Preparing to Serve Victims:

NWC Basic Volunteer

Training

Module 6
PARTICIPANT GUIDE

Providing Quality Services

 Assessing Needs & Providing Quality Services

Module Objectives

At the completion of this module, the participant will be able to:

 Match the needs of victims to appropriate community resources

 Identify the form to complete for each victim referral
 Identify NWC Guiding Principles.

Key Topics

 Intake Form and Resources

 NWC Guiding Principles and Code of Ethics
 NWC QUALITY CARE: SIX GUIDING PRINCIPLES

1. To treat each victim with respect, dignity, and consideration, as a unique individual made in
the image of God.

2. To base program services on Christ' s example of ministering to those in need.

3. To provide designated services to all victims who request it, regardless of their financial,
cultural, racial, sexual and/or religious affiliations.

4. To promptly address victims' immediate needs and provide opportunities to discuss emotional
and spiritual issues in a supportive atmosphere.

5. To assist victims in restoring emotional, social, physical, and spiritual health.

6. To work cooperatively with criminal justice officials, victim service providers, and community
organizations in providing comprehensive services and assistance to victims of crime.
 INTAKE FORM

Intake date: ________ Name of Volunteer/Staff: ____________________________________

Name of victim:__________________________________________________________________________________________________________________________________________________________________

Last First Middle

Injury to victim: _______________________________Criminal Charge: _________________

Address:

_________________________________________________________________________

City/State: ____________________________________________Zip Code: _________________

Telephone (mobile) ___________________________________________ Text: Yes NO

Other phone number/s: _________________________________________________________

Incident Report # or Law Enforcement Case # ___________________________________

Referring Agency and/or individual: _______________________ Phone: ______________

Law enforcement agency involved: ________________________ Phone: ______________

Approximate age of victim: _________ Sex: ________ Marital status: ________________

Check Services Required: □Pastoral Counseling □Transportation

□Crisis Intervention □Mental Health Counseling □Child Care
□Court Accompaniment □Parole Hearing Assistance □Restitution Assistance
□Supportive Listening □Emergency Medical □Financial Assistance
□Insurance Claim □Property Repair □Spiritual Support
□Home Visit □Legal Advocacy □Impact Statement
□Information/Referral □Other: ____________________ Total Victims: __________

Please use back of this form to list recommended follow-up.

NEIGHBORS WHO CARE INTAKE FORM

Recommended follow-up

Staff / Volunteer: _____________________________________ Date: ________________

Recommendation:

Staff / Volunteer: _____________________________________ Date: ________________

Recommendation:

Staff / Volunteer: _____________________________________ Date: ________________

Recommendation:
 SAMPLE CONTACT LETTER

Return Address

Telephone Numbers

Date

Name

Address

City/State

Re: Incident#

Dear ______________,

We were sorry to learn that you were recently a victim of crime. We are Neighbors
Who Care, a Christian ministry dedicated to assist victims of crime. We work with
the Kansas City Police Department and Victim Assistance to help in the aftermath of
crime. We are a ministry of local churches that assist crime victims in addressing
some of their physical, emotional, and spiritual needs. Some of the services we
provide are sharing crime prevention information, supportive listening, being an
advocate with landlords and the court system, emergency food, local moving,
crime scene cleanup, window and door repair, and much more.

If you need assistance or have any questions, please contact Neighbors Who Care
at 816-421-7729. A volunteer may try to contact you in the next several days to see if
you need assistance or information. We sincerely care about you and want to be of
help.

