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Service Victim Liaison Document Service specification Version P 1.0
Sign off completed Minister of State 22-07-09 Sign off pending Operational policy group
Distribution DOMs (for onward distribution to existing public providers) and procurement (for issue under competition)
Service Specification for victim liaison
Service specification document
This document defines the service, including the required outcome(s) and outputs. As part of a
service level agreement (SLA) or contract, the national minimum outputs in this document are
mandatory for all providers. The document may also contain optional outputs that are available for
Directors of offender management (DOMs) to commission.
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Service Victim Liaison Document Service specification Version P 1.0
Sign off completed Minister of State 22-07-09 Sign off pending Operational policy group
Distribution DOMs (for onward distribution to existing public providers) and procurement (for issue under competition)
Introduction to Victim Liaison Specification
1. Service name
Victim liaison
2. Key outcome(s) for service
Provide information to victims of violent and sexual offences
3. Definition of service
The Victim liaison service has a statutory duty under sections 35-44 of the Domestic
Violence Crime and Victims Act (2004) to:
Contact victims of sexual and violent offences when the offender is sentenced
to 12 months imprisonment or more.
Ascertain whether they want to be informed of any conditions to which the
offender may be subject on release which affect them or their family. These are
usually non-contact or geographical exclusion conditions
Ascertain whether they want to make any representations regarding conditions
to the body considering release. More recently this has been extended to
include the opportunity to submit a victim personal statement and to attend oral
hearings.
Offer this service to the next of kin and other family members in cases where
the victim has died as a result of the offence.
4. Service elements in scope
A: Contact offered to eligible victims or next of kin within eight weeks of sentence
B: Information provided to eligible victims or next of kin
C: All reasonable steps taken to consult with the victim or next of kin and offer them the
opportunity to make representation to bodies making decisions about the offender’s
release
D: Relevant information on the victim’s perception or circumstances provided to staff
within the probation and prison services and other agencies tasked with managing the
risk presented by or to the offender and others
E: Information provided to victims/ next of kin of mentally disordered offenders who are
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Service Victim Liaison Document Service specification Version P 1.0
Sign off completed Minister of State 22-07-09 Sign off pending Operational policy group
Distribution DOMs (for onward distribution to existing public providers) and procurement (for issue under competition)
detained in hospital and then discharged into the community on supervised community
treatment
F: There is effective multi-agency working
G: There is effective management of media issue
H: Victims/ next of kin are satisfied with the service they receive
5. Out of scope/dependent
service elements Victim awareness work
Women’s safety work
6. Strategic context
This is an area of work which is accorded high priority by ministers and monitored by
the trilateral victims and witness delivery board.
The service operates in accordance with the statutory requirements in the Domestic
Violence, Crime and Victims Act (2004), sections 35-44 and the code of practice for
victims of crime (2006). The statutory duty includes the victims of mentally disordered
offenders made subject to hospital orders or transfer directions with restrictions. The
Mental Health Act 2007 introduced responsibilities in relation to those without
restrictions but the role is limited to the identification and initial consultation with victims.
The continuing victim liaison role is the duty of hospital managers.
Victims are offered information at key points of the offender’s sentence and the
opportunity to make representations about the conditions of release or to provide a
victim personal statement to inform decisions about discretionary release.
Relevant information about the victim’s experience and perspective is passed to the
offender manager in order to inform the continuing risk assessment of the offender and
reports to the Parole Board. Victim liaison officers also provide this information to
MAPPA where appropriate.
Two thematic reports on victim work have been prepared by Her Majesty’s inspector of
probation. These are: ‘Ensuring the victim matters’ (2000) and ‘Valuing the victim’
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Service Victim Liaison Document Service specification Version P 1.0
Sign off completed Minister of State 22-07-09 Sign off pending Operational policy group
Distribution DOMs (for onward distribution to existing public providers) and procurement (for issue under competition)
(2003). Both recommend measures to boost the take up of the service by victims,
especially through the early offer of a firm face to face appointment (usually a home
visit) rather than a general offer of contact which depends on the victim actively taking
this up. This has been incorporated into national policy which aims to be proactive in
identifying and meeting victim need wherever possible, rather than simply adhering to
the minimum requirement, although information on how satisfied victims are with the
service they receive is limited. The aim of maximising take up has also prompted the
inclusion of gender and ethnicity data in national monitoring returns so that low
responses from particular groups can be identified and addressed (PC 71/2005: Victim
contact: national victim monitoring form).
