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OVC Victim and Family Assistance Call Center for Victims of Terrorism and Mass Violence Incidents

In the aftermath of a terrorism or mass violence incident, OVC needs to collect and disseminate victim information and provide services for a wide range of victims. In spring 2001, OVC issued a contract that established its capacity to provide immediate emergency crisis management services after a critical event such as a terrorist attack or incident of mass violence. By 4 p.m. on September 11, 2001, OVC had activated a call center that offered 24-hour, toll-free telephone support to collect information from family members about victims and to provide referrals for financial, housing, and counseling assistance. About 37,000 victims and family members received assistance and referrals through the call center following the September 11 attacks. The call center toll-free number is 1-800-331-0075, and it operates during standard business hours (9 a.m. to 5 p.m. eastern time) with after-hours voice mail. Calls are returned promptly the next business day. In the event of a terrorist attack or incident of mass violence, the call center will operate 24 hours a day, 7 days a week.

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