New research from The University of Texas at Arlington shows that digital hotlines are changing how survivors of domestic and sexual violence access safety planning and support.
Use of chat and text services has surged since the COVID-19 pandemic, according to Rachel Joy Voth Schrag, a UT Arlington professor of social work. Understanding how survivors use these digital channels, she said, is critical for ensuring hotline advocates have the tools they need to support survivor and family safety.
"When the pandemic came along, survivors were suddenly locked in close quarters with their abusive partners, which means making a phone call becomes incredibly dangerous," Dr. Voth Schrag said. "A chat or text option allows you to sit on the couch scrolling your phone like you normally would, but actually be seeking safety support or learning what resources are available."
For the study, conducted in collaboration with researchers from UTHealth Houston, the team analyzed more than 300 digital hotline transcripts from two Texas domestic violence service agencies and conducted 17 interviews with frontline hotline advocates. Researchers found that many survivors turn to digital platforms because they provide anonymity, easy access, and a lower-pressure way to seek help.
Advocates tailor their guidance to each person's situation, avoiding a one-size-fits-all approach. They begin by ensuring the survivor is in a safe space, then assess the broader risks such as children's needs and housing instability before they build a plan together.
"It's not an AI agent on the other end. It's an actual human advocate who is a trained social worker or trained advocate," Voth Schrag said. "They understand how to build presence digitally and how to show care and attention in a text-based environment. You can see it in how they use emojis, ellipses, and phrases like, 'Give me just a minute to think about that.'"
In the study, published in the Journal of Interpersonal Violence, advocates frequently shared supportive messages such as, "I'm here for you, and want you to feel comfortable sharing," and, "That's OK, we know it can be very scary to write to a stranger and be so vulnerable."
"This comes from a deep understanding that building empathy and connection is essential to trauma-focused work, even when it happens digitally," Voth Schrag said.
Interpersonal violence—including domestic violence and sexual assault—remains a widespread public health issue. More than 40% of Americans experience sexual, physical, or stalking violence by an intimate partner in their lifetime, according to the study.
Voth Schrag said lowering barriers, such as making help available through something as simple as a text message, is a critical step in helping survivors access support.
"For some people, chat or text is safer in terms of physical risk," she said. "For others, it's safer because it feels more comfortable. That comfort is what allows them to step through the door."
Future research will examine outcomes tied to different ways people access services and help determine which changes can be directly attributed to hotline use, Voth Schrag said.