Sincerely in your service,

[Name, Title]
 MATCHING NEEDS WITH RESOURCES

INSTRUCTIONS: Read each scenario below. With your partner, develop a list of
community resources that can support the victim.
Scenario #1
Isela Garcia is a 70 year old burglary victim who lives with her son and daughter-in-
law. Someone entered the home by breaking a sliding glass door. The thief stole
jewelry, the TV, insurance papers, medical records, and cash. When you call, you
discover that Isela doesn't speak English fluently. It's apparent, though, that Isela is
quite upset and you believe she tells you she is feeling ill. Isela's son and daughter-
in-law are out of town visiting relatives.
Resources for Victim in Scenario #1

Scenario #2
Sandy Carter is a 65 year old widow. Mrs. Carter's only son was recently murdered
in a drive-by shooting. She was assigned to you. When you call, she sounds upset
but is appreciative of the contact. One of the things Mrs. Carter is concerned about
is arrangements for her son's funeral. She is not a member of any church. She
does not drive.
Resources for Victim in Scenario #2

Scenario #3
Mark and Diane Johnston are a young couple with two small children who live in an
urban area. While the Johnston’s were visiting family over the Thanksgiving holiday,
someone broke into their apartment and stole the few Christmas presents they
could afford to purchase this year. Mark is extremely upset and can' t understand
why God would allow this to happen- they work hard, take care of their children,
and are good neighbors. Diane is fearful for her safety and that of her family. She
wants to leave the neighborhood.
Resources for Victim in Scenario #3
 SAMPLE CODE OF ETHICS
FOR CERTIFIED VICTIM ASSISTANCE SPECIALISTS

Characteristics of "Natural" Helpers

 Interest in and concern for others.
 Empathy for others - to feel what another person feels.
 Open-mindedness - not to be shocked or horrified or upset by people's
feelings and values.
 Good listeners - to be able to focus fully and intently on another.
 Multi-solution approach - to see a variety of ways in which people can live
and solve problems without making judgements or believing in only one
right way.
 Not self-seeking - not to need other people to make oneself feel good.
Adapted from Building a Solution: A Practical Guide for Establishing Crime Victim Service
Agencies, National Council of Jewish Women, St. Louis Section, 1980.

Standards of Service for Victim Assistance Staff

1. Comportment as a direct service provider

in the areas of personal conduct, in professional development and in service.
Victim assistance staff should maintain high standards as a victim service provider
2. Ethical Responsibility to Victims and Witnesses
The victim assistance provider's primary responsibility is to victims and
witnesses.
 Rights of Victims and Witnesses. The provider should make every effort to
foster maximum self-determination on the part of victims and witnesses.
 Confidentiality and Privacy. The provider should respect the privacy of
victims and witnesses and hold in confidence all information obtained in the
course of professional service.
3. Ethical Responsibility to Employers and "Employing" Organizations.
The victim assistance provider should adhere to commitments made to the
employing organizations and distinguish in public statements his/her personal
views from those of the organizations.
4. Ethical Responsibility to Colleagues
 The provider should treat colleagues with respect, courtesy, fairness and
good faith.
 The victim assistance provider should not assume responsibility for the
victims/witnesses of another agency or colleague without appropriate
communication with that agency or colleague.
 SAMPLE CODE OF ETHICS
FOR CERTIFIED VICTIM ASSISTANCE SPECIALISTS, cont'd
5. Responsibility to the victim assistance and advocacy profession.
 The provider should maintain the integrity of the profession and report any conflict of
interest that prevents the provider from being able to provide objective services or to work
cooperatively with colleagues, or be impartial in the treatment of any victim, co- victim or
witness.
 The provider should take responsibility for additional development and learning.

Adapted from the SC Victim Assistance Standards and Certification Board Code of Ethics Characteristics

Don't tell me you understand,

Don't tell me that you know,
Don't tell me that I will survive,
How I will surely grow.
Don't tell me this is just a test,
That I am chosen for this task
Apart from all the rest.
Don't come at me with answers
That can only come from me,
Don't tell me how my grief will pass
That I will soon be free.
Don't stand in pious judgment
Of the bonds I must untie,
Don't tell me how to cry.
My life is filled with selfishness,
My pain is all I seem
But I need you,
I need your love,
Unconditionally.
Accept me in my ups and down,
I need someone to share.
Just hold my hand and let me cry,
And say, "My friend, I care."

