Description of original award (Fiscal Year 2022, $2,000,000)
The Identity Theft Resource Center (ITRC) is proposing to enhance and expand its national hotline to respond to new threats and challenges for victims of identity fraud and cybercrimes. Last year, an estimated 42 million Americans were impacted by identity crimes, with $56 billion in losses – an increase from $16.9 billion in losses from 2020 (2022 Identity Fraud Study, Javelin Research).
Victims of domestic violence, victims of human trafficking, and foster youth are often victims of identity crimes, presenting enormous challenges to remediate. To respond, the hotline will provide increased trauma-informed services to at least 12,400 victims annually, including enhanced case management hotline services for 1,860 different victims. The hotline will also expand its capacity to reach 750 additional victims per year. In addition to expanding the hotline, the ITRC will carry out the following:
Conduct a survey/scan of the victims of domestic violence and human trafficking, and transition-age foster youth and stakeholder organizations to identify the type/range of identity crimes, challenges specific to each population’s situation, how trauma impacts identity theft victims and how to best support their psychological and emotional needs.
Develop training content, tip sheets, blogs, infographics, and media that draws upon the survey/scan findings. This includes how identity compromise, identity crimes, misuse of credentials, and fraud impact the target population and other victims.
Train hotline staff to implement strategies that more effectively serve domestic violence victims, human trafficking victims, and foster youth (including LGBTQ).
Use the ITRC customer relationship management (CRM) database to help facilitate the resolution of identity theft and track the status and length of time of cases from start to finish.
Refine and improve hotline services using victim sentiment gathered through the phone system and satisfaction rate gathered through automated surveys
Deliver training to partners/ stakeholders working with identity theft victims, including those who are also domestic violence victims, human trafficking victims, and foster youth (including LGBTQ).
Develop and disseminate reports for stakeholders/victim assistance providers and victims of identity crime to identify trends, challenges, and successes.
Launch a national marketing outreach campaign to reach victims through traditional and social media and internet advertising.
Funds will directly cover costs for supporting, hiring and training national hotline victim advisors, delivering outreach, building additional referral partners, implementing sentiment monitoring software, and expanding the national hotline resources.