Supporting Victims of War Crimes: Practical Skills and Recommendations for Europe
by Veronika Plotnikova

This 1.5-hour workshop brings together European and Ukrainian experts to address the complex needs of victims of war crimes. Led by the Head of the Victims and Witnesses Coordination Center of the Ukrainian Prosecutor General’s Office and a frontline practitioner, the session combines field experience with institutional expertise. Participants will engage in expert input and collaborative exercises focused on psychological support, access to justice, cross-border cooperation, and innovative digital tools for documentation and remote assistance. The workshop emphasizes both hard skills (trauma therapy, legal procedures, digital security) and soft skills (empathy, communication, advocacy) to strengthen victim support systems. Outcomes include actionable recommendations for EU-wide reintegration programs, harmonized documentation, secure digital platforms, and sustained cooperation between European and Ukrainian organizations to ensure comprehensive, effective, and dignified support for victims of war crimes.

Clarity, Culture, and Connection: Human Lessons from a Digital Transformation
by Victim Support New Zealand General Manager Digital (ICT & Innovation) Stevie Hight

In 2025, Manaaki Tāngata | Victim Support New Zealand launched Hiwa, a completely rebuilt case management system which has transformed their service delivery model.

This 1.5-hour workshop shares the honest story of that transformation, structured around three provocations: the power of defining organisational clarity before choosing technology, the discovery that systems encode workplace culture (for better or worse), and a people-first approach to AI that starts with workforce readiness rather than tools.

Participants will engage in structured exercises to test whether their own organisation’s core purpose is operationally clear, diagnose whether a frustrating process or workflow is a technical problem or an adaptive leadership challenge, and identify one practical, low-risk AI starting point to take home. The workshop combines field experience with collaborative problem-solving, offering not a blueprint to copy but hard-won insights from a peer organisation that prioritised people and purpose throughout. The session is designed for leaders and managers responsible for (or considering) digital or organisational transformation, and practitioners who play or aspire to play a role in championing change.

Strengthening Victim Support: Engaging Young People and Driving Volunteer-Led Innovation

by Nikita Murva and Becky McAdams

This interactive session explores two practical approaches to strengthening victim support services: improving engagement with children and young people (CYP) and embedding volunteer-led innovation.

Part 1 – Working with Children and Young People: Participants will explore why young victims require tailored, age-appropriate support. Through examples from Victim Support England and Wales and a creative “CYP sandpit,” small groups will design new resources and ideas to better support young people. The session will provide practical tools and guidance for developing youth-focused services.

Part 2 – Volunteer-Led Innovation: Participants will collaborate to design stronger volunteer models that expand service capacity. Using learning from Kent & Medway, groups will create a volunteer engagement blueprint, new role concepts, and quick-win action plans to embed volunteers in frontline support.

Participants will leave with practical ideas, tools, and inspiration to build accessible, sustainable and future-ready victim support services.

Maximising Access to Victim Support for the Hardest-to-Reach Groups of Victims

by Dr Smita Dharmamer and 116006 Helpline

Part 1. After the Rescue: Building Community Care Networks That Last
Early evidence from 45 survivor interviews across India
Part 2. Strengthening Helplines: From Minimum Standards to Practice

This interactive session explores strategies to maximise access to victim support for the hardest-to-reach groups. Part 1, After the Rescue: Building Community Care Networks That Last, shares early findings from 45 survivor interviews across six Indian states, highlighting challenges survivors face post-rescue, including stigma, legal barriers, and lack of documentation. Participants will co-design community care networks through hands-on exercises, mapping informal support structures, drafting micro-support packs, and developing ethical documentation tools adaptable to European contexts. Part 2 focuses on practical guidance for setting up a 116006 helpline in line with VSE standards. Participants will engage in an interactive session covering operational setup, quality assurance, staff training, and safe handling of sensitive cases, ensuring helplines provide accessible, responsive, and sustainable support for victims.

Mémo de Vie: A Digital Platform for Victims of Violence
by Fabienne Brégy, Pauline Okroglic, and Blandine Yvard

Every year, 300,000 people experience repeated violence, yet only 20% report it, and 80% of complaints are dismissed, often due to lack of evidence. Barriers such as social isolation, digital insecurity, and poor coordination with professionals worsen the situation. Mémo de Vie offers a free, secure, and personal platform to protect documents and testimonials, support memory, raise awareness, and provide access to useful contacts and information. Accessible on phones, tablets, and computers, it combines short- and long-term solutions to help victims document experiences safely and securely. Built with proven technologies and the highest security standards, Mémo de Vie empowers victims, facilitates support, and addresses the severe human and societal consequences of violence.

Advancing solutions for victim support in the healthcare sector
by Gerttu Aavik

Project IMPACT – Improving National Victim Support Frameworks in Estonia, Malta and Portugal aims to ensure better functioning of national victim support frameworks in three EU Member States to the advantage of all victims of all crimes in those countries. It is implemented by Victim Support Europe, in collaboration with national partners: the Ministry of Justice and Digital Affairs and Ministry of Social Affairs, the Portuguese Directorate General for Justice Policy, Malta’s Victim Support Agency (Ministry of Home Affairs, Security and Employment) as well as key national and local stakeholders. Project IMPACT is funded by the TSI programme of the European Commission (SG REFORM) and runs for 24 months and started in September 2024.

