Summary

This strategy has been developed in line with the government’s national strategy 2018 and the national police chiefs' council victims and witnesses strategy 2019-2021. It sets out how we will listen to and understand what victims really want and need to improve the service and support we provide to victims and witnesses.

We seek to improve the victim or witnesses experience. We will ensure:

• effective contact and communication
• ensure they are aware of the victim code of practice and witness charter
• that they understand their entitlements
• understand the standards of service they should expect

It seeks to ensure that we deliver the highest quality, clear consistent and compassionate service, providing the required practical and emotional support and a quality of service that satisfies and delivers what they need. It will include existing and developing initiatives as well as identifying and driving forward improvements for those at the heart of everything we do. In order to achieve this, we will: 

• raise awareness of the victim code and witness charter
• review our online resource solutions to improve access to information and support
• revise and improve our training programmes for all operational staff and new recruits
• review and improve policy and guidance in relation to victim code and witness charter to ensure it is clear and unambiguous
• provide officers with additional support and guidance to improve in key areas of:
  
  • initial engagement
  • assessment of risk
  • identification of vulnerability
  • delivery of key entitlements
  • face-to-face engagement
  • needs assessments
  • special measures provisions
  • mandatory and investigative updates
  • post charge support
• improve referral mechanisms to support agencies to ensure the right support is identified
• put in place a comprehensive assessment process, to measure the quality of service provided
• identify changes to technology and business processes that allow for delivery and measurement of all aspects of the victim code and witness charter
• embed the force’s 'vulnerability hub’ and ‘victim based crime team’ functions
• complete and implement the multi-agency victim improvement strategy
• review and refine our approach to social media management, maximising the benefits to enhance and improve services to victims and witnesses
• capture learning through improved surveys including independent reviews and focus groups
• seek to identify new ways of tackling increased demand due to mental health related calls
• commit to continuous proactive horizon scanning to identify best practice
• implement a ‘victim and witness service delivery group’