High ACE Scores Among Homeless Services Workers Are Fueling Burnout and Stress
A new national study sheds light on an important but often overlooked reality in the world of homeless services: the people dedicating their lives to helping others are carrying heavy personal histories of their own. And those histories may be directly contributing to burnout, secondary traumatic stress, and rising workforce shortages across the sector.
Conducted by researcher Amanda Aykanian, Ph.D., from the University at Buffalo School of Social Work, this study is the first to examine how Adverse Childhood Experiences (ACEs) relate to professional well-being across a national sample of homeless-services workers. Published in the Journal of Workplace Behavioral Health, it arrives at a time when homelessness in the United States has jumped by 18% in just two years, placing unprecedented strain on already-stretched organizations.
Below is a detailed breakdown of the study, its findings, and what they mean for the future of homeless services—followed by additional context to help readers better understand ACEs, burnout, and why this research matters.
The Study at a Glance
Aykanian and her team surveyed 985 workers across agencies that provide services to individuals currently experiencing homelessness or those recently housed after homelessness. Participants included both paid employees and volunteers. Workers from material-goods–only programs (like food banks) were excluded to keep the focus on direct-service roles.
The study measured each participant’s ACE score. ACEs consist of 10 categories of childhood adversity, including:
- Physical abuse
- Sexual abuse
- Emotional abuse
- Physical neglect
- Emotional neglect
- Household mental illness
- Substance abuse in the home
- Domestic violence
- Parental separation or divorce
- Incarceration of a household member
Scores range from 0 to 10, depending on how many categories a person experienced.
The results were striking: workers in this study had an average ACE score of 2.9, far higher than the general population and even higher than other human-service professions, such as child welfare workers and mental health counselors. Over 75% of participants reported one or more ACEs, and more than one-third reported four or more—a threshold strongly linked in past research with long-term health and emotional challenges.
What’s even more significant is that these ACE scores closely resemble rates seen in people experiencing homelessness themselves.
What the Study Found
The central conclusion of Aykanian’s research is clear: higher ACE scores among homeless-services workers were associated with increased burnout and secondary traumatic stress.
This makes sense when you consider the nature of the job. Workers interact daily with people navigating trauma, crisis, poverty, housing instability, addiction, or mental health struggles. Those with high ACE backgrounds may be more vulnerable to emotional exhaustion when exposed to ongoing trauma, even when they’re committed and passionate about the work.
The study also highlighted:
- A rapidly growing demand for homeless services
- Significant shortages in the workforce since the COVID-19 pandemic
- The increasing difficulty cities face in meeting rising needs
Aykanian emphasized that these trends raise an important question: How can organizations better support workers so they can continue in the field without sacrificing their health?
Why These Findings Matter
One of the most important takeaways from this study is that workers’ personal histories cannot be separated from their professional experiences. When a large portion of a workforce has personally lived through early adversity, the risk of burnout becomes a systemic issue—not just an individual one.
This means it isn’t enough to encourage workers to simply “practice self-care.” The study suggests organizations must play an active role in creating healthier, trauma-informed workplaces. Some ideas include:
- Peer support groups
- Training on trauma and resilience
- Mental health days built into benefits
- On-the-job interventions rather than after-hours requirements
- Regular supportive supervision
- Expanding employee assistance programs
Given the rising demand for services—and the intensive emotional nature of the work—these supports are becoming increasingly essential for worker retention.
Additional Insight: Understanding ACEs and Their Long-Term Effects
To better appreciate why this study is so significant, it helps to understand what ACEs actually do.
The ACEs–Health Connection
Research dating back to the original CDC–Kaiser Permanente ACE study shows that high ACE scores are associated with increased risk of:
- Depression and anxiety
- Substance use disorders
- Chronic diseases like heart disease and diabetes
- Problems with emotional regulation
- Higher sensitivity to stress
A person with four or more ACEs is statistically more likely to experience serious health challenges across their lifetime. This doesn’t mean someone with high ACEs cannot thrive in emotionally demanding fields—but it does mean they may be more susceptible to burnout when exposed to ongoing trauma in their work.
ACEs in Human Services
Human-services fields—social work, mental health counseling, youth residential care—already tend to attract people who have personal connections to adversity or healing. Some studies have found that workers with high ACEs choose these professions because they want to help people going through something similar.
But this also creates a unique vulnerability: repeated exposure to trauma can trigger old emotional wounds.
Aykanian’s study brings this pattern to light within homeless-services staff specifically, something that had not been examined on a national scale until now.
The Bigger Picture: Burnout and Worker Shortages
Homelessness is not only increasing, but the challenges people face have become more complex. Workers often manage:
- Behavioral health needs
- Trauma histories
- Chronic illness
- Substance use disorders
- Barriers to employment
- Housing shortages
- Lack of affordable healthcare
This creates high emotional labor. Pair that with understaffing, high turnover, and limited resources, and burnout becomes almost inevitable.
Many cities have reported serious staffing issues in shelters and outreach programs, making it difficult to maintain safe client-to-staff ratios. When workers leave, new hires require training, which takes time and money—resources agencies already struggle to secure.
Aykanian’s findings could encourage funding agencies, nonprofits, and policymakers to recognize workforce well-being as a critical part of effectively addressing homelessness.
What Organizations Can Do
Based on the study’s implications, several strategies could help improve worker well-being:
Trauma-Informed Organizational Culture
This means understanding how trauma affects both clients and staff, and designing policies that reduce re-traumatization and stress.
Built-In Wellness Supports
Instead of expecting workers to address stress on their own time, agencies could integrate wellness into the workday.
Strong, Supportive Supervision
Supervisors trained in trauma-informed practices can help workers feel safer, valued, and supported.
Career Development Opportunities
Feeling stagnant contributes to burnout. Growth pathways help retain workers.
Peer Support Networks
Sometimes simply knowing you’re not alone can reduce emotional strain.
The study doesn’t prescribe specific interventions, but it highlights the urgency for organizations to develop and adopt them.
Final Thoughts
Aykanian’s research provides a crucial insight into the emotional landscape of homeless-services workers. These are compassionate individuals working under pressure to help vulnerable populations while quietly carrying their own heavy histories of early trauma. Without proper support, many face burnout, emotional exhaustion, and the risk of leaving the field altogether.
At a time when homelessness continues to rise nationwide, understanding and supporting this workforce is more important than ever.
Research Paper
The impact of adverse childhood experiences, work experiences, and demographic characteristics on Professional Quality of Life among homeless services workers
https://doi.org/10.1080/15555240.2025.2551698