7. Flexibility
All the outputs in this specification are mandatory – referred to as the national
minimum
8. Reference to supporting
documents This Service Specification will be supported by an ‘operating model’ document, a ‘direct
service costs and assumptions’ document and a ‘cost spreadsheet’ document.
9. Example methods of
measurement / assurance The specifications identify examples of methods to measure / obtain assurance on the
delivery of the outputs/output features. Where an output/output feature does not have
Performance indicator(s) or management information associated with it, then it is
proposed that it should be covered by Contract/SLA management and/or NOMS
internal audit of the service.
Contract/SLA management refers to the DOM, under the terms of the
contract/SLA, exercising appropriate oversight and monitoring of contract/SLA
compliance against the service as a whole, including site visits, file inspections and
review meetings. NOMS internal audit refers to specific investigations into compliance
and performance undertaken by Audit and corporate assurance unit where requested
by either the DOM or the NOMS agency.
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Service Victim Liaison Document Service specification Version P 1.0
Sign off completed Minister of State 22-07-09 Sign off pending Operational policy group
Distribution DOMs (for onward distribution to existing public providers) and procurement (for issue under competition)
10. References for detailed
mandatory instructions References for mandatory instructions are captured in the specification
11. References for non-mandatory
guidance References for non-mandatory guidance are captured in the specification
12. Review
Review cycle to be determined
Page 5 of 13
Service Victim Liaison Document Service specification Version P 1.0
Sign off completed Minister of State 22-07-09 Sign off pending Operational policy group
Distribution DOMs (for onward distribution to existing public providers) and procurement (for issue under competition)
Specification
National minimum
Example References References for non-
Service Row Applicable offender / Policy methods of for detailed mandatory
Outputs / output features mandatory
element # victim types theme measurement guidance
instructions
/ assurance
Contact offered All eligible victims identified and any additional 1 Eligible Victims i.e. violent Contract/SLA Domestic
to eligible victims needs identified e.g. vulnerability, disability, or sexual offences where management Violence,
or next of kin different language needs. the offender has been and/or NOMS Crime and
within eight sentenced to 12 months internal audit Victims Act
weeks of or more imprisonment. 2004
sentence Where the victim is dead, Sections 35-
this is offered to the next 44
of kin.
Accurate details obtained as follows: 2 Eligible victims or next of Contract/SLA Code of
kin management practice for
The identity (ies); age(s) and location(s) of and/or NOMS victims of
the victim(s)/ next of kin and any particular internal audit crime, 2006
needs which may require specialist service
provision Code/1
Ref:273347
The current location and sentence details of
the offender.
