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 VictimConnect visitor’s technology usage and preferences as well as technology-related challenges.
Why This Matters
Since 2015, the VictimConnect Resource Center has been the only national helpline providing support and referrals for all crime types across the US. These services are offered through a website and a hotline available by phone, online chat, and text messaging, which are operated by trained staff called victim assistance specialists (VAS). In 2023 and 2024, VictimConnect received over 1,400 page views per day on average and served over 30,000 visitors through the helpline. Understanding the effectiveness and appropriateness of hotline technology can inform providers, funders, and policymakers across the US about how to build platforms and offer services that meet victims needs and protect their privacy.
Key Takeaways
Our data demonstrate the importance of hotlines that prioritize accessibility through functionality, privacy, and choice of modes and times. Most visitors connected by phone, but the ratio of chats and texts increased as the hotline hours and usage expanded. Surveyed visitors under age 35 and men were more likely to chat or text than call. Overall, we found that the mechanisms employed by VictimConnect are appropriate to meet visitors’ needs. The platform was operational 99.9 percent of the time from 2022 to 2024, and 90 percent of observed interactions were conducted without technology issues. Both staff and visitors are satisfied with the technology, staff think the existing privacy protections are adequate, and nearly all visitors think VictimConnect felt safe and private.
