The scale and impact of cybercrime and online harms mean that practitioners in a range of different organisations such as the police, victims support charities, health services, education etc., must be ready to play their part as digital first responders.
At our Digital First Responders Workshop, we learnt that online fraud represents the most common crime experienced in England and Wales (36% of the total crime figure).[i] We also learnt that an estimated 2.3 million people experienced domestic abuse in the last year.[ii] Further, the domestic abuse charity Refuge reported that in 2019, 72% of women accessing its services said that they had been subjected to technology-facilitated abuse.[iii] At the same time, the known cases of online grooming are considerable, with the NSPCC 34,000 crimes recorded by the police between 2017/2018 and 2022/2023 and an increase of 82% in recorded crimes over the same period.[iv] Across all of these crime/harm types however, we know that there are many more cases that are never reported. In relation to online grooming for instance, studies have shown that only 33% of individuals reported the abuse during childhood and about 28% never report it.[v]
What did we aim to achieve?
On the 11 September 2024, practitioners from 20+ organisations across law enforcement, industry, public and third sectors, as well as researchers and students came together for COPRNET's first Digital First Responders Workshop. The workshop was organised in partnership by the School of Law at Swansea University and Victim Support, with funding from Swansea University’s Arts and Humanities Research Council Impact Acceleration Account.
Our aims in putting on this event were:
To bring together experts from Swansea and beyond, for the benefit of stakeholders in the South-West Wales region.
To skill up practitioners working with victims and/or people at risk of cybercrime and online harms.
To demystify victim rights and services among a wide range of stakeholders likely to come into contact with individuals at risk of victimisation.
To address the local challenges of crime and social protection, as well as local provision of services and wellbeing, in the context of an always evolving digital society, to improve victim-focused responses.
Victims’ Needs and Victims’ Rights
Research by the Swansea Cyber Clinic and others[vi] shows us that the needs of crime victims are varied. They include:
Physiological: the need to recover from physical or mental health impacts such as acute stress disorder (ASD) or PTSD, depression, anxiety etc. Such needs may require medical attention, medicine, hospitalisation etc.
Protection and Safety: to mitigate (the fear/risk of) re-victimisation or retaliation against themselves, family and/or friends. In a digital context, this will likely require support to secure devices and evidence.
Following Maslow’s hierarchy of needs, we may see Physiological and Protection and Safety needs as higher order, in the sense that they must be addressed first and foremost, and often victims will not express other needs before these are met. Furthermore, while these needs may be more commonly manifested among those who have suffered harm directly as a result of cybercrime and online harms (primary victims), they can also manifest among family, friends, witnesses or even wider community members (e.g., through vicarious trauma).
Information: primary victims need information about the crime (e.g., victims of cybercrime may be unsure as to how it happened), the CJS process and victims’ role in it, as well as about available services, crime prevention measures and compensation, can enable victims to regain sense of control.
Practical: primary victims and sometimes others may also need support dealing with immediate practical issues such as emergency repairs and accommodation (also relevant to protection and safety), transportation, paperwork, dealing with companies, dealing with the media etc. Practical needs can also arise as a result of the CJS process. e.g., childcare for attending court etc.
Emotional: victims may need support to address emotional impacts, although often victims turn to friends and family for this.
Respect and Recognition: victims need to be treated with dignity and respect by all and to be involved in the CJS process (e.g., being updated at key stages, have their views considered where possible, etc).
Reparation and Restitution: to receive restitution/compensation for harm suffered. This may include an apology, recognition of guilt/responsibility for the victim’s suffering, or financial compensation. The need to repair relationships / reconcile with offenders and/or family and friends following victimisation. In addition, the arrest and punishment of the offender may be considered reparative.
Victims Rights have developed fairly recently, in order to ensure some minimum standards in how we as a society respond to victims’ needs. In the UK, the first Victims Code was introduced in 2015 and has since been reviewed. When the relevant provisions of the Victims and Prisoner’s Act 2024 come into force, some of the victim rights contained in the Victims Code will be given a statutory footing. In this respect, charities such as Victim Support play a key role both as advocates for victims rights and as the agents of delivery/implementation of rights.
In the South-West Wales area, South Wales Victim Focus, a service run by the charity Victim Support and funded by the Police and Crime Commissioner, are the main support service to all victims of crime. They provide support and reassurance, low-cost security items, advocacy with other agencies, information & signposting, including onward referrals. Their aim is to empower victims, allow them to make informed choices & aid their recovery.
What did we learn?
The range of impacts that cybercrime and online harms have on victims demands that we connect, learn and share across sectors. Nonetheless, a few common themes emerged throughout the day. This is brief reflection by the organising team on the three top insights we gained from the day. We welcome your thoughts and comments about what you learnt and whether we missed anything.
TAKE AWAY 1 - Digital evidence is key and timing is everything.
