The Department of Justice’s Victim Notification System

Audit Report 08-04
January 2008
Office of the Inspector General


Appendix V
Office of the Inspector General
Opt-In Survey

GENERAL INFORMATION

The Department of Justice developed the Victim Notification System (VNS) to provide important information to victims. Our records indicate that you are or were a victim of a federal crime (or an alternate contact for a victim) and that you are currently participating in the VNS. Please take a few moments to answer the questions that apply to your situation. Your responses will help improve the VNS.

  1. Did you receive an Initial Notification Letter from a federal agency informing you about the Victim Notification System? This letter included your registrant identification and pin numbers.

    [Check (√) one that applies.]

      Yes
      No
      I do not recall
  2. When was the last time you received a notification or when did you last access the VNS website?

    [Fill in or check (√) one that applies.]

      ______________________
            (month/year)
      I do not recall.
      I have not received any notification from the VNS.
  3. Please indicate all forms of communication you receive regarding the Victim Notification System: [Check (√) all that apply.]

      E-mail
      Fax
      Letter (U.S. Mail)
      Pager
      Telephone
      TDD (hearing impaired)
      Website
      None
  4. Which language did you request for your notifications?

      English
      Spanish
      Other
      Did not specify language

    4a. Did you receive your notifications in the language you requested?

      Yes
      No

CUSTODY STATUS AND RESTITUTION

The Victims of Crime Act and Justice for All Act include the rights to be reasonably protected from the accused and to full and timely restitution as provided by the law.

  1. How important is it for you to know the custody status (incarcerated or not incarcerated) of the defendant(s)/inmate(s) in your case? [Check (√) one that applies.]

      Extremely important
      Very important
      Important
      Not important
      Not important at all (Go to Question #8.)
  2. Are you currently aware of the custody status of the defendant(s)/inmate(s) in your case (out on bail, detained, escaped, died, case dismissed, released, etc.)? [Check (√) one that applies.]

      Yes
      No
  3. Do you know how to find the custody status of the defendant(s)/inmate(s) in your case?

    [Check (√) one that applies.]

      Yes
      No (Go to Question #8.)
  4. 7a. If yes, have you called any of the following entities regarding custody status of the defendant(s)/inmate(s) in your case? [Check (√) all that apply.]

      Investigative Agency (FBI/USPIS)
      U.S. Attorneys Office
      VNS Call Center
      Other __________________
      I have not called any of the above entities

    7b. How satisfied were you with the assistance you received regarding custody status of the defendant(s)/inmate(s) in your case? [Check (√) one that applies.]

      Extremely satisfied
      Very satisfied
      Satisfied
      Dissatisfied
      Very dissatisfied
      Extremely dissatisfied – if dissatisfied, please explain why in the space below.
  5. Are you a victim of a crime that involves restitution? [Check (√) one that applies.]

      Yes
      No (Go to Question #10.)
  6. 8a. If yes, have you called any of the following entities for assistance regarding restitution?

    [Check (√) all that apply.]

      Investigative Agency (FBI/USPIS)
      U.S. Attorneys Office
      VNS Call Center
      Other ________________
      I have not called any of the above entities

    8b. How satisfied were you with the assistance you received regarding restitution?

    [Check (√) one that applies.]

      Extremely satisfied
      Very satisfied
      Satisfied
      Dissatisfied
      Very dissatisfied
      Extremely dissatisfied – if dissatisfied, please explain why in the space below.
  7. Have you accessed the VNS website for information regarding restitution?

    [Check (√) one that applies.]

      Yes
      No
      Do Not Recall
  8. 9a. If yes, how satisfied were you with the restitution information you received?

      Extremely satisfied
      Very satisfied
      Satisfied
      Dissatisfied
      Very dissatisfied
      Extremely dissatisfied – if dissatisfied, please explain why in the space below.

WRITTEN, VERBAL, AND WEBSITE NOTIFICATIONS

The DOJ Victim Notification System is based on a victim’s right to reasonable, accurate, and timely notice of any public court or any parole proceeding involving the crime; or of any release or escape of the accused. The following questions relate to the different forms of notification (written, verbal, and website) by which victims in the VNS are notified.

The following questions relate to written notifications via the U.S. mail, e-mail, fax, and information posted on the VNS website.

  1. How easy is it for you to understand the information in the notifications?

    [Check (√) one that applies.]

      Very easy to understand
      Easy to understand
      Understandable
      Difficult to understand
      Very difficult to understand
      Extremely difficult to understand
  2. Has there been conflicting information in any of the notifications you received?

    [Check (√) one that applies.]

      Yes
      No (Go to Question #12.)

