Crisis Call Hotline Support Services
NEED FOR CRISIS CALL HOTLINE SUPPORT SERVICES
Domestic Abuse (also called Intimate Partner Violence or Domestic Violence) is defined as “the use of power and control within an intimate relationship that threatens a person’s well-being. A domestic abuser, or batterer, uses physical or sexual violence, emotional hurt, and threats to gain control through the victims fear. It’s a pattern of behavior, usually with repeated episodes of violence. There may also be times when the abuse is less obvious. However, even one threat, or one abusive act, results in intimidation that is felt throughout the family.” (Source: Domestic Violence Network)
Each year, an estimated 1.3 million women are victims of physical assault by an intimate partner. National statistics indicate that one in every four women will experience domestic violence in her lifetime. Unfortunately, most cases of domestic violence are never reported to the police.
(Source: National Coalition Against Domestic Violence – Domestic Violence Facts, www.ncadv.org)
In Indiana, 63,158 crisis line calls were received from July 2011-June 2012 for domestic violence-related incidents, 10,910 women and children were served in emergency shelters, and 20, 983 women and children were served by non-residential programs.
When domestic violence victims are ready to flee their abusive partners, they often do not have information and resources that they can turn to for safe shelter, guidance, and support services. Frequently, victims have limited time and choices available in order to leave their abusive homes; therefore, it is imperative that agencies respond swiftly and appropriately when a victim calls for assistance.
The needs and services of domestic violence victims vary. Common requests include: emergency shelter referrals, employment and job training resources, housing referrals, counseling/support groups, life skills training, food, and legal assistance.
Beacon of Hope Crisis Center recognizes the importance of assisting domestic violence victims and their children with comprehensive services and a caring approach.
OVERVIEW OF CRISIS CALL VICTIM ADVOCACY
When victims call into the Center, the Victim Advocate will assess the victim’s needs. The Victim Advocate assists victims with the following services:
· Crisis intervention counseling
· Case management
· Referrals to shelters, food pantries, housing assistance, social service agencies, and legal
· Providing basic needs of toiletry items, paper products, household items, etc.
· Court advocacy (assistance in filing protective orders)
· Life skills training (financial literacy, job skills, empowerment)
Once initial contact has been made with the victim, the Victim Advocate will continue to follow up with the victim on a weekly basis (or as needed) through phone/office visits to assure the victim’s ongoing needs are met.
Project Manager (CEO/Executive Director) – Responsible for overseeing the Director of Victim Advocacy Services and ensuring overall crisis call advocacy services success; including program development, staff and volunteer management, marketing, fiscal management, and grant reporting. Reports directly to the organization’s Board of Directors.
Director of Victim Advocacy Data – Responsible for overseeing the accurate, compliant and confidential collection of Victim Advocacy data and the timely and accurate achievement of program goals and outcomes. Reports directly to the CEO/Executive Director.
Victim Advocate – Responsible for directly assisting victims of domestic violence through phone and office visits, including initial intakes and follow-ups, case management, and coordination of assigned programs. Such as training volunteer crisis call intake specialists and facilitating life skills training sessions. Represents the agency through monthly advocate meetings, hosted by the Domestic Violence Network. Reports directly to the appropriate aligned grant focused leadership team member, Senior Victim Advocate, Crisis Call Team Leader and/or CEO/Executive Director.
Program Assistant (Volunteer Intern) – Responsible for assisting the Victim Advocate by supporting her tasks including direct client assistance, data management, and program reporting.
Crisis Call Intake Specialist (Volunteer) – Trained volunteers answer incoming crisis calls from domestic violence victims, providing information and referrals.
Counselor (Contracted) – Licensed professional responsible for meeting clients in-house for weekly individual and group therapy sessions.
Collaborative partners include (but are not limited to):
· Indiana Coalition Against Domestic Violence – information and victim referrals
· Domestic Violence Network – information and victim referrals
· Salvation Army Shelter – emergency shelter referrals
· Julian Center Domestic Violence Shelter – emergency shelter referrals
· Sheltering Wings Domestic Violence Shelter – emergency shelter referrals
· Coburn Place – transitional housing referrals
· Images Human Services Network – contracted (in-house) counseling service
· Connect to Help – community agency and victim referrals
· Indiana Criminal Justice Institute (DVPT & VOCA) – funding source
· Indiana University-Purdue University at Indianapolis (IUPUI) – volunteer (intern) program assistants
· Ivy Tech Community College – volunteer (intern) program assistants
· Legacy House – victim referrals
GOALS, EVALUATION, AND OUTCOMES
The overarching goal of our Victim Advocacy Services and Programs is to support victims of domestic violence who are currently in or recently left an abusive relationship.
Victims are evaluated at the time of their initial call/office visit and subsequent follow-up calls/office visits to ensure quality assistance is provided that meets the victim’s needs. Victim information is recorded on intake/assessment forms and follow-up service forms. Statistical data is recorded on a daily basis. Program standards are monitored on a monthly basis by the Project Manager.
Beacon of Hope Crisis Center anticipates the following outcomes:
· At least 700 women and children will be served in the Victim Advocacy Program annually.
· At least 25 domestic violence victims will receive individual and/or group therapy sessions annually.
· At least 85% of the victims served will demonstrate improved empowerment skills and social service
options in order to make informed decisions regarding their abusive relationships.
Through the years, Beacon of Hope Crisis Center has witnessed many clients who have successfully achieved self-sufficiency and empowerment through our program services. The following are examples of our clients’ success stories:
“Thank God that I get counseling at Beacon of Hope…I definitely need help, and they have been there with me every step of the way. When everyone else chose to see the worst in me, they saw the potential…They helped me cope getting through the holidays as a single woman…With Beacon of Hope, I finally have a strong support system that I always lacked. I actually have people in my corner who actually care instead of condemn…For the first time, I truly do have hope that things can and will get better.”
“Thank you so much for your care and help during this difficult time in our lives. When I first spoke with you…I was confused, lost, and well, a total mess. You took the time to talk with me and assure me that this was not my fault. You offered to allow my daughter and I to come to Beacon of Hope for counseling and to help find a shelter for us when we desperately needed a safe haven to turn to…healing has begun for which I am truly grateful. I know the road ahead of us is long, but I am thankful to have a supportive, dedicated team cheering us on & helping in our healing process…thank you to the entire Beacon of Hope staff for shining a light into the darkness that once was our reality.”
“…I have learned so many things to help me recognize signs of abuse, to help me learn and put into place boundaries for myself and my relationships with others… Now all has been restored to me and I have been in the good road of living a healthy life of stability…I am so grateful for Beacon of Hope being there and for being a part of my life.”