(Rhiannon Evans, Supporting Justice, CIC) At a critical point in the development and delivery of services to victims across Europe the next step is ensuring that victim services are more integrated including greater cooperation across borders. Assessing victims needs is a crucial part of the EU directive. In order that victims get the services they require there is a clear need for high quality standards to which all can adhere to. This workshop will look at how we assess victims needs and how we monitor effective standards in service delivery. Then taking the concept further how do we ensure that victims get a consistent service across the EU. The workshop will be designed and delivered using the expertise and experience of Supporting Justice colleagues. In particular, we will draw on our knowledge and experience of working with victims and witnesses in England and Wales, survivors of the conflict / troubles in Northern Ireland and victims in the United States to promote a consistent approach to assessing need and developing quality performance frameworks.

1. Rhiannon Evans
Kathy O’Hara
Supporting Justice CIC
Victim Support Europe Conference
Workshop - 25 May 2016
Understanding victims’ needs: assessments and quality service
delivery

2. Our work involves
• Providing subject matter expertise to commissioners and providers
• Designing services
• Writing and delivering training for volunteers and staff
• Designing effective needs assessments
• Improving quality and performance
Supporting Justice is a small, Community Interest
Company
We are criminal justice experts who specialise in victim
and witness issues
We are an associate member of Victim Support Europe.
Who are we? What do we do?

3. Our aim
To make things better for victims and witnesses.
We believe we do this through:
1)asking and listening to victims to see what they need;
2)delivering high quality services to victims and witnesses; and
3) checking that the services that are delivered actually make a
difference

4. Context
• People are increasingly mobile (includes victims)
• Anyone can be a victim
• There can be a commonality to victims needs
• These can transcend national borders and boundaries
• Momentum is gathering for greater cooperation
• EU Directive offers a framework for greater cooperation
• The EU directive makes a provision for needs assessment -
Article 22

5. Why assess needs?
Needs Assessment

6. Assessment is important because
• It’s the only way to understand what a victim might actually
need
• Once you know what a victim needs, you can deliver a
tailored support plan
• It assists in the process of coping and recovering
• It offers the victim a degree of control back

7. Key needs for victims
• Being heard and understood (listening)
• Having information about the case and how it is progressing
• Help with navigation through the criminal justice system
• Being kept safe
• Practical help (including financial)
• Health concerns and possible disability support
• Having someone to talk to in confidence

8. What is an effective needs
assessment?
Consider the following:
1.How should we conduct needs assessments?
2.Who should conduct needs assessment?
3.What are the fundamental principles to a good/effective needs
assessment?
You have 10 minutes

9. It involves:
•Being empathetic
•Listening - EARS
•Having effective and clear communication
•Being non judgemental
•Maintaining confidentiality
An effective needs assessment is….
- Victim led
- With good case management
- Conducted by well trained people
- Conducted in a safe environment

10. UK Outcome – ‘Cope and recover’
Examples of outcomes:
-Victims feel safer - Victims feel able to access services
-Improved health for victims - Victims feel confident to engage in CJS

11. Delivering a quality service
A quality service is one that can really show progress against
outcomes.
Measuring outcomes – different methods
• Distance travelled
• Satisfaction on services
This can be done through:
Surveys, interviews, focus groups, outcome tools

12. Example - Outcome star
The Outcomes Star:
•Looks across a number of key
areas of change
•Assigns a score at multiple
points in time
•Tracks progress against areas of
change
Picture taken from http://www.outcomesstar.org.uk

13. Monitoring outcomes
Share your experience:
•How do you monitor outcomes?
You have 5 minutes

14. Taking things forward
• Article 22 poses a challenge
• Some areas more developed than others
• In an increasingly mobile world we need to get this right across
borders
• Starting point is to have a common understanding of needs
assessment
• Share information appropriately

15. Information or support
Contact us at:
•Email: information@supportingjustice.org.uk
•Web: www.supportingjustice.org.uk
•Phone: 0044 (0) 208 004 1577
•Twitter: @SupportingJust

16. Case study - Questions
• How will they both be feeling?
• Will their feelings and reactions be affected by the incident
taking place in a foreign country?
• What might their needs be?
If Peter came to your organisation for help
• How would you assess his needs?
• What outcomes would you like Peter to have?
• How would you monitor these outcomes?