An investigation into the experiences of domestic abuse helpline staff and service users during COVID-19 lockdown

Mobility restrictions enforced by the UK Government in since the beginning of the Covid-19 pandemic in March 2020 have resulted in those vulnerable to domestic abuse being confined in isolation with their abusers, deprived of safe spaces or opportunities for help or support. Domestic abuse helplines saw a substantial increase in the service provision required to support victims of domestic abuse during the last year, in particular, during episodes of 'lockdown'.

UK charity Refuge reported a 700% increase in traffic to their support website and a 120% in calls received in April 2020, compared to the previous year. While research begins to emerge on the impact of COVID-19 lockdown measures on rates of domestic abuse, no studies have yet provided insight into the experiences of those living with abusive partners or of the domestic abuse helpline staff required to provide support.

Together, these two elements are crucial to understanding the true impact of COVID-19 lockdowns on domestic abuse victims, others within their home, and helpline staff. Through developing an understanding of these impacts, the UK government and support organisations can establish a plan of action to support those living with domestic abuse appropriately as we move in and out of the pandemic.

This project will collect data in three phases to address this gap in knowledge. Phase 1 will involve remote interviews with 15 domestic abuse helpline staff. Interview transcripts will be analysed narratively and thematically, identifying patterns in the nature of calls received, impact of increased demand on the wellbeing of domestic abuse helpline staff, and emerging support needs.

Simultaneously, data collection phase 2 will occur. Phase 2 will involve a survey distributed to 200 domestic abuse helpline service users investigating the impact of lockdown on the instance and severity of abuse, the impact of/on others in the home and mental health and wellbeing outcomes. Results will be analysed using frequency analysis, inferential statistics and content analysis.

In phase 3, 15 service users will be invited to engage in a final wave of remote interviews to provide more in-depth elaboration on survey responses and elicit views regarding ongoing support requirements. We have confirmed involvement from 5 domestic abuse helplines who will facilitate participant recruitment.

The three data collection phases in this research are critical to understanding the lived impact of lockdown on domestic abuse helpline staff and service users. This will be vital in the development and refinement of long-term strategies in the UK for improving support provision for victims and ensuring support staff have the tools required to provide adequate support.

Findings will be disseminated to policy-makers, practice organisations, academics, and service users through a variety of outputs including policy briefing papers, online workshops, journal articles, and publicly available infographic documents. these will act as a crucial guide for policy decision-making regarding support needs emerging from the pandemic and beyond.