VSS Strategy 2018-2021 - Victims and Witnesses First: Staff & Volunteers, April/May 2018 - Victim Support Scotland

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VSS Strategy 2018-2021 - Victims and Witnesses First: Staff & Volunteers, April/May 2018 - Victim Support Scotland
Surviving crime by making people stronger

    Victims and Witnesses First:
    VSS Strategy 2018-2021

    Staff & Volunteers, April/May 2018

VICTIMS AND WITNESSES FIRST: VSS STRATEGY 2018-2021
VSS Strategy 2018-2021 - Victims and Witnesses First: Staff & Volunteers, April/May 2018 - Victim Support Scotland
Victim Support Scotland   2

    Foreword from the Chief Executive
    Since joining VSS last year, I’ve been hugely impressed by the commitment and effort of our staff and volunteers
    to helping people affected by crime. As most of you are aware, we’ve also had some major challenges to deal with,
    such as criminal injuries compensation, which have followed on from a few demanding years for the organisation.
    It is essential that we create a new future for ourselves that builds on
    our proud history over the last thirty years so that we remain at the
    heart of supporting victims and witnesses for many years to come.
                                                                                   This is all captured in our new organisational
                                                                                   strategy entitled Victims and Witnesses First:
    Over the last few months, I’ve been speaking to staff, volunteers, board
    members, partner organisations, the Scottish Government and many               VSS Strategy 2018-2021. I’m delighted to say
    others – including victims and witnesses – to understand where we are          that after receiving years of annual funding we
    now, where we want to be and what we need to do to get there.                  have secured our first ever three-year funding
                                                                                   deal from the Scottish Government based on
                                                                                   the commitments we have made.

                                                                               This provides us with the stability that we need to plan ahead.
                                                                               However, it is really important that we do not rest or be complacent.
                                                                               Three years may sound like a long time but there is a lot of work for us
                                                                               to do and in that time we need to create and fund new services that
                                                                               reduce our dependence on public money which, as you will all know,
                                                                               is under severe pressure.

                                                                               I invite you to read the whole document but I wanted to provide
                                                                               you with the following summary explaining how it affects
                                                                               everyone connected with VSS.

VICTIMS AND WITNESSES FIRST: VSS STRATEGY 2018-2021
VSS Strategy 2018-2021 - Victims and Witnesses First: Staff & Volunteers, April/May 2018 - Victim Support Scotland
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    Foreword from the Chief Executive
    What are we trying to achieve
    Our mission is to ensure that those affected by crime receive high         We have a detailed action plan over the next three years to meet these
    quality support that will help them to recover from their experiences.     goals. However, there is a lot to do and we need to be realistic. Achieving
    Ultimately, we want victims and witnesses to be at the heart of criminal   these changes will not always be easy and we have limited resources.
    justice in Scotland.
    There are four things that we need to do to achieve that:                    2018 – 2019 will be about building the foundations for a
                                                                                 more stable and successful VSS, at the same time as providing
                                                                                 priority services to a high standard.

       1       Deliver supportive, accessible, personalised and
               excellent services to those who need our help.

                                                                                 2019 – 2020 is where we will tackle more of the complex
                                                                                 challenges that we have and start to secure our future

       2       Build partnerships with other organisations so that we
               can work together on putting victims and witnesses first.
                                                                                 through new fully funded services.

                                                                                 2020 – 2021 will see us continuing to implement the
       3       Champion the rights of victims and witnesses.                     changes of the previous two years, reviewing our performance
                                                                                 against this strategy, and preparing VSS for the next stage.

                                                                               In 2021, I want us all to look back and see that we have created a more

       4       Develop VSS so that we can provide excellent services
               that meet the needs of victims and witnesses.
                                                                               effective organisation that is making a lasting difference to people. We
                                                                               want victims and witnesses to have improved health and well-being,
                                                                               feel safer and more secure, and be better informed.

