Model Victim Assistance Program brief

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'lModel Victim Assistance Program
A "Program Brief'if prepared for the
Bureau of Justice Assistance and the
Office for Victims of Crime of the
Office of Justice Programs, United States Department of Justice
by
l\1arlene A. Young, Ph.D., J.D., Executive Director, and John H. Stein, J.D., .Deputy Director
National Organization for Victim Assistance Washington, D.C.
Reproduced and Presented by the
Criminal Justice Coordinating Council

TABLE OF CONTENTS

INTRODUCTION

1

SECTION 1: ASSESS EXISTING VICTIM NEEDS AND SERVICES IN THE COMMUNITY

4

Section 1.1: Implementation Steps

4

Section 1.2: Performance Guidelines for the Assessment

6

SECTION 2: DEFINE PROGRAM PARAMETERS

7

Section 2.1: Implementation Steps

7

Section 2.2: Performance Guidelines for Setting Program Parameters

13

SECTION 3: ESTABLISH A SERVICE DELIVERY SYSTEM

13

Section 3.1: Implementation Steps

13

Section 3.2: Components of Service Delivery System, With Performance Guidelines

15

(1) Services are offered to the following types of victims.

15

a.

Performance guidelines for community-wide services.

15

b.

Program-specific service:

performance guidelines.

15

(2) Availability of services.

16

a.

Performance guidelines for immediate ~ intervention .response.

16

b.

Performance guidelines for -day-after" crisi<t response.

17

c.

Performance guidelines for all other services.

17

(3) Types of services provided.

17

a.

Crisi<i intervention services - performance guidelines.

17

b.

Counseling and general advocacy services - performance guidelines.

18

c.

Support services during criminal justice investigation and after arrest

-performanceguiddme~

20

d.

Support services during prosecution - performance guidelines.

21

e.

Support services after C&'ie tmposition - performance guidelines.

23

f.

Training services for aDied professional<; - performance guidelines.

24

g.

Public education services - performance guidelines.

25

h.

Community victimization and substance abuse prevention services -

performanc e guidelines.

26

(4) Training of service providers.

27

a.

Crisi<i counselor training - performance guidelines.

27

i.

Pre-service training.

27

ii.

Continuing education.

28

b.

Counselor/general advocate training - performance guidelines.

28

i.

Pre-service training.

28

n.

Continuing education.

29

c.

Criminal ,justice advocacy training -performance guidelines.

29

i.

Pre-service training.

29

n.

Continuing education.

30

d.

Trainers of other professionals training - performance guidelines.

31

i.

Pre-service training.

31

n.

Continuing education.

31

e.

Public edncation service training - performance guidelines.

32

i.

Pre-service training.

32

n.

Continuing education.

32

f.

Victimization and substance abuse prevention services training -

performance guidelines.

32

i.

Pre-service training.

32

n.

Continuing education.

33

SECTION 4 - ESTABLISH A PROGRAM MANAGEMENT SYSTEM

33

Section 4.1 - Implementation Steps

34

Section 4.2 - Management System - Performance Guidelines

34

(1) Management plan.

34

a.

MRion statement and goals.

34

b.

Organizational structure.

35

c.

Policies and procedures.

35

d.

Written OI'ganizational policies.

35

(2) Communication system.

36

a.

Communication between supeni<;or/board-president and

the program manager.

36

b.

Communication between the program. manager and staff.

36

(3) Motivation system.

36

a.

R.eviews of manager by supervilorfboard president.

36

b.

R.eviews of staff by manager or ddegate.

37

c.

Training and devdopment system.

37

d.

Benefits of employment.

37

e.

Organizational stress reduction plan.

38

(4) Volunteer management plan.

38

a.

Volunteer involvement.

38

b.

Volunteer integration.

39

c.

Volunteer training and devdopment.

39

d.

Volunteer recruitment.

39

e.

Volunteer motivation.

40

(5) Financial management plan.

