Kiri

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EEA AND NORWAY GRANTS FUND FOR BILATERAL RELATIONS

INITIATIVE PROPOSAL

Title of the initiative: Improving the quality of victim support services

Implementing entity (beneficiary state entity): Social Insurance Board

Partner(s) (minimum one donor state entity):

Unni Marie Gulla Heltne (PhD); Universitetet i Bergen

City of Reykjavik Human Rights and Democracy Office

Ministry of Social Affairs of Estonia

Bilateral priority area identified by the JCBF beyond the programmes: X promotion of core European values, such as respect for human dignity, freedom, democracy, equality, the rule of law

and the respect for human rights for all people, regardless of their racial or ethnic origin, religion or belief, gender,

disability, age, sexual orientation or gender identity;

 E-governance (digitalization)

 eastern partnership

X equality and equal treatment

 competitive business environment, sustainable and adaptive governance (based on “Competitiveness Plan for 2020”

approved by the Government of Estonia)

Allocation (total sum): 332 657 (A more detailed project budget description in the activity plan)

Short description of the initiative: (background, aim, participants, activity plan, budget outline, communication and dissemination)

Objective: improving the quality of services provided to clients by developing the service and enhancing the skills of prprofessionals and network partners

1. Enhancing the skills of professionals (victim support workers and telephone counsellors) Victim Support supports victims through the provision of counselling and other services. It employs

specialised counsellors and works with various partners to provide services that are tailored to the needs of the target group. During the first interaction with the victim, initial counselling and a needs assessment need to be completed by the victim support counsellor, i.e:

• victim support workers, • telephone counsellors (including video counsellors), • counsellors for abandoning violence, • counsellors for victims of trafficking, • outreach workers Victim support services are accessed by people from different backgrounds who may have experienced

various types of traumas and been affected by crises. Crisis- and trauma-informed support is a crucial tool in the prevention of subsequent resource-intensive mental health disorders. Such an approach supports victims in the following ways:

• A sense of safety and trust: a trauma-informed approach allows the victim to feel safe and increases trust in the service providers. This is important, as trauma victims can experience elevated levels of fear and insecurity. A sense of safety helps them to open up and achieve general well-being.

• Empathy and understanding: a trauma-informed approach focuses on understanding the victim's experience and helps to increase empathy. If the service provider can understand the experiences and emotions, they can offer better support and adjust their approach, considering the needs of the victim.

• Mitigating crisis reactions: an awareness of the impact of trauma through a trauma-informed

1. Enhancing the skills of professionals (victim support workers and telephone counsellors)

Victim Support supports victims through the provision of counselling and other services. It employs specialised

counsellors and works with various partners to provide services that are tailored to the needs of the target

group. During the first interaction with the victim, initial counselling and a needs assessment need to be

completed by the victim support counsellor, i.e:

 victim support workers,

 telephone ounsellors (including video counsellors and children helpline),

 counsellors for abandoning violence,

 counsellors for victims of trafficking,

 outreach workers

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Victim support services are accessed by people from different backgrounds who may have experienced various

types of traumas and been affected by crises. Crisis- and trauma-informed support is a crucial tool in the

prevention of subsequent resource-intensive mental health disorders. Trauma-informed approach can

improve the victim’s ability to deal with their trauma, create new coping mechanisms, and promote healing

and recovery. It provides a solid foundation for the well-being of the victim and contributes to long-term

psychological health and coping.

Sub-objective: the project aims to create a training programme for victim support counsellors, enabling them

to offer trauma-informed and professional assistance to victims.

Impact: by enhancing the competence of the Social Insurance Board´s Victim Support counsellors, victims will

be provided with trauma-informed, effective, and professional assistance that supports their recovery and

coping.

The training programme will be designed to consider the different specificities of the work of victim support

counsellors. This includes an assessment of the basic skills and competencies required of all victim support

counsellors, as well as the need for additional specific skills due to specialisation (e.g., additional sectoral

knowledge required for counsellors for victims of trafficking; a specific suicide prevention training for crisis

lines workers etc). Counsellors who possess a good understanding of trauma, strong overall knowledge of their

field, and a wide range of skills, will be able to provide a high-quality service. They understand the needs of

their clients, are familiar with the relevant procedures and requirements and know how to apply them

correctly, are familiar with the methods used in the field and practically apply them in their work. Competent

staff have the ability to make decisions that support the victim's recovery, solve problems and ensure that

their client receives the best possible care. Staff competence is a key component of service quality. These

features help to create a high-quality service that meets customers´ expectations and needs. The competence

and appropriate intervention of the victim support worker are crucial in mitigating the negative impact of life

events on victims.

