GOAL #1
Effective Outreach, Training
and Communication
Introduction
Yet there may be no other activity for which it is more difficult
for programs to allocate time and resources. Many programs are
budgeted only for processing and determining applications; fewer
than a handful of states have staff devoted primarily to outreach
and training activities. Most programs must fit outreach and
training initiatives in and around claims processing work, or halt
them entirely when the volume of applications demands attention.
Thus, in evaluating the ability of programs to undertake the
strategies suggested for achieving outreach and training goals,
available resources are an important consideration. And it is
imperative for programs to seek and maintain sufficient resources
to ensure that they are able to do effective outreach and training.
Programs should be aware that the more effective their
outreach strategies are, the greater the number of applications that
may be received. This may cause temporary difficulties if a
program doesn't have the staff to process an increased volume of
claims, or lacks the money to pay more applicants. This is not to
suggest that programs should curtail or abandon outreach activities;
but programs also must work to ensure that they meet the greater
demands on their processing and payment resources. It is
important to note, however, that good information and training
often can result in better applications--applications that are more
complete and accurate, and that involve fewer ineligible claimants
or expenses. As a result, processing and decision making on
individual claims actually may become easier for the program.
Within the overall goal for this category of activity, three
objectives are defined, each covering a different, though
interrelated, factor:
1. Providing information and training to victims and
personnel, such as police and victim advocates, who work with
victims. This objective encompasses written materials, such as
brochures, and training to ensure that those who work with victims
understand the program. Direct outreach through public service
announcements and community-group appearances is also
encompassed. As noted above, providing good information and
training can have a significant positive impact on processing and
decision making.
2. Fostering mutual understanding with victim service groups and criminal justice personnel. It needs to be emphasized that building "constituent relations" with victim assistance groups and service programs may be the most important outreach activity in which a program can engage. It is essential that representatives of victims and those who serve them in domestic violence shelters, rape crisis programs, and other service organizations have a thorough understanding of each compensation program's work, including its legislative directives and its resource limitations. The "victims community" must have a real sense that the compensation program is "one of us" rather than an outside and alien bureaucracy.
3. Communicating effectively and sensitively. This subject
area covers the forms, letters and written materials used by the
program, as well as oral communication by phone and in person
between victims and program staff. The emphasis here is on clear,
easy-to-read and/or understand communication, appropriately
sensitive to the emotional trauma victims may suffer.
Each of the objectives is important in its own right, but all are interconnected. A program that does a good job in pursuing effective strategies to achieve these objectives will create a climate in which it can interact and function effectively with victims, victim advocates, and criminal justice personnel. Effective outreach, training and communication will serve a program well in achieving its overall mission.