The helpline has three main missions:
Listening
The primary objective of the helpline is to offer compassionate listening to the caller, allowing them to articulate a situation of domestic violence. It is a one-time listening where anonymity and confidentiality are guaranteed, which can facilitate the caller's approach. The caller is received with consideration, respect, and empathy, and the pace at which they wish to express themselves is respected. Social and psychological workers try their best to foster an atmosphere of trust and security, allowing the caller to freely express their experiences, fears, and doubts. The listening aims to help the person gain clarity on their situation, whether they are a victim, perpetrator, or direct or indirect witness of violence within a couple.
Information
The issue of domestic violence is a complex phenomenon that can raise many questions for those directly or indirectly involved. The information mission is essential and is not limited to a "simple listening line" for violence between partners. In addition to their initial training, the listeners have received legal training on the criminal and civil aspects of domestic violence and are therefore able to provide basic information to the caller. The information provided can take several forms.
It may include:
Practical information aimed at giving callers advice on, for example, how to set up a protection plan in case of imminent danger, how to declare oneself as a victim, ...
Psychological information about the dynamics at work in domestic violence, the impacts suffered, ...
Legal information reminding the victim that violence between partners is unacceptable and punishable by law and that the victim has rights. Information is thus provided on temporary separation, divorce, the complaint process, etc.
Orientation
Since our service is a first-line service operating exclusively by phone, it is not possible to provide follow-up to callers. The objective is therefore to refer people who wish to continue their reflections on the experienced situation or who wish to be accompanied in their difficulties and supported in their decision-making. Indeed, callers can be referred to other types of services offering short, medium, and long-term support of a psychological, social, and legal nature.