40

a.

Budget management.

40

b.

Resource development.

40

Section 4.3: Program Manager Training

41

(1) Pre-service training or experience.

41

(2) Continuing education.

41

SECTION 5: EVALUATION PROCESS

42

Section 5.1: Implementation Steps

42

Section 5.2: Performance Guidelines

43

(1) Program evaluation or assessment integration.

43

a.

Program evaluation plan.

43

b.

Evaluation and assessment implementation.

44

(2) Types of program evaluation or assessment.

44

a.

~ management.

44

b.

Service outcome measures.

44

c.

General program assessment.

45

Model Victim Assistance Program Brief
INTRODUCTION
Background
The "Model Victim Assistance Program" has played an interesting role in the history of the victims' movement, for it has served as an evolving tool to help derme and describe a major service innovation and, indeed, a new profession. The way this document was developed is also part of that history.
In the mid-1980s, the U.S. Justice Department, responsible for administering the "Justice Assistance Act (JAA)," wrote or commissioned "program models" for each of the criminal justice innovations named by Congress as eligible to receive JAA funding. These were to serve as guides to applicants, grantees, and grant administrators. Of the nearly twenty such program models prepared in this way, by far the most elaborate was the one on victim assistance----because that innovation, unlike, say, a "career criminal" prosecution unit, was an extended family of related services, typically housed in a network of agencies.
The Model Victim Assistance Program was not only the most elaborate in length, it also became the most elaborate in design. It is a synthesis of knowledge and experience gained over the last two decades from work with prosecutor-, police-, and corrections-based victim/witness service programs, and from community-based victim assistance projects, notably those serving victims of sexual assault programs and domestic violence. The Model initially incorporated policies from the 1982 report of the President's Task Force on Victims of Crime, information gained from practitioners, and research on the needs of underserved victims. In recent years, it has been modified several times to reflect legislative policies in state bills of rights, the federal Victim Rights and Restitution Act, and most importantly, the intent behind the growing movement to establish state and federal constitutional amendments to give victims the right to be "informed, present and heard at all stages of the criminal justice proceedings."
Moreover, most of its details, especially in the standards, came from a panel of experienced program managers, later tested by about 100 of their colleagues nationwide, when the model was first developed from 1986 to 1988 under a Bureau of Justice Assistancesponsored project and reviewed by over a thousand victim service providers in several series of regional conferences. Later, with support from the Office for Victims of Crime, the model has been expanded to incorporate such developing services to victims of drugrelated crime, issues raised by the juvenile justice system, theJ)lilitary justice system, and concepts of restorative justice.
The thinking behind, and the philosophy of, the model was also developed in a consensus manner. It can be stated this way:
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Model Victim Assistance Program Brief
The concern for the victim in all such programs is paramount. There is strong research evidence to indicate that when program goals center on restoration of the victim, criminal justice performance is improved. The experience of the more effective programs, which have benefited from consistent administrative and funding support since the early 1970's, has shown that establishing a primary goal of restoring dignity, compassion, and justice for victims benefits, rather than hinders, criminal justice goals. These proven programs have been found to be helpful to police officers, investigators, prosecutors, judges, and corrections and probation officers.
This victim orientation was significant, because all the other "program models" published in this series were quite properly focused on criminal justice agencies. The fact that the Victim Assistance Program necessarily described services to victims who had little or no contact with the justice system also made it unusual.
In other respects, the publication follows the format of the "program model" series. It is addressed to those who would like to start the innovation in question, and so its "critical elements," as the Justice Department calls them, include: assessing existing victim services in the community; defining the parameters of the program; establishing the service delivery system; establishing a management system; and evaluating the program's progress and effects.
