With funding from the National Institute of Justice, the Urban Institute conducted a mixed-methods implementation and outcome evaluation of the National Center for Victims of Crime’s VictimConnect Resource Center. We surveyed nearly 1,000 visitors, observed over 350 interactions between visitors and hotline staff, interviewed staff and partners, and analyzed three years of hotline data. This fact sheet shares findings about the services VictimConnect provides and how interacting with a trained professional improves visitor outcomes.

Why This Matters

Since 2015, the VictimConnect Resource Center has been the only national helpline providing support and referrals for victims of all crime types across the US. Visitors can access information on the website or receive services anonymously by calling, chatting, or texting with victim assistance specialists (VAS). Our data showed significantly better outcomes for visitors who connected with trained staff than those who did not or those who only used the website, which demonstrates the need for resource centers to prioritize making staff available to victims and training staff adequately to meet victims’ needs.

Key Takeaways

VictimConnect hotline staff provided valuable information and support, which increased visitors’ service use, emotional well-being, knowledge, and safety planning. Most surveyed visitors who connected with VAS said referrals matched their needs (80 percent) and were helpful (80 percent), compared with only half who did not interact with a staff member. Compared with people who only visited the website, VictimConnect staff helped visitors feel more hopeful about their future and regain a sense of control. About two-thirds of those who connect with VAS reported increased awareness of victim rights, legal choices, and resources in the community, which in turn helped visitors in safety planning.