PSNI make video call service for crime victims permanent

The service allows officers to talk to victims, take statements, and collect digital evidence like photos or videos during a secure video call

A service allowing victims of crime to speak with police officers via video call will become a permanent feature, the Police Service of Northern Ireland (PSNI) has said.

The move follows a successful four-week pilot programme, known as Virtual Officer Attendance, which launched in April.

The PSNI previously said the introduction of a video call option offers people an alternative to traditional phone calls or in-person visits with police officers.

The service, delivered by a specialist team at Castlereagh Police Station in Belfast, involves officers who have received dedicated training for virtual engagements.

Victims of crime will be able to choose the video call option instead of a telephone or in-person visit, but in-person attendance at a police station is still available if preferred.

The service allows officers to talk to victims, take statements, and collect digital evidence like photos or videos during a secure video call.

The pilot scheme was inspired by a similar scheme launched by Dorset Police in England back in 2023.

In setting up the pilot, the PSNI said they worked closely with officers in Dorset in order to launch their own scheme in Northern Ireland.

Requirements for using video call

• The victim must be 18 years or older. If the victim is 17 or under, they can still use the service but must have an appropriate adult present during the call.

• The victim must be involved in a crime where there is no immediate threat, risk, or harm.

• The alleged offender of the reported crime must not be present during the video call.

• The victim must have access to a smartphone, tablet, or other device with a camera and have access to 4G or Wi-Fi. The service will not use the victim's mobile data allowance, so there is no cost to them.

Supt Daniel McPhillips said the pilot service has been hugely successful and its permanent inclusion will help provide victims with further choice in how they interact with the police.

"Our Virtual Officer Attendance service is yet another example of working closely with our Information and Communications Services (ICS) department to utilise technology more to offer a wider range of ways to connect with victims of crime and the community that we serve," Supt McPhillips said.

"In a modern world, these options can be far more suitable for members of the public to access, as well as reducing demand on our frontline officers, allowing them to focus on other time-sensitive matters.

"I am delighted to confirm this will now be permanent and I hope the public continue to find this to be a useful service going forward."

'Victims will now have better choice'

Victim Support NI has welcomed the move.

A spokesperson said they are often told by victims that relevant and timely communication is one thing they would like to see improve as they move through the justice system.

"For this reason we welcome any initiatives which allow for more frequent, tailored engagement with victims," they said.

"Recent client feedback surveys have shown us that since the Covid lockdowns, victims often prefer to engage with our support workers over the phone or via digital video calls, so we are encouraged that victims will now have a better choice of how they communicate with PSNI and that in-person visits will still be available to the most vulnerable or high risk victims."