Theoretically-Informed Performance Measures for the National Domestic Violence Hotline - Summary Brief

Publication Date: October 9, 2020
This is the cover of Theoretically-Informed Performance Measures for the National Domestic Violence Hotline: Summary Brief from National Domestic Violence Hotline Services Assessment Framework based on Theory Project

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  • Published: 2020

Introduction

Research Questions

  1. During interactions with The Hotline, to what extent are contactors engaged with survivor-centered approaches?
  2. During interactions with The Hotline, to what extent are contactors engaged with survivor-centered activities?
  3. During interactions with The Hotline, to what extent are contactors engaged with survivor-centered approaches and survivor-centered activities?

Presented in a question and answer format, this brief provides a summary description of 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.

Purpose

The purpose of this brief 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.

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.

Methods

We reviewed published literature and de-identified online chat transcripts. Findings from these activities were incorporated into for a four-step concept mapping process used to develop a survivor-centered framework. We used the final framework to inform the development of a set of performance measures and analyzed data currently collected by The Hotline to conduct a program assessment.

Citation

Carol A. Hagen, Jessica G. Burke, Teagen L. O’Malley, Angela D. Greene, Beth A. Rabinovich, Jennifer Kali, & Joselin N. Bravo Bueno (2020). Theoretically-Informed Performance Measures for the National Domestic Violence Hotline: Summary Report from the National Domestic Violence Hotline Services Assessment Framework based on Theory Project, OPRE Report # 2020-110, Washington, DC: Office of Planning, Research, and Evaluation, Administration for Children and Families, U.S. Department of Health and Human Services.

Glossary

Contactors:
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.
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