EFFECTIVE RESPONSESTO VICTIMS

OF VIOLENT CRIMEAND

INTERVIEW TECHNIQUES(For Law Enforcement)

Amy Walker, Deputy DirectorTonya Mangus, InvestigatorOffice of the Attorney General

DID YOU KNOW…People are 10 times more likely to complain than to compliment.

“Almost everyone remembers negative things more strongly and in more detail.”

“Negative emotions generally involve more thinking, and the information is processed more thoroughly than positive ones.”

Clifford Nass, Professor of Communication Stanford University

“Bad impressions and bad stereotypes are quicker to form and more resistant to disconfirmation than good ones.”

Roy F. Baumeister, a professor of social psychology at Florida State University

Humans Beingsand

Perceptions

EMS & FIRE FIGHTERS

LAW ENFORCEMENT

WE’RE ALL HUMAN!

APPROACH

IS

EVERYTHING!!!

VICTIM COMPLAINTS

▲Devalued

▲ Misunderstood

▲ Uninformed

FIRST RESPONDERSVictims report that the treatment they received in the immediate aftermath of a crime greatly influenced:

■ Perceptions■ Future Interactions■ Their ability to move on ■ Willingness to work

with authorities in the future

Benefits to Law Enforcement

• Increase Clearance Rates

• Decrease in Crime

• Improved Efficiency

• Heightened Job Satisfaction

International Assoc. of Chiefs of Police, Training Manual, Vol. 4

BASIC VICTIM NEEDS• Safety

• Support

• Information

• Access

• Continuity

• Voice

• Justice

How to give it to them…

• Have access to additional support– Crime Victims’ Bill of Rights– Emergency Services– Facilitate contact with a victim service

provider– List of Referrals– Written Information on victimization– Make sure you’ve answered questions

FIRST RESPONDERS

• Shock

• Disorientation

• Fight or Flight

• Helpless

• Vulnerable/Frightened

• Raw Panic

• Unresponsiveness

• Paralysis

• Refusal to seek Medical Attention

• Cool, Calm, Collected

CRIME VICTIMIZATION - The “Layer” Effect

• Burglary• Armed Robbery

• Assault & Battery• Rape

Harold Russell & Allan Beigel, Police Psychologists

Enhancing the Victim Response

• Leadership

• Partnering

• Training

• Performance monitoringInternational Assoc. of Chiefs of Police, Training Manual, Vol. 4

HOW TO GET THERE…• Gentle prodding and guiding

• Hold your questions or comments until the end

First responders will get a more complete picture if they let victims tell their story in their own way.

First Responders can and should:

♦ Reassure

♦ Normalize

♦ Validate

CULTURAL COMPETENCY

• Shared beliefs

• Values

• Customs

• Behaviors

• Attitudes

Passed down from generation to generation

CULTURAL DIVERSITY

• Know your community – Can you connect?

• Cultural competency – community resources

• Special communication needs

• Close cultural gaps in service

• Stereotyping

• Profiling

• Avoid cultural unfamiliarity

APPEARANCE IS IMPORTANT!

Interviews

• Let victims have some input on where the interview will take place

• Address victims’ immediate needs

• Make good eye contact**

• Limit interruptions from outside

• Personal observations are important

• Don’t promise anything you can’t deliver

ACTIVE LISTENING…• Careful listening without passing judgment

or evaluating• Listening to the message’s context,

content and the way it is being expressed• Attempting to relate to their

situation/experiences• Set your paper and pen aside and just

listen. The more concerned you appear, the more apt victims will be to share vital information.

Paraphrasing• Focus on key words, phrases and

concepts

• Repeat what was said using your own words without changing the meaning

Purpose: To make sure you heard and understood what the victim said happened and how they felt at the time of the incident and are currently feeling.

REFLECTIVE LISTENING

• Reflecting feelings back to the victim

• Make a mental note of key points• Listen for what is not being said• Make sure you don’t get your feelings/reactions mixed up with the victim

AFFIRMATION

• Statements that recognize and validate a victim’s strengths

Purpose: Build the victim’s confidence in their ability to regain control of their lives.

DON’T GET “TECHNICAL”

DOMESTIC VIOLENCE

The family is perhaps more violent than any other American institution or setting.

