In collaboration with the National Center for Victims of Crime, the Urban Institute evaluated NCVC’s VictimConnect Resource Center between 2023 and 2025 with funding from the National Institute of Justice. We surveyed nearly 1,000 visitors, observed more than 350 interactions between visitors and hotline staff, interviewed staff and partners, and analyzed three years of hotline data. This report summarizes our evaluation and presents results for 23 research questions.

Why This Matters

VictimConnect is the only national helpline serving all crime victims by providing emotional support, information, and referrals. These services are offered through a website and a hotline available by phone, online chat, and text messaging and operated by trained staff called victim assistance specialists (VAS). In 2023 and 2024, VictimConnect received over 1,400 webpage views a day on average and served more than 36,000 helpline visitors from all backgrounds and every US state. Our findings provide insights for service providers, funders, and policymakers into how the hotline supports the accessibility, delivery, and efficiency of victim services.

Key Takeaways

Our goal was to answer four key questions about service access, delivery, protections, and efficiency through extensive data on VictimConnect’s implementation and outcomes. These data led to the following overall conclusions:

• VictimConnect meaningfully expands access to victim services.
• Multiple access modes and 24/7 operations meet different visitor needs.
• Victim Assistance Specialists provide high‑quality, trauma‑informed support.
• Early gains in knowledge and emotional support have lasting effects.
• VictimConnect increases awareness and supports pathways to victim services.
• Confidentiality and victim rights are strongly protected.
• VictimConnect strengthens the broader victim services field.
• Strong infrastructure supports service quality, with opportunities for refinement. 

We also identified several recommendations for VictimConnect to continue expanding its impact, which other service providers and policymakers can learn from as well. For example, we suggest that it maintain operations with proven benefit, continue participating in the National Hotline Consortium, and data monitoring. Areas for expansion include the hotline’s internal and external resource databases, local outreach efforts and partnerships, and staff training. Lastly, we recommend further implementation of warm transfers between providers.