Tele-Advocacy During the 
COVID-19 Pandemic 

Toby Shulruff 
Safety Net Project 
National Network to End Domestic Violence 

© 2019 NNEDV 



Digital Services 

Using tech-based tools to provide 
services to survivors 

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Examples of Digital Services 

• 
Adding text or web chat to your hotline 
• 
Video calls with survivors 
• 
Video or web chat for support groups 
• 
Email or text (caution) 
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Support & Access 

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Meet survivors where they are – 
chat, video, text, etc. 
• 
Offer tools to meet accessibility needs. 
• 
Offer tools with low tech barriers to access 
• 
Provide information so survivors can choose 
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Privacy & Safety Options 

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Options for anonymous use 
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No traces on survivor’s device or accounts 
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Company can’t see info about survivors or 
content of conversations 
• 
“HIPAA Compliant” is not enough 
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StayTrue to CoreValues 

• 
Just because the tech makes something 
possible, doesn’t mean we should do it. 
• 
Tech that is OK for our families or workplace 
is not necessarily OK for survivors. 
• 
Use any new digital service temporarily – 
reassess once the pandemic has passed. 
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Chat 

• 
Survivors connect via a browser window. 
• 
Advocates use computer-based chat system 
to respond. 
• 
Your webpage can include service hours, 
other hotlines to contact, and resources. 
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Texting 

• 
Texting is not high-tech 
• 
All mobile phones have a default texting 
app – no separate download required 
• 
Convenience of texting whenever there is 
time, pausing if needed 
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How Programs Text 

• 
Basic approach: Use a cell phone 
– 
Requires juggling multiple conversations on a 
single device 
• 
Better: Computer-based messaging 
– 
Allows multiple staff members to triage, assign, 
and respond to messages that come in 
– 
Can more easily protect confidentiality 
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Quick Notes on Email 

• 
Email can be easily intercepted. 
– 
Abusive person may know account password. 
– 
Abusive person may have access to devices. 
• 
Email is saved by default in many places. 
• 
Email is often backed up on servers, and 
sync’d across devices through the Cloud. 
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Video Calls 

• 
Video offers visual and audio cues. 
• 
It is easier to add in a third party, including live 
interpreters to increase accessibility. 
• 
Many people don’t have the bandwidth or data 
plans to support video. 
• 
Not safe or private if someone else is in the 
location. 
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Phone Calls 

• 
Make program-owned devices and accounts 
available to advocates. 
• 
Plan for forwarding calls after shifts. 
• 
Make sure phone interpreter account information 
is available. 
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Safety & Privacy Risks 

1. Interception 
– 
Personal Safety 
– 
Loss of Privacy 
2. Impersonation 
3. Program Confidentiality 
4. Advocate Safety & Capacity 
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Start with WhatYou Know 

• 
Begin with the same safety and privacy 
protocols that you use on phone hotlines – 
then update for digital services. 
• 
The technology is different, but survivors’ 
informed choices, safety, and privacy are all 
still the goals. 
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Strategies with Survivors 

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Talk to survivors about risks, each time. 
• 
Plan for safety and privacy. 
• 
Offer options based on each survivor’s risks 
and access. 
• 
Use codewords or phrases. 
• 
Remember sync’d cloud accounts. 
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Strategies in Your Program 

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Delete message history. 
• 
Don’t save survivors’ info in contacts. 
• 
Provide program-owned devices. 
• 
Choose tools that don’t require survivors to 
download or sign-up. 
• 
Choose tools designed with privacy in mind. 
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Vendors To Look Into 

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ResourceConnect 
• 
Cyph 
• 
Gruveo 
• 
Zoom 
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The Bottom Line 

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Offering additional communication options 
is crucial to survivor-centered services. 
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AND, it must be done with caution. 
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Digital Services Toolkit 

© 2019 NNEDV 



Contact Information 

Safety Net Project 

safetynet@nnedv.org 

202-543-5566 


© 2019 NNEDV 20