Slachtofferhulp Nederland connects stakeholders that help over 200.000 victims thanks to their new community platform

Organisation
Open Social (GoalGorilla's community software)
The case
Category
Non-profit
Client
Slachtofferhulp Nederland
Summary
Slachtofferhulp Nederland (Victims Support The Netherlands) helps victims of crimes, traffic accidents, and calamities. They support victims in processing the event and, where possible, offer emotional, practical and legal assistance. The organization recognized that a listening ear is not enough. That's why they offer a new network of support which is facilitated by proactive community management
Project description
Reason: 1 in every 5 Dutch people is confronted annually with a crime, traffic accident or disaster. The organization recognized that a listening ear is not enough. Victims need more support. But their old forum functionality didn't do its job anymore. That's why they were looking for a new online community platform to replace the outdated public forum functionality

Objective: Victims Support The Netherlands wants to help 50% more people online than they did in 2014. There is a firm ambition to help many more of the 4 million people that become victims in the Netherlands.

Their new Victims Support 2.0 program has the following objectives:
- Reach a larger number of victims online
- Facilitate people with new online tools to help themselves
- Facilitate people to help each other

Results/facts: Thanks to their new community platform, they already connected stakeholders that help over 200.000 victims. They have also received voluntary help from over 1.000 people.
Challenges
Victims Support needed a community platform that has extra safety standards to guarantee the safety of victims. A big and important challenge. Open Social adheres to strict security standards and implemented extra measures such as reducing the personal data stored and data encryption. All data is hosted on a European Sovereign cloud of Microsoft Azure in Germany. The data is hosted with the strictest data protection measures, certificates, and requirements of the EU, as well as key international standards.

The following measures were used for safety and support:
1. Single sign-on
One set of login credentials can be used to access multiple applications. For this, a special implementation was done to connect via a special proxy to Active Directory, iDIN and later DigiD.

2. Groups
Site managers can create hidden groups that are invite-only. Closed groups are only accessible after doing an intake with the community manager. Only public groups are visible from the outside. With this, victims can choose how much safety and anonymity they want. Victims can also set a nickname to avoid real names.

3. Structure
The community platform is built so that users can't change the structure by adding extra groups and events, directing the focus on helping each other and being able to share your story and read or comment on others.

4. Disasters
When a disaster occurs, Victims Support can create a secure and private emergency sub-community within Open Social. It's a ‘critical system’ that connects victims, families, government, police, and volunteers to exchange information and get support.

To get a better understanding of their potential members, Victims Support also created community personas by researching and interviewing various victims. Together with their customer journey’s specific insights into the concerns, motives, and needs of each client persona where mapped to give guidance to the development of new features.
Community contributions
We used and improved the following functionalities and gave those back to our free distribution on https://www.drupal.org/project/social:
- Group default route management
- Pathauto feature (URL Alias)
- Predefined styles in WYSIWYG
- Quickjoin groups
- Nickname feature
- Hiding of profile fields (GDPR)
- Smaller hero section for the landing page
Screenshot