While the Victim Assistance Program Model has been used as the planning tool it was intended to be, it is far more frequently used by existing service programs in a narrower way: to use the "performance guidelines" in Section 3, arguably the heart of the Model, to assess the progress of their own programs and communities, to explore policy and service innovations and expansion, and, most important of all, to help build a case for increased resources for those who control their state or community purse-strings.
The balance of this introductory section follows the format of the program model series.
Goals and ObjectWes
Goal: The goal of the Victim Assistance Program is to improve the treatment of all victims of crime by providing victims with the assistance and services necessary to speed their restoration after a criminal act, and to support and aid them as they move through the criminal justice process.
Objectives: The objectives of this program are to:
(1) Increase the commitment offederal, state and local govemment to do all that is possible to assist victims of crime;
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(2) Increase the range and availability of services for victims of crime from the time of the criminal act and throughout the aftermath in all forums of justice decision-making (e.g., criminal, juvenile, military, and administrative adjudicative bodies such as school disciplinary proceedings);
(3) Expand the victim's opportunity to participate----by being informed, present and heard----at all critical stages of the justice process, and to ensure consideration of the impact of the crime on the victim in all major justice decisions;
(4) Increase coordination and networking of all appropriate agencies, organizations, and groups providing services to victims of crime or affecting the treatment of victims of crime in order to develop an integrated community system of victim assistance; and,
(5) Increase the attention and the quality of outreach and treatment of underserved victims of crime such as victims of drug-related crime, victims who are members of racial or ethnic minorities, victims of hate or bias crime, homeless people, persons with disabilities, and others.
The Problem and the C1ul1lenge it Presents
The Problem
After hearing the testimony of over 1,000 victims and the professionals who serve them, the President's 1982 Task Force on Victims of Crime concluded that the neglect and mistreatment of crime victims is "a national disgrace." While the laws and services addressing crime victims have changed radically in the years after that rmding, and the criminal justice system is in a state of reform in its treatment of victims, there are still many jurisdictions that fail to assist victims either within or outside of the criminal justice process. In addition, it has become apparent that a variety of other institutions often add insult to injury for victims in the aftermath of the criminal event, and that these institutions too are in need of reform.
The Challenge
There is a federal Office for Victims of Crime. Similar offices should be established in every state to assist in statewide needs assessments and monitoring of local programs, coordinating programs, and providing training and technical assistance. There should be established in appropriate government and community agencies separate victim service units or programs, which should be solely dedicated to providing services to victims of crime,
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helping them cope with the traumatic effects of the criminal act and its aftermath.
The programs should be well organized, with clearly defmed goals; staffed by trained, competent personnel; adequately funded; and visibly supported by host agencies or governmental authorities in state and local jurisdictions.
These programs should have the capability of providing a comprehensive system of service to victims, or their more limited services should complement an existing victim service system to ensure continuity of support for victims. It is important that program activities be coordinated with those of other victim service programs, agencies within all forums of justice decision-making, community social service agencies, and business organizations.
And it is vital that the programs seek to ensure that traditionally underserved victims be given specIal attention, and to that end, undertake appropriate outreach and provide serVices that address their unique needs.
SECTION 1: ASSESS EXISTING VICTIM NEEDS AND SERVICES IN THE COMMUNITY
It is recommended that assessment takes place prior to the initiation of a victim service program in a community and that it is then updated as needed~ It should be coordinated with statewide needs assessment efforts. While it is advisable to conduct a reassessment annually, the scope of the reassessment may be far more limited than in the original assessment.