The circumstances of the offence
the identity of the offender manager
Information about relevant risk issues which
could have an impact on the safety of the
victim/ next of kin, the offender or any other
member of the public
The victim/ next of kin is allocated a Case 3 Eligible victims or next of Contract/SLA PC26/2007
Worker within their provider agency kin management
and/or NOMS Para 8
internal audit
Page 6 of 13
Service Victim Liaison Document Service specification Version P 1.0
Sign off completed Minister of State 22-07-09 Sign off pending Operational policy group
Distribution DOMs (for onward distribution to existing public providers) and procurement (for issue under competition)
Example References References for non-
Service Row Applicable offender / Policy methods of for detailed mandatory
Outputs / output features mandatory
element # victim types theme measurement guidance
/ assurance instructions
Contact offered Non-statutory contact is offered to victims/ next 4 Victims of sexual and Contract/SLA NOMS domestic abuse
to eligible victims of kin who are assessed by the Unit Manager, on violent offences who are management policy and strategy
or next of kin a case by case basis, as vulnerable or at risk vulnerable or at risk and/or NOMS
within eight even though the case does not meet the internal audit Victim liaison policy
weeks of statutory requirement. The decision is based in guidance manual: P15
sentence whether there is a public interest basis in offering
(continued) the service
Information Personal contact is made with victim/ next of kin 5 Eligible victims or next of Contract/SLA Domestic
provided to and they are provided with information about the kin who elect contact management Violence
eligible victims/ sentence and the process and timing of any and/or NOMS Crime and
next of kin releases into the community and transfers from internal audit Victims Act
closed to open conditions or to other forms of 2004
detention Sections 35-
44
Code of
practice for
victims of
crime, 2006
Code/1
Ref:273347
Victims/ next of kin are referred/ signposted to 6 Eligible victims or next of Contract/SLA Victim liaison policy
appropriate agencies e.g. victim support for kin who elect contact management guidance manual
counselling and/or NOMS sections 3.8, 3.9
internal audit
A record is kept of contact with victims/ next of 7 Eligible victims or next of Contract/SLA Victim Liaison Policy
kin and stored separately from offender records kin who elect contact management guidance manual
and/or NOMS section 3.1.5
internal audit
PC62/2001: ‘guidance
for probation areas’
11.2
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Service Victim Liaison Document Service specification Version P 1.0
Sign off completed Minister of State 22-07-09 Sign off pending Operational policy group
Distribution DOMs (for onward distribution to existing public providers) and procurement (for issue under competition)
Example References References for non-
Service Row Applicable offender / Policy methods of for detailed mandatory
Outputs / output features mandatory
element # victim types theme measurement guidance
/ assurance instructions
Information Where the contact has indicated any risk issues 8 Eligible victims or next of Contract/SLA Children Act PCs 32/2005, 63/2005
provided to relating to the victim/ next of kin, offender or kin who elect contact management 2004 section and 87/2005
eligible victims/ others, this is reported to the Offender Manager and/or NOMS 11
next of kin and other agencies e.g. child protection; internal audit Laming report
(continued) domestic violence unit. This is done in a way
which safeguards the victim from any potential
harm which might arise from this
Case workers contribute to relevant MAPPA 9 Victims of offenders Contract/SLA MAPPA guidance
meetings, attending where appropriate. subject to MAPPA management manual 2007
and/or NOMS
internal audit Version 3.0 April 2009
available on epic
The victim/ next of kin is provided with 10 Eligible victims or next of Contract/SLA PC29/2003: 6.2-6.3
information when any of the following are due to kin who elect contact management
take place and told the outcome: and/or NOMS PSO 6000 Ch 5
internal audit Victim liaison policy
Re-categorisation
guidance manual 2008
ROTL, HDC. ECL decisions
sections 4.6-4.11
Release on compassionate grounds
Hospital orders/restriction orders made Practice guidance on
during sentence provision of information
Tariff of life prisoner set, reduced, changed about foreign national
or reaches expiry prisoners
Application for move to open conditions
Application for work placement
Parole hearings
MAPPA meeting
Recall; appeal against recall; re-release;
deportation; abscond from prison or
approved premises; closure of case; death
Alleged SFO
Relevant changes in immigration status
Page 8 of 13
Service Victim Liaison Document Service specification Version P 1.0