As we learned from Dr Graeme Horsman, opportunities for investigation and to protect victims open before our eyes if we start to think of our devices and online accounts (from phones, to smart security and heating systems) as digital witnesses.[vii] For example, facilitators of abuse have been known to deploy digital tools, IoT devices and apps, including GPS location tracking to coercively control their victims.[viii] However, we can think more creatively about how every day devices may collect evidence of abuse e.g., records of an abusive logging into smart devices and accounts to control another person, track their location etc.
However, timing is everything with digital evidence, a point that was also stressed by the wonderful Charlotte Hooper at The Cyber Helpline. Their staff and volunteers are cyber security experts with a passion for helping protect individuals from cybercrime and online harms. As their work evolved, there was more and more demand for support with stalking and harassment cases. For their work with specialist stalking charities, the Stalking Action Plan was born. This framework is a culmination of their learning through helping many many victims and will add great value to anyone supporting individuals who have experienced or are at risk of cyber stalking.
TAKE AWAY 2 - Strong personal relationships must be built/repaired.
Another insight from the day relates to the importance of open and loving relationships in both the prevention and the response to cybercrime and online harms. In her work on the online sexual grooming of children and young people, Dr Cristina Izura has found evidence that children don't have the vocabulary to call out abuse and that those with stronger family/social relationships are more resilient to the risk of online grooming.
This highlights the need for the emotional wellbeing and relationship work done by organisations such Platfform for Change and the importance of trauma-informed and restorative practices which research student and WRAP Researcher Kate Smyth introduced in her workshop session. We all need supportive relationships and everyone sometimes needs/wants help to have and make better relationships.
TAKE AWAY 3 - There isn't enough support for those at risk of harming others and themselves.
When it comes to preventing harm, it is important to recognise that supporting those at risk of harming other or themselves is a key factor. However, there are few opportunities for individuals who recognise problematic patterns of thoughts/behaviours in themselves (e.g., someone who knows that they are sexually aroused by minors, or feels they need to keep tabs on an intimate partner), to access mental health and other support.
TAKE AWAY 4 - Cyber Insurance could be the last line of defence, but beware!
Most cyber insurance policies are designed to protect businesses from computer or electronic threats such as data breach or malicious cyber-attacks / incidents. This benefits all businesses, including small companies and sole traders as they can cover direct losses (e.g., data breach costs, cyber ransom, business interruption, etc), as well as losses from claims by affected third parties (e.g., breach of data protection, social engineering loss, fraudulent use of electronic identity etc.). More recently, insures have also started to offer personal cyber insurance which will typically offer fraud and cyber monitoring, lawsuit protection, replacing or repairing electronic data and personal identification documents and the takedown of online content. However, we should not assume that current policies cover cyber risks – many will explicitly exclude them. In addition, we need to beware of conditions and exclusion clauses. For example, most cyber insurance policies will exclude pre-existing or prior breaches and cyber events caused by employees or insiders.
TAKE AWAY 5 - Practitioners need opportunities to learn and connect.
If we consider the range of victims’ needs discussed above, it becomes patently obvious that they can only be met through a collective and collaborative approach where support organisations work together to support victims and those around them. As such, delivering a truly victim-focused response requires strong networks of practitioners across law enforcement, public and third sectors, health and education providers, such as universities. Together, we'll be better equipped to understand what help is available - as well as to know what we don't know. The issues are complex, and no-one can know everything! In addition, technology is fast moving and certain roles have a high turn around. As such employers have to enable their staff to engage in continuous professional development, such as through peer-learning and other training.
Conclusion
We organised the DFR Workshop because cybercrime and online harms including harassment, coercive control, child sexual exploitation, fraud and hate speech have a considerable impact on victims and those around them. Digital harms/threats are evolving, which requires continuous adaptation, an open mind to both threats and opportunities, as well as the building of resilient communities online and offline. Digital first responders are those professionals on the front lines, responding to victims needs and supporting them to protect themselves and effectively mitigate harm. They face considerable challenges in this mission, as the risk is constantly evolving and victims needs are many and varied. As such, an effective victim response cannot be provided without collaboration between various stakeholders, including law enforcement, third sector organisations, industry, and the public, to enhance online safety.
If you haven't done so yet, please join COPRNET here: https://bit.ly/SUCOPRNET
Further Resources and Help
Here are some organisations that were present and/or were noted as helpful throughout the event which may be able to provide you/your users with the support you need:
Action Fraud: The UK’s national reporting centre for fraud and cybercrime. You can report fraud or cybercrime online or call 0300 123 2040.
Age Cymru: The national charity for older people in Wales. They provide information, support, and services tailored to meet the needs of individual carers and their families.
Area 43: An Independent Registered Charity, based in Cardigan, west Wales, providing Information, Support and Training to young people aged 16-25 and counselling services to those aged 10-30.
Carers Trust West Wales: A registered charity providing practical and emotional help to carers. They offer free and confidential information, advice, and support.
