More time, more care: How Victim Support’s new model focuses on people

We've been here to support victims for nearly four decades. But a lot has changed from our humble beginnings in Gisborne in 1987.

Now, we support 50,000 victims annually across the whole country. This means that the way we work as an organisation needs to evolve to meet the needs of our clients.

Through independent reviews, client feedback, and conversations with our team, it became clear we needed a shift. Victims told us they wanted to feel empowered, not overwhelmed. Support Workers told us they needed clearer guidance and more time to focus on those who needed them most.

The new operating model is our answer. In November 2023, we tested the new way of working that ensures our purpose and practices are clearer, more effective, and better aligned with the needs of the people we serve - and the people doing the mahi.

“It frees up so much more time, so I can dedicate that time to victims that need that support.”

How the new approach helps our people

Michelle, a Support Worker in Marlborough, is one of the frontline team members who experienced the transformative potential of this change firsthand.

With a passion for psychology and a deep commitment to helping others, she joined Victim Support three years ago, ready to make a difference. When asked to participate in the pilot of our new operating model, she approached it with both curiosity and apprehension.

“I went into the training a little bit apprehensive,” Michelle admits. “But during it, I had this huge moment of clarity. I get this. I understand it, and it’s going to make my role so much easier and better.”

The changes, she explains, are grounded in meeting victims where they are - both emotionally and practically. “It’s about assessing and assisting based on the victim’s needs, not what we think they need. That’s empowering for them and freeing for us.”

The model’s victim-centric approach, built on a six-stage practice process, has helped Michelle streamline her work without compromising care.

“It frees up so much more time, so I can dedicate that time to victims that need that support,” she says. “It’s needs-based and victim-centric, which is exactly what our organisation should be.”

What this means for victims

When someone reaches out to Victim Support, they’ll be met with a team that puts them first. We’ll listen to their needs and work with them to understand the best way forward. At the same time, our trained Support Workers will guide them, using their knowledge and expertise to make sure they feel safe, respected, and empowered.

This model ensures our services remain focused and effective, so every victim gets the support they deserve. And because we’ve prioritised the wellbeing of our Support Workers, they’re able to give their clients the care and attention they need without feeling overwhelmed themselves.

The future of support

We’re rolling out this approach across the country, supported by new tools like an online practice guide and a refreshed client management system.

Victim Support has been here for nearly 40 years to make sure people hurt by crime weren't alone. These changes ensure we stay true to what we do best - empowering victims.

As Michelle says, “This is exactly what our organisation should be.”
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