Sign off completed Minister of State 22-07-09 Sign off pending Operational policy group
Distribution DOMs (for onward distribution to existing public providers) and procurement (for issue under competition)
Example References References for non-
Service Row Applicable offender / Policy methods of for detailed mandatory
Outputs / output features mandatory
element # victim types theme measurement guidance
/ assurance instructions
Information Unwanted attempts by a prisoner to contact a 11 Eligible victims or next of Contract/SLA Code of PSO4400
provided to victim/ next of kin are dealt with appropriately. kin who elect contact management practice for
eligible victims/ and/or NOMS victims of
next of kin internal audit crime, 2006 Victim liaison policy
(continued) guidance manual 2008
Code/1
Ref;273347 Sec 4.14
If a victim/ next of kin leaves England and Wales, 12 Eligible victims or next of Contract/SLA PC13/ 2004: Para 3
reasonable steps are taken to maintain contact kin who elect contact management
and/or NOMS
internal audit
The records of meetings with victims/ next of kin 13 Eligible victims or next of Contract/SLA Victim liaison policy
are shared and agreed with them kin who elect contact management guidance manual
and/or NOMS section 3.3
internal audit
All reasonable The victim/ next of kin is contacted and given the 14 Eligible victims or next of Contract/SLA Domestic PC 26/2007 – para 8
steps are taken opportunity to make representations about the kin who elect contact management Violence, and 29/2007
to consult the details of licence conditions or supervisory and/or NOMS Crime and
victim/ next of conditions related to the safety of the victim/ next internal audit Victims Act
kin and offer of kin and their family. 2004
them the Sections 35-
opportunity to 44
make
representation to Code of
bodies making practice for
decisions about victims of
the offender’s crime, 2006
release Code/1
Ref;273347
In the case of parole hearings, victims/ next of 15 Eligible victims or next of Contract/SLA Ministerial PC 27/ 2007
kin are informed of their right to submit a Victim kin who elect contact management commitment
personal statement and are supported and and/or NOMS in CJ review Victim liaison policy
assisted in preparing statements and attending internal audit guidance manual P60
parole hearings. September
2006
Page 9 of 13
Service Victim Liaison Document Service specification Version P 1.0
Sign off completed Minister of State 22-07-09 Sign off pending Operational policy group
Distribution DOMs (for onward distribution to existing public providers) and procurement (for issue under competition)
Example References References for non-
Service Row Applicable offender / Policy methods of for detailed mandatory
Outputs / output features mandatory
element # victim types theme measurement guidance
/ assurance instructions
All reasonable Maps are prepared defining proposed exclusion 16 Eligible victims or next of Contract/SLA PC 28/2003
steps are taken zones in support of any application for the kin who elect contact management
to consult the inclusion of such a zone in the offender’s licence and/or NOMS PC 29/2007
victim/ next of and are shared with the offender manager in internal audit
kin and offer time for inclusion in the parole dossier.
them the
opportunity to Victim/ next of kin are informed of any conditions 17 Eligible victims or next of Contract/SLA Code of Victim liaison policy
make attached to the offender’s release which are kin who elect contact management practice for guidance manual
representation to relevant to them and/or NOMS victims of section 5.3
bodies making internal audit crime, 2006
decisions about Code/1
the offender’s Ref;273347
release
(continued)
Relevant The offender manager is made aware of any risk 18 Eligible victims or next of Contract/SLA Victim liaison policy
Information on issues. kin who elect contact management guidance manual
the victim’s and/or NOMS section 3.1.5
perception or internal audit
circumstances MAPPA guidance 2007
provided to staff version 3.0 April 2009
within the available on Epic
Probation and
Prison Services OASys manual
and other
agencies tasked
with managing
the risk
presented by or
to the offender
and others
Page 10 of 13
Service Victim Liaison Document Service specification Version P 1.0
Sign off completed Minister of State 22-07-09 Sign off pending Operational policy group
Distribution DOMs (for onward distribution to existing public providers) and procurement (for issue under competition)
Example References References for non-
Service Row Applicable offender / Policy methods of for detailed mandatory
Outputs / output features mandatory
element # victim types theme measurement guidance
/ assurance instructions
Information Eligible victims of mentally disordered offenders 19 Eligible victims/ next of kin Contract/SLA Domestic PC42/2005