VICTIMS AND WITNESSES FIRST: VSS STRATEGY 2018-2021
VSS Strategy 2018-2021 - Victims and Witnesses First: Staff & Volunteers, April/May 2018 - Victim Support Scotland
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    Foreword from the Chief Executive

    What you can do
    As well as reading the strategy documents when they are shared
    with you, there is a lot you can do to help VSS make more of a
    difference to the people we serve.
    ◗◗ Keep promoting the services we offer by being visible in the
       community.
    ◗◗ Build on your existing relationships with others that play a
       role in supporting victims and witnesses and develop new
       partnerships where they will help victims and witnesses get
       the support they need.
    ◗◗ Think about the different needs of victims and witnesses,
       especially where there may be a lack of existing services, or
       where victims’ needs may be unmet. Talk to your manager
       and colleagues about how to meet these needs.                   What happens next
    ◗◗ Take part in any internal surveys, meetings or events           Individual teams and departments should devise their
       connected with VSS’ development e.g. roadshows.                 own implementation plans that set out how they will
    ◗◗ Share this update with any volunteers who may not otherwise     deliver this strategy in their local area or team.
       see it if they have unsubscribed from internal updates.         Kate Wallace
    ◗◗ Keep putting victims and witness first in everything we do.     Chief Executive

VICTIMS AND WITNESSES FIRST: VSS STRATEGY 2018-2021
VSS Strategy 2018-2021 - Victims and Witnesses First: Staff & Volunteers, April/May 2018 - Victim Support Scotland
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    Strategy at a glance

                                                      Vision and mission
                                                      All those affected by crime who need
                                                      it receive high quality support to
                                                      recover from their experiences.
                                                      Victims and witnesses of crime are
                                                      at the heart of justice in Scotland.

VICTIMS AND WITNESSES FIRST: VSS STRATEGY 2018-2021
VSS Strategy 2018-2021 - Victims and Witnesses First: Staff & Volunteers, April/May 2018 - Victim Support Scotland
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    Strategy at a glance

                                                      Outcomes
                                                      People affected by crime have
                                                      improved health and well-being

                                                      Those affected by crime feel
                                                      safer and more secure

                                                      Victims and witnesses are
                                                      more informed

                                                      VSS is a more effective organisation
                                                      that makes a lasting difference

VICTIMS AND WITNESSES FIRST: VSS STRATEGY 2018-2021
VSS Strategy 2018-2021 - Victims and Witnesses First: Staff & Volunteers, April/May 2018 - Victim Support Scotland
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    Strategy at a glance                                                                    DELIVER high quality
                                                                                            support for anyone affected
                                                                                            by crime who needs it.

    Strategic objectives                                                          Deliver

                         BUILD partnerships
                         and alliances with other
                         organisations so all                      Build                        Champion
                         people affected by crime
                         are well supported.

                                                                                                          CHAMPION the
                                                                                                          rights of victims,
                                                                                                          witnesses and those
                                                                                                          affected by crime.
                                                                                  Develop
                                                      DEVELOP VSS to enable
                                                      the delivery of excellent
                                                      needs-led services.

VICTIMS AND WITNESSES FIRST: VSS STRATEGY 2018-2021
VSS Strategy 2018-2021 - Victims and Witnesses First: Staff & Volunteers, April/May 2018 - Victim Support Scotland
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    Strategy at a glance
    Identity                                                   Organisational objectives
    VSS is a service by its communities for communities,       ◗◗ We will create a well-governed, well-led, well-
    this includes:                                                managed, resilient organisation that is purpose-led
    ◗◗ Geographic communities – Scotland and local                (lives its values) and adapts to changing needs.
    ◗◗ Communities of identity and belonging –                 ◗◗ We will be inclusive of the views and aspirations
       crime types and demographics (e.g. young people            of volunteers and those who use our services.
       and equalities groups, for example people who           ◗◗ We will work in partnership with other organisations
       identify as LGBTi, BME groups, etc.)                       to deliver high quality support services as measured
    VSS is modern, keeps up-to-date with trends and               by outcomes for people affected by crime.
    reaches out in a way that suits those affected by crime.   ◗◗ Our organisation systems will be up-to-date, legally
                                                                  compliant, fit for purpose and accessible to all.
    Values                                                     ◗◗ We will develop our resources and work to ensure
                                                                  we have staff and volunteers with the right skills in
    ◗◗ Supportive
                                                                  the right place at the right time.
    ◗◗ Excellence
                                                               ◗◗ We will plan training and personal development
    ◗◗ Personalised                                               for all staff and volunteers, and have succession
    ◗◗ Accessible                                                 planning for senior staff and board.
                                                               ◗◗ We will plan for the future.

