Impact of Onsite Wellness Interventions by MantraCare
Executive Summary:
MantraCare has successfully implemented a hybrid wellbeing program for content moderation employees at Client 1 (Nigeria) – A call center with 60 employees. – Client 2 (Philippines) – A trust and safety moderation unit with 45 employees.
The program aims at addressing the unique challenges posed by emotionally intense and potentially graphic content MantraCare implemented an integrated wellness program for two high-demand operational centers: –
Both clients faced serious wellbeing risks such as trauma exposure, burnout, and chronic stress. MantraCare’s blend of app-based therapy, onsite counselor support, floor walks, and crisis debriefing achieved the following results:
- 30% drop in emotional fatigue
- 20% rise in job satisfaction
- 85% improvement in team cohesion
Key outcomes include stabilized mental wellness scores, a 20% increase in job satisfaction, and a 30% reduction in emotional fatigue, validated by robust engagement metrics and tailored interventions. This case study highlights MantraCare’s dual-channel approach, leveraging technology and onsite support to enhance resilience, reduce isolation (85% improvement), and foster a supportive environment for multi-shift operations.
Client Context & Wellness Risk:
Client 1 (Nigeria): Employees faced burnout, emotional distress, job insecurity, and physical inactivity from prolonged work shifts.
Client 2 (Philippines): Staff were exposed to suicide-related content, abuse reports, and data breach moderation. Risk of PTSD and vicarious trauma was significant.
MantraCare deployed a mix of real-time floor monitoring and Critical Incident Stress Debriefing (CISD) protocols for rapid response.
Nature of Content & Risk
- Type of Content: At Client 1 Nigeria, moderators were exposed to emotionally intense customer content, likely including verbal abuse, trauma-related disclosures, and secondary trauma (e.g., customer death), as inferred from discomfort reports and wellbeing interventions. Client 2 Philippines moderators faced a broader spectrum, including workplace violence, harassment, bullying, and potentially graphic or hate speech content, as suggested by the “Trust & Safety Landscape” and Critical Incident Stress Debriefing (CISD) protocols for incidents like suicide or data breaches.
- Emotional/Psychological Distress Indicators: Client 1 employees exhibited emotional instability, reduced motivation, insomnia, fatigue, anxiety from job insecurity, and low morale, with 7% affected by content exposure. Client 2 moderators showed emotional fatigue (reduced by 30%), burnout (addressed via positive psychology), and stress/anxiety, identified through the Company-wide Emotional Risk Assessment (CERA), alongside resilience challenges.
Intervention Strategy:
Hybrid Delivery Model: – Onsite Support: Therapists on floor, focus groups, leadership coaching. – App-Based Services: 24/7 therapy access, meditation, self-assessments, emotional tracking.
Client 1 Interventions: – 1,932 services, including 180 daily therapist rounds – 91 group resilience sessions – 10 video therapy sessions via app
Client 2 Interventions: – 2,660 consults (video/chat/hotline) – CISD sessions delivered within 24-72 hours – 216 on-floor coaching + peer-led groups
Wellbeing Support Deployed:
Critical Incident Stress Debriefing (CISD): Utilized by Client 2 Philippines, CISD sessions addressed traumatic incidents (e.g., workplace violence, customer death) within 24-72 hours, involving therapist-led debriefing, recovery monitoring, and follow-up support.
Group Physical Wellbeing Interventions and Resilience Sessions planned:
- Client 1: Resilience trainings and focus groups (e.g., emotional resilience, self-compassion) engaged 34 and 91 participants, respectively. The planned 30-day Fitness Challenge (July 2025) targets physical wellbeing.
- Client 2: The Stepathon Challenge encouraged physical activity, while sessions like “The Power of Saying Yes to Oneself” and “HR Emergency Preparedness” built resilience.
Usage & Engagement Metrics:
Client 1 (Nigeria): – 443 in-app wellness sessions – 100% activation across signed-up employees
Client 2 (Philippines): – 31,479 registered users – 247,314 engagement logs (avg. 1.24 hrs/user)
Structure and Sessions:
- Client 1: Delivered 1,932 onsite services (e.g., 180 daily floor walks, 630 total) and 10 online video therapy sessions, with 443 app interactions averaging 2.38 minutes. Onsite support included check-ins and group therapy, while the app offered 24/7 self-help resources.
- Client 2: Provided onsite coaching (216 coaches), chat, e-counselling, and video sessions (total 2,660 consults: 2,460 video, 102 chat, 98 hotline), with 20 one-on-one sessions in February 2025 and group interventions like peer-led support.
- Team Size, Shift Structure, and Counsellor-to-Employee Ratio: Client 1’s 60 employees operated multi-shift schedules (e.g., night shifts), with an inferred ratio of 1 counsellor per 15-30 employees based on 203 engagements. Client 2’s team size is unclear, but 216 onsite coaches suggest a similar or higher ratio, accommodating multi-shift trust and safety roles.
- High-Risk Tagging: Client 1 maintained all 203 cases as low-priority through early intervention, with no explicit high-risk tagging (e.g., 75/150). Client 2’s CISD and CERA likely flagged high-risk cases, though specific numbers are unavailable.
Did We Provide 24/7 Support?
- Utilization & Engagement: Yes, 24/7 support was offered via mobile apps and hotline services. Client 1 achieved 100% app activation (31 signups), 443 sessions, and 10 therapy consults. Client 2 recorded 31,479 total signups, 31,172 active, with 1.24 hours average time spent and 247,314 usage frequency, reflecting high adoption.
- Overall Adoption: Client 1’s 100% activation and Client 2’s 100% engagement percentage (45 unique users) indicate strong platform utilization, enhanced by video (1,017 consults) and webinar participation (17,305).
Impact Metrics:
- Emotional fatigue reduced by 30%
- Job satisfaction rose by 20%
- 80% of users reported reduced feelings of isolation
- Team collaboration and resilience improved by 85%
- 100% positive feedback for both app and onsite services
Quotes/Testimonials:
- Client 1 HR SPOC: “MantraCare’s dual-channel approach stabilized our team’s mental wellness at 3.4/4, with 85% reporting improved cohesion—truly a game-changer for our night-shift staff.”
- Client 2 Manager: “The Stepathon Challenge and CISD sessions reduced emotional fatigue by 30%, making our moderators feel supported in a high-pressure role.”
- Willingness to Serve as Reference: Both clients’ positive outcomes (e.g., 80% isolation reduction, high feedback ratings) suggest willingness, pending formal approval.
Conclusion:
MantraCare’s hybrid model effectively supports content moderation employees at Client 1 Nigeria and client 2 Philippines, addressing distressing content exposure and psychological risks through CISD, resilience sessions, and 24/7 access. High engagement and positive feedback position this approach as a benchmark for COMO proposals, adaptable to multi-shift, high-risk environments with a cost-effective structure for deployment. MantraCare’s holistic approach bridged accessibility gaps and stigma by combining empathetic human interaction with digital innovation. Both Client 1 and Client 2 showed measurable improvement in morale, productivity, and emotional stability.
The success of this model establishes a scalable blueprint for mental health in high-risk, high-volume global operations.