  3. 11a. If yes, did you report the conflicting information to the federal agency that sent you the notification(s)? [Check (√) one that applies.]

      Yes
      No (Go to Question #12.)

    11b. If yes, did the agency resolve the conflict(s)? [Check (√) one that applies.]

      Yes
      No
  4. Have you ever found incorrect information in any notifications that you have received?

    [Check (√) one that applies.]

      Yes
      No (Go to Question #13.)
      I do not know (Go to Question #13.)
  5. 12a. If yes, did you report the incorrect information to the federal agency that sent you the notification? [Check (√) one that applies.]

      Yes
      No (Go to Question #13.)

    12b. If yes, did the agency correct the incorrect information? [Check (√) one that applies.]

      Yes
      No
  6. In your opinion, do you agree or disagree that you have been notified of all events (such as public court proceedings) involving your case? [Check (√) one that applies.]

      Strongly agree
      Strongly agree
      Agree
      Neutral
      Disagree
      Strongly disagree
      I do not know.
  7. Do you agree or disagree that you received timely notices well before the events?

    [Check (√) one that applies.]

      Strongly agree (Notices were received well before the events.) (Go to Question #15.)
      Agree (Go to Question #15.)
      Neutral (Go to Question #15.)
      Disagree
      Strongly disagree (Notices were not received well before the events.)
  8. 14a. If notices were not timely, how often did you receive late notifications?

    [Check (√) one that applies.]

      1-3 times
      4-6 times
      7-9 times
      10 times or more

    14b. If notices were not timely, did you ever miss an event you wanted to attend because of a late notification? [Check (√) one that applies.]

      Yes
      No (Go to Question #15.)

    14c. If yes, how many events did you miss? [Check (√) one that applies.]

      1-3 events
      4-6 events
      7-9 events
      10 events or more
  9. Did you participate in any event (for example, attend, speak, or submit a victim impact statement) after receiving a notification? [Check (√) one that applies]

      Yes
      No
      Not applicable
  10. Were you ever not able to attend an event because the notification was unclear or contained conflicting information? [Check (√) one that applies]

      Yes
      No
      Not applicable
  11. Overall, how useful was the information provided to you in the notification(s)?

    [Check (√) one that applies.]   Very useful
      Useful
      Neutral
      Not useful
      Not at all useful

The following questions pertain to the VNS Internet Website.

  1. Have you ever accessed the VNS website to review your case information?

    [Check (√) one that applies.]

      Yes
      No (Go to Question #30.)

  2. How easy or hard was the process to set up your VNS website account?

    [Check (√) one that applies.]

      Very easy
      Somewhat easy
      Neither hard nor easy
      Somewhat hard
      Very hard
  3. How easy or hard is it to navigate or find information within the VNS website?

    [Check (√) one that applies.]

      Very easy
      Somewhat easy
      Neither hard nor easy
      Somewhat hard
      Very hard
  4. How often have you accessed the VNS website for information? [Check (√) one that applies.]

      Every day
      Weekly
      Monthly
      Quarterly
      Annually
      I have not accessed the website since I set up my account.
  5. How easy was it for you to understand the information on the website?

    [Check (√) one that applies.]

      Very easy to understand
      Easy to understand
      Neither easy or difficult to understand
      Difficult to understand
      Very difficult to understand
  6. Did you find all the information you wanted on the website? [Check (√) one that applies.]

      Found all information
      Found almost all information
      Found some information
      Found little information
      Did not find information
  7. Was there conflicting information on the website? [Check (√) one that applies.]

      Yes
      No (Go to Question #25.)
  8. 24a. If yes, did you report the conflicting information to any of the following entities?

    [Check (√) all that apply.]

      Investigative agency
      U.S. Attorneys Office
      VNS Call Center
      Other
      I did not report the conflicting information. (Go to Question #25.)

    24b. Were information conflicts resolved? [Check (√) one that applies.]

      Yes
      No
  9. Have you ever come across incorrect information in the website? [Check (√) one that applies.]

      Yes
      No (Go to Question #26.)
      I do not know (Go to Question #26.)
  10. 25a. If yes, did you report the incorrect information to any of the following entities?

    [Check (√) all that apply.]

      Investigative agency
      U.S. Attorneys Office
      VNS Call Center
      Other
      I did not report the incorrect information.

    25b. Was the incorrect information corrected? [Check (√) one that applies.]

      Yes
      No
  11. In your opinion, do you agree or disagree that notice of event(s) was posted on the VNS website in a timely manner? [Check (√) one that applies.]

