PCC-funded support service for victims badged ‘remarkable’.

A support service funded by Police and Crime Commissioner Joy Allen to help victims recover from impact of crime has been singled out as a national leader in the delivery of effective victim care.

The Victim Care and Advice Service (VCAS) has received the Victims Choice Quality Mark in recognition of its outstanding performance in meeting the needs of victims of crime across County Durham and Darlington.

VCAS is a free, confidential service, funded and overseen by the PCC, providing practical and emotional support to help victims of crime cope with and recover from their experiences.

The organisation provides a range of services from the provision of information through to the opportunity to talk through their ordeal or receive help accessing specialist support.

The Victims Choice Quality Mark is an independent assessment of the quality of the service provided to victims and witnesses. It is designed to provide confidence to those who may need to access the service in the future and to help commissioners determine if their resources are being targeted and spent effectively.

The Victims Choice Quality Mark focuses on the ability of organisations to meet the needs of victims. It assesses organisations against five standards, measuring the accessibility of services, the effectiveness of needs assessments, the degree to which victims feel they are valued when receiving services, the range and quality of support they receive, and the level of safety provided for victims.

In evaluating VCAS, assessors found the service to be “sophisticated” with numerous examples of innovation and best practice.

Among areas singled out for praise was VCAS’s addition of a Criminal Justice Caseworker role – unique to Durham – which it said played a crucial role in helping victims navigate the justice journey.

It also said it had seldom seen a victim service as “consulted and embedded” as VCAS, describing the extent of the specialist expertise available within the team as “remarkable”.

Commissioner Allen said: “This award is fantastic news for every victim and witness of crime in the force area. It confirms the support we provide people amid trauma, grief and shock is among the best in the country and will help restore and protect their mental wellbeing.

“Increasing trust and confidence in our support services is paramount to me. I hope by achieving this independent Quality Award we will encourage other victims and witnesses of crime to come forward in future to receive the help they need.

“Our service users regularly report feeling safer through VCAS’ help. Around nine in 10 say they are highly satisfied with the support they receive. These testimonies prove that what we are doing we are doing well but I am always keen to stretch the level of our success further. This Quality Mark is not an opportunity to rest on our laurels. We continue to develop and learn from the very people we aim to help to ensure we continue to make a positive impact on people’s lives.”  

Becky White, Lead Assessor on behalf of Supporting Justice, which oversees the Victims Choice Quality Mark programme, added: “The Victim Care and Advice Service (VCAS) provides a sophisticated and innovative response to all crime types, with additional specialisms in stalking, domestic abuse, sexual abuse and those bereaved or seriously injured by road traffic collisions. The addition of support for seldom recognised cohorts such as witnesses and the families of those charged with online child sexual offences illustrate the ‘say yes’ culture which focuses on individual needs and repairing the harm caused.

“It has been a fascinating experience for myself, and fellow associate Sally Howells. We would encourage other areas to look to Durham as an example of best practice and an illustration of what is possible within victim service delivery.”

VCAS Manager Mark Warcup added: “I am delighted that the Victim Care and Advice Service has been recognised for its revolutionary programme of support. Our growing team works with victims, witnesses and their families from reporting right through the court system and beyond. The team has gone from strength to strength since being brought in-house to the Police and Crime Commissioners Office in 2022 and this award highlights the successes we have made in setting the standard for victim care across the country.

“The whole team and I are committed to the provision of an outstanding service to support victims and witnesses of crime to cope and recover from their experiences, it drives everything we do.  We want victims to be able to move forward with their lives and if we can help that happen, we will."

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