INFORMATION
VSS Helpdesk
The development of a free statewide Helpline (1800 VICTIM) that
directs victims to a team of on-call Officers and Counsellors on the VSS
Helpdesk has proved hugely popular with clients. The new Helpdesk
Centre in Adelaide uses the latest telecommunications technology to
direct callers to the Helpdesk Officer (HDO) who assists the victim with
basic information and advice. If a determination is made by the HDO that
the enquiry is more complex and requires a therapeutic response, the call
is escalated to a team of on-call Counsellors for more specialist support.
After a three month evaluation of the new Helpdesk the proportion
of clients who responded that their inquiry had been responded to
‘extremely efficiently’ increased from 16% to 57%.
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VSS 2014/15 Annual Report