VICTIMS AND WITNESSES FIRST: VSS STRATEGY 2018-2021
VSS Strategy 2018-2021 - Victims and Witnesses First: Staff & Volunteers, April/May 2018 - Victim Support Scotland
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    The big picture
    Taking stock
    ◗◗ We have reviewed where we are now. VSS has many
       strengths, especially its staff and volunteers, and has a
       long record of providing valuable support to victims and
       witnesses. However, we still have a long way to go to be
       the organisation we want and that our communities need.
    ◗◗ We have secured a three-year funding deal to enable
       us to deliver this strategy.
    ◗◗ We hosted our first visit from the current
       Cabinet Secretary for Justice.
    ◗◗ We have taken steps to address the situation
       with criminal injuries claims (CICA) support.
    ◗◗ We have a new Executive Board and are establishing
       a new leadership team.
    ◗◗ We have agreed this new strategy which provides clarity
       on our work over the next three years.
    ◗◗ We have secured funding to lead the establishment
       of a new homicide service for Scotland.

VICTIMS AND WITNESSES FIRST: VSS STRATEGY 2018-2021
VSS Strategy 2018-2021 - Victims and Witnesses First: Staff & Volunteers, April/May 2018 - Victim Support Scotland
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    The big picture
    Making better decisions
    Going forward, we will assess our
    biggest decisions against these four
    factors:
    ◗◗ Benefit: can we show evidence of
       a positive impact on victims and
       witnesses in line with our strategy?
    ◗◗ Excellence: is it in line with our
       quality framework?
    ◗◗ Accessible: can we make this
       service open and easy to access
       to all who need it?
    ◗◗ Finance: is it affordable now and
       is it sustainable into the future?

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    YEAR 1 PRIORITIES: building the foundations

         Deliver                                             Build
          ◗◗ Support services for victims and witnesses      ◗◗ Review our current partnerships and
             using digital and mobile phone technology          actively promote a new strategy
             as well as via more traditional methods
          ◗◗ Develop plans for the new homicide
             service and supporting children coming to       Champion
             court as part of children’s hearing proofs      ◗◗ Prepare a co-production strategy and plan
             (a partnership with Scottish Children’s            to involve those who use our services in the
             Reporter Administration)                           development of our work
          ◗◗ In partnership with other organisations
             plan the ‘victim-centred’ support model,
             sometimes referred to as ‘single point
             of contact’ or ‘one front door’ which will
             enable people who have been affected by
             crime to be supported by the appropriate
             agency and to receive a consistent level of
             service in their journey through the criminal
             justice system

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    YEAR 1 PRIORITIES: building the foundations

         Develop
          ◗◗ Re-engage all VSS staff and volunteers with our mission/vision
             and values
          ◗◗ Launch our strategy
          ◗◗ Redesign our structures and resources
          ◗◗ Establish a fundraising function
          ◗◗ Develop a strategy for these key areas: equality and diversity,
             organisational development, volunteering, community
             engagement, capability and capacity building, income generation
          ◗◗ Agree a quality improvement framework for whole organisation
             (e.g. Investors in People/Investors in Volunteers) and prepare for
             its introduction
          ◗◗ Create evaluation plan and systems to enable us to capture
             the difference VSS makes to those who use our services

    We will also gather baseline data about the views and experiences
    of our volunteers, staff, stakeholders and others.

