Enhancing Victim Support: Best Practice at West Mercia Police

Approximately one in six people aged 16 years and over (16.1%) reported experiencing a crime in the Crime Survey for England and Wales (CSEW) in the year ending March 2023 (ONS). Matthew Chester, Head of Victim Services at West Mercia Police for nearly five years, shared insights on the force’s approach at our Victim Services Conference 2024. Chester highlighted the importance of engaging with colleagues to share best practices and improve services collectively. The full video and summary are available in this article. Our latest version of the event is live below.

Emphasising Victim Support

Chester acknowledged the wealth of effective models and services supporting victims, recognising the need to learn from one another. He emphasised the police’s commitment to keeping victims safe and helping them through investigations and the wider criminal justice system. Despite the dedication of many officers, Chester admitted there are instances where behaviours have exacerbated victims’ harm.

Victim Advice Line

West Mercia Police’s approach includes the Victim Advice Line, established in collaboration with the police and crime commissioner. This service provides initial emotional and practical support, acting as an anchor for victims through victim care coordinators who offer advocacy and liaise with various agencies.

Initial Victim Needs Assessment

A crucial aspect of their strategy is the initial victim needs assessment, which helps identify support requirements and eligibility for enhanced services under the Victim’s Code. This assessment aims to build a genuine understanding of each victim’s needs. Chester stressed the importance of keeping these needs under review, as they can change over time.

Challenges in Crime Investigation

Chester also discussed the challenges faced by investigating officers, particularly as more crimes are now investigated without officers attending the scene. While this approach helps manage demand, it can be challenging for victims who expect prompt, personal police responses.

Quality of Service

Quality of service is a key focus for West Mercia Police, moving away from mere box-ticking to ensuring meaningful interactions with victims. Chester mentioned the rollout of a learning and development package based on procedural justice, which prioritises fairness and empathy in interactions with victims.

Collaborative Support Landscape

The complexity of the support landscape for victims was another significant point. Chester highlighted the need for services to work together, improving information sharing and creating clear pathways for victims to navigate and access the support they need without having to repeatedly tell their story.

Specialist Partners for Sexual Abuse Cases

Specialist partners for sexual abuse cases, such as the West Mercia Rape and Sexual Assault Support Centre, play a crucial role. A dedicated role within the Victim Advice Line reviews sexual offence cases to ensure victims receive appropriate support, significantly increasing the number accessing services.

Involving Victims in Shaping Services

Chester concluded by acknowledging the limitations of the current criminal justice system, which often feels like a one-way journey for victims with little control or support post-sentence. He stressed the importance of involving victims in shaping services and ensuring their voices are heard and acted upon.

Overall, this presentation at our Victim Services Conference underscored the ongoing efforts at West Mercia Police to enhance victim support, focusing on quality interactions, integrated services, and continuous improvement based on victims’ feedback.

More information is available on the West Mercia Police’s Victim Support Page. To gain insights on providing the best Victim Support, please see the latest version of this event below.

Join us at The Victims’ Services Conference to hear the latest guidance and best practice around supporting victims in the criminal justice system.

• High-level keynotes will provide insights into the latest national updates and strategic guidance on working in partnership to amplify the voices of victims in decision-making.
• Best practice case studies include insights into restorative justice processes and supporting victims who may be suffering from mental health problems.
• A breakout networking session offers the opportunity to share your experiences whilst networking with other senior colleagues from a variety of sectors.