Section 1.1: Implementation Steps
(1) Establish an advisory body to oversee the needs assessment of victim services in the community. Ideally the advisory body should be drawn from the broadest base possible. A broad base promotes inter-agency cooperation and provides a better picture of the needs and resources in a community. Victim representatives should be included and members from culturally diverse groups. As a practical matter, even if the advisory body is a large broad-based entity, it may be wise to establish a steering committee or executive committee as a working group that reports back to the advisory body. It should be emphasized that this body is advisory only and not decision-making.
(2) Define goals of the assessment. The goals of a needs assessment should be clearly identified and written. Goals may vary from year to year.
(3) Define the scope of the assessment. The fIrst year the scope of the assessment should
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Model Victim Assistance Program Brief
include the entire community or jurisdiction that your program serves. However, programs that serve only one type of victim may limit the assessment to the needs of that particular population group. The broader the scope of the needs assessment, the more useful it will be in community wide planning. In later years, the program may rmd it useful to modify the scope of the assessment.
(4) Implement assessment of needs and services.
a) Identify sources of data to be used for needs assessment portion of study. Police report data is basic information but may leave out non-reported crime. Existing research data may amplify such information, but, alone may still not be complete. The more different types of data that are used, the more likely it is that the assessment will reflect what is going on in your community.
b) Identify sources of data to be used for services portion of study. Seeking information from the service agencies themselves is a must as is information from those who have been served. Another dimension to consider is the perspective of other professionals and service providers that work in related fields.
c) Identify the individual or group to do assessment. While some programs choose to do assessments in-house due to resource limitations or political reasons, it is usually more useful to have an outside group or individual do the assessment. However, if you choose someone from outside your agency, be sure he or she is well versed in victim services and victimology. And, be sure you spend adequate time derming the goals of your assessment.
d) Decide upon guidelines for analysis of data. What are the standards for interpreting the compilation of data. Will it be a straightforward reporting of the questionnaire results. Remember to compare the results with standards developed and adopted by your program and its advisory body, the state, or by the federal government. Where possible also compare results with relevant independent state or national organizations.
e) Set the schedule for assessment. It is important to review and conduct needs and service assessments on a regular basis. Funding, leadership, legislation and other things affect the delivery of services. Environmental changes, the influence of drugs or proliferation of weapons, changes in school performance, technological advances, and the like may affect the nature of crime itself. Hence ongoing assessment efforts are to be applauded.
f) Establish a budget for the assessment. If an assessment budget is not a part
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Model Victim Assistance Program Brief
of the regular action plan for the organization, it will often not receive the attention it deserves.
Section 1.2: Performance Guidelines for the Assessment
The performance guidelines for this program element are necessarily brief since each community and each agency may function differently.
(1) Membership of the advisory body. The more groups that are represented in this body, the better.
(2) Schedule for advisory body's meetings. The advisory body should confer as often as necessary to ensure that there is a quality assessment product. Some advisory groups may only need to meet once or twice because the members have input and other methods of communication with the individual responsible for the needs assessment.
(3) Goals for the assessment. All of the following goals are legitimate goals for the assessment: identification of gaps in services or populations served; documentation of accomplishments and problem areas in service delivery; monitoring and redefmition of service priorities; defining the basis for a long-term plan and annual action plan. Goals may vary from time to time.
(4) Scope ofthe assessment. The assessment will be improved as the scope is broadened.
