A day in the life of a Victim and Witness Care Officer

Victim and Witness Care Officers (VWCO) are trained to listen, advise and support you.

A day in the life of a VWCO can be varied, and they will always stand alongside you while you navigate the criminal justice system.

Below we share what a typical day looks like for a VWCO.

8:00 – 8:30: getting ready for the day and prioritising workload

Arrive at the office; check voice messages, pre and post charge computer systems as well as emails before a quick check in with team leaders to discuss work load and commitments for the day. Prioritise commitments in order to achieve any deadlines for trials.

8:30 – 10:30: contacting victims, witness and police officers

Respond and deal with any urgent emails affecting today’s trials and cases; I establish that a trial has been vacated for the afternoon so I call victims, witnesses and officers ASAP as it is essential to ensure that they are all aware and do not turn up to Court unnecessarily. I drop a quick call to the Witness Service team too so they don’t expect the victims and witnesses and can cancel the volunteer arranged to support for the day.

A court summons has been issued by the Crown Prosecution Service (CPS) for a domestic abuse case where the victim is no longer supporting as conviction. I must create a Police Log on ‘Web Storm’ which will task an available Officer to personally serve the summons to the victim to ensure their attendance at Court. It is important then that I create and update records on systems and carry out all administrative duties associated with these tasks.

10:30 – 13:00: quick break and risk assessment checks

I take a break, and catch up with colleagues over a cup of tea. Then I focus on pre charge workload which has now been allocated for the day, 4 cases for me today.

I begin my risk assessment checks and research on victim and suspect in order to inform my care and support for this victim. I search a variety of systems for this information and any potential risks present, and I update the Crime Report, so that all other involved officers can assess the information.

I call the victim and complete a Common Needs Assessment (CNA) to make note of how they feel and what support and care referrals are agreed, this allows vulnerability factors to be identified at an early stage.

I am empathetic and sensitive when talking about the incident with victims so they feel supported and that they can trust me. I try to be innovative with solutions and plan forward, so that support is really specific and tailored to their needs. I then complete all the referrals agreed, such as to a domestic abuse organisation or Victim Support; as well as making contact with internal team such as Safeguarding Coordination Unit to flag any child welfare concerns or high risk domestic abuse cases.

My second pre charge case I can’t get hold of the victim, I make a note to try again later in the day. Depending on the time of crime/incident the care package that is coordinated is very different for example another pre-charge case for the day is a vulnerable victim, so when I complete the CNA our conversation is a general chat with reassurance ensuring all safety measures are in place. This victim has been a victim before so I already have a good rapport with them and she just likes to have that emotional support from myself and that Lighthouse actions going forward are consistent.

13:00 – 13:45: lunch time

Its important to take a break so that I am refreshed for the rest of the day.

13:45 – 16:15: reviewing hearing outcomes and updating victims

Check the post charge court system for the automatic generated tasks for the day which involve different actions. Communicate hearing outcome requires me to check for results from the previous day’s hearings and call any enhanced victims with outcomes within 24hrs of receiving the results to keep in line with the Victims Code of Practice Legislation.

If appropriate we send letters to witnesses with court outcomes and what’s next. As well as updating victims and witnesses I email the officer in the case as well as any other important parties such as an IDVA or Family Liaison Officer. One case has been adjourned to a trial at Magistrates Court so I must warn witnesses required by CPS. I call the victim and then follow up with court warning letters. An officer is also required so I send this to them and their resources team so this can be reflected on their rota.

I make a “front sheet” for my trial folder so I can easily see which witnesses are warned for a case and any important details.

When filing this new trial in my folder I notice I have a trial coming up in a few weeks where I have had some witness difficulties where there was initial reluctance to attend court. I call them to check if everything is still ok for them to attend court and if there is anything else I can help them with to make their attendance as easy as possible. I discuss expenses with them and also try and relieve any anxieties about the court process and giving evidence.

We work closely with the Witness Service so I make a last minute referral for one vulnerable witness so on the day they can be met by a volunteer and have someone to sit with before entering court.

16:15 – 18:00: talk with the CPS / Witness Service

Respond to calls from Crown Prosecution Service (CPS) / Witness Service confirming any trials or any queries regarding upcoming trials and cases discussing witness difficulties or clarification on results as well as updating the systems with any conversations or information. This is vital so that other team members could pick up where you left the case if needed.

I also make call backs and second attempts to call my pre-charge vulnerable victims and if appropriate send a support letter and relevant leaflets if still no answer as well as any post charge cases where confirmation for court is required.

18:00 – 18:30: complete outstanding tasks and prepare for the next day

Print out and send letters, respond to any emails and make a to do list ready for the next day.

I finish my shift at around 19:00. Home time has come around fast (no joke), it’s been a busy day but all worth it when we know we have made a difference to victims of crime providing support and practical guidance during post charge and pre charge processes. We have a great team that always stick together and can always help each other out with our different experiences and approaches… all again tomorrow!

Support services and your rights

• Support services in your area

  Find out about independent support services in your area and how they can help you.

• Your rights

  You have the right to be informed about the criminal justice process and the support that is available to you.

• Understanding the criminal justice system

  We can bring clarity and help you to navigate the criminal justice system when you need it most.

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