By Joanette Handel, Co-victim of Homicide

Distributed at Greenville (SC) Homicide Support Group meeting
Reprinted with permission.
Appendix
 ORGANIZATIONS

NATIONAL TOLL-FREE NUMBERS FOR INFORMATION AND REFERRALS ON VICTIM'S RIGHTS AND
SERVICES AND CRIMINAL JUSTICE RESOURCES

• Childhelp USA/Forrester National Child Abuse Hotline (800) 4A --CHILD

• The Family Violence Prevention Fund/Health Resource Center (800) 313-1310

• Justice Statistics Clearinghouse (800) 732-3277

• Juvenile Justice Clearinghouse (800) 638-8736

• Mothers Against Drunk Driving (800) 438-MADD

• National Center for Missing and Exploited Children (800) 843-5678

• National Clearinghouse for Alcohol and Drug Information (800) 729-6686

• National Clearinghouse on Child Abuse and Neglect (800) 227-5242

• National Criminal Justice Reference Service (800) 851-3420

• National Domestic Violence Hotline (800 799-7233

• National Fraud Information Hotline (800) 876-7060

• National Organization for Victim Assistance (800) TRY-NOVA

• National Resource Center on Domestic Violence (800) 537-2238

• National Victim Center (800) FYI-CALL

• Neighbors Who Care (victim assistance ministry) (800)-692-7770

• Office for Victims of Crime Resource Center (800) 627-6872

• Rape. Abuse & Incest National Network (800) 656-4673

• Resource Center on Domestic Violence, Child Protection and

Custody (National Council of Juvenile and Family Court Judges) (800) 527-3223

Provided as a public service by the Victim's Assistance Legal Organization

and
Neighbors Who Care national victim assistance ministry.
TRAUMA RECOVERY AND STRESS REDUCTION PUBLICATIONS

