The VictimConnect Resource Center is an active member of the National Hotline Consortium. The National Hotline Consortium was formed in 2015 by a group of leading national victim service and crisis intervention hotlines. The primary goals of the Consortium are to develop and model best practices for victim services and crisis response phone, chat, text, and email hotlines and to facilitate communication and coordination among these hotlines all in order to provide high-quality response to users of the services.
As a member of the Consortium, VictimConnect has agreed to uphold the following standards:
- The provider/organization maintains fiscal and HR management plans that meet applicable laws and funding expectations.
- The provider maintains annual operating plans for all operations and services, and integrated the plans into staff job descriptions and performance plans
- The provider has a written guideline that describes the program’s policy on nondiscrimination in service provision and employment.
- The provider requires a comprehensive victim-centered, trauma-formed, solution-focused training program for all direct service staff and volunteers. The training program also incorporates a continuing education component with annual training standards and expectations.
- The provider maintains its targeted area(s) of expertise.
- The provider maintains written standards on confidentiality of services and related user records and will disclose these provider based standards on request.
- The provider maintains a comprehensive resource and referral program component that includes policies related to; service description and/or taxonomy standards, inclusion/exclusion policies, memorandums of understanding and/or service agreements, update standards, and security.
- The provider maintains a secure contact data collection and reporting system to record, track, and report required activities, outcomes, and individual operator matrix.
- The provider maintains a record retention policy for all agency/service activities
- The provider maintains a business continuity plan to ensure continued crisis service in the event operational site or necessary support technology is rendered inoperable. The provider tests this plan on an annual basis.
- The provider maintains comprehensive policies and procedures related to situations that enter the service/operator into “mandated reporter” status.
- The provider maintains service access and deliverability per the Americans with Disabilities Act standards.
- The provider recognizes and is sensitive to the impact of vicarious trauma and has in place a comprehensive wellness program for its staff.
- The provider regularly collects, reviews, and integrates user feedback with guidance from their leadership.