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    YEAR 2 PRIORITIES: embed and deliver

         Deliver                                          Champion
          ◗◗ Fully-fledged digital/mobile service         ◗◗ Put in place structures for service user
             delivery approach                               involvement in policy influencing and
          ◗◗ Pilot new services                              VSS developments
          ◗◗ Have funding applications in progress
             for new services where necessary
                                                          Develop
                                                          ◗◗ Embed a quality framework tool across
         Build                                               the organisation
          ◗◗ Provide evidence of improved community       ◗◗ Put personal development plans in place
             engagement                                   ◗◗ Develop and pilot a performance
          ◗◗ More partnerships with other organisations      management system
             as well as improvements to partnerships

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    YEAR 3 PRIORITIES: deliver, review, plan

         Deliver                                           Champion
          ◗◗ Demonstrate an improved digital experience    ◗◗ Show that co-production, service user
             for those who use our services                   participation and engagement is in place
          ◗◗ Have new service models and approaches in        and the new norm
             place that meet needs of people affected by
             crime whose needs were previously unmet
                                                           Develop
                                                           ◗◗ Repeat the stakeholder, staff and volunteer
         Build                                                surveys from Year 1
          ◗◗ Review and prepare for our new strategy       ◗◗ Embed performance management systems
          ◗◗ New collaborations with external
             organisations and deeper partnerships

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    Deliver programmes of high quality
    support services

    Outcomes                                          Activities
    Victims and witnesses:                            ◗◗ Develop our services and awareness raising
    ◗◗ Have improved health and well-being               externally in relation to cybercrime and fraud,
                                                         children and young people, and those affected
    ◗◗ Feel safer and more secure
                                                         by homicide and hate crime
    ◗◗ Are more informed
                                                      ◗◗ Identify unmet need and consider ways of meeting
                                                         those needs especially in relation to equality and
    Services                                             diversity
    ◗◗ Individual support for victims and
       those affected by crime
    ◗◗ Information provision
    ◗◗ Witness support in court
    ◗◗ Digital access to support and information
    ◗◗ Signpost to other services

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      Deliver high quality services for anyone affected by crime who needs it
      Strategic Objectives                      Mechanism                Activity                    Accountability   Impact measure             Resource
                                                                                                                                                 requirements

      Continue to do what                       Provision of 1:1         Face to face and helpline   Director         Referral rates stabilise   Funding for core
      we do well                                support to victims       support across Scotland                      and start to show an       infrastructure from
                                                and those affected by                                                 increase                   Scottish Government
                                                                         Monitoring and review
                                                crime, information,
                                                                         of referral sources                          Evaluation and service     Fundraising strategy
                                                and signposting to
                                                                                                                      satisfaction surveys       to fill any gaps
                                                other support services   Support and
                                                                         familiarisation in all                       Reduction in repeat
                                                Referrals from
                                                                         courts across Scotland                       victimisation
                                                multiple sources
                                                Witness Support
                                                service

      Identify gaps in service                  Analyse unmet need       Develop ways of             Director         Specialist knowledge       Activity and scale of
      provision and seek to                                              supporting and engaging                      acquired                   all priority groups
                                                Partner with other
      close them                                                         victims of crime whose                                                  dependent on funding
                                                agencies                                                              Plans for developing
                                                                         needs are currently unmet
      Focus on our priority                                                                                           services in progress
                                                Project plans for each
      groups of victims                                                  ◗◗ Children and
                                                targeted area                                                         Identification of
                                                                            Young People
                                                                                                                      potential funders
                                                                         ◗◗ Homicide
                                                                         ◗◗ Cybercrime and fraud
                                                                         ◗◗ Hate crime
                                                                         ◗◗ Equalities Groups
                                                                            (e.g. LGBTi/BME etc)
                                                Operational Delivery     New operational delivery
                                                Model                    model for services to
                                                                         ensure consistent and
                                                                         high quality support

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      Strategic Objectives                      Mechanism              Activity                       Accountability   Impact measure         Resource
                                                                                                                                              requirements

