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 describes the people that sought information and referrals from VictimConnect.

Why This Matters

Since 2015, VictimConnect has been the only national helpline providing support and referrals for all crime types. In 2023 and 2024, its victim assistance specialists (VAS) served nearly 30,000 visitors through call, chat, and text in every US state and some territories. Understanding who seeks out a national victim referral helpline can inform providers and policymakers across the US about potential gaps in awareness or availability of state and local victim services. Similarly, findings about why people chose to use VictimConnect can guide decisions to make other hotlines and victim services more accessible.

Key Takeaways

Our data indicate that VictimConnect fills a gap in services for people of all backgrounds and with a wide range of needs. Most visitors identified as victims (as opposed to family, friends, or service providers of a victim) who had experienced many types of harm. The most common types of victimization shared were stalking, nonsexual harassment, and intimate partner violence, but VictimConnect also reaches victims of crimes with service gaps. Half of the visitors surveyed had already tried seeking services for the victimization experience they contacted VictimConnect about but only a third said they were familiar with local services or resources. Surveyed visitors chose to contact VictimConnect because of its ease of use, safety, and privacy.