Meet Kylie Crawford, Team Leader in Windermere’s Victims Assistance Program

“One of the primary reasons this program exists is to give victims a voice.”

After 15 years of working in the criminal justice field including with Victoria Police, Kylie Crawford set her sights on making a career shift. Moving away from working with offenders, Kylie joined Windermere’s Southern Victims Assistance Program (VAP) as an intake worker in 2017. It sparked an eight year career that saw her progress from a support worker, working directly with victims, to a team leader position.

The Windermere Victims Assistance Program (VAP)

For over two decades, Windermere’s Victims Assistance Program (VAP) has been providing vital supports to individuals who have witnessed or experienced a violent crime.

Available in the Southern Metropolitan Melbourne, Gippsland and East and West metro areas, the program is delivered through the Department of Justice and Community Safety (DOJS), on behalf of the Victorian State Government.

“The Victims Assistance Program is a very critical one and it's very niche. While the justice system is about holding offenders to account, it doesn't involve victims much at all. One of the primary reasons this program exists, is to give victims a voice,” says Kylie.

Kylie notes that the program is the only support available to victims to help them understand and navigate a complex justice system. Engaging or maintaining contact with Victoria police or investigators and writing a Victim Impact Statement are other instances where victims often need support.

“That’s why our program exists, as we provide support to do all those things. We also link victim with other services like therapeutic support and free legal services to assist with Financial Assistance Scheme applications,” Kylie adds.

In this way, the VAP provides both practical and psychosocial support to victims across all stages of the journey from investigation through to sentencing and appeals.

Consistent support in a changing environment

Over the eight years of her career in VAP, Kylie has observed that cases are increasing in complexity, reflecting challenges in the community and changes in the sector.

“The program has changed in many ways since I joined. Family violence and mental health presentations are increasing in our community and it’s reflected in the cases that we support,” she says

Recently, the Victims of Crime Assistance Tribunal that provided financial support for ongoing long term recovery supports, ceased to exist. In its place, a financial assistance scheme has been introduced.

“The scheme rollout has had significant challenges particularly with making funds available quickly for needs like counselling services and medical needs. That’s impacting victims directly. So, VAP has provided additional support and assistance to victims during this challenging period," explains Kylie.

Due to these challenges and lengthy court proceedings, cases with victims may remain open for as long as five years. The outcome may also lead to appeals which can take another 12 months to resolve.

The support doesn’t always end there. The perpetrator may apply for parole, many years down the track and as victims can apply to be on the victims register, they are informed when a prisoner applies for parole.

“The victim may reach out to us to make a parole board submission, and we will help them do that. As a result, we may intersect in someone’s life over as long as 15-20 years. It’s a big job.”

A day in the life of VAP worker

The VAP program is for anyone and everyone in the community who’s sadly been a victim of violence and crime against the person.

“You must be incredibly flexible and agile as anything can change at any moment and we have competing priorities. It’s always a big day in VAP and anything goes," says Kylie.

Leading a team of eight VAP workers, Kylie draws from her experience and expertise to field questions from her team. These are often in relation to victims and how best to support them. As experiences vary in complexity among victims, Kylie supports her team to deliver a service that meets wide ranging needs and challenges.

While providing this support, Kyle offers a listening ear to workers as conversations with survivors are often long and intense. She also continues to work directly with victims and is currently working with a family who has lost a loved one to homicide.

“Their case is progressing through the courts. We are waiting and hoping for a guilty verdict so that we can take the next step of writing a victim impact statement. That’s my day, I take a deep breath and prepare for whatever happens,” she says.

A career in VAP

From her time as a VAP worker, Kylie cherishes the many significant outcomes of supporting survivors. One of her first experiences still stand out, where a family from overseas had lost a loved one to a reckless driver. Within 48 hours, Kylie was by their side.

“It was my first experience with a homicide victim’s family and also the first time encountering someone’s grief, so soon after the incident,” she says.

She linked them with solicitors from the Victims of Crime Tribunal, as named then, to make applications for financial support. She also took the necessary steps to work out the logistics to return the deceased back to their home country.

“Once everything was over, I received a beautiful letter and photo from the grandparents of the deceased, thanking me for all the support. It was unexpected and touching, and I really cherish that – it’s why we do what we do,” she says.

Kylie also cherishes the moment when victims are able to express the impact of the crime through a victim impact statement that she’s supported them to write.

“Victims can read their statement in court if they choose to and for me, that’s always a positive experience. I’ve helped them have a voice in the system, which is a rarity, and it makes me proud to do the work I do,” she says.

It was after working directly with victims for close to three years that Kylie decided to step into the shoes of her outgoing team leader. When the opportunity presented, Kylie applied for the position knowing she could rely on support and guidance from leadership – a critical element to her decision.

“Seeing how well the program is managed gave me the confidence to step up. I knew I had a lot to learn, but who better to learn from than my manager?” says Kylie.

Starting as an intake worker and victim support worker, also gave Kylie an understanding of what a team leader needed from her.

“I had seen it from both perspectives. That experience, along with having leaders who are supportive and transparent helped build my confidence to lead a team,” says Kylie.

To anyone looking to embark on a career supporting victims, Kylie notes that being a naturally empathetic person goes a long way.

“Someone who can set aside their ego and listen without judgement makes a good Victim Support Worker. If you have those qualities and a genuine desire to help others, you are going to do ok,” she adds.

Outside her busy and rewarding career, Kylie channels her creative spark into recycling and upcycling furniture, giving each crafted piece a second life. With her two grown children now off on their own paths, Kylie enjoys a quieter pace spending time with her husband Marty and their dog Penny.

Windermere’s Victims Assistance Program (VAP) is a voluntary program that provides confidential information, advice and support for those who have experienced violent crime. For more information visit here.