provided to are identified and the provider agency ascertains of mentally disordered management Violence,
victims/ next of whether they want contact offenders subject to and/or NOMS Crime and PC23/2008
kin of mentally hospital orders or transfer internal audit Victims Act Victim liaison policy
disordered directions with or without 2004, guidance manual
offenders who restrictions Sections 35- section 7
are detained in 45
hospital and then
discharged into Mental
the community Health Act
on supervised 2007
community schedule 6
treatment Information is provided to victim/ next of kin in 20 Eligible victims/ next of kin Contract/SLA Domestic
line with service elements A – C (restricted of mentally disordered management Violence,
patients only) offenders subject to and/or NOMS Crime and
hospital orders or transfer internal audit Victims Act
directions with restrictions 2004,
Sections 35-
45
Mental
Health Act
2007
Schedule 6
If the victim consents, their details are passed to 21 Eligible victims/ next of kin Contract/SLA Mental
hospital managers who have statutory of mentally disordered management Health Act
responsibility for ongoing victim liaison offenders subject to and/or NOMS 2007
(unrestricted patients only) hospital orders or transfer internal audit schedule 6
directions without
restrictions
Page 11 of 13
Service Victim Liaison Document Service specification Version P 1.0
Sign off completed Minister of State 22-07-09 Sign off pending Operational policy group
Distribution DOMs (for onward distribution to existing public providers) and procurement (for issue under competition)
Example References References for non-
Service Row Applicable offender / Policy methods of for detailed mandatory
Outputs / output features mandatory
element # victim types theme measurement guidance
/ assurance instructions
Information Victim/ next of kin receive information about 22 Eligible victims/ next of kin Contract/SLA Domestic
provided to hospital orders, transfer directions and their right of mentally disordered management Violence,
victims/ next of to make representation to mental health tribunals offenders subject to and/or NOMS Crime and
kin of mentally and submit a report outlining concerns/ hospital orders or Transfer internal audit Victims Act
disordered requesting conditions if a patient is to be directions with restrictions 2004,
offenders who conditionally discharged Sections 35-
are detained in 45
hospital and then
discharged into Mental
the community Health Act
on supervised 2007
community schedule 6
treatment Liaison takes place at key points with bodies 23 Eligible victims/ next of kin Contract/SLA Domestic
(continued) such as Tribunals and the Mental health unit of mentally disordered management Violence,
when considering leave or discharge offenders subject to and/or NOMS Crime and
hospital or transfer internal audit Victims Act
directions with restrictions 2004,
sections 35-
45
Mental
Health Act
2007
schedule 6
Whilst victim related conditions remain in force, 24 Eligible victims/ next of kin Contract/SLA Domestic
cases continue to be monitored. of mentally disordered management Violence,
offenders subject to and/or NOMS Crime and
hospital orders or transfer internal audit Victims Act
directions with restrictions 2004,
sections 35-
45
Page 12 of 13
Service Victim Liaison Document Service specification Version P 1.0
Sign off completed Minister of State 22-07-09 Sign off pending Operational policy group
Distribution DOMs (for onward distribution to existing public providers) and procurement (for issue under competition)
Example References References for non-
Service Row Applicable offender / Policy methods of for detailed mandatory
Outputs / output features mandatory
element # victim types theme measurement guidance
/ assurance instructions
There is effective There is effective exchange of information and 25 Eligible Victims or next of Contract/SLA Children Act MAPPA Guidance
multi agency contribution to victim risk management plans and kin management 2004 section version 3.0 April 2009
working case conferencing between agencies. There is and/or NOMS 11 available on Epic
attendance at relevant case conferencing and internal audit
professional meetings. NOMS Public Protection
Manual Version 4
January 2009 available
on Epic
NOMS risk of harm
training pack
Working together 2005
Laming report
There is effective An appropriate agency response is made to 26 Eligible victims or next of Contract/SLA Victim liaison policy
management of media issues kin management guidance manual
media issues. and/or NOMS
internal audit Departmental policy on
dealing with media
SFO policy
Victims/ next of Victims/ next of kin are given the opportunity to 27 Eligible victims or next of Current priority
kin are satisfied complete a satisfaction survey kin development
with the service indicator
they receive
Page 13 of 13
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