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 how partnership between hotlines and other victim service providers facilitate a range of services to a high volume of visitors.

Why This Matters

The VictimConnect Resource Center is the only national helpline providing support and referrals for victims of all crime types in the US. In 2023 and 2024, its victim assistant specialists (VAS) served nearly 30,000 visitors in every state and some territories. Providers and funders will benefit from insights about the importance of collaboration to increase awareness of available services, connect victims to appropriate resources, and advance best practices across organizations.

Key Takeaways

Two-thirds of visitors learned about VictimConnect from an internet search, but those who connected with VAS were more likely to find VictimConnect from an external referral such as another hotline, a service provider, or law enforcement. Regarding referrals from VAS to local providers, VAS were already familiar with the resources they referred to visitors in half their surveyed interactions. Staff and partners identified several strategies that improve the effectiveness of referrals and services: up-to-date and searchable resource databases, outreach at professional conferences and community events, cross-training between organizations’ frontline staff, and collaborative groups such the National Hotline Consortium.