Over 200 victims have been offered immediate support at the moment of reporting following a pilot that sees domestic abuse experts sit in Police call centre.
The pilot, initiated and funded by Cumbria’s Police, Fire and Crime Commissioner, David Allen, launched on Friday 12 September. Through 999 and 101 calls, those reporting domestic abuse any time between Thursday to Sunday, 4pm – midnight have access to direct support and advice from one of Victim Support’s Independent Domestic Violence Advisors (IDVAs).
With their expertise and knowledge, the IDVAs can identify when a caller is in crisis and work alongside the call handlers to identify what information is most important in that moment. As well as receiving direct support at the moment of reporting, if the caller agrees, Victim Support will contact victims after the call to provide additional, tailored support to help the individual cope and recover from their experiences.
As well as supporting the call centre during the pilot hours, the IDVAs can review call logs throughout the week. Out of the 201 reports logged from the call centre that were reviewed by the IDVAs for support, 74 calls came in from 999, 66 from 101 non-emergency line, three from emails, and 58 from unknown sources. At the offer of support, 32 victims consented to be contacted again following the initial report and an additional 18 were already known to or currently being supported by Victim Support.
The IDVAs were also able to identify five DARVO (Deny, Attack, Reverse Victim and Offender) cases – a situation that sees the real victim being portrayed as the abuser. Five cases were also referred to a Multi-agency Risk Assessment Conference (MARAC) to safeguard victims at risk of serious harm due to domestic abuse.
Cumbria’s Police, Fire and Crime Commissioner, David Allen, said: “Supporting survivors is at the heart of everything we do so it is vital that they get support the moment they report.
“It takes a lot of courage to face your abuser and report them to the Police so the Constabulary, Victim Support and I want to ensure that those who report have immediate support and advice.
“Since being placed in the call centre, the IDVAs have offered support to 201 survivors – this is truly incredible as it means those who report know that they are not alone in the process.
“Not only are survivors getting immediate support, but our control room staff are learning more about how to spot signs of abuse, what language gets the most information from the survivor and reduce the likelihood of victim blaming language being used, and how to log these reports more effectively to ensure that the survivors get the best support possible.
“We have seen a reduction of domestic abuse reports in the county by 5.4% but this does not mean that the abuse isn’t happening. This pilot could genuinely save lives and help those who have experienced abuse move forward towards a happier and healthier life.
“I would absolutely encourage those in an abusive situation to report to Police on 101 or 999 in an emergency. However, if you don’t want Police involvement, Victim Support can still help you and can be contacted on 0300 303 0157.”
Superintendent Matt Pearman, Cumbria Constabulary, said: “Embedding Independent Domestic Violence Advisors in our control room has strengthened our ability to respond to victims at the most critical moment.
“This pilot ensures that those experiencing domestic abuse receive expert, trauma-informed support from the very first contact, alongside our operational response.
“The support which an IDVA can provide greatly assists our immediate risk assessment and safeguarding.
“The initiative is a vital step in improving safety, building trust, and helping victims feel heard and supported throughout the process.”
Victim Support’s Senior Operations Manager, Sarah Place, said: “Embedding IDVAs in Cumbria Police’s control room through this pilot means victims can get expert, compassionate support at the very moment they reach out for help.
Our IDVAs work alongside call handlers to make sure immediate safety needs are understood and acted on, and that victims feel heard, supported and receive immediate, informed help when they need it most. This approach helps reduce risk, challenges harmful myths, and ensures every call is treated with care and urgency.
If you’re experiencing abuse, you don’t have to face it alone. Victim Support can help whether or not you choose to involve the police. Call us on 0300 303 0157 for confidential, specialist support.”
If you wish to report to police you can do so online at Report a crime | Cumbria Police. You can also phone on 101. Always phone 999 in an emergency or if a crime is in progress.