      Reach more people                         Digital strategy       Develop digital services       Director         Operational plans      Activity and scale
      who have been                                                    that enhance the current                        in progress            dependent on funding
      affected by crime                                                helpline and offer a variety
                                                                                                                       Identification of      Progress once funding
                                                                       of online mechanisms
                                                                                                                       potential funders      has been agreed
                                                                       (web chat, self-help tools,
                                                                       interactive website, online
                                                                       support, text)

                                                Community outreach     Scope possibilities            Director         Operational/           Activity and scale
                                                                       and develop potential                           community plans        dependent on funding
                                                Mapping of services
                                                                       partners and operating                          in progress
                                                available in local
                                                                       plans
                                                communities                                                            Identification of
                                                                       Identify community                              potential funders
                                                Development
                                                                       groups to enhance local
                                                of community
                                                                       service delivery
                                                engagement plans
                                                aligned to Strategic
                                                Plan

      Evaluate and evidence                     Build on work          Embed evaluation tools         Director         User satisfaction      Funding for core
      the difference VSS                        already started with   across all services                             questionnaires         infrastructure from
      makes to those                            Evaluation Support                                                                            Scottish Government
                                                                       Gather evidence on                              Story telling
      affected by crime                         Scotland
                                                                       progress on an on-going                                                Fundraising strategy
                                                                                                                       Case studies
                                                Participation and      basis                                                                  to fill any gaps
                                                evaluation strategy                                                    Research and reports
                                                                       Recruit Participation and
                                                and tools for
                                                                       Evaluation role
                                                measuring impact

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    Champion the rights of victims
    and those affected by crime

    Outcomes                                              Activities
    ◗◗ A more effective organisation that makes           ◗◗ Encourage user involvement to influence
       a lasting difference                                  and inform VSS policy and practice
    ◗◗ Improved health and well-being for victims         ◗◗ Involve people affected by crime in Influencing/
       and witnesses                                         Campaigning plan
    ◗◗ Victims and witnesses feel safer and more secure   ◗◗ Complete advocacy and rights-based work
    ◗◗ Victims and witnesses are more informed               responding to consultations, service reviews,
                                                             developing legislation etc.
                                                          ◗◗ Raise awareness to:
                                                            – Shine a spotlight on the emotional, social
                                                              and economic impact of crime on victims
                                                              and communities
                                                            – Highlight strategic priorities, new crime types,
                                                              and help that is available to those whose needs
                                                              are currently unmet.

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      Champion the rights of victims and those affected by crime
      Strategic Objectives                      Mechanism                 Activity                        Accountability   Impact measure           Resource
                                                                                                                                                    requirements

      Empower those                             Engage, influence         Continue advocacy and           Director         New legislation and      Funding for core
      affected by crime                         and lobby key             rights-based work by                             strategy that benefits   infrastructure from
      to mobilise their                         stakeholders both to      responding to consultation                       victims                  Scottish Government
      concerns as a                             promote the rights        documents, service reviews,
                                                                                                                           Number of key            Fundraising strategy
      public health and a                       and needs of victims      developing legislation etc.
                                                                                                                           government strategy      to fill any gaps
      community safety                          and to influence          to ensure it improves the
                                                                                                                           groups that VSS
      issue                                     and shape future          position of people affected
                                                                                                                           participates in
                                                policy and funding        by crime in Scotland
      Raise awareness of
                                                commitments                                                                More people engaged
      the issues concerning                                               Develop an influencing/
                                                                                                                           in promoting profile
      people affected by                        Raise profile of victim   campaigning plan in
                                                                                                                           of victims through
      crime                                     and the impact of         alignment with strategic
                                                                                                                           social media (gather
                                                crime with all key        priorities to position those
                                                                                                                           analytics)
                                                stakeholders              affected by crime at the
                                                                          forefront of national policy
                                                                          development
                                                                          Promotion to stakeholders
                                                                          through national policy and
                                                                          communications
                                                                          Promote through specific
                                                                          projects, consultations,
                                                                          research and conferences,
                                                                          social media and news
                                                                          articles
                                                                          Develop a programme of work
                                                                          aligned to influencing plan
                                                                          and participation strategy
                                                                          that details the work we will
                                                                          undertake proactively to
                                                                          enhance victims’ rights

