Evaluation of the National Human Trafficking Hotline: Evaluation Findings and Considerations for Future Practice

By Hannah Feeney, Samantha Charm, Jennifer Hardison Walters

The NHTH is a toll-free hotline that can be accessed by phone, email, online report, text, or webchat from anywhere in the country, 24 hours a day, 365 days a year, and in more than 200 languages.1 The NHTH processes contacts from individuals with diverse identities, including individuals of all genders, language preferences, locations, and proximity to trafficking (e.g., potential victims of trafficking, community members, law enforcement). The hotline serves multiple purposes. First and foremost, the NHTH seeks to connect individuals who are experiencing or have experienced sex or labor trafficking with resources and support through its extensive referral network. The hotline does not provide direct services to those who have experienced human trafficking but offers tailored warm handoffs or referrals to survivors, depending on their most critical needs. The NHTH also accepts tips2 and information about potential trafficking situations and will report pertinent tip information to appropriate child welfare and law enforcement agencies (1) when it is required to do so by law, (2) in situations of immediate danger, or (3) when a report is requested directly by the survivor.3 When reflecting on the ways in which the NHTH processes contacts, it is critical to note that the NHTH processes more categories of contacts than other similar national hotlines. As part of the current evaluation, RTI completed case studies on four national hotlines similar to the NHTH in scope, size, and purpose (see Evaluation Technical Background Report). The broad findings from these case studies have been used to inform considerations for future practice included in this brief. Survey results revealed that contactors were generally satisfied with their experiences with the NHTH. Survivor interview participants reflected on how Hotline Advocates consistently provided empathetic, emotionally appropriate responses to contactors. Law enforcement also underscored that the NHTH often does an excellent job providing timely, detailed tips. NHTH partners noted that the NHTH provides individuals with one number they can contact for valuable support and links to services, regardless of their location. Interviewees highlighted that this feature is particularly important for a crime when survivors may be moved to different areas or states. In addition to documenting high-quality services provided by the NHTH, this evaluation identified some opportunities for continued improvement or growth, including the following: 1. Increasing public awareness of NHTH services and scope, including broadening reach and utilization, reducing the impact of out-of-scope contactors, and setting and communicating consistent expectations 2. Increasing hotline advocacy efficiency, including routing contactors by need, streamlining and reducing data collection, continuously updating and maintaining the referral directory, and cultivating strong partnerships with local law enforcement 3. Supporting Hotline Advocates and other staff, including providing ongoing and additional training and supporting self-care

. Washington, DC: Office of Planning, Research, and Evaluation, Administration for Children and Families, U.S. Department of Health and Human Services., 20224. 12p.