2021/22: Provision

Helping our members cope with Covid-19

Illustration of three women standing together in an office setting, looking at something together.

In 2021/22, specialist services had to adapt to conditions of constant change. Restrictions lifted, enabling the return of face-to-face support, and then returned with the Autumn surge driven by Omicron.

We continued with the programme of peer support we developed in the first year of the pandemic, including monthly meetings where we shared information and resources, gathered feedback, and reported concerns to Welsh Government.

Image showing a quote from a Refuge service manager at a WWA member organisation. Text says: The funding through WWA meant that when residents needed to self-isolate, we were able to provide microwaves, kettles, and toasters in their rooms to prevent cross-contamination.

In 2021/22, our members reported higher-than-ever demand and increasingly complex support needs.

Our capacity-building programme in collaboration with members raised over £815,000 from statutory sources, trusts, and foundations to help VAWDASV services across Wales adapt to these conditions. 

This funding directly benefited an estimated 1,200 survivors and their children across Wales.

Illustration showing the outline of Wales filled with diverse women's faces.

Our ‘Sector Strength Cymru’ project was also awarded £507,512 from the UK Government’s Tampon Tax Fund to create opportunities for our members to develop new and transformative services.

This money will fund projects at nine services across Wales, ranging from survivor participation and community support to a new refuge for women experiencing multiple disadvantages.


Showing the value of specialist services

We know that specialist services provide the best support for survivors. Our National Quality Service Standards (NQSS) enable Welsh services to show evidence of their quality, effectiveness, and overall value.

In 2021/22, we aligned the NQSS to the Welsh Government’s Information and Advice Quality Framework (IAQF) and became an accrediting body, enabling services to simultaneously attain both NQSS and IAQF quality marks.

Image of text with a quote from a survivor about the NQSS.

We also asked members of our Survivor Network and Race Council Cymru to give us feedback on the NQSS.

Their suggestions helped us refresh the standards to ensure that meeting them indicates a truly strengths-based and trauma-informed approach to support, including an awareness of the specific needs of Black and Ethnically Minoritised survivors.

Image showing illustration of hands clapping beneath the logos of member organisations who achieved their NQSS mark in 2021/22.

Organisations must renew their NQSS and IAQF quality marks every three years. In 2021/22, five of our members achieved full or conditional passes.

Congratulations to Calan DVS and CarmDAS on their first-time passes and Cyfannol Women’s Aid, Swansea Women’s Aid, and Thrive Women’s Aid on successful renewal.

Read more about the NQSS

Delivering training for professionals

Illustration of a woman standi

Our Training Centre of Excellence provides CPD accredited and non-accredited training courses delivered by expert and specialist trainers.

In 2021/22, we trained over 1,500 professionals across Wales.

More than 400 learners completed one of our e-learning courses, which include topics like: Vicarious Trauma, Sexual Harassment, VAWDASV and the impact on CYP, and Confidentiality and Boundaries.

The Ask & Act programme is required training for frontline workers in health, social care, and housing.

We are contracted by Welsh Government to ‘train the trainers’ for this programme.

In 2021/22, we supported 244 learners to be able to deliver this training and teach others how to recognise abuse, ask questions sensitively, and offer appropriate support to survivors.

Illustration showing quote from training attendee

Nine of our 18 courses on VAWDASV are accredited by the CPD Certification Service. In 2021/22, almost 200 learners completed a CPD accredited course.

Another 30 enrolled in our Level 3 qualification in Preventing and Tackling Domestic Abuse, which is NOCN certified and suitable for Independent Domestic Violence Advisors (IDVAs).

View more info about our courses

Providing free, anonymous, 24/7 support

Illustration of a woman holding a phone to her ear while sitting at a laptop with the Live Fear Free Helpline logo on it.

Nearly 18 years ago, we established the first national helpline for VAWDASV.

Today, the Live Fear Free helpline is funded by Welsh Government. In 2021/22, we won the contract to continue managing the Helpline.

Demand for the service continued to be high during the second year of the pandemic, with more than 35,000 contacts, an 18% increase on the year before.

Illustration of a hand holding a mobile phone showing text messages on the screen and the Live Fear Free Helpline logo.

The Helpline is more than a phone number. Although 88% of contacts in 2021/22 were calls, we also received:

  • More than 2,400 webchats.
  • Over 400 emails.
  • Nearly 400 text messages.

We always strive for a timely response. 95% of people wait less than 30 seconds for a response from a LFF Helpline Advocate.

Illustration of a woman wearing a headscarf, sitting alone on a sofa. On either side of her are faint outlines of people, which suggests she is thinking about them.

We know that language can be a major barrier to reaching out for help.

Many LFF Advocates are bilingual in Welsh and English and all can support survivors in any language using professional interpreters.

Videos explaining what domestic abuse is and what the Helpline does are also available in 17 languages, including English, Welsh, and British Sign Language (BSL).

Image showing a quote from survivor who contacted the Live Fear Free Helpline. The quote is: Thank you. I can't express how nervous I was about contacting you. But I know now it was the right thing to do. Thank you very much.

We ask survivors to provide anonymous feedback on their experience with the Helpline. In 2021/22:

  • 100% said they received appropriate support.
  • 85% felt safer.
  • 84% felt their emotional wellbeing had improved.

Contact the Live Fear Free Helpline