Milken Institute School of Public Health Poster Presentations (Marvin Center & Video)
Evaluation of a Domestic Violence Chat Helpline
Poster Number
73
Document Type
Poster
Publication Date
3-2016
Abstract
Title: Evaluation of a Domestic Violence Chat Helpline
Background: Domestic violence (DV) is a serious and prevalent public health issue in the United States. Victims and survivors of DV can suffer from negative physical, mental, sexual, and reproductive health problems, and have negative social and economic complications. Although DV is a known problem, there are many gaps in knowledge, research, and program evaluation. This cross-sectional research project seeks to evaluate the effectiveness of The National Domestic Violence Hotline (NDVH) and its younger counterpart Love is Respect (LIR). NDVH and LIR provide crisis intervention, resources, referrals, and healthy and abusive relationship information nationwide. These services have traditionally been offered via phone lines, but as the technology improves these services are being utilized more via chat based modes.
Methods: This study incorporates peer reviewed observational listening techniques used by other hotlines to examine 217 chats from a single day of the chatline. Each chat is analyzed using a conceptual framework to assess the provision of quality and responsive services by the advocate to the chatter. Variables to assess our evaluation are both qualitative and quantitative in format.
Results: This study is ongoing and our presentation will provide quantitative metrics on performance towards providing information and resources to chatters and will assess how often expressed needs by the chatter are met within the chat session. Qualitative data will be presented to provide the context of the situation and to illustrate the quantitative data presented.
Conclusion: This evaluation is the first of its kind and will provide helplines working with youth and adults a better understanding of the needs of their client population in addition to their advocate and program effectiveness.
Creative Commons License
This work is licensed under a Creative Commons Attribution-Noncommercial-No Derivative Works 4.0 License.
Open Access
1
Evaluation of a Domestic Violence Chat Helpline
Title: Evaluation of a Domestic Violence Chat Helpline
Background: Domestic violence (DV) is a serious and prevalent public health issue in the United States. Victims and survivors of DV can suffer from negative physical, mental, sexual, and reproductive health problems, and have negative social and economic complications. Although DV is a known problem, there are many gaps in knowledge, research, and program evaluation. This cross-sectional research project seeks to evaluate the effectiveness of The National Domestic Violence Hotline (NDVH) and its younger counterpart Love is Respect (LIR). NDVH and LIR provide crisis intervention, resources, referrals, and healthy and abusive relationship information nationwide. These services have traditionally been offered via phone lines, but as the technology improves these services are being utilized more via chat based modes.
Methods: This study incorporates peer reviewed observational listening techniques used by other hotlines to examine 217 chats from a single day of the chatline. Each chat is analyzed using a conceptual framework to assess the provision of quality and responsive services by the advocate to the chatter. Variables to assess our evaluation are both qualitative and quantitative in format.
Results: This study is ongoing and our presentation will provide quantitative metrics on performance towards providing information and resources to chatters and will assess how often expressed needs by the chatter are met within the chat session. Qualitative data will be presented to provide the context of the situation and to illustrate the quantitative data presented.
Conclusion: This evaluation is the first of its kind and will provide helplines working with youth and adults a better understanding of the needs of their client population in addition to their advocate and program effectiveness.
Comments
Presented at: GW Research Days 2016.