CAVS (Carmarthenshire Association of Voluntary Services): An independent charity and the umbrella body for the third sector in Carmarthenshire. It provides guidance and support to organisations and community groups, enabling them to become sustainable and effective.
HARV Outreach: A free and confidential helpline available to adults and children who want advice about domestic abuse.
Hourglass Wales: A national charity dedicated to harm and abuse of older people. They provide support and raise awareness.
Lucy Faithfull Foundation: A UK-wide charity solely focused on tackling child sexual abuse. They work with parents, carers, and professionals.
Paladin: Paladin NSAS is a trauma-informed service established in 2013, to assist high risk victims of stalking in England and Wales.
Platfform for Change: A mental health and social change charity. They advocate for sustainable wellbeing and challenge the existing mental health systems.
SCVS: Swansea Council for Voluntary Service is the umbrella organization for voluntary activity throughout the City & County of Swansea, supporting, developing, and representing voluntary organizations, volunteers, and communities in Swansea.
South Wales Police: Your local police force in South Wales. They provide information, advice, and support related to crime prevention, reporting, and community safety.
South Wales Victim Focus: A service run by the national and independent charity, Victim Support. They provide help and support to anyone in South Wales affected by crime.
The Cyber Helpline: Provides free, expert help for victims of cybercrime, digital fraud, and online harm. If you’re experiencing cybersecurity issues, they can assist you.
Victim Support: An independent charity supporting victims of crime and traumatic incidents in England and Wales. They offer specialist help and resources.
Wales Restorative Approaches Partnership: A Community Interest Company and social enterprise that supports organisations and communities to build, maintain, and repair relationships by applying restorative and trauma-informed approaches. They provide training, consultancy and restorative practices including individual support and mediation.
Feel free to explore their websites for more information and assistance! 😊
References
[i] ONS, ‘Crime in England and Wales: Year Ending March 2024’ (Office for National Statistics 2024) <https://www.ons.gov.uk/peoplepopulationandcommunity/crimeandjustice/bulletins/crimeinenglandandwales/yearendingmarch2024> accessed 18 September 2024.
[ii] ibid.
[iii] Refuge, ‘72% of Refuge Service Users Identify Experiencing Tech Abuse’ (9 January 2020) <https://refuge.org.uk/news/72-of-refuge-service-users-identify-experiencing-tech-abuse/>; Graeme Horsman, ‘Introduction to Digital Forensics for First Responders to Cases of Coercive Control’ (Swansea University 2024).
[iv] NSPCC, ‘82% Rise in Online Grooming Crimes against Children in the Last 5 Years’ (15 August 2023) <https://www.nspcc.org.uk/about-us/news-opinion/2023/2023-08-14-82-rise-in-online-grooming-crimes-against-children-in-the-last-5-years/>; Cristina Izura, ‘Online Grooming: Insights from STRONG’s Research on Minors, Survivors and Groomers’ (Swansea University 2024).
[v] Kamala London and others, ‘Disclosure of Child Sexual Abuse: What Does the Research Tell Us About the Ways That Children Tell?’ (2005) 11 Psychology, Public Policy, and Law 194; Daniel W Smith and others, ‘Delay in Disclosure of Childhood Rape: Results from a National Survey’ (2000) 24 Child Abuse & Neglect 273.
[vi] Jo-Anne M Wemmers, Victimology: A Canadian Perspective (University of Toronto press 2017); Sara Correia-Hopkins and Janet Oostendorp Godfrey, ‘The Swansea Cyber Clinic Project: A Stakeholder Report’ (Swansea University 2023) <https://cronfa.swan.ac.uk/Record/cronfa64134>.
[vii] Graeme Horsman, ‘Can Signs of Digital Coercive Control Be Evidenced in Mobile Operating System Settings? - A Guide for First Responders’ (2023) 44 Forensic Science International: Digital Investigation 301483.
[viii] Laura Linham, ‘Why Your Mobile Phone Could Be Spying on You’ (Somerset Live, 4 June 2018) <https://www.somersetlive.co.uk/news/somerset-news/hundreds-mobile-phone-apps-can-1637429> accessed 19 September 2024; Anna Nikupeteri, Emma Katz and Merja Laitinen, ‘Coercive Control and Technology-Facilitated Parental Stalking in Children’s and Young People’s Lives’ (2021) 5 Journal of Gender-Based Violence 395; Elizabeth Yardley, ‘Technology-Facilitated Domestic Abuse in Political Economy: A New Theoretical Framework’ (2021) 27 Violence Against Women 1479; Tirion Elizabeth Havard and Michelle Lefevre, ‘Beyond the Power and Control Wheel: How Abusive Men Manipulate Mobile Phone Technologies to Facilitate Coercive Control’ (2020) 4 Journal of Gender-Based Violence 223; Rojan Afrouz, ‘The Nature, Patterns and Consequences of Technology-Facilitated Domestic Abuse: A Scoping Review’ (2023) 24 Trauma, Violence, & Abuse 913.
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