Quality policy

Victim Support (VS) adopts an unrelenting focus on quality. Our review and learn culture of continual improvement is informed by our users, funder requirements, knowledge, and evidence. We put victims at the heart of what we do, whether or not they report crime, and our support and campaigns are informed and shaped by them. 

We provide tailored support through individual assessments, safety plans, and confidential, independent help for anyone affected by crime or trauma. Because everyone’s needs are unique, our approach is person-centered. We listen with compassion to help individuals understand and achieve their rights and entitlements, find ways to manage their feelings, feel safer, and build resilience, and strengthen support networks. 

VS invests in our staff and volunteers so that they deliver the right support at the right time in the right way to people who need our help. Our service model provides staff and volunteers with a clear framework for support, evidence-based resources, and training. This allows them to deliver safe and effective, high-quality services that are culturally informed and trauma-aware. We prioritise staff and volunteer engagement and development, prioritising their support and ensuring they develop the necessary competencies. We therefore treat our people compassionately as they respond to complex needs and traumatic events.  

Our continual improvement approach ensures delivery of contractual and legal requirements and commits to seeking and responding to stakeholder feedback derived internally or from other agencies’ feedback. VS’s Senior Leadership Team leads, owns, communicates, and embeds this policy and approach and ensures that all staff and volunteers are aware of them. By robustly reviewing, controlling, and monitoring our processes, we ensure the effectiveness of our service delivery and support services, improving outcomes for victims, and fostering innovation.