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      Strategic Objectives                      Mechanism                Activity                         Accountability   Impact measure            Resource
                                                                                                                                                     requirements

      Involve service users                     Engage with current      Research and learn from other                     Number of users           Funding for core
      in the development                        and past service users   organisations about service                       involved in supporting    infrastructure from
      and delivery of                                                    user involvement                                  the development of        Scottish Government
                                                Participation and
      services to ensure                                                                                                   services
                                                Evaluation Strategy      Develop a user participation                                                Fundraising strategy
      their needs are met
                                                                         strategy                                          KPIs to be determined     to fill any gaps
                                                                                                                           via a new participation
                                                                                                                           strategy

      Campaign for high                         Quality standard         Engage with Investors in                          Progress towards          Funding for core
      standards of victim                       framework in VSS         People (Remarkable) and                           accreditation             infrastructure from
      support                                                            Investors in Volunteers (IiV)                                               Scottish Government
                                                Showcase expertise                                                         User satisfaction
                                                                         to develop a plan to achieve
                                                to effectively share                                                                                 Fundraising strategy
                                                                         both awards
                                                best practice,                                                                                       to fill any gaps
                                                learning, partnership    Annual conference
                                                development and
                                                                         Evaluation of services through
                                                funding opportunities
                                                                         case studies, satisfaction
                                                                         surveys, qualitative data
                                                                         gathering

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    Build supportive partnerships
    and alliances

    Outcomes
    ◗◗ A more effective organisation that makes a lasting difference
    ◗◗ Improved health and well-being for victims and witnesses
    ◗◗ Victims and witnesses feel safer and more secure
    ◗◗ Victims and witnesses are more informed

    Activities
    ◗◗ Build partnerships with other organisations ensuring that
       everyone affected by crime has their support needs met
    ◗◗ Establish strategic alliances to develop and deliver new
       services for victims
    ◗◗ Collaborate with others to influence policy, practice
       and campaigns

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      Build partnerships and alliances with other organisations so that all victims are well supported
      Strategic Objectives                      Mechanism                 Activity                 Accountability   Impact measures           Resource
                                                                                                                                              Requirements

      To achieve growth in                      Broker formal             Continue to work         CEO/Director     Profile of victims        Funding for core
      the breadth of services                   agreements with           with current partners                     increased through         infrastructure from
      to enhance delivery                       other organisations       and foster good                           new partnerships          Scottish Government
      and support to more                       to ensure best use        communications
                                                                                                                    More people engaged       Fundraising strategy
      people                                    of resources and a        and relationships –
                                                                                                                    in promoting profile of   to fill any gaps
                                                wider reach to victims    implement findings of
      Build strategic                                                                                               victims
                                                whose needs are           stakeholder survey
      alliances where there
                                                currently unmet
      are benefits for victims
                                                                          Lead a partnership to    CEO/Director     Progress in homicide      Full funding for
      and others affected by                    Work with other
                                                                          develop a homicide                        service design and        homicide service from
      crime                                     organisations to
                                                                          service                                   delivery                  Scottish Government
                                                increase the likelihood
      One front door
                                                of developing new                                                   New partnerships
      approach to services
                                                services, identifying                                               developed
      for victims/ victim-
                                                gaps in service
      centred support                                                     Scope and develop        CEO/Director     New partners              Funding for core
                                                provision and
      model                                                               a victim-centred                          identified and            infrastructure from
                                                providing a needs-led
                                                service for victims       support model of                          engaged                   Scottish Government
                                                                          service delivery
                                                Work collaboratively                                                Plans in progress
                                                to influence policy and
                                                                          Relaunch the Victims     CEO/Director     Group relaunched          Funding for core
                                                practice
                                                                          Organisations                                                       infrastructure from
                                                                          Collaboration Forum                                                 Scottish Government
                                                                          Scotland (VOCFS)
                                                                          group – chaired by VSS

