A Users Assessment of a Domestic Violence Information and Referral System in Meeting the Needs of a Diverse Population
National Institute of Justice Evaluation of the City of Chicago Domestic Violence Help Line
Gwyn Roland, MA and Michelle Fugate
City of Chicago Domestic Violence Help Line
333 So. State St. - Room 550
Chicago, IL 60604
Beginning 2004, the Mayor's Office on Domestic Violence in collaboration with the Center for Urban Research and Learning at Loyola University conducted a two-year evaluation of the City of Chicago Domestic Violence Help Line. The evaluation was funded by the National Institute of Justice.
The three primary goals of the evaluation are to:
1) assess the effectiveness of the Help Line's operation in serving domestic
violence victims from Chicago's diverse populations;
2) learn about the differing needs of diverse populations and their experiences
utilizing the information, referrals, and linkages; and
3) provide information to other municipalities interested in establishing such
public-private programs, collaborations, and policies.
Interviews and surveys were conducted with multiple users of the Help Line to assess the usefulness of the Help Line.\
Focus groups were conducted with the Help Line call takers, Victim Information and Referral Advocates (VIRA).
A survey was completed with 1,200 Chicago Police Department Patrol Officers.
A telephone interview was completed with 74 staff at Domestic Violence Service Provider Agencies.
A survey was completed with 357 members of the Police District Advisory Committees.
A telephone interview was completed with 399 domestic violence victim callers to the Help Line.
A variety of questions were developed to solicit information about any experiences with the Help Line, their overall assessment of the Help Line, assessment of specific features of the Help Line and assessment of referral process since the inception of the Help Line.
Overall, all users of the Help Line highly rated the usefulness of the Help Line. And, victims and DAC members would refer others they knew were experiencing domestic violence to the Help Line.
Ø The Confidentiality provided by the Help Line is highly valued by victims.
Ø Victims and DAC did not think the Help Line is widely advertised.
Ø The availability of a single phone number is highly valued by providers and the police. And, providers highly value the translation services.
Ø One third of victims were hesitant prior to their call to the Help Line because they did not know what to expect, were afraid, embarrassed, didn't want to be labeled a victim or didn't know if what they experienced was domestic violence. Victims received a variety of information, referrals and telephone links to domestic violence service providers. And, victims were affected by the information in a variety of ways.
Most of the victims received the information or referral information they were seeking and most attempted to contact the service provider they were referred to for services.
Most victims received increased knowledge or awareness from their call to the Help Line. Commenting, "I know what my options are"
The Help Line affected just over half of victims emotionally. For example, the victim reported feeling better about themselves.
About one third reported additional action as a result of the Help Line call. For example, "I wanted an Order of Protection so I went and got it."
A key feature of the success of the Help Line model and highly valued by domestic violence victims is their interaction with the VIRA. Three themes are identified in the victims comments on the importance of the VIRA interaction.
v Strong Personal Connection. The VIRA is not an impersonal resource but an advocate, friend, ally and confidante.
v Comfort and Support. Victims received and felt comfortable and supported by the VIRA.
v Strategizing. The VIRA is a source of knowledge helping the victim identify a plan.
The Help Line is built upon three components. This evaluation provides evidence of the existence and usefulness of
each of those components.
Streamlined System
Providers and Police who had experience navigating the array of domestic violence service providers prior to the inception of the Help Line reported an improvement in the ease of making referrals with the Help Line.
The availability of a single phone number, staffed around the clock providing access to information 24 hours a day, 7 days a week is highly valued.
Empowerment Based
The victim's interaction with the VIRA provided the victim with a strong sense of a personal connection, comfort and support and a strategizing function.
Outreach Model
Many of the victims learned about the Help Line from advertising and other community members.
Many of the DAC members were aware of the Help Line and how to access the Help Line.
The findings of this evaluation all point to the effectiveness of the Help Line in meeting the needs of diverse victims and as a model of service delivery, specifically, in providing the Help Line referral and linkage service as intended.
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