Victim-centric Policing Providing an effective and responsive - - PDF document

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Providing an effective and responsive service to individuals and communities impacted by crime and victimisation

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Victim-centric Policing

(Introduce content)

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Overview

Today’s presentation will cover -

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• Role of the Victims Advisory Unit (VAU)
• Evolution of ‘the victim’
• Victim-centric policing practice
• Victoria Police Victim-centric Service Delivery Strategy (VCSDS)
• Victoria Police eReferral (VPeR) System
• Co-located Victim Assistance Program
• Victim-centric Portfolio Holders (VCPH)
• Future directions

(Overview)

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Victoria Police – Victims Advisory Unit

The Victims Advisory Unit (VAU) is a multidisciplinary team that provides a consistent and coordinated response to issues related to victims of crime and those in need of assistance.

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Victim-centric Service Delivery Strategy Victoria Police eReferral (VPeR) System Co-located Victim Assistance Program (VAP) Victim-centric Portfolio Holders

(Victims Advisory Unit) The Victims Advisory Unit (VAU) represents a specialised unit within a police organisation that provides a consistent and coordinated response to issues related to victims of crime and those in need of assistance. Key functions of the unit include –

• Implementation of the Victoria Police Victim-centric Service Delivery Strategy
• Management of the Victoria Police eReferral (VPeR) system
• Coordination of the Co-located Victim Assistance Program (VAP) at Police Stations
• Introduction of Victim-Centric Portfolio Holders throughout the state

The VAU performs an important role in –

• supporting frontline police,
• working strategically to address issues affecting operational practice, and
• enhancing service delivery to the community.

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The evolution of ‘the victim’

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(The evolution of ‘the victim’) Police are increasingly being called upon to assist individuals and communities in matters that are not necessarily criminal in nature. As such, traditional definitions of ‘victim’ may now be considered too narrow for policing activities. Given the breadth of policing responsibilities it would not be unreasonable to expect that police may be required to support victims of natural disasters or accidents, whereby their policing powers are used as a means to contain, protect and support. Further there is a community expectation that police would (and do) assist in a situation where an individual is threatening self-harm. The act would not fall into the category of a criminal act, but it is reasonable to expect that police would respond and act in order to protect life. In response, to this Victoria Police has adopted a victim-centric approach to its policing activities.

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Victim-centric Policing Practice

Victim-centric policing recognises that victims and those in need of assistance are central to policing practice.

Uphold and reinforce human rights Deliver services in a respectful and courteous manner Provide support in a responsive and client focused manner Provide timely information Minimise secondary victimisation

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(Victim-centric Policing Practice) Victoria Police strives to deliver service excellence and is committed to -

• reducing victimisation
• enhancing services for those in need of assistance and;
• building community confidence and trust.

This is achieved by adopting a victim-centric approach to policing. Victim centric policing recognises that victims and those in need of assistance are central to policing practice. It seeks to –

• Uphold and reinforce human rights
• Effectively deliver services in a respectful and courteous manner
• Provide support in a responsive and client focused manner
• Provide timely information of the investigation and prosecution processes
• Minimise secondary victimisation.

Frontline police members are in a unique position because they are usually the first point of contact for those impacted by crime. They provide a gateway to the criminal justice system and can potentially intervene early to prevent crime, and where crime does occurs, to minimise associated harm. Specifically for victims, police officers can provide appropriate information and support associated with the investigation and prosecution processes to minimise the risk of further trauma or secondary victimisation. Police can also refer victims and others in need of assistance to a relevant support service. This contributes to the goal of reducing victimisation in the first instance, while lessening the adverse effects of victimisation on the broader community.

The implementation of a victim-centric philosophy within policing requires a rethinking of police organisational structures and processes. The creation of new organisational symbolism in plans, documentation and actions is regarded as key to successful implementation. Executive leadership teams within policing

• rganisations need to establish solid symbols of support for victims that leave frontline

members in no doubt as to what is required. In recognition of this Victoria Police developed and implemented the Victim-centric Service Delivery Strategy . . .

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Victoria Police Victim-centric Service Delivery Strategy (VCSDS)

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(Victim-Centric Service Delivery Strategy) . . . which was launched by the Chief Commissioner Graham Ashton in 2015. Highlighted as a key initiative in the Victorian Government’s Community Safety Statement 2017, the Strategy includes –

• the development of victim-centric policing principles of practice and;
• establishing referral pathways for victims and those in need of assistance into

early intervention and support service streams The Strategy also involves embedding victim-centric practice into organisational planning, education and training programs. Continued monitoring and evaluation processes will ensure that this approach is being effectively implemented and new reporting mechanisms will strengthen accountability.

