– The VO line is an important offer for many

The VO line can lower the threshold for seeking help for people experiencing violence in close relationships, the researchers conclude after evaluating the service. Illustration photo: M / Unsplash

The violence and abuse hotline should be continued in its current form. This is the recommendation of the researchers after evaluating the service.

The Violence and Abuse Hotline (VO-linjen) was established in 2019 as a free, 24-hour nationwide helpline for people exposed to violence in close relationships and/or sexual assault. “We know that it often takes time for those exposed to violence to acknowledge what is happening. Such a telephone service will be important for people in very tough situations. I hope it will lower the threshold for asking for help,” said Equality and Discrimination Ombudsman Hanne Bjurstrøm when the VO-linjen was launched.

On behalf of the Norwegian Directorate for Children, Youth and Family Affairs (Bufdir), Nordland Research Institute has now evaluated the service and concludes that the VO line is working as intended and should be continued.

– The VO line is an important service for many. The service can lower the threshold for contacting the help system, says Fredrik Langeland, senior researcher at Nordland Research Institute .  

– Many who contact us experience receiving help, support and recognition for the experiences they have had in situations where they have felt alone, he says.  

Anonymity very important 

The VO line is an anonymous service. This has both advantages and disadvantages.  

– Anonymity is important for users, it provides security. The service has neither access to the phone number nor the IP address of the users, says Langeland.  

– This means that the offer reaches people who would otherwise not contact the aid system, he says.   

However, anonymity also means that those working in the VO line do not have the opportunity to intervene directly in the users' situation.  

– The VO line can provide recommendations, listen and support, and guide people further in the system, but no more than that, says Langeland.  

– Due to the benefits of anonymity, we still do not recommend changing this practice, he says.  

Will maintain current organization 

The VO line is operated by the Crisis Center Secretariat in collaboration with the Oslo Crisis Center. The report presents different views on this organization.  

– Some believe that the service could be a national number, where users come into direct contact with various crisis centers around the country. But in that case, you potentially risk losing the benefits of anonymity, says Langeland.  

– We recommend that the organization continues as it is today. Once you have built up a professional environment and a well-functioning service based in Oslo, it is not logical to change this.  

Chat function well received  

The service does not only consist of a phone number, the VO line also has a chat. This offer was introduced in 2021 and is considered important for the accessibility of the service.  

– At the same time, employees say that the chat has led to a new type of user contacting the service, says Langeland.  

– This has led to an increased focus on sexual abuse, especially in childhood. This is a topic on which the service has had to increase its expertise, which highlights the need for those who run the VO line to receive relevant competence development.  

The researchers who evaluated the service also suggest extending the chat's opening hours. Currently, it is open Monday to Friday from 9:00 AM to 8:00 PM.  

– Some believe that the chat should be a 24-hour service, but that would be expensive and is not something those working in the service want. We recommend instead that you look at the possibility of extending the opening hours somewhat, says Langeland.