All victim support counsellors must complete the online courses created by Victim Support, which provide a

basic overview of trauma, trauma-informed practice, and victim support. The training programme aims to take

a more comprehensive approach to developing the necessary interventions and skills.

Key activities to achieve the outcome:

 Creation and delivery of the training programme. Training programme will be created with partner

Unni Marie Gulla Heltne (PhD) (Universitetet i Bergen), a Norwegian clinical and research psychologist.

Partner expert will contribute to creation and delivery of the training programme in crisis- and trauma

informed practice. She will support in integrating practical, research, and educational activities for the

program, contribute in piloting and supervising the program and in consolidating what has been

learnt.

 Conducting the training programme

 Organising practical seminars to consolidate what has been learnt.

 Developing competencies and solving complex cases through clinical supervision.

2. Developing the skills of partners (MARAC)

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MARAC is a case management model based on networking and risk assessment to address high-risk domestic

violence cases where the victim's life is deemed to be at risk. The MARAC model has been developed in the

UK and adapted for Estonia, where it was first piloted in 2016. Between 2016 and 2023, approximately 600

adult victims of domestic violence and their 1,000 children have been assisted with the help of this model and

support from the European Social Fund. The MARAC model gained legal validation on 1 April 2023, and it will

maintain its operations with complete state funding in 2024. The model is based on the principle that no single

institution or person alone can help a victim of intimate partner violence. The MARAC network in Estonia

includes representatives from the Police and Border Guard Board, local governments, the prosecutor's office,

women's support centres and victim support services. The MARAC expert group includes practitioners and

heads of agencies from different regions and network areas. The expert group shares best practices, collects

suggestions to improve the effectiveness of the model, and shares them with policymakers.

The MARAC model is an important tool in the fight against domestic violence as it allows different agencies to

share information, assessments, and resources to adequately address individual cases. This approach has been

proven (MARAC Impact Study 2023) to be effective in protecting and providing support to victims of domestic

violence and helping to reduce the risk of repeat victimisation. An impact study of the MARAC model was

carried out in 2023. The study indicated that MARAC is an appropriate and necessary collaborative framework

for bringing together professionals dealing with high-risk cases of intimate partner violence (e.g., the

implementation of the MARAC model will result in a 52% reduction in the number of challenges and a 7-fold

reduction in the number of criminal proceedings), but that teams need further training on networking and co-

creation.

With the support of the programme, a MARAC-specific trauma-informed networking training programme will

be developed and delivered to MARAC teams in 4 regions of Estonia. The effectiveness and sustainability of

networking is largely dependent on the way it is undertaken. As MARAC works with victims of domestic

violence, who are usually long-term survivors of life-threatening violence, network members must understand

the essence of trauma and have the ability to communicate empathically and sensitively. This will increase the

victims´ openness and trust. The MARAC model requires close cooperation between different actors. The need

to involve more local government employees (child protection and social workers) in the MARAC network will

also be considered in the development of the training. The MARAC impact study revealed that local

government employees experienced the lowest level of inclusion in networks, despite being crucial partners

in the support of victims and children. The MARAC network training programme will encompass the better

participation of local governments, thus aiming to create a more supportive MARAC team for victims and other

members of the network.

Sub-objective: provide more holistic and victim-centred support to victims of domestic violence through the

development of the MARAC model.

Key activities to achieve the outcome:

 Increasing the networking (co-creation) skills and trauma awareness of MARAC teams.

 The project partner (City of Reykjavik Human Rights and Democracy Office) will exchange their

expertise and experiences in addressing domestic violence cases, encompassing effective practices,

strategies, and the challenges they encounter. Among other things, they will discuss the Austrian

model, which facilitates the removal of perpetrators from the household in instances of domestic

violence, along with multi-agency responses to such cases. The implementation of this model has led

to a twofold increase in the number of individuals reporting incidents of domestic violence. Estonia

will contribute by sharing its implementation of the MARAC model, which focuses on resolving cases

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involving distressed adult victims of domestic violence. Within the project framework, a minimum of

three online meetings will be conducted with international partners, and there will be a joint study

visit involving specialists from Iceland and Estonia.