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   Develop VSS capacity
   and capability

    Outcome
    ◗◗ A more effective organisation that makes a lasting difference

    Activities
    ◗◗ Maintain strong supportive governance to lead the way
    ◗◗ Strategic Management will align to changes in the external environment
       and the needs of victims
    ◗◗ Operational Management will focus on strategic priorities, being
       responsive, pro-active and needs–led
    ◗◗ Build a flexible, resilient workforce
    ◗◗ Embed new cultural norms that embrace change, new ways of working,
       flexibility, learning and a new set of values to underpin everything we do
    ◗◗ Establish a new modern brand image
    ◗◗ Continue to provide support to volunteers to deliver a high quality service

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      Develop VSS as an organisation
      Strategic Objectives                      Mechanism                 Activity                 Accountability   Impact Measures        Resource
                                                                                                                                           requirements

      VSS is a flexible,                        Organisation              Create a Change          CEO              Roles and structure    Funding for core
      organisation,                             restructuring             Programme Board                           are aligned to the     infrastructure from
      capable, resilient and                                              to include a Trustee,                     strategy               Scottish Government
                                                Review of roles and
      adaptable to change                                                 CEO and other senior
                                                responsibilities                                                                           Fundraising strategy
                                                                          managers alongside
      VSS is aligned to the                                                                                                                to fill any gaps
                                                Three new posts to        an external specialist
      external environment
                                                boost infrastructure,     (HR) initially with
      and is proactive
                                                capability and            scope to expand
                                                capacity (National        membership as
                                                Volunteer Coordinator,    required
                                                National Projects
                                                                          Review structure
                                                Coordinator and
                                                                          across the
                                                Fundraising Manager)
                                                                          organisation
                                                                          and embark on a
                                                                          programme of change
                                                                          Create new roles that
                                                                          are a priority and
                                                                          essential for success

      The Governance                            Governance                External review          Chair            Governance structure   Funding for core
      of VSS is capable,                        arrangements              of governance                             is updated             infrastructure from
      resilient and a model                                               and implement                                                    Scottish Government
                                                Articles of Association
      of good practice                                                    recommendations of
                                                Trustee skills audit      review
                                                and training plan

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      Strategic Objectives                      Mechanism               Activity                 Accountability   Impact Measures        Resource
                                                                                                                                         requirements

      Volunteers and staff                      Culture & process       Volunteer and staff      Director         Action plan in place   Funding for core
      are motivated and                         change                  satisfaction survey to                    based on survey        infrastructure from
      engaged                                                           determine baseline                        results                Scottish Government
                                                Strategic direction
                                                and clear business      Culture change                            Implementation of
                                                and implementation      programme with                            volunteer strategy
                                                plans                   communications plan
                                                National volunteering   Prepare a volunteering
                                                strategy                strategy

      VSS has a culture                         Training needs          Trustee development      CEO/Director     Staff and volunteer    Funding for core
      of learning and                           analysis                programme                                 engagement improves    infrastructure from
      continuous                                                                                                                         Scottish Government
                                                Training and CPD        Leadership                                Learning programme
      improvement
                                                programme               programme                                 aligned to strategy    Fundraising strategy
      Strengthen staff and                                                                                                               to fill any gaps
                                                Develop and enhance     Individual learning                       Staff and volunteers
      volunteer capabilities
                                                leadership skills       plans                                     participation in
                                                                                                                  learning and CPD
                                                                                                                  Development of
                                                                                                                  learning strategy

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      Strategic Objectives                      Mechanism              Activity                 Accountability   Impact Measures           Resource
                                                                                                                                           requirements

      VSS is a sustainable                      Budget and financial   Budget to align with     Director         Improved reserves         Funding for core
      organisation                              controls               strategy and to show                      position                  infrastructure from
                                                                       plan to improve                                                     Scottish Government
                                                Sustainable business                                             Fundraising strategy
                                                                       reserves
                                                model                                                            will be operational
                                                                       Review structure
                                                Income from training                                             Targets from
                                                                       across the
                                                events                                                           fundraising strategy
                                                                       organisation
                                                                                                                 realised
                                                Income generation      and embark on a
                                                strategy               programme of change
                                                Reserves               Deliver a training
                                                replenishment plan     programme to
                                                                       generate income
                                                                       Implement income
                                                                       generation strategy
                                                                       Review all costs and
                                                                       develop a cost saving
                                                                       programme