      Strongly agree (Go to Question #27.)
      Agree (Go to Question #27.)
      Neutral (Go to Question #27.)
      Disagree
      Strongly disagree
  12. 26a. If you disagree, did you miss an event because the information was posted too late?

    [Check (√) one that applies.]

      Yes
      No

    26b. How often have you noticed late posting(s) on the website? [Check (√) one that applies.]

      1-3 times
      4-6 times
      7-9 times
      10 times or more
  13. Have you participated in any event (for example, attend, speak, or submit a victim impact statement) after reviewing VNS website information? [Check (√) one that applies]

      Yes
      No
  14. Overall, how useful is the information provided to you on the website?

    [Check (√) one that applies.]

      Very useful
      Useful
      Neutral
      Not useful
      Not at all useful
  15. If any, what information would you like to see added to the website?

    (Please print your answer below.)

    
    
    

CALL CENTER – AUTOMATED INFORMATION AND LIVE ASSISTANCE

The following questions relate to the VNS Call Center, which provides victims with automated information and/or live assistance with their case, or live assistance with the VNS website.

  1. Have you called the toll-free number to get Call Center assistance? [Check (√) one that applies.]

      Yes
      No (Go to Question #46.)
      I do not recall (Go to Question #46.)

  2. 30a. If yes, what type of assistance did you receive from the Call Center?

    [Check (√) all that apply.]

      Automated Assistance
      Live Assistance
      Both
  3. Have you ever contacted the Call Center and hung up for any of the following reason(s)?

    [Check (√) all that apply.]

      It took too long to get help.
      There were too many instructions to follow.
      The automated call system was too difficult to use.
      Other (please describe)

Please answer Questions #32-37 only if you have used the Call Center’s automated system for case information; otherwise go to Question #38.

  1. How often have you used the automated system? [Check (√) one that applies.]

      Often
      Sometimes
      Rarely
      Never (Go to Question #38.)
  2. How would you rate the automated system availability when you called?

    [Check (√) one that applies.]

      Always available
      Often available
      Sometimes available
      Rarely available
      Never available
  3. How easy is it to access information through the automated system?

    [Check (√) one that applies.]

      Very easy
      Easy
      Somewhat easy
      Not easy
      Not easy at all
  4. Is the information easy to hear on the automated system? [Check (√) one that applies.]

      Yes
      No
  5. Did you receive the information you wanted from the automated system?

    [Check (√) one that applies.]

      Always received the information
      Often received the information
      Sometimes received the information
      Rarely received the information
      Never received the information
  6. What additional information would you like made available from the Call Center ’s automated system for case information? Please print your answer below.

    
    
    

Answer Questions #38-41 only if you used live assistance for case information; otherwise go to Question #42.

  1. How often have you used live assistance from the Call Center ? [Check (√) one that applies.]

      Often
      Sometimes
      Rarely
      Never (Go to Question #42.)
  2. How would you rate the live assistance availability when you called?

    [Check (√) one that applies.]

      Always available
      Often available
      Sometimes available
      Rarely available
      Never available
  3. Did you receive the information you wanted? [Check (√) one that applies.]

      Always received the information
      Often received the information
      Sometimes received the information
      Rarely received the information
      Never received the information
  4. What additional information would you like made available from the Call   Center ’s live assistance for case information? Please print your answer below.

    
    
    

Answer Questions #42-45 only if you used the Call Center for VNS website assistance; otherwise go to Question #46.

  1. Have you ever contacted the Call Center for VNS website assistance?

    [Check (√) one that applies.]

      Yes
      No (Go to Question #45.)
  2. For which of the following did you need VNS website assistance? [Check (√) all that apply.]

  3.   Victim Identification Number (VIN)
      Personal Identification Number (PIN)
      VNS website access
      Other VNS website questions (Please print your answer below.)
  4. Did you receive the information about the VNS website you wanted from the Call Center live assistance? [Check (√) one that applies.]

      Always received the information
      Often received the information
      Sometimes received the information
      Rarely received the information
      Never received the information
  5. What additional information would you like made available from the Call   Center for VNS website assistance?

    Please print your answer below.

  6. 
    
    

YOUR OPINION COUNTS

Your opinion is very important to help improve the Victim Notification System. Please answer the following questions about your experiences with the services and information provided by the VNS. Please print your answers in the space provided below each question.

  1. What are the most beneficial services provided by the VNS?

  2. 
    
    
  3. What improvements would you like to see made to the VNS?

  4. 
    
    
  5. What additional information in the VNS would be useful to you?

  6. 
    
    

Thank you for taking the time to complete the survey. Your participation is greatly appreciated and will help to improve the Department of Justice Victim Notification System.



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