 Observation of MARAC teams. During the observations, we can map, among other things, the teams'

victim-centred approach and training needs.

 Development of trauma-informed networking and co-creation training.

 Conducting 4 regional (East, North, South, West) trauma-informed networking (co-creation) training

sessions (for MARAC team members only). Each training will be attended by a maximum of 30 people.

 3 meetings of the MARAC Expert Group (MARAC Steering Group of different agencies) (approx. 25

professionals from different agencies belonging to the MARAC network).

 Developing a feedback system (feedback from victims, solving cases of repeat victimisation). MARAC

teams are specific and include agreements with the Border Guard Board, the prosecutor´s office, and

other partners. The establishment of a feedback system will help to ensure the sustainability of the

implementation of the MARAC model in Estonia - it will help to ensure that services are continuously

developed according to victims' needs and feedback. In cooperation with the participating

organisations in the MARAC networks, a methodology and principles for collecting feedback have been

developed, and the different barriers and opportunities have been mapped, all while ensuring the

confidentiality of victims. The feedback methodology also includes a methodology for analysing the

feedback and drawing up action plans that consider the feedback received.

 Supervision and teambuilding activities of MARAC teams. To maintain high standards of quality and

satisfaction with the model, it is important to ensure adequate and continuous mental health support

for professionals dealing with life-threatening or health-endangering cases of intimate partner

violence. All MARAC teams should incorporate self-care as an integral part of their work and conduct

at least one self-care day per year, which would include both supervision and team activities.

3. Development of victim support services (feedback system and access to information).

Experiences of crises and trauma have potential long-term negative effects on the victim. Therefore, it is

important to contribute to the development of trauma-informed practice. The best way to understand the

impact of an intervention practice on the victim is to ask for feedback. Regular feedback allows for the

implementation of changes, the development of competencies, and the design of interventions that would

make victims feel professionally supported. This has an empowering effect and motivates the victim to take

action to recover from the trauma. The impact of feedback on service development is crucial. It provides

valuable information on how victims experience the service, what their needs and expectations are, and what

remedial action can be taken. Asking for feedback enables:

 Identifying bottlenecks, problems, or shortcomings in the service. When victims report

negative experiences or make complaints, the service manager can assess these and look for

solutions and corrective measures to improve processes. This will allow the service to develop

and become more effective.

 An understanding of needs and expectations: feedback provides valuable information about

the victims´ needs and expectations of the service. Victims may have specific expectations

about the quality of the service, accessibility, convenience, etc. This information is valuable in

assessing the needs of the service user. Feedback can help service providers to better

understand what these expectations are and to tailor the service accordingly.

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 Innovation and alterations: feedback can inspire new ideas and innovations in service design.

Victims´ experiences and wishes can inspire new ideas and lead to the creation of new

services, features or solutions. Consequently, this can result in better services and elevated

customer satisfaction.

Access to information is an important factor in helping victims get the help they need. Without an awareness

of the help available, many victims may not get the assistance they require. Enhanced public awareness of

available support options and access to current information is likely to boost the number of individuals seeking

help, presenting an opportunity to assist those who have undergone trauma or crises. As a key online channel

to ensure access to information, Victim Support has established a website, palunabi.ee, to provide up-to-date

information on help options, services, and ways to spot violence. The content of the website is currently

created and put together by Victim Support's content experts. The information on the website must be

comprehensive and speak to the victim while avoiding possible re-victimisation. Additionally, the site must be

appealing and easy to navigate. To this end, a website audit covering the service design components and

victims needs and feedback is needed. This would help to establish a service-overarching approach to victim

support and identify proposals for the development of website content. This, in turn, would help to ensure

that victims have access to the information they need in a way that is appropriate and supportive to them.

Sub-objective: to make victim support services more responsive to the actual needs of victims by incorporating

feedback into the service development process and improving access to information.

