Sa Likod ng Screen: Mental Health Challenges and Coping Strategies of Content Moderators in Cebu City

Abstract

Content moderators play a vital role in maintaining safe and appropriate online environments by filtering harmful and inappropriate content. However, the constant exposure to graphic and disturbing materials poses significant risks to their psychological well-being. This study explored the mental health challenges and coping strategies of content moderators in Cebu City through a qualitative phenomenological approach. Ten participants with at least two years of experience in content moderation were purposely selected and interviewed using a semistructured guide. Data were analyzed using Braun and Clarke’s six-phase thematic analysis. The findings revealed that moderators commonly encountered disturbing content involving violence, sexual abuse, and gore, which led to stress, sleep disturbances, 6and emotional exhaustion. Major stressors included heavy workloads, long working hours, and unstable internet connections. To manage these challenges, participants utilized both organizational and personal coping strategies such as seeking peer support, engaging in wellness programs, humor, leisure activities, and maintaining work-life boundaries. They also emphasized the importance of enhancing wellness initiatives, mental health insurance, and supportive workplace programs. The study emphasizes the need to develop comprehensive mental health support systems and culturally responsive interventions to protect the well-being of content moderators in the BPO industry.