This case study originates from our Digital Policing event, where Zoe Traynor, Detective Inspector of the Domestic Abuse Hub at Kent Police, discussed how her team leveraged cutting-edge digital policing technology to combat domestic abuse.
Kent Police has implemented a ground-breaking approach to domestic abuse response by leveraging the Good Sam technology, originally designed for emergency medical assistance, for an alternative and innovative purpose.
Recognising the need for change, Kent Police aimed to enhance service effectiveness and efficiency while prioritising victims’ needs. The goal was to improve the quality of domestic abuse investigations, strengthen partnerships, and manage perpetrators through various strategies, including prosecution, prevention, education, and alternative outcomes to break the cycle of abuse.
“We’ve coordinated over 1,500 arrests for high-risk cases. Now, 95% of them are done virtually via GoodSam.“
Several years ago, HMIC highlighted the necessity for improvement in services for domestic abuse victims, a common issue across many police forces. This led to the integration of GoodSAM, standing for Good Samaritan, with Rapid Video Response (RVR). During the COVID-19 pandemic in 2021, Kent Police piloted GoodSAM to determine if an immediate video service would be more effective than delayed physical attendance. Collaborating with Cambridge University, the pilot aimed to enhance call satisfaction and cost-effectiveness through a randomised control trial.
The pilot’s success paved the way for the implementation of a virtual frontline officer response. This method provides victims with fast, direct, and optional assistance when they call for help. When a domestic abuse incident is reported, it is graded in the control room. Immediate cases receive a physical response from local policing teams. If the offender is not present and the caller can communicate and access technology, they are eligible for the virtual response. Telecom companies partnered with Good Sam to offer free Wi-Fi, ensuring accessibility for victims.
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Since its launch in May 2022, Kent Police has significantly reduced response times, improved efficiency, and enhanced victim safety. The process includes handling referrals, coordinating support, and minimising callbacks to the control room. The domestic abuse hub operates seven days a week, with hours adjusted based on demand.
Zoe Traynor, Detective Inspector of the Domestic Abuse Hub, Kent Police said, “Since going live in May 2022, we’ve significantly reduced response times, improving efficiency and victim safety. We handle referrals and coordinate support, reducing callbacks to our control room.
Our hub operates seven days a week, adjusting hours based on demand. We use video technology to respond to high-priority domestic abuse calls, coordinating referrals and support. We’ve coordinated over 1,500 arrests for high-risk cases. Now, 95% of them are done virtually via GoodSam. We send the victim a link and then virtually do the disclosure for them. They read out dos and don’ts and what they can do with that information.
Now, with the virtual response in Kent, we’re 99% compliant in getting disclosures done within 28 days. This means we’re efficiently dealing with persons at risk and safeguarding victims.”
Using video technology, Kent Police responds to high-priority domestic abuse calls, coordinates referrals, and provides support. Over 1,500 high-risk arrests have been coordinated virtually. The virtual process ensures disclosures are recorded for potential data breaches and dropped from the system within 30 days for security. The initiative has achieved 99% compliance in completing disclosures within 28 days, ensuring efficient handling of at-risk individuals and safeguarding victims.
Kent Police’s innovative approach has been recognised as national best practice by HMIC, prompting changes in Home Office guidance. They review all non-crime domestic abuse incidents, ensuring bespoke safeguarding and referrals, and conduct initial investigations for standard domestic abuse calls to maximise officers’ time.
This intuitive response method has improved victim engagement, satisfaction, and support. Referrals are processed within hours, enabling partner agencies to engage with victims promptly. Reducing unnecessary physical attendance has increased frontline resources’ capacity to respond to other calls and crimes.
Victim surveys have shown positive feedback, particularly among people with disabilities, who find the virtual response more convenient and less daunting than visiting a police station. Kent Police’s adoption of Good Sam has set a new standard in domestic abuse response, providing victims with essential support and empowerment.
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