(5) Type of data used for needs assessment. The following types of data are useful: police report data; volunteered testimony from victims and others in a community through hearings; existing research data and newspaper reports; and victim surveys in the community. The more sources of data used, the more useful the needs assessment.
(6) Types of data used for service assessment. The following types of data are useful: questionnaires or interviews of all victim-serving agencies in the community that summarize the scope of their services; user questionnaires or interviews of selected victims; questionnaires or interviews of service providers regarding their colleague agencies; and local, state, or federal records and documentation of services provided through required reports. The effort will be improved if many different data sources are used effectively.
(7) Individuals or agencies conducting the assessment. In-house assessments are often the least useful if they are not conducted with an outside consultant. They are vulnerable to bias and accusations of self-interest. If an outside consultant is used,
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Model Victim Assistance Program Brief
they are improved. If the consultant is supplemented with outside interviewers, the assessments can be even more useful. If resources are available, it is most useful to hire an outside assessment team.
(8) Standards for analysis of data. Standards should be drawn from those promulgated by relevant state, federal, or outside organizations. However, if they are the basis for analysis, they should be modified to reflect specific local needs.
(9) Schedule for assessments. A needs assessment should be made prior to the initiation of a program. If that has not occurred, it is useful to do a comprehensive assessment at anytime to ensure that the program is meeting the needs of the community. Once a broad assessment has been done, it should be updated as needed. Those updates should be done on an annual basis even if they are not based
on aD assessment with the breadth or "depth of the first investigation and analysis of
data.
SECTION 2: DEFINE PROGRAM PARAMETERS
This element is designed to analyze program resources, obstacles and barriers to program development, and philosophy and goals of program sponsors and directors. It should help new and existing programs recognize their strengths and weaknesses and plan how they might phase in changes and improvements.
Section 2.1: Implementation Steps
(1) Analyze existing gaps and priorities in victim services and identify which missing services are appropriate for your agency to implement now and in the future, and which are appropriate for other groups. Consider the following issues (these are not designated to be exclusive, but to encourage your own questions):
a) How does the criminal justice system work in my community?
(i) How do privacy laws affect law enforcement and other criminal justice records?
(ii) How are law enforcement reports made?
(iii) How are cases processed?
(iv) What laws or policies govern the information a victim receives or the participation that she/he may be afforded?
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Model Victim Assistance Program Brief
(v) What are the alternatives to trial, for example, restorative community justice programs, diversion programs, plea agreements and the like?
(vi) What happens at sentencing?
(vii) What happens after case disposition?
(viii) What happens when someone is on probation or when someone is up for parole or clemency?
(ix) Are there special victim services targeting criminal justice staff who are victimized----law enforcement officers, prosecutors, correctional personnel, or members of the judiciary?
(x) What are the differences between the different forums of criminal justice decision-making in your community?
(xi) Do the criminal justice professionals receive special training on victim issues, victimization prevention, substance abuse, and cross-cultural service delivery?
(xii) Are criminal justice agencies accessible for non-English speaking populations or persons with disabilities?
b) How are mental health services provided in my community?
(i) Is there a twenty-four hour crisis number for the non-chronically mentally ill?
(ii) Are there twenty-four hour walk-in services?
(iii) Is there a community mental health center and who does it serve? What are the fees?
(iv) What resources are there available among private mental health professionals?
(v) How are referrals made to mental health professionals or the community mental health center?
(vi) What role does the clergy play in local mental health services?
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Model Victim Assistance Program Brief
(vii) Are mental health professionals or the clergy trained in basic victim issues, victimization prevention and cross-cultural service delivery?