      Resources and                             Estates review         Review all contracts     Director         Plan will be in place     Funding for core
      infrastructure                                                   and determine if                          regarding the future of   infrastructure from
                                                Digital/telephony
      will match the                                                   best value is being                       office premises           Scottish Government
                                                review
      requirements of the                                              achieved
                                                                                                                 Contract negotiations
      organisation to deliver                   Operational delivery
                                                                       Review ways of
      excellence                                model
                                                                       working and scope
                                                                       possibilities of agile
                                                                       working, working
                                                                       from home and how
                                                                       to make better use of
                                                                       space

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      Strategic Objectives                      Mechanism               Activity               Accountability   Impact Measures          Resource
                                                                                                                                         requirements

      Embed an accredited                       Investors in People     Engage with            Director         Progress towards         Funding for core
      quality framework                         (Remarkable)            Remarkable and                          accreditation            infrastructure from
                                                                        IiV to develop plan                                              Scottish Government
                                                Investors in
                                                                        for accreditation to
                                                Volunteering (IiV)
                                                                        achieve both awards
                                                Quality standard
                                                framework in VSS

      Marketing and                             Marketing messages      Review current         Director         Analytics to determine   Funding for core
      communications will                                               methods of marketing                    engagement               infrastructure from
                                                Social media presence
      enhance service, raise                                            and promoting VSS                                                Scottish Government
      awareness delivery                        Brand image
                                                                        Prepare a                                                        Fundraising strategy
      and promote VSS in a
                                                                        communications                                                   to fill any gaps
      modern and appealing
                                                                        programme to
      way
                                                                        highlight services
                                                                        to main referring
                                                                        agencies

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    Key performance indicators
         Deliver                                              Build
          ◗◗ 15% increase in referrals from Police Scotland   ◗◗ One new national formal partnership
             year on year                                        established in each year of strategy
          ◗◗ Five new community groups working with              (3-5 in place by the end of the three years)
             VSS in local service delivery year one           ◗◗ Multi-agency Memorandum of Understanding
          ◗◗ 90% of service users will report that services      in relation to homicide service agreed in year
             were good or excellent by year three                one with service fully operational by year
                                                                 three
          ◗◗ 15% increase in digital engagement including
             social media (e.g. Twitter and Facebook)         ◗◗ Terms of reference and service design agreed
                                                                 for ‘victim-centred support’ model in year
                                                                 three
                                                              ◗◗ Homicide project will have promise
                                                                 of funding in year one (achieved)

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    Key performance indicators
         Champion                                          Develop
          ◗◗ Increase in the number of requests for        ◗◗ 85% of staff and 75% of volunteers will
             VSS policy input                                 contribute to survey in year one with
          ◗◗ Increase in the number of policies changed       increases year on year
             as a result of VSS input                      ◗◗ Staff turnover less than 12% in year three
          ◗◗ Service user involvement group established    ◗◗ Volunteer turnover less than 20% in year three
          ◗◗ Work plan for service user involvement        ◗◗ Unplanned sickness absence less than 5%
             group in place                                   across staff team
          ◗◗ A service user will be recruited as trustee   ◗◗ 95% of staff will have a personal development
             by year three                                    plan in year one
                                                           ◗◗ Remarkable and IiV in progress and
                                                              accreditation achieved by year three
                                                           ◗◗ Trustees will attend 75% of meetings
                                                           ◗◗ All board meetings will be quorate
                                                           ◗◗ Non-government funding in line with income
                                                              strategy targets
                                                           ◗◗ Reserves replenishment plan on track

VICTIMS AND WITNESSES FIRST: VSS STRATEGY 2018-2021
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