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‘We’re here to listen’: Support at survivors’ fingertips

Published: May 19, 2021

Those who’ve experienced sexual violence in New Brunswick can text and chat with volunteer care team

Pandemic lockdowns led to an unprecedented reduction in calls to New Brunswick’s sexual violence support line.

The decline was inconsistent with the stories and data from sexual violence centers around the world, which showed increasing rates of sexual violence in households during stay-at-home orders.

In response, Sexual Violence New Brunswick conducted a survey of its clients and found the reason for the disconnect: People experiencing sexual violence were unable to get time alone to call the center for support.

The team at SVNB had previously explored adding a text-and-chat service to complement its 24/7 phone line—and after seeing the survey results, the non-profit accelerated its launch.

“At the heart, we’re survivor centered. It’s essential for us to have an understanding of what people’s needs are and meet the person where they’re at,” explains Lorraine Whalley, SVNB’s executive director. “Everyone is unique and their needs are unique. We want to respond as best we can, while at the same time being able to operate a service that is sustainable.”

SVNB consulted with similar organizations across Canada before selecting an online text-and-chat platform used at a center in Alberta. The online system, accessible by text or messaging on a website, was designed specifically for supporting people who’ve experienced sexual violence.

A $6,000 grant from the Maritimes & Northeast Pipeline, an Enbridge joint venture, will help the not-for-profit cover part of the costs of the platform, as well as training volunteers in advance of the service’s launch later in 2021.

As with support offered through the phone line, SVNB’s team of 50 volunteers will operate the text service, offering care and, if appropriate, information about additional SVNB services, such as individual and group counseling or accompaniment to medical appointments or police interviews.

Volunteers may also connect texters with services through other organizations.

“We don’t see ourselves as the be-all-end-all,” Whalley says. “It’s important that people who have experienced trauma have services wrapped around them.

“We have to recognize and respond based on the fact that people come with different life experiences—previous traumas, current unsafe situations, multiple issues like homelessness, addiction,” she adds. “It’s important for us to meet them where they’re at and take their unique situation into account when we respond to them.”

Whether in person, over the phone, or soon-to-be by text, SVNB approaches each interaction from a place of understanding and care.

“We’re here to listen,” she explains. “The number one most important message is: ‘We believe you.’ ”

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