(viii) Are mental health services accessible for non-English speaking populations and persons with disabilities?
c) How are services provided to substance abusers in my community?
(i) Are there twenty-four hour crisis services?
(ii) Are there residential treatment centers at no cost to the abuser? If so, how many beds are available at anyone time?
(iii) What is the philosophy of substance abuse treatment?
(iv) What is the range of substance abuse treatment services?
(v) How are referrals made to treatment facilities?
(vi) Do the substance abuse professionals receive special training in victim issues, victimization prevention and providing cross-cultural service delivery?
(vii) Are substance abuse services accessible to non-English speaking populations and persons with disabilities?
d) What are the substance abuse prevention programs that exist in my community?
(i) Are there grassroots or community-based organizations that are fighting drugs and substance abuse? If so, where do they exist?
(ii) What are the range of substance abuse prevention programs, for example, school based, law enforcement driven, church-based?
(iii) What elements of substance abuse prevention are addressed?
(iv) Are those involved in substance abuse prevention trained in dealing with victim issues, victimization prevention and providing crosscultural service delivery?
(v) Are substance abuse services accessible to non-English speaking
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Model Victim Assistance Program Brief
populations and persons with disabilities?
e) What other victim services exist in the community at this time?
(i) Who do they serve?
(ii) What hours are they available?
(iii) What types of service do they provide?
(iv) Are there eligibility requirements?
(v) What services need to be provided as part of a comprehensive network?
(vi) What services are particularly appropriate for my agency?
(vii) Based on community and agency resources, what can be implemented now, one year from now, and at an unspecified time in the future?
(viii) What services are particularly appropriate for other agencies and which agencies can provide them?
(ix) Are service providers trained in dealing with victim issues, victimization prevention and providing cross-cultural service delivery?
(x) Are services accessible to non-English speaking populations and persons with disabilities?
f) What kind of services are provided by medical professionals and hospitals for victims of crime?
(i) Are there specialized services for survivors of homicide, catastrophic physical injury, sexual assault, or family violence that are offered in local hospitals?
(il) Have doctors established any specialized protocols for identifying and responding to family violence victims, victims of child sexual abuse or physical abuse, victims of elderly abuse, or victims of sexual assault?
(iii) Are there different treatment protocols for dealing with victims who are also substance abusers?
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Model Victim Assistance Program Brief
(iv) Are medical professionals and hospital personnel trained in dealing with victim issues, victimization prevention and providing crosscultural service delivery?
(v) Are services accessible to non-English speaking populations and persons with disabilities?
g) Are there special services, curricula, or programs in the school system to address victimization, violence prevention, substance abuse, and crosscultural issues?
(i) Do the schools involve law enforcement officers in educational programs with children in substance abuse?
(ii) Are there special classes or presentations made to children and adolescents on all types of victimization and victimization prevention, particularly, sexual assault, family violence, child abuse and the like?
(iii) Are there special classes dealing with anger management or conflict resolution?
(iv) Are there victim assistance programs for school staff or student victims of school violence?
(v) Are victim rights implemented in school disciplinary proceedings?
(vi) Does the school have a crisis response plan to deal with trauma after community or school crisis?
(vii) Are teachers and counselors trained in dealing with victims of crime?
(2) Analyze the barriers to implementation of the services you wish to implement. Consider the following issues.
a) Do or will I have access to all the data I need?
b) Do or will I have cooperation from all allied agencies that are necessary to providing effective service?
c) Do or will I have adequate staff?
d) Do or will I have adequate in-kind or financial resources?
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Model Victim Assistance Program Brief
e) Are there people in my office that will be opposed to the institution of these additional services?