It is the ONLY crime category in which –

• Perpetrator voluntarily remains on the scene

• Expects no negative consequences

• Perceives your intervention as a violation of rights

Family

DOMESTIC VIOLENCE IS UNIQUE:

The Frustration…

Leaving is a PROCESS not an EVENT!

Leave your biases and frustrations at home!

Do not get complacent!

♦ Do you feel SAFE in your relationship? Should I be concerned for your SAFETY?

-S-

-A-♦ Are there situations in your relationship where you have felt AFRAID? Have your partner ever threatened or ABUSED you or your children? What happens when you and your partner disagree or ARGUE?

-F-♦ Are your FRIENDS aware that you have been hurt? Do your FAMILY members know about the abuse? Would FAMILY or FRIENDS be able to help or support you?

-E-♦ Do you have a safe place to go in an EMERGENCY? If you needed to leave now, do you have an ESCAPE plan? Would you like to talk with a victim advocate to develop an EMERGENCY (aka Safety) plan?

Sexual Assault Victim’s Role is much more important than in other cases: ● Sole Witness● Reluctant to Testify● Charmed by the offender● Often volunteer to go with them● Vulnerable● Compliant● High degree of skepticism ● Victim blaming in sexual assaults is unparalleled● Sexual Assault victims who leave out a portion of the event are often judged more harshly than other victims

One wrong move and – you are done!!

DUI VICTIMSChoose Your Words Carefully…

“Accident” – death or injury by an impaired driver is not an accident, but a conscious chose to drink/drugs and to drive a vehicle. Use the word “crash” instead.

“Died” – fails to acknowledge that the death could have been prevented. Use the word “killed”, as it suggests that life was taken rather than simply lost.

BAD NEWS

HOMICIDE VICTIMS…• Death Notifications –

– You may be needed to assist anyone with medical complications after being given the news

– On scene, you may be questioned by friends and family members – What is your policy?

– Who is designated to deliver death notifications?

– Does your department offer training specific to this topic?

WHAT HAPPENS WHEN

THE UNTHINKABLE

HAPPENS

TO ONE OF YOU?

CHILDREN

MINIMAL FACTS INTERVIEW

WHAT HAPPENED?

Children tend to regress emotionally during times of stress, acting younger than their age.

▲ Minimize the number of times a child must recount what

happened

▲ Use age appropriate language (avoid baby talk)

▲ Be consistent with the terms you use

▲ Use reflective language

▲ Let the child know they are not “in trouble” WITH YOU!!

ELDERLY VICTIMS…• Pre-existing medical conditions• Be alert to any hearing difficulties, but

don’t assume impairments• Keep instructions short and simple• Ask open ended questions• Elderly victims’ recollections may surface

more slowly.• Focus on restoring confidence and

maintaining dignity.

Victims with Disabilities…

• Ask how best to communicate with them

• Avoid expressing pity phrases

• Speak directly to the victim, even when they are accompanied by a “helper”

• Document the disability in your report

• Never assume that people with disabilities somehow suffer less emotional trauma

VICTIMS WHO ARE BLIND/VISUALLY IMPAIRED

• Make sure you introduce not only yourself but everyone with you

• Avoid lapses in conversation without explanation

• When assisting victims who are blind, offer your arm instead of holding their arm.

VICTIMS WHO ARE DEAF OR HARD OR HEARING

• Signal your presence to victims by waiving your hand.

• Never use a child to communicate with adults.

WHAT YOU MIGHT SAY…

• We’re going to move to a safe area

• I’m going to take (or have a medic take) a look at your injuries

• Then I’m going to ask you a couple of questions. Is that alright?

WHAT YOU MIGHT DO…

▲Diversionary Reality Question

▲ Therapeutic Hand-Clasp

▲Physical and Mental Paralysis (dissociation)

▲Containment

▲Augmented Behavioral Mirroring

ENCOUNTERING

THE

UNUSAL

WHY I QUIT POLICE WORK

DO NOT JUDGE THE SUCCESS OF

YOUR

INTERVENTION BY THE VICTIM’S

REACTION

The worst thing you can do is… underestimate the impact you have on traumatized crime victims.

Questions??

BUREAU OF VICTIM ASSISTANCE

Office of the Attorney General

1-800-829-6766

601-359-6766

601-576-4445 (Fax)

www.ago.state.ms.us