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VCSDS - Priorities & Programs

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• Victims Assistance Program (VAP)

co-located at Police Stations Increase

• pportunities to

empower victims

• Victoria Police Victim-centric

Portfolio Holders (VCPH) Raise the

• rganisational focus
• n victims and those

in need of assistance

• Victoria Police eReferral (VPeR)

System Streamline the process for referring victims and those in need of assistance

(VCSDS – Priorities and Programs) Key priorities of the Strategy and associated programs include –

• Increasing opportunities to empower victims – through the expansion of the

Victim Assistance Program at police stations and specialist squads

• Raising the organisational focus on victims and those in need of assistance – by

utilising our network of Victim-Centric Portfolio Holders

• Streamlining the process for referring victims and those in need of assistance to

support – through the Victoria Police eReferral System

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Victoria Police eReferral (VPeR) System

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(Victoria Police e-Referral [VPeR] System) The VPeR system is utilised for consent-based, non-crisis and non-family violence referrals. It enables police members, as the first point of contact, to refer victims and those in need of assistance to a range of appropriate social support and welfare services in a streamline and efficient manner.

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Victoria Police eReferral (VPeR) System

+91,000

referrals

Court Support Youth Support Dispute Settlement Griefline Support After Suicide Home & Community Care ChildFirst Turning Point Road Trauma Support Victim Support Agency Centrelink Victorian Legal Aid Disability Support Monash Health Gamblers Help

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(Victoria Police e-Referral [VPeR] System) It was implemented on the 1st of October in 2014 and since then over 91,000 referrals have been made to 150 individual support agencies. It was embedded within the existing Victoria Police IT infrastructure in order to provide police members with a familiar look and feel; this helped to promote its use.

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Victoria Police eReferral (VPeR) System

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(Victoria Police e-Referral [VPeR] System) Frontline police referrals assist in early intervention and contribute to harm reduction. When the support agency makes assertive contact with the referred person – it enables that person to access support and treatment programs that they would not have otherwise sought.

Slide 11 Victoria Police eReferral (VPeR) System

Aged Support ATSI Support Disability Dispute Settlement Legal Advice Court Support Alcohol Misuse or Dependency Financial Support Gambling Support After Suicide Road Trauma Support Non- suspicious Death Drug Misuse

• r

Dependency Victim Support Mental Health Parenting Support Youth Support Family /Child

VPeR includes 18 referral pathways

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(Victoria Police e-Referral [VPeR] System) There are 18 referral pathways on VPeR and the type of people referred can include –

• victims of crime,
• offenders,
• witnesses, and
• people deemed by police to be in need of assistance or at risk of entering the

criminal justice system.

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Victoria Police eReferral (VPeR) System

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(Victoria Police e-Referral [VPeR] System) VPeR represents a whole-of-government approach to supporting victims and those in need

• f assistance.

An important aspect of VPeR is the Governance structure which includes MOUs between police and the Departments funding the agencies and, LOUs between police and the funded service providers. Regular stakeholder meetings occur with departments to ensure system improvements and strategic development, while meetings with program managers look at return data and focus

• n police operational issues regarding things like;
• the appropriateness of referrals - whether the referral meets the criteria of the

agency and,

• the information provided to the agency in the narrative – whether it includes

enough relevant information about the referred person for the agency to make the call.

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What are people saying about VPeR?

“ I needed this service last weekend, and I was treated with compassion and empathy. This service is absolutely vital.”

• Victim

“I have worked in mental health for the past ten years and understand the gaps in services and the value of this type of

• service. And how a brief intervention such

as this can not only make a difference and keep a person out of hospital but can save lives.”

• Mental Health Professional

“Outreach services like this are so important in reaching out to people who may not otherwise get the help they so desperately

• need. Thank you Victoria Police

for your passion and drive in delivering and fighting for this service.”

• Outreach Worker

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(What are people saying about VPeR?) This slide provides a sample of the type of feedback that the VAU has received about VPeR – “I needed this service last weekend, and I was treated with compassion and empathy. This service is absolutely vital.”

• Victim

“I have worked in mental health for the past ten years and understand the gaps in services and the value of this type of service. And how a brief intervention such as this can not only make a difference and keep a person out of hospital but can save lives.”

• Mental Health Professional

“Outreach services like this are so important in reaching out to people who may not

• therwise get the help they so desperately need. Thank you Victoria Police for your passion

and drive in delivering and fighting for this service.”

• Outreach Worker

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VPeR - Victim Support Pathway

Police contact > VPeR referral Victims of Crime Helpline (central) > Professional triage Victim Assistance Program (state-wide) > Victim support

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(VPeR – Victim Support Pathway) I will now explain the process of a victim referral -

• Police have contact with a victim - they receive consent to make a referral.
• The VPeR system automatically routes all referrals under the ‘victim’ pathway to

the Victims Support Agency Helpline staff within the Department of Justice and Regulation who provide a professional triage role.