t) Does the placement of the program within a specific agency or as an independent project assist or limit the implementation of services?

g) Do or will program logistics assist or limit the implementation of services?

(3) Define what type of victim will be served and any eligibility requirements. Consider the following issues.

a) Will service be restricted to a particular type of victim such as those who

have suffered sexual assault, spouse abuse, child abuse, or survived homicide

victims?

.

b) Will the service be restricted to a certain number of victims?

c) Will the services be restricted to victims who meet certain eligibility standards such as: age, geographical location, income level, and so on?

d) Will the services target any particular population group such as: children, the elderly, racial minorities, gays and lesbians, victims of drug-related crime, persons with disabilities, and so on?

(4) Identify the sources of victim access to your agency.

a) Victims may "walk in" to your agency to access services.

b) Service providers are called directly by victims of crime.

c) Service providers are called by law enforcement and hospitals to respond to crime scene or to location of victim.

d) Service providers review law enforcement reports and call, write or visit victims to offer service.

e) Service providers are given referrals by law enforcement, other criminal justice agencies, medical agencies, social service agencies, educational institutions and others.

t) Is your agency accessible to victims who are non-English speaking or persons with disabilities?

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Model Victim Assistance Program Brief (5) Analyze how you can help other agencies provide services for which you are not
equipped.
a) Review the service needs to which you will not be able to directly respond.
b) Meet with other agencies to discuss how they might be able to help iill those service needs.
c) Work with other agencies to promote each other's services and to develop an active referral network for services.
d) Avoid duplication of services or efforts.
(6) Sunimarize your analysis in a brief program outline of strengths and weaknesses of your program.
Section 2.2: Performance Guidelines for Setting Program Parameters
(1) Agency goals and objectives should be clearly written.
(2) A written program description should exist that addresses the questions raised above.
(3) Where appropriate, an annual action plan should be written and address program purposes, strategies for action, clients to be served, and coordination activities.
SECTION 3: ESTABLISH A SERVICE DELIVERY SYSTEM
The implementation steps listed below are a check list of what needs to be in place prior to the initiation of services. It is followed by an outline of the components of the service delivery system. There are four basic components to be addressed: who receives services; when services are available; types of services that may be provided; and the types of training that the providers should receive.
Section 3.1: Implementation Steps
(1) Establish service goals (see analysis below).
(2) Develop annual program outline as indicated above.
(3) Define budget needs and funding sources.
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Model Victim Assistance Program Brief (4) Locate office space that is accessible for all populations.
(5) Develop job descriptions for paid and unpaid staff.
(6) Establish a case management system.
(7) Establish service delivery protocols with special attention to the safety of paid and unpaid staff.
(8) Hire or recruit paid and unpaid staff.
(9) Train paid or unpaid staff.
(10) Establish regular telephone service and long-distance service where appropriate.
a) Try to obtain an easy to remember telephone number to aid victims or referral agencies in accessing the service.
b) Establish no-cost long distance service if possible.
c) Ensure. that telephone service is accessible to the hearing impaired.
d) Explore options for making telephone contact with non-English speaking populations.
(11) Contract with or establish a twenty-four hour answering service to respond to and screen all calls for service where appropriate.
(12) Contract for twenty-four hour beeper service to alert victim counselors/advocates to emergency calls where appropriate.
(13) Identify transportation methods that will be used to provide response service where appropriate.
(14) Furnish or update office equipment----remember to find access to or purchase stateof-the-art computer equipment.
(15) Identify emergency and follow-up referral agencies in your community and state.
(16) Alert referral agencies and the public to the availability of your services, the nature of those services, and how to contact the service. Make sure that the protocols for referral address safety for your staff and victims.
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Model Victim Assistance Program Brief (17) Train personnel at referral agencies in crisis assessment and referral techniques. Section 3.2: Components of Service DeUvery System, WIth Performance Guidelines (1) Services are offered to the following types of victims. The types of victims served should be examined in two ways. First, what types of victims are served in your entire community (include those served in your own program and those served by others)? To assess the level of performance in this area, the guidelines listed in "a," below, have been developed. Second, what types of victims are served in your own program? Performance guidelines in response to this question are listed under "b." You will note that the intent of these guidelines is to encourage the promotion of communitywide services for all victims. However, if your program serves only one type of victim, you may still meet the standard for excellence if you are part of a community-wide network that addresses the needs of other victims.
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Model Victim Assistance Program Brief (2) Availability of services.
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Model Victim Assistance Program Brief

(3) Types of services provided.
In reviewing the kinds of services provided, the guidelines are based on one of two forms of service delivery. In each cluster of services, programs should either provide the types of services listed themselves, or in conjunction with other programs that they know do quality work. Hence, if the service exists in the community and is used as regular referral, an individual program should not duplicate it. If it does not exist, then either the program should provide it, or help promote its provision through another agency.
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Model Victim Assistance Program Brief
* "Case status" includes the following types of information: if the case is closed or open,
if there is an active investigation being pursued, if there are suspects, if there is an arrest, and so forth.
** All references to "forensic examinations" refer to sexual assault forensic examinations.
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Model Victim Assistance Program Brief (4) Training of service providers.
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SECTION 4 - ESTABLISH A PROGRAM MANAGEMENT SYSTEM 33

