Victim Care Unit Manager
Danielle Pont didn’t have a clue what she wanted to do when she left university. She discovered her true calling while volunteering for Victim Support. Seven years on, she’s heading the charity’s Victim Care Unit (VCU) in Peterborough.
As the VCU manager, Danielle’s leading a scheme called Victim Support Plus, aimed at improving services for crime victims in Cambridgeshire. She loves the variety her job entails and helping victims come to terms with the aftermath of crime.
Since joining Victim Support in July 2001, Danielle’s dealt with thousands of cases, ranging from antisocial behaviour to violent crime. Each victim’s unique, so the challenge is finding a solution that’s tailored to them, she says.
“Every victim has different needs, different feelings. We try to treat everybody as an individual and make sure they get the same service. When you feel like you’re not getting anywhere with a victim and finally find solutions that work for them, it’s really rewarding.”
An unexpected career
Like many graduates, Danielle wasn’t sure what she wanted to do when she finished her Psychology and English degree at Sunderland University in 2001.
She became a Victim Support volunteer almost by accident, after seeking careers advice in Peterborough, her hometown. A happy accident, as it turned out.
Danielle says: “They suggested being a Victim Support volunteer. I did a couple of modules on policing and crime at university and found the whole criminal justice field really interesting.”
She started off volunteering at the charity’s Peterborough office, also working part time at a call centre.
One of her first assignments as a Victim Support volunteer was visiting the home of an elderly burglary victim.
“He just wanted to talk.”
Fast promotion
Danielle’s ability to deal with people from all walks of life saw her getting more and more hours as a volunteer. Soon she was alternating between Victim Support’s offices in Cambridge, Huntingdon and Peterborough, dealing with a huge array of cases.
Later that year she was promoted to deputy coordinator of the Peterborough office before becoming its deputy manager, travelling between the three offices.
Since late 2007 Danielle’s been the VCU manager in Cambridgeshire. The Peterborough-based VCU employs four fulltime victim care officers. There are also about 70 Victim Support volunteers working throughout the county.
Victim Support deals with about 200 cases a week throughout Cambridgeshire.
A tailored approach
Danielle enjoys problem-solving. Her role with Victim Support’s ideal because she has to find unique solutions for each client. Some victims are distressed and confused by their experiences. Some have never talked about their feelings before, so the conversation can bring about a range of emotions.
“You learn to realise that when people get angry, it’s not directed at you. A lot of people get very angry on the phone. You can never judge how each person’s feeling.”
Danielle says it’s common for victims to blame themselves for what’s happened.
“It’s our job to try and reassure them it’s not their fault and that their reactions are normal.”
Some victims of crime don’t feel affected until years later. However, they can contact Victim Support at any time and seek help. They don’t have to prove a crime’s occurred or even report it formally. All calls are confidential.
Responding to victims
Danielle tries to find a solution to meet each victim’s needs. For example, if she’s dealing with a burglary victim, she’ll first listen to their concerns before deciding on what to do next.
If the person feels unsafe in their home, she can suggest a visit from a local Police Community Safety Officer (PCSO) or send the victim a personal attack alarm.
“It really depends on what’s happened. If you’ve got children, we’d ask how the children are feeling. Then we could arrange for them to meet a Victim Support volunteer.”
Many people contacted by the charity are after emotional support – sometimes it’s just a friendly ear on the other end of the phone.
“It’s about getting an objective viewpoint from someone that’s not involved, especially if their family and friends tell them to snap out of it.”
People are frequently impressed by the professional service they get from Victim Support, Danielle says.
“We’ve had some really nice letters and really good feedback from victims.”
Are you up to the challenge?
Victim Support’s constantly on the lookout for volunteers. To qualify, you must be of good character and aged 18 or over. Extensive training is given.
Danielle says: “We’re looking for anybody who can listen, be non-judgmental, who’s got empathy and time to spare. We welcome people with different languages.”
The charity appreciates donations to enable it to continue providing its services free of charge.
Contact Victim Support Plus on 0845 3899523.