Key activities to achieve the outcome:

 Creating a feedback system in a trauma-informed way. This includes the creation of a feedback

methodology (modalities, channels, questionnaires, communication, collection, data

management, and follow-up).

 Establishment and implementation of a secure internal environment for soliciting feedback.

The collection of feedback will not bring about changes unless the information is incorporated

into the development of the service. Therefore, an organisation's willingness to accept

feedback and use it as part of natural service development is also critical to achieving tangible

impact in the context of victim support services.

 Initial technical capacity and solution for soliciting and collecting feedback.

 Communication to leverage feedback gathering (clients and partners) (references at the

bottom of emails, SMS notifications, etc.).

 Audit (incl. design and customer satisfication) of the palunabi.ee website for trauma

awareness and awareness raising activities (incl. media campaigns).

Activity plan:

Activity Time Location Cost Participants

1. Creating training programme for victim support workers and telephone counsellors (inc. personnel costs)

04.2024-

04.2025

52 283 Social Insurance Board, Norwegian partner, Ministry of Social Affairs

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2. Conducting the training programme (incl. seminars)

06.2024-

04.2025

35 000 Social Insurance Board, Norwegian partner, Ministry of Social Affairs

3. Supporting measures implementing the programme (incl clinical supervisions, seminars)

05.2024-

04.2025

10 000 Social Insurance Board, Norwegian partner, Ministry of Social Affairs

3. Developing the skills

of partners (MARAC)

(inc. personnel costs)

04.2024-

04.2025

95 958 Social Insurance Board, MARAC partners

4. Developing feedback system (inc. personnel costs)

04.2024-

04.2025

37 543 Social Insurance Board

5. Website audit (inc. personnel costs and communication)

04.2024-

04.2025

73 046

Social Insurance Board, Norwegian partner

6. Project management (inc. personnel costs)

04.2024-

04.2025

20 003 Social Insurance Board,

7. Indirect costs 04.2024-

04.2025

8824

Social Insurance Board

SUM: 332 657

Planned results1

1 Please refer to the Results Guideline

OUTPUT INDICATOR TARGET

Victims will be provided with trauma-informed, effective, and professional assistance that supports their recovery and coping.

Training programme for victim support workers and telephone counsellors

Training programme

Counsellors can provide trauma- informed, effective, and professional assistance.

Training programme is piloted 40 specialists

Training programme has been piloted and feedback is collected

Seminars to consolidate training programme

At least 3 seminars

Victim support workers have higher competencies and are supported in working with complex cases

Clinical supervisions 10 cases

More supportive MARAC team for victims and other members of the network

Networking (co-creation) and trauma awareness programme

Networking training programme

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MARAC teams have higher networking competencies

Networking training programme

sessions in 4 regions (North, East, West

and South Estonia)

4 sessions

Better co-operation between MARAC expert group members and between different agencies

Expert group meetings

3 meetings

Sustainability of the implementation of the MARAC model in Estonia

Observations and structured feedback 15 observations and structured feedback

High standards of quality and satisfaction with the MARAC model

Supervision and teambuilding

activities of MARAC teams

125 MARAC team members

Victim support measures address victims' needs

Creating a feedback system in a trauma-informed way

Feedback methodology

Improved access to information of victim support services

Analysing victims feedback and needs for website

Report of victims needs for website

Improved access to information of victim support services

Audit of the palunabi.ee website for trauma awareness

New content concept and design of the palunabi.ee website

Improved awareness of victim support services

Different awareness raising activities (social media posts, media campaign, materials)

Media campaign

Paldiski mnt 80 / 15092 Tallinn / 612 1360 / [email protected] / www.sotsiaalkindlustusamet.ee / registrikood 70001975

Riigi Tugiteenuste Keskus [email protected] Lõkke 4, Tallinn 10122, Harjumaa

Meie 27.03.2024 nr 2-12/10193-1

Taotlus

Esitame Euroopa Majanduspiirkonna ja Norra finantsmehhanismide programmperioodi 2014- 2021 kahepoolsete suhete fondi rahastustaotluse (lisatud). Lugupidamisega (allkirjastatud digitaalselt) Maret Maripuu peadirektor Lisa: Bilateral fund initiative proposal Liis Sild-Harutši 51949691, [email protected]