• If the referral is deemed appropriate, the Victim Support Agency will then on-refer

to the Victims Assistance Program for case management support.

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VPeR - Victim Support Pathway

Needs of victims -

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• Support
• Financial assistance
• Safety
• Rights and entitlements
• Information about the investigation and prosecution
• Court information
• Victim Impact Statement assistance
• Information about the offender

(VPeR – Victim Support Pathway) The VAP staff role is to address the needs of individual victims and provide services including case management, practical support, advocacy, legal advice and counselling. In 2010 Victoria Police, in partnership with the Victim Support Agency, piloted the VAP Co- location at Police Stations.

Slide 16 Victims Assistance Program (VAP)

Co-location in Police Stations

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(Victims Assistance Program [VAP] Co-location in Police Stations) VAP staff are now co-located at 26 designated police stations across Victoria as well as 2 specialist police squads; Crime Command and the Major Collision Investigation Unit. Having the VAP staff available at the stations enhances the police operational understanding and focus on supporting victims. It also provides a more timely response by police and victim services and addresses their diverse needs such as the preparation of Victim Impact Statements and support during the court process.

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Victims Assistance Program (VAP) Co-location in Police Stations

(Victims Assistance Program [VAP] Co-location in Police Stations) Police and VAP staff at co-location sites describe the partnership as; “very professional”, “very solid”; and stated that VAP staff members have, “helped to create a victim-centric culture around the station”. At one location, where victims were being referred from serious crimes such as home invasions, car jackings and assaults, a police member commented;

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“These are very traumatised victims and being able to refer them on at the earliest possible moment to be supported, provides great peace of mind for police.”

• Senior Sergeant Reinke

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Victims Assistance Program (VAP) Co-location in Police Stations

(Victims Assistance Program [VAP] Co-location in Police Stations) “These are very traumatised victims and being able to refer them on - at the earliest possible moment to be supported, provides great peace of mind for police.”

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Victims Assistance Program (VAP) Co-location in Police Stations

(Victims Assistance Program [VAP] Co-location in Police Stations) This initiative grew out of the strong focus by police on victim-centric service delivery and is now a successful example of our strong partnership with victim services, and, we are now working together to embed the program at additional stations across Victoria.

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Fostering cultural change

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(Fostering Cultural Change) Effective victim support and management mechanisms will always be influenced by police

• culture. The issue of police culture is especially important to victim-centric policing as the
• rganisational culture impacts not only on its direction in relation to addressing the

underlying issues of victimisation, but also significantly impacts the manner in which frontline police interact with members of the community. As the majority of police work is undertaken beyond the public view, person-to-person interactions play a vital role in the overall public perception of police and the willingness of victims to report crime and cooperate with the broader criminal justice system. This being the case, the provision of a high quality policing service to victims, and the community in general, is essential to creating and maintaining police confidence. In response to this, Victoria Police introduced the Victim-centric Portfolio Holder Role. The program was introduced in in September 2015, and now has over 400 operational members performing the role. Victim-centric Portfolio Holders ‘champion’ the importance of victim-centric policing. Their role includes -

• providing members with resources to ensure their stations are using best practice

methods in victim management

• assisting and encouraging police with their eReferrals, and
• supporting implementation of the Victim-Centric Service Delivery Strategy

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Future directions

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Additional referral pathways to enhance the VPeR System Expansion of Co-located Victim Assistance Program in police stations Broader engagement with Government partners and key stakeholders Continued roll-out of cultural change programs

Strategy (Future directions) Policing has a responsibility to structure itself around a mission and philosophy that prevents victimisation as well as mitigating the effects of victimisation on the individual as well as the broader community. Since the introduction of the Victoria Police Victim-centric Service Delivery Strategy, we have seen significant improvements in the services and supports delivered by Victoria Police to victims and those in need of assistance. In continuing to acknowledge the importance of providing an effective and responsive service to individuals and communities impacted by crime and victimisation, Victoria Police intend to –

• Introduce additional support pathways to enhance the electronic referral system
• Expand the Co-located Victim Assistance Program into additional police stations
• Continue engagement with operational members through ‘cultural change’

programs, and

• Engage more broadly with Government partners and key stakeholders to enhance
• utcomes for individuals and communities impacted by crime and victimisation

These activities reinforce our commitment to reduce victimisation and build community confidence and trust by delivering service excellence to victims and those in need of assistance.

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Questions and contacts

Victoria Police Victims Advisory Unit t: +61 3 9247 5726 e: victimsadvisoryunit@police.vic.gov.au

Presenters: Yasmin Green and Tina Kallifidas Authors: Lea Croyden, Yasmin Green and Tina Kallifidas

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(Questions and contact)