Our Process

How we work with people affected by crime

Our process is designed to be clear, flexible and guided by your circumstances and priorities. We understand that the impact of crime can be overwhelming, and that people may need different kinds of assistance at different times.

The steps below outline how we work with people affected by crime — from first contact through to practical assistance and ongoing support, if you choose. You can move through these steps at your own pace, and you remain in control of how and when we are involved.

STEP ONE: Initial contact

Getting in touch is the first step.

You can contact Voice for Victims Foundation in whichever way feels easiest for you:

Phone: Call us on 07 3497 0819

Phones are answered between 8.00am and 8.00pm. If you call outside these hours, you can leave a message, and we’ll return your call as soon as possible.

Email: support@voiceforvictims.org.au

Online: Click the Get Support button and complete our online form.

At this stage, we only need some basic information, such as your name and contact details, the type of offence, and whether you are the victim or contacting us on someone’s behalf.

Initial contact can be made by the victim themselves, or by a friend, family member or support person. If someone contacts us on your behalf, we will still need to speak directly with you at some point to understand how best to assist.

If you contact us by phone, we will aim to connect you with a Navigator or Social Worker as soon as possible, or arrange a time for them to contact you when they are next available.

If you contact us by email or through the Get support form, a member of our team — usually our Assistance Coordinator, or a Navigator or Social Worker — will contact you as soon as possible.

Some people are also connected to Voice for Victims Foundation through other organisations, such as Queensland Police, Queensland Ambulance Service or other services. If this happens, the same process applies — once we receive your details, we’ll contact you as soon as possible to explain who we are and how we can assist. Any involvement with our service is always based on your consent and choice.

STEP 2: Understanding your situation and immediate needs

During your first conversation with one of our Navigators or Social Workers, we take time to understand what has happened and what you need most right now. This conversation is guided by you and happens at your pace.

We’ll listen carefully to your experience and ask a small number of practical questions to help clarify what’s going on – such as whether you’re feeling unsettled or unsafe, whether there are immediate practical pressures, and whether there are upcoming decisions or processes causing concern.

At this stage, our focus is on:

• Helping you feel reassured and supported.
• Understanding what matters most to you right now.
• Identifying any urgent practical needs.
• Working out what should be prioritised first.

You don’t need to share everything at once, and there is no expectation that you have all the details or answers. This step is about grounding the situation, reducing immediate pressure, and making sure nothing important is overlooked before moving forward.

STEP THREE: Practical Assistance and Guidance

Once we’ve taken time to understand your situation and priorities, we’ll work with you to put the right support in place.

This step focuses on taking practical action and providing clear guidance to help stabilise things and reduce pressure. What happens at this stage depends on your circumstances, your immediate priorities, and our capacity to assist at the time.

This may include:

• Helping arrange practical assistance to restore a sense of safety and normality, such as emergency locksmiths, crime scene cleaning, temporary repairs, meals, or short-term accommodation.
• Guiding you through processes such as Victims Assist Queensland, insurance matters, or police-related steps, and helping you understand what information is needed and what to expect.
• Assisting with insurance, employment or other administrative matters, especially if you have sustained a serious injury.
• Supporting you to prepare for what comes next, including victim impact statements, court processes, and upcoming decisions.
• Explaining options in plain language so you can make informed choices without feeling rushed or overwhelmed.

In situations where additional or specialist assistance is needed, we’ll help you understand your options and, with your consent, assist in coordinating that support – while remaining involved and continuing to support you through the process.

Our role is to help make complex systems easier to navigate at a time when your focus needs to be on recovery.

This step is about turning understanding into action, at a pace that feels manageable for you.

STEP FOUR: Ongoing support (if you want it)

Some people want support only in the immediate aftermath of a crime. Others want someone to remain involved as things progress. Both are completely okay.

If you want us to, we can continue to support you over time – as matters move through investigations, court processes and sentencing, and as practical or emotional needs change.

This may include:

• Explaining what to expect at different stages of the justice process.
• Helping you prepare for court, attend court with you, or provide support on your behalf where appropriate.
• Assisting with victim impact statements and other victim-related processes.
• Supporting you to manage contact with police, legal representatives or other agencies.
• Helping you navigate media attention, if it arises.

For some people, it can also be helpful to speak with someone who has been through a similar experience. Where appropriate and if you choose, we can connect you with a peer support worker – someone with lived experience who understands the realities of navigating the aftermath of serious crime.

Our role is to provide steady guidance and practical assistance while respecting your choices. You remain in control of how involved we are, and for how long.

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