1. Anderson, Walter. Courage is a Three Letter Word. Fawcett Crest, 1986.

2. Bass, Ellen and Davis, Laura. The Courage to Heal. Harper and Row. 1988.
3. Benson, Herbert. The Relaxation Response. Avon Books. 1975.
4. Burns, David. Feeling Good, The New Mood Therapy. 1980.
5. Casarjian, Robin. Forgiveness: A Bold Choice for a Peaceful Heart. Bantam Books. 1992.
6. Crisp, Jayne. Surviving Violent Crime: A Handbook/or Victims, Their Families and Others
Who Care. 1991.
7. Dobson, James. Holding onto Your Faith Even When God Doesn't Make Sense, Tyndale
House, 1993.
8. Dyer, Wayne. W. Pulling Your Own Strings. Avon Books. 1978.
9. Dyer. Wayne. W. The Sky's the Limit. Pocketbooks. 1980.
10. Fahy, Mary. The Tree That Survived the Winter. Paulist Press. 1989.
11. Frankl. Viktor. R. Man's Search/or Peace. Washington Square Press. 1985.
12. Flanigan, Beverly. Forgiving tl,e Unforgivable. Macmillan Books, 1992.
13. Gordon, Sol. When Living Hurts. Dell Books. 1988.
14. Lampman, Lisa B. (Editor). Helping a Neighbor in Crisis, Tyndale Publishing House, 1997
15. Lewis, C.S. A Grief Observed. London: Faber & Faber, 1961.
16. Herman, Judith Lewis, Trauma and Recovery, Basjc Books 1992.
17. Hybels-Steer, Mariann,Aftermath: Survive and Overcome Trauma. Fireside 1995.
18. Janoff-Bulman. Shattered Assumptions. The Free Press. 1992.
19. John-Roger and McWilliams, Peter. Life 101. Prelude Press. 1992.
20. John-Roger and McWilliams, Peter. You Can't Afford the Luxury of a Negative Thought .
Prelude Press. 1991.
21. Johnson, Kendall. Trauma in the Lives of Children. Hunter House. 1989.
22. Kabat-Zinn, Jon. Full Catastrophe Living, Dell Publishing, 1990.
23. Kirsta, Alix. The Book of Stress Survival. Simon and Schuster, Inc. 1986.
24. . Kuenning, Delores. When A Friend Needs You: Helping People Through Grief Bethany
House Publishers. 1987.
25. Kushner, Harold S. When Bad Things Happen to Good People. Avon Books.1981.
26. Leshan, Edna. Learning To Say Good-bye. Avon Books. 1978.
27. Lord, Janice Harris. No Time For Good-byes. Pathfinder Publishing. 1987.
28. Lord, Janice Harris. Beyond Sympathy. Pathfinder Publishing. 1988.
29. Maseroni, Robert. Spiritual First Aid From A to Z. Ballentine Books. 1987.
30. Maslach, Christina. Burnout: The Cost of Caring. Prentice-Hall,1982
31. Nathan, Statts, & Rosch. The Doctor's Guide to Instant Stress Relief. Putnam & Sons. 1987.
32. Neeld, Elizabeth Harper. Seven Choices. Delta Books. 1992.
33. Peale, Norman Vincent. Power of the Plus Factor. Fleming Revell Co. 1987.
34. Peale, Norman Vincent. The Power of Positive Thinking. Fawcett Crest. 1988.
35. Prestine, J. S. Helping Children Cope With Death. Carthage, Fearon Teacher Aids, 1993.
36. Conquering Stress. Pocketbooks. New York. 1985.
37. Scherer, Migael. Still Loved by the Sun: A Rape Survivor's Journal. Plume.1993.
38. Schuller, Robert H. Tough Times Never Last, But Tough People Do! Bantam
· · Books. 1983.
39. Segal, Julius. Winning Life's Toughest Battles. McGraw Hill, 1986. ..
40. Simon, Sidney and Suzanne. Forgiveness: How to Make Peace With Your Past and Get on With
Your Life. Warner Books. 1990. .. · ''
41. Smedes, Lewis B. Forgive and Forget:, Healing the Hurts We Don't Deserve.
· Harper. 1996. ··
42. Spungen, Deborah, Homicide: The Hidden Victims, Sage publications, 1998.
43. Truesdale, Al. If God is God Then Why? (Letters from Oklahoma City), B_ eacon Hill Press, 1997.
·
44. Veninga, Robert. A Gift of Hope: How We Survive Our Tragedies. Little Brown and Co. 1985.
45. Vineyard, Sue How-to Take Care of You. Heritage Arts Publishing. 1987. and 1989.
46. Waitley, DenJ:s. . Seeds of Greatness. Revell. 1983. , :
47. Westberg, Granger E. Good Grief, a Constructive Approach to the Problem of Loss.
Fortress Press, 1971.
48. Williams, Redford and Virginia Anger Kills. Harper 1993.
49. Wolfelt, Alan. The Journey Through Grief Companion Press. 1997.
50. Audio Cassettes: Gospel Birds and Other Stories of Lake Wobegon (1985), News From Lake
Wobegon (1983), More News From Lake Wobegon (FAITH) (1989) - A Prairie Home Companion.
All written and performed by Garrison Keillor.
51. Stearns, Ann Kaiser. Living Through Personal Crisis, Bantam Audi Publishing. 1987.
I

