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Hotlines: A Lifeline for Victims of Domestic Violence

For someone affected by domestic violence, finding support is critical if they are to take the difficult first step to escape abuse. Safe Horizon’s 24-hour hotlines help victims take that first step, acting as a gateway to resources such as shelters, community centers, and referrals to Safe Horizon’s programs or to community partners.

Xenia Freeman, Associate Vice President of Hotlines and Safe Horizon’s Project SAFE services, talks about the efforts to operate a lifeline for families facing crisis.

Q: How many calls does the Domestic Violence hotline receive on average per day?

A: We receive an average of 400-500 calls per day on our hotline. Most of the callers are seeking concrete services (such as Project SAFE and transportation assistance). About 25% of the Domestic Violence hotline callers are seeking emergency housing.

Q: How many staff responds to calls?

A: We have 24 Client Advocate Specialists and eight Supervising Client Advocate Specialists respond to callers.

Q: What typically happens when someone calls looking for help?

A: Typically Hotline staff will conduct the following activities on calls we receive:

• Assess for immediate client safety and call 911 if necessary
• Identify client’s presenting needs
• Provide accurate and relevant information
• Make 2-3 relevant referrals
• Discuss safety planning with client
• If client expresses interest in going to a shelter, we accurately determine client’s eligibility for shelter
• If client is eligible for and interested in shelter, we provide accurate and relevant information about the shelter process and realities

Q: What are some of the challenges staff faces when handling calls?

A: That there are twice as many people seeking shelter than there are shelters available, and that shelter spaces for single clients are rarely available.

Q: What are three of the best things about helping people through the hotlines?

A: When we provide services to help people manage their crisis in the next 12-24 hours; giving back to the community; and getting a “thank you” from someone in crisis that we have just helped.

Help make a difference! Safe Horizon’s Hotlines give victims their first step toward finding brighter and safer futures away from violence and abuse. Your gift will help keep our 24-hour, multilingual lines open.