In The Toolkit
Findings
Client Access
The use of digital technology changed how service providers deliver support services and how clients expect to receive them. Staff and clients both said that clients want more choice and options when seek support.
Staff shared concerns about the safety and privacy of clients when they were accessing support services from their homes, this included unsafe home environments for both clients and children as well as clients being able to see into staff homes.
Online support is much more complicated for both clients and staff. Technical issues, access to phones, computers and the Internet, as well as issues with privacy and safety planning are new concerns for staff.
For some clients, offering services online was a lifeline. This was especially true for women with disabilities, childcare needs and mobility concerns.
Digital Divide
A digital divide exists between those with technology, including mobile phones, tablets, computers and Internet access, and those without. The digital divide means that some women are not able to easily and safely get the services they need
Some clients who were given devices felt that other people needed them more or didn't have Internet in the areas they were located, this was especially true in remote and rural areas.
Clients given devices and/or Internet access didn't always know how to use the technology given to them. This often left clients frustrated and distrustful.
Best Practices
Clients were fearful that their privacy was not protected online which could mean they don't continue with support services or participate less than they would have in group programs. Clients who were reassured of their privacy and security said they were more likely to seek services.
Even when they thought they were being safe. With easy access to small digital trackers, staff and clients need to be more careful about digital tracking.
Staff need clear and consistent help on what to do when things don't seem right or they have concerns when providing online support services.
Staff Resources
Staff said they needed more tools and training to use technology, software and devices. They often felt that they didn't have everything they needed to provide the best possible services.
When technology is not working well, staff must help clients with cameras and microphones while still running sessions. If programs run screening into online sessions, additional staff are needed.
Staff said they often felt like they didn't have enough knowledge of digital tools. When helping clients work computers, cameras, and microphones they said they didn't feel like they knew enough or had anyone to ask questions.
Many staff shared concerns about their workspaces or equipment that they had. In some cases, the organization didn't supply devices or only had older devices for staff to use. Some staff found it very difficult to provide confidential services when they shared living space.
Staff feel they have a limited ability and opportunity to share information and discuss concerns with other staff. This was a big concern when they experienced secondary trauma and did not have support systems to help them.
Background
This project arose from awareness created by the American court case of Mary Lindsay, whose court proceedings on Zoom in 2021 ended abruptly when it was made clear that the perpetrator was in the same home while she was testifying against him on domestic violence charges . The video of the case made headlines, during which one can see Mary looking nervously off to the side as she hesitates to recount the events of a domestic violence incident. This situation raised concerns that had not previously existed for service providers prior to the COVID-19 pandemic and the subsequent widespread adoption of digital technologies in the provision of support services. NYWC submitted a proposal to Women and Gender Equality Canada to develop and distribute practical tools to mitigate the safety, security and privacy risks inherent in the digitization of support services as organizations adapt to a new landscape in supporting women who have experienced GBV.
Sponsors
This toolkit is developed and maintained by North York Women's Centre.