As part of the project’s activities in Estonia, innovative tools and solutions have been developed to advance the work of healthcare professionals in supporting victims of crimes. The specific objectives include improved the identification of signs of victimisation by healthcare professionals, eventually leading to a more victim-centric and trauma-informed communication, better information provision and increased referral and collaboration between stakeholders.

The present session aims to showcase the innovative tool developed in collaboration with an Estonian software company – Dermtest, for the improved identification and recording of signs of victimisation – answering the needs of practitioners for a digital mapping tool of victims’ injuries and signs of violence. Additionally to presenting the tool itself (innovative functions and digitalisation of an existing PAKE Abuse and Body Map), participants to this session will also learn about the process of training of healthcare professionals on trauma-sensitive approach and the use of the Dermtest tool that was conducted by the IMPACT Team, in collaboration with national hospitals.

The session will be joined by Ms Marelle Maiste who is training new Dermtest users and provides guidance on how to make workflows in healthcare institutions smoother and safer. This work is supported by her over ten years of experience in the healthcare sector, as well as additional expertise in healthcare technology. She currently also works as a family nurse.

A Day in the Life of a Frontliner: Caring for Those Who Care

by Floortje Hogenhout and Judith de Koning

This lab offers a unique window into the daily experiences of frontliners. Join senior Frontliner Floortje Hogenhout as she shares how frontliners manage the emotional and practical challenges of their work. Learn about Victim Support Netherlands’ current wellbeing measures, including daily peer review sessions and structured rest periods, and discover why the organization recognized the need for more comprehensive support.

In January 2026, a new program was launched to enhance frontliner care, and participants will gain insights into the latest findings and the innovative support measures now in place. In the second part of the lab, you will collaborate with social designer Judith de Koning to explore practical ways your organization can strengthen support for frontliners.

By the end of the session, you will leave with actionable insights and a concrete plan to improve wellbeing for your own team.

Preparing Those Who Support: Interactive Lab on Competencies and Procedures in Victim Support

by Carmen Rasquete, Cristina Soeiro, and Elia Faustino

This interactive lab is part of a strategic APAV initiative to collaboratively define the core competencies and procedures essential for preparing victim support professionals. Its goal is to make organizations more effective, consistent, and aligned with European good practices. The lab focuses on clarifying “nonnegotiable” standards at two levels: (1) general competencies applicable across contexts—such as communication, needs assessment, victim-centred and trauma-informed practice, risk management, networking, ethics, and self-care; and (2) specific competencies and procedures tailored to different crime types, with particular emphasis on sexual offences and domestic violence.

Enhancing Access to Victim Support: AI Tools by Victim Support Finland

by Maatu Arkio-Lampinen and Outi Rantamäki

In this side event, Victim Support Finland will showcase our newly developed AI-based tools designed to improve access to support services for victims of crime. Central to this is an innovative chatbot, offering a low-threshold entry point to guidance and assistance. Originally focused on conversations about domestic violence, the chatbot will soon cover all types of crimes, helping victims recognize their situation, access reliable information, and connect with appropriate support—all in a safe, confidential, and user-friendly way.

Listening to Survivors’ Needs: A Journey to Justice, Support and Healing

by Laura Hein and Georgia Van Appeven

This 45-minute interactive lab explores the lived experience of a survivor of child sexual abuse whose needs were initially unmet by the criminal justice system. Through a facilitated conversation, participants will hear how lack of information and referral pathways delayed access to support and restorative justice, and how a later restorative dialogue became “wonderfully healing.” The session highlights survivors’ unmet needs, barriers to support, and the crucial role of law enforcement and victim support services in recognizing restorative justice needs and providing safe referrals. It concludes with a brief presentation of the Crossing Protect project (2024–2026), showcasing tools and multi-agency cooperation models to improve responses to violence against women. Participants will gain insights into survivors’ experiences, reflect on professional responsibilities, and explore practical ways to strengthen collaboration between victim support and restorative justice services across Europe.

Demonstrating NECX Tools and VSE Collaboration

by NECX and VSE

This 45-minute session will showcase NECX’s innovative workspace, including its case management system, referral network, and report generation capabilities. Participants will see how NECX supports streamlined collaboration and efficient service delivery for professionals working with victims of crime. The session will also highlight NECX’s partnership with VSE in developing a training platform, demonstrating how technology can enhance professional learning, cross-agency coordination, and practical support for frontline practitioners. This interactive demonstration will offer attendees a hands-on look at tools and strategies designed to improve operational efficiency and strengthen victim support networks.

Listening to Survivors’ Needs: Preparing for Mass Violence Incidents

by Elisabeth Cronin

Participants will explore the 16 Best Practices for Mass Violence Incident (MVI) preparedness and examine the unique challenges that mass violence presents, which require tailored approaches. The session includes an in-depth discussion of Family Assistance Centers and the essential actions communities must take to support survivors and families effectively. Drawing on extensive experience in preparing for and responding to MVIs, the speaker will share real-world successes, lessons learned from past mistakes, and insights on the critical importance of having a seat at the planning table to ensure coordinated, survivor-centered responses.