Resources and_ Perspectives on forgiveness, Suffering and Healing

.. .
I. Blackaby, Henry T. and King, Claude V. Experiencing God, Broadman & Holman
Publishers, 1992. · _·
2. Brand, Dr. Paul and Yancey, Philip. The Gift of Pain, Zondervan Publishing, 1997.
3. Brown, Stephen. When Your Rope Breaks, Nashville, TN. Thomas Nelson Publishing, 1988.
4. Casarjian, Robin. Forgiveness: A Bold Choice for a Peaceful Heart. Bantam Books. 1992.
5. Days of Prayer, Futures of Hope: A Guide to Praying for Crime Victims. Neighbors Who Care.
1996. . ..
6. Dobson, James. When God Doesn't Make- Sense, Tyndale House,.1993. (Also on audio tape.)
7. Fahy, Mary. The Tree That Survived the Winter, Paulist Press. 1989.
8. Fitzpatrick, A Time to Grieve: Help and Hope from the Bible, Barbour Books, 1994.
9. Flanigan, Beverly. Forgiving the Unforgivable. Maxwell Macmillan, 1991.
10. Kaiser, Walter C., Jr. A Biblical Approach to--Personal Suffering. Chicago. Moody Press, 1982.
11. Kreeft, Peter. Making Sense Out of Suffering, Ann Arbor MI, Servant Books, 1986.
12. Kuenning, Delores. Helping People Through Grief Bethany House Publishers. 1987.
13. Lampman, Lisa Barnes. Helping a· Neighbor in Crisis, Tyndale House, Wheaton, IL. 1997.
14. Lewis, C.S., The Problem of Pain, New York, Macmillan Publishing Co .
15. Lewis, C. S. A Grief Observed. London: Faber & Faber. 1961.
16. Neeld , Elizabeth Harper. Seven Choice . Del_Publishing.
17. Nouwen, J. M. The Wounded Healer: . . Ministry in Contemporary
-:- Society,
'
Image Books,
Doubleday, New York. 1972.
18. Powers, Margaret Fishback. Footprints: The true Story Behind the Poem That Inspired Millions.
Harper Collins. 1993.
19 . Segal, Julius. Winning Life's Toughest Battles. McGraw Hill, 1986.
20. Simon, Sidney and Suzanne, Forgiveness: How to Make Peace With Your Past and Get on With
Your Life. Times Warner, 1990.
21. Smedes, Lewis B., Forgive and Forget: Healing the Hurts We Don't Deserve.
Harper, 1984.
22. Truesdale, Al. lf God is God Then Why? Letters from Oklahoma City, Beacon Hill Press, 1997.
23. The Twelve Steps of Spiritual Healing (A Working Guide for Healing Based on Biblical
Teachings) revised, RPI Publishing, Inc. San Diego, CA. 1994.
24. White, Mary A. Harsh Grief Gentle Hope, Navpress, 1995.
25. Williams, Redford and Virginia. Anger Kills. Harper Perennial, 1993.
26. Westberg, Granger E. , Good Grief Philadelphia. Fortress Press, 1962.
27. Yancey, Philip Disappointment with God: Three Questions No One Asks Aloud. Zondervan
Publishing House, 1988.
28. Yancey, Philip. Where is God When It Hurts?, Zondervan Publishing.
29. Video: "Wings Like a Dove: Healing for the Abused Christian Woman. A 34 minute video,
complete with study guide and 25 audience brochures. $79.00. Available from the Center for
the Prevention of Sexual and Domestic Violence, 936 North 34th Street, Suite 200, Seattle,
Washington. 98103. 206-634-1093.
30. Organizations:
THEOS (They Help Each Other Spiritually), 1301 Clark Building, 717 Liberty Ave. Pittsburgh,
PA 15222. (412)-471-7779.
Compassionate Friends (found in most cities.)
Books for Children Experiencing a Loss or Trauma

The Tree that Survived the Winter, Mary

Fahy, Paulist Press. 1989 (All ages
through adult.)

Take Time to Relax! Nancy Carlson, Puffin Books, 1991.

ISBN# 0-14-054242-6 . Ask for soft cover edition.

The Knight Who Was Afraid of the Dark, Barbara Shook Hazen, Dial
Books for Young Readers. ISBN: 0-8037-0667-7. Ask for soft
cover.

There's Something in My Attic by Mercer Mayer, Dial Books for

Young Readers. ISBN # 0- 8037-0414-3. Ask for soft cover
edition.

There's a Nightmare in My Closet by Mercer Mayer, Dial Books for

Young Readers. ISBN #. 0-8037-8574-7.

Hear a Noise by Diane Goode, Dutton Children's Books (Puffin

Unicorn Book), NY. 1988.
ISBN# 0-525-44884-5.

When Someone Very Special Dies, Marge Heegaard. Woodland Press, 1988,
. ISBN#0-96-20502-0-2.

When Dinosaurs Die: A Guide to Understanding Death, Laurie

Krasny Brown and Mark Brown, Little Brown and
Company, 1996.

The Fall of Freddie the Leaf A Story for All Ages. Leo Buscaglia,
Ph.D. 1982. SLACK Inc.
ISBN# 0-943432-89-8, or Henry Holt and Co. ISBN 0-8050-1064-5.

Sunshine: More Meditations for Children, Maureen Garth, Collins Dove, 1994.
ISBN 1-86371-406-5.