Model Victim Assistance Program Brief
Section 4.1 - Implementation Steps
(1) Develop a short, succinct statement of agency purpose.
(2) Develop an organizational chart presenting the flow of responsibility and accountability for agency action.
(3) Define management responsibilities.
a) Relationship of program manager to board or boss. b) Duties of board or boss. c) Duties of program manager. d) Duties of other members of management team. e) Relationship of managers to other staff members. t) Relationship of managers to constituencies served.
(4) Develop policies and procedures that reflect agency purpose and agency plan.
a) Staff recruitment policies. b) Staff performance policies and expectations. c) Agency procedures. d) Standard contracts. e) Performance review procedures and policies. t) Training review procedures and policies. g) Policies affecting promotions, grievances, disciplinary actions, and dismissals. h) Salary policies and scales. I) Procurement policies. j) Travel policies.
(5) Train management team in scope of responsibilities, agency history, agency plans, and management techniques (time management, personnel management, paper management, information management and so on).
Section 4.2 - Management System. - Performance Guide6nes
(1) Management plan.
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Model Victim Assistance Program Brief 35

Model Victim Assistance Program Brief (2) Communication system.
(3) Motivation system. 36

Model Victim Assistance Program Brief
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Model Victim Assistance Program Brief
(4) Volunteer management plan. 38

Model Victim Assistance Program Brief
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Model Victim Assistance Program Brief
(5) Financial management plan. The financial management plan may not be applicable to some programs if they are located in a state or county agency. On the other hand, it is recommended that programs are aware of their budgets and monitor their expenses even if they do not have control over rmal appropriations or expenditures.
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Model Victim Assistance Program Brief
Section 4.3: Program Manager Training (1) Pre-service training or experience.
(2) Continuing education. 41

Model Victim Assistance Program Brief

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SECTION 5: EVALUATION PROCESS
Section 5.1: Implementation Steps
(1) Obtain baseline data on victim needs, existing services, public awareness of victim issues, inter-agency cooperation, and training needs.
(2) Clearly establish goals of service and performance measures for each goal the program seeks to accomplish.
(3) Performance measures should be deimed in quantifiable terms or according to tested and understandable questions.
(4) Well defined procedures, standards, guidelines for accountability, and documentation of case management should be established.
(5) Identify areas for which evaluation and monitoring are desired.
(6) Establish an evaluation budget.
(7) Establish a timetable for planning the evaluation, a data collection period, and analysis of data.
(8) Establish a method of feedback by which evaluation results may be reviewed and modification of program components can be implemented.
(9) Establish types of evaluation that are desired. Consider the following options:
a) Effectiveness of services.
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Model Victim Assistance Program Brief
i. victim/client satisfaction with services. ii. do services accomplish goals they are designed to [i.e., if assistance
with victim compensation forms is an offered service in order that victims can receive victim compensation when they are eligible for it, is victim compensation being awarded when victims are eligible to receive it; if assistance with restitution is being offered, is restitution routinely requested, ordered and collected?]. iii. are the service providers adequately trained? iv. are the service providers regularly reviewed and monitored in terms of their jobs and their training levels? v. is the community aware of victim issues and aware of services offered? vi. are the services cost effective for criminal justice agencies, medical personnel, mental health professionals, social service personnel, and the community at large? vii. is the criminal justice system aware of victim issues, aware of services offered, and satisfied with service? viii. are victim/witnesses reporting more as a result of more effective treatment of victims? ix. are victim/witnesses more cooperative with investigation and prosecution as a result of more effective treatment of victims? x. are victim/witnesses participating more in criminal justice proceedings?
b) Efficiency of service system.
i. are the services offered being delivered? ii. are services being delivered in a timely manner? iii. if the service is a referral service, is monitoring taking place to make
sure that the victims receive service from the referral source? iv. is there a feedback system such that:
1) if services are not being delivered or are being delivered ineffectively that there can be modification in the service system?
2) if services are delivered efficiently and effectively there can be a reinforcement of personnel morale and agency excellence?
Section 5.2: Performance Guidelines
(1) Program evaluation or assessment integration.
43

Model Victim Assistance Program Brief .1)~...... (2) Types of program evaluation or assessment.
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Model Victim Assistance Program Brief 45