The National Domestic Violence Hotline (The Hotline) is a 24/7 service that provides support, information, and resources to victims and survivors of domestic violence. The Hotline has been operating since 1996 and has answered over 6 million calls, chats, and texts from people in need. However, the COVID-19 pandemic has posed unprecedented challenges for The Hotline and its staff, as well as increased the demand for its services.
How the pandemic affected domestic violence and The Hotline
The COVID-19 pandemic has created a “shadow pandemic” of domestic violence, as lockdowns, isolation, and economic stress have exacerbated the risk factors for abuse. According to the American Journal of Emergency Medicine, domestic violence cases increased by 25 to 33 percent globally during the pandemic. In the U.S., The Hotline received more than 74,000 contacts in February 2023, the highest monthly volume in its 25-year history.
The pandemic also affected The Hotline’s operations, as it had to shift from a call center model to a remote work model in a matter of days. This required The Hotline to invest in new technology, equipment, and security measures to ensure the safety and privacy of its staff and clients. The Hotline also had to adapt its training and supervision methods to support its advocates who were working from home.
How technology and collaboration helped The Hotline modernize its services
To cope with the increased demand and the new work environment, The Hotline turned to technology and collaboration to modernize its services. Some of the initiatives that The Hotline implemented include:
- Launching a new website that is more user-friendly, accessible, and informative. The website features a chatbot that can answer common questions and direct users to relevant resources. The website also has a safety exit button that allows users to quickly leave the site if they feel unsafe.
- Expanding its text messaging service to reach more people who prefer texting over calling or chatting. Texting can also be more discreet and convenient for people who are in abusive situations or have limited access to phone or internet.
- Partnering with other organizations and platforms to increase its visibility and outreach. For example, The Hotline collaborated with Facebook to create a safety guide for survivors of domestic violence who use social media. The Hotline also joined forces with Uber to provide free rides to shelters for people fleeing abuse.
- Leveraging data and analytics to improve its service quality and efficiency. The Hotline uses data to monitor its performance, identify trends and gaps, and inform its decision-making and advocacy efforts. The Hotline also uses artificial intelligence to analyze its contacts and provide insights and feedback to its advocates.
How The Hotline plans to continue its mission in the future
The Hotline’s CEO Katie Ray-Jones said that the pandemic has been a catalyst for innovation and transformation for The Hotline. She said that The Hotline will continue to use technology and collaboration to enhance its services and reach more people who need help. She also said that The Hotline will continue to advocate for policies and resources that support victims and survivors of domestic violence.
Ray-Jones said that The Hotline’s vision is to create a world where all relationships are healthy and free from violence. She said that The Hotline is committed to being a lifeline for anyone who is affected by domestic violence, regardless of their situation or background.
