Remote and Hybrid Work in Crime Victim Services

A Scoping Review

Abstract

Using the PRISMA framework for scoping reviews, we identified 27 studies on remote and hybrid work in the victim services sector that met our inclusion criteria. Studies were examined regarding (1) the data and methods used to examine remote and hybrid work in victim service agencies; and (2) provider-level and client-level outcomes. Findings show most studies are exploratory in nature, rely on qualitative data from professionals only (i.e., not service users), and suffer from methodological limitations (e.g., reliance on small, convenience samples). Further, most studies focus on the transition to remote service delivery during the COVID-19 pandemic and on domestic violence/sexual assault agencies. Findings show that common provider-level challenges include technological barriers, concerns about the security of online services, and the development of rapport with clients virtually; while strengths include personal-professional flexibility, the development of new collaborations, and work productivity/efficiency. Client-level challenges include technology access, digital literacy, and confidentiality and safety concerns, while strengths include increased access to services, reduced cost, and increased anonymity of virtual services. Results suggest that we need additional, rigorous evaluation research to understand how processes and outcomes differ between remote and in-person services. Expanding research to a wider range of types of crime victim service providers and crime victims are also important next steps.