An investigation into the experiences of domestic abuse helpline staff and service users during COVID-19 lockdown

Mobility restrictions enforced by the UK Government in March 2020 as a response to COVID-19 resulted in those vulnerable to domestic abuse (DA) being confined in isolation with their abusers, deprived of safe spaces or opportunities for help or support. This saw a spike in engagement with domestic abuse helplines (DAH) during lockdown. However, little is known about the nature of these calls, the experiences of service users during lockdown, or the impact of this surge on DAH staff. Three data collection phases will address this. Remote interviews with DAH staff (n=15; Phase-1) will be analysed narratively and thematically, identifying patterns in the nature of calls received, impact of increased demand on the wellbeing of DAH staff, and emerging support needs. Simultaneously, a survey will be distributed to DAH service users (n=200; Phase-2) investigating the impact of lockdown on the instance and severity of abuse, the impact of/on others in the home and mental health and wellbeing outcomes. Results will be analysed using frequency analysis, inferential statistics and content analysis. Service users will be invited to engage in a final wave of remote interviews (n=15; Phase-3) to provide more in-depth elaboration on survey responses and elicit views regarding ongoing support requirements. We have confirmed involvement from 5 DA helplines (see section 1.4). These three phases are critical to understanding the lived impact of lockdown on DAH staff and service users. Findings will act as a crucial guide for policy decision-making regarding support needs emerging from the pandemic and beyond.