Report on Scale limitations of 1800RESPECT

For this report, the 1ts and the 2nd respondents are the specialists. They have the experience of two years; three years are desirable for the counsellors. They are on the top of the qualifications. The significant requirements are degree and two years’ experience is desirable for the first responders. For the 2nd counselling, it is three years actually.

Focus of channels of Digital Service Options for 1800RESPECT on an examination of needs, contemporary approaches, and solutions

Website information is “about” the service, not as strongly about how to “access” the service

Largely driving to website with the deep linking from relevant source sites.

Awareness of services and perception of Digital Service Options for 1800RESPECT on an examination of needs, contemporary approaches, and solutions

For the purposes of awareness of the services and the perception, some targeted campaigns through search and social media are considered in this regard. But can’t target in a way that could lead to an unintended disclosure. The research shows that the unprompted awareness is very low. Prompted is 17-18%. The main question Is about reaching out the supporter network. The Immense data exists on how people find the services. The top class method is related to referrals form the services. It may include the medical services or the homelessness etc. Low awareness is exacerbated by some people don’t see services as being for them. Socioeconomic services are for “middle class”. Perception issues relate to white middle class services. It exists everywhere in Australia. People who have grown up with violence, don’t associate health and safety with counselling. They don’t see how it can fix things. The other considerations relate to how do we reach those people? Counselling is located within a socio-economic context and it creates a language barrier.

Specific audiences, accessibility along with awareness, certain groups experience high levels of violence, disability more likely. It is the nature of groups that makes them more vulnerable. People are basically not aware of the service. Anecdotally, we don’t really want to bother due to varying behaviour and attitudes, and we don’t know what happens, might not think it’s serious enough. They have awareness of the service. Basically, the first contact is the first story, or they don’t know they’re about to disclose. It Is recommended to spike in contacts after holidays or after sporting events.

Cultural and Linguistic diversity of Digital Service Options for 1800RESPECT on an examination of needs, contemporary approaches, and solutions

It has never been seen government as being for them. It typically relies on secondary/incidental contact to identify. Transplanting of cultural norms can “freeze” them. Turkey had moved on from arranged marriage, but immigrant community hadn’t. People can be culturally or socially manipulated into not reaching out, as well as within relationships. There is a need for other languages and respect other cultural barriers. But they are not used to being able to reach out for helping the community and the people. Lots of contacts has been made by language as a second language. In order to cater the messages from outside Australia and to direct them to resources that can help the people. People who are Australian and “go back” to partner’s country as well as work for interpreter service referrals, interpreter services issues and thus can bring own prejudices.

Geographic of Digital Service Options for 1800RESPECT on an examination of needs, contemporary approaches, and solutions

Geographic issues may include regional and remote. For the said purpose people rely on phone, and stable internet access and a device.

Safe access to technology of Digital Service Options for 1800RESPECT on an examination of needs, contemporary approaches, and solutions

Safety limitation with access may be done through the shared phone, or lives on community and shares a phone, or people (like disability) who don’t have sole access. As far as the social media is concerned, then it is done off the table. Also, it cannot risk anything being safe and let alone targeting

Clinical barriers of Digital Service Options for 1800RESPECT on an examination of needs, contemporary approaches, and solutions

It is all related to the impact of the violence itself. Evidence in psychiatric studies are that DV changes provide the emotional functioning in victims (https://www.ncbi.nlm.nih.gov/pmc/articles/PMC4742506/) and that will demonstrably affect person’s ability to recognise if it is happening to them, as well as to take action. It did not identify cause/effect. it can be simply said that this is statistically significant and should be accounted for in service design. "It's easier to throw things over the digital wall," Brian Pinero, director of digital services for the non-profit National Domestic Violence Hotline (NDVH), told NBC News. "People will open up and talk in ways they never would if they were speaking aloud. And they might never get an hour, even 20 minutes, uninterrupted on the phone." Another important consideration is about the victims who may feel shame or panic when describing the abuse out loud over the phone, or they can't physically get away from their abusers to place a call.

In this context, the common themes include the situational barriers (being prevented from contact, or threatened with more violence), shame, embarrassment with the wildly different results. US survey says 3% not reporting because of shame/embarrassment, but AU survey says 10-15%. is not responding percentage. Either way there is a need that the objective has to be to eliminated.

Common areas of need
Serving contacts through digital services of Digital Service Options for 1800RESPECT on an examination of needs, contemporary approaches, and solutions

 The important considerations may include as given:

·         Scaling

·         Contact Volume

·         Nature of the contacts and

·         Geographic etc.

