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- During interactions with The Hotline, to what extent are contactors engaged with survivor-centered approaches?
- During interactions with The Hotline, to what extent are contactors engaged with survivor-centered activities?
- During interactions with The Hotline, to what extent are contactors engaged with survivor-centered approaches and survivor-centered activities?
This report describes efforts to develop a survivor-centered theoretical framework. It also explains the processes used to develop, test, and refine a set of theoretically based performance measures for program assessment of the National Domestic Violence Hotline (The Hotline®) and presents results of a program assessment using data from The Hotline.
The purpose of this report is to help a broad audience (e.g., practitioners, policymakers, academicians, researchers, and the public) understand the process of developing a theoretical framework for a brief crisis intervention and associated performance measures to inform program performance monitoring and evaluation. The report includes a description of project objectives, methods, research questions, key findings from program assessment, and recommendations.
Key Findings and Highlights
Key findings and highlights from the first two phases of the SAF-T project include:
- A survivor-centered framework for brief crisis intervention depicts the approach and activities necessary to support and empower those affected by relationship abuse. The combined use of both the survivor-centered approach and activities will likely result in better outcomes.
- Analyses of data from The Hotline led to the recommendation of seven theoretically based performance measures.
- Contactors were effectively engaged with a combination of both survivor-centered approaches and activities during interactions with The Hotline.
We reviewed published literature and de-identified online chat transcripts. Findings from these activities were incorporated into a four-step concept mapping process used to develop a survivor-centered framework. The final framework informed the development of a set of performance measures based on data collected by The Hotline.
Carol A. Hagen, Jessica G. Burke, Teagen L. O’Malley, Angela D. Greene, Beth A. Rabinovich, Jennifer Kali, & Joselin N. Bravo Bueno (2020). Theoretical Framework and Performance Measures for the National Domestic Violence Hotline: Report from the National Domestic Violence Hotline Services Assessment Framework based on Theory Project, OPRE Report # 2020-109, Washington, DC: Office of Planning, Research, and Evaluation, Administration for Children and Families, U.S. Department of Health and Human Services.
- individuals who contact The Hotline via phone, online chat, or text.
- Performance monitoring (and improvement):
- the process of measuring and reporting program performance for the purpose of continuous quality improvement.
- Program assessment:
- a theoretically based approach designed to answer questions about a program. Performance monitoring (and improvement) and program evaluation are two types of program assessment.
- Program evaluation:
- a systematic method used to determine how well a program is working.