you for the beautiful session.
Anonymous attendee
Resilience training