While considering the candidates the helpful information in this regard says that what type of contacts can be fully served through digital services, noting the significant constraints particularly in terms of the situational issues. It includes dealing with the following:

·         12% are seeking information.

·         50% referred to specialist counsellors.

·         10% of calls not being answered.

Services that adapt to people of Digital Service Options for 1800RESPECT on an examination of needs, contemporary approaches, and solutions

It includes the following:

·         CALD

·         Nature of contacts

·         Clear diversity of need

Opt-in for data, “single session” approach, and high rates of opt-out (90%) means high need for efficient as well as structured handling of calls. By handling the calls through the above said criteria they can better help to record the responses for the said purposes.

The question now arises that how to reduce call referrals to specialist counsellor? It can better be tackled by "queueing”. It is more intelligent IVR. The other important consideration includes to distinguish between someone seeking information, or someone reporting/ experiencing an event. Someone who’s called for information because they couldn’t find it. Someone who’s called because something has happened to them. All these questions are if tackled in a better way then they can provide the information regarding the services that adapt to people.

Principles for service design of Digital Service Options for 1800RESPECT on an examination of needs, contemporary approaches, and solutions

·         Awareness and perception

·         Safe access to technology

·         Geographic

·         Journey-led approach

Services that do more than inform include the

·         Clinical barriers

·         We know from data journey takes 3 years from first violence to contac 

A journey-led view of digital service and information needs

·         It’s clear that needs change throughout journey

·         Consider the following table from research in the US

Table 1: Progressive situation/ Information need matrix

 The information needs column provides a candidate set of signposts for service design. For embracing the principle says that the service adapts to the person, and offers more than just information. The affective issue column provides signposts for the barriers the person is facing, that aren’t just related to the availability of the channels. The fourth column provides a signpost for the primacy of stories – other people’s experiences at each stage. The above said table basically provides the details of all the significant variables that are required for understanding the progressive situation or the Information need matrix.

Each stage could be further broken into phases. There exist the sub-phases for each of the phase that better helps to go in depth related to the topic under consideration (e.g. affirming abuse would have a number of steps from the first consideration of the idea, to seeking information and advice, to accepting the application of definitions of abuse to their own situation) and contexts (e.g. people finding information themselves, or coming to it after contact with the police. This is how from the Idea generation to the finalization the important things tend to evaluate the viability of the important parameters.

Women with disability at high risk, co-design work on NDIS showed strong preferences for informal networks as sources of information, supported by research (including in the US). Important that these informal networks are equipped with not only the right knowledge, but the tools to be effective listeners, supporters, and advocates. The more the knowledge is gained regarding a circumstance the better It helps to create the understand ability related to that issue.

Online chat is a potential way out for those who can't make a phone call, but the anonymity it affords is also especially helpful for those suffering sexual abuse, as well as deaf, male and LGBT survivors. Different means of social media can help to get the idea related to the discussion. The technological advancement better helps to evaluate certain parameters. This Is how the skills and the abilities can better be enhanced. The clearer the circumstances are the better It helps to be clear about the particular situation. With chat there's no barrier, no one hearing your voice, no need to explain your full situation if you don't want to. In case it Is a phone call or some other means of social media then there may exist certain issues and the barriers to the delivery of the message effectively.

Chat isn't the only way to reach out, and it isn't the best method for every survivor, but, any method that removes potential barriers for at least some survivors is welcome. The technological advancement makes It possible to use any of the medium for conveying and delivering the messages. Any medium which provides the users with the less hurdles to the way of communication is perceived to be the most effective and the users tend to prefer It over the other mediums of the delivery of the messages.

Summary of Digital Service Options for 1800RESPECT on an examination of needs, contemporary approaches, and solutions

There may exist varying barriers to access experiences throughout someone’s journey. There are barriers that relate to how services are delivered. it is in the case of 1800RESPECT, that includes channel load.

Then there are barriers that relate to an individual’s experience, and these can be cultural, social, clinical.

Needs that emerge are that digital and other services must not present additional barriers. A person has to have overcome so many already by the time she discloses. The barriers may exist to the way of any delivery for the specified message but there is a need to overcome these barriers. It should be the ambition of digital services to do more than just deliver information – they should look to help people bring forward their experiences. The Important considerations related to this issue include as given:

·         People experiencing violence face a number of barriers along their journey

·         Some of these are related to channels

·         Others are related to what they can do