Online Toolkit for Transition to Tele-Service Delivery

Module 1: Foundations

History and Definition of Teleservice

Module Description

There are many driving forces behind the victim/survivor assistance field’s appreciation and adoption of teleservices, which offer solutions that increase survivors’ access to services and support; and provide opportunities to increase victim service organizations’ capacity for victim service provision, while saving time and money. This module provides an overview of teleservices; it application to and operations within the victim/survivor profession; and guidelines and basic essentials for establishing teleservices within a victim/survivor assistance organization or agency.

Learning Objectives

As a result of completing this Module, you will be able to:

  • Define victim/survivor teleservices
  • Identify two historical drivers of growth in victim/survivor teleservices
  • Describe three benefits of, and three barriers to, victim/survivor teleservices
  • Identify at least two essential elements of setting up teleservices
  • Complete the agency self-assessment for teleservice readiness

Introduction and Overview

  • Foundational issues in victim services field: accessibility of victim services; and capacity of VSPs
  • Technological solutions that save time and money, and increase capacity to serve more victims
  • Victim services profession’s adoption and adaptation of evidence-based teleservice models
  • Brief reference to effect of pandemic (detailed below in “Historical Growth”)

Defining "Teleservice"

  • Global definition(s):

    • Telehealth: The use of electronic information and telecommunications technologies to support long-distance clinical health care, patient and professional health-related education, public health and health administration. (HRSA)
    • Telemental health: Telemental health is the use of telecommunications or videoconferencing technology to provide mental health services. (NIMH)
    • Telemedicine: Telemedicine is the practice of medicine using technology to deliver care at a distance. A physician in one location uses a telecommunications infrastructure to deliver care to a patient at a distant site. (AAFP)
    • Telepsychology: The provision of behavioral and/or mental health care services using technological modalities in lieu of, or in addition to, traditional face-to-face methods (e.g., provision of therapy using the phone, diagnostic interviewing via videoteleconferencing, use of applications to track mood states, consultations via email). (APA)

While there are many different phrases and nuances to virtual service delivery across professions, for the purposes of this toolkit, the term “teleservice” will be utilized. Teleservices refers to the use of virtual platforms and programs to deliver both real-time communications and services, as well as the ability to access virtual information related to victim services

Teleservices Set-Up – Guidelines and Essentials

The following section will describe internet connection guidelines and the basic equipment setup needed to successfully navigate teleservice. These suggestions will be broken down by home versus office provider locations.

Some Basic Internet Lingo:

An internet service provider or ISP refers to a company that provides access to the internet. This can be for both companies and individuals.

Wi-Fi is the radio signal sent from a wireless router to a nearby device, which translates the signal into data you can see and use. The device transmits a radio signal back to the router, which connects to the internet by wire or cable. The important distinction here is that the quality of your Wi-Fi is independent of the quality of your internet connection, though both the quality of your Wi-Fi and of your internet connection will affect your experience using teleservice.

Think of bandwidth as the maximum capacity of your connection to transmit data within a specific amount of time (usually 1 second). The more bandwidth a data connection has, the more data it can send and receive at one time. Bandwidth is similar to the volume of water that can flow through a pipe. The wider the pipe's diameter, the more water can flow through it at one time. Bandwidth works on the same principle. The higher the capacity of the communication link, the more data can flow through it per second. While technically not the same thing as “internet speed,” users typically experience better internet speeds when there is more bandwidth.

Any physical location where people can access the internet, typically using Wi-Fi, via a wireless local area network (WLAN – see below) using a router that is connected to the internet.

Many phones and other devices can become hotspots that broadcast WiFi signals through which other devices can access the internet. The mobile hotspot typically uses a cellular data or satellite connection to the internet. These devices can be incredibly practical in places without good wired connections to the internet, though they typically have relatively limited bandwidth

This broad term can refer to any devices that expand the basic capability of a computer, but for the purposes of teleservice delivery, usually it refers to things like cameras (web-cams), microphones, headphones or ear buds, speakers, printers, keyboards, and mouse devices or trackpads. Having reliable and good quality peripheral devices is important in teleservice no matter how good your connection to the internet is.

You have probably seen different types of internet service labeled as “DSL” or “Cable” internet, but what is the difference? Both cable and DSL are considered “high speed” connections, but the difference is how your home or office connects to the internet. DSL service travels through the phone lines that connects your home or office to telephone service. Cable internet travels via the coaxial cables that provide cable television access to your home or office. Both DSL and Cable internet service is very reliable; however, there is almost always more bandwidth with cable, so cable is usually faster (especially if multiple users will be accessing the internet connection at the same time).

A modem is a device that translates the analog signal that is carried through the wires (whether DSL or cable) into your home into a digital signal that can be understood by your computer. A router, on the other hand, is a device that sits between the modem and any computers or other devices in your home or office. The router takes the signal (“WiFi”) produced by the modem and sends it to other devices on your network wirelessly.

Office Set-Up: Equipment Recommendations

To successfully deliver teleservice to victims from a home-based office, it is recommended to have some stand equipment available to service providers.
(Hover over the below icons for specific equipment recommendations and requirements.)
Computer
A Desktop (Monitor and Tower) or Laptop set up is highly recommended. While tablets can also be used in some circumstances, it is important to note that some functionality of programs is limited or different on tablets or phones. Phones are not typically recommended due to limited screen size and functionality differences; however, they can be used as a last resort.
Processor/RAM Recommendations
  • Zoom
    • 2Ghz or higher processor, at least dual core
    • Recommended 4Gb of RAM
Camera
While many computers automatically include a camera, it is important to ensure the equipment being used has video capability. If the computer does not have a built-in camera, an external camera is strongly recommended. These can be connected via USB Port or Bluetooth.
Speakers/Microphone or Headset with Microphone
Many computers come with built- in microphones and speakers, but agencies will need to ensure their equipment has a sound card and access to these features. For confidentiality purposes, it is strongly recommended that victim service providers use headsets with a microphone; however, this is not a requirement. In some settings, a speaker and microphone will suffice.
  • Microphones and Speakers can be built-in, USB-connection, or Bluetooth. A direct connection (either built-in or USB) often has less connection difficulty or interference, but it is not required.
  • Headsets can be USB, Aux Cord, or Bluetooth connection. While a direct connection (USB or Aux cord) often has less connectivity or interference issues, it is not a requirement.

Office Set-Up: Internet Recommendations

When delivering teleservice from home-based settings, it is important for service providers to understand their internet set up and how to troubleshoot potential issues that arise with connectivity. Below are some recommendations for connection for home-based services:

Broadband internet access through a cable television provider is typically ideal for teleservice delivery. High-speed DSL connections (typically obtained along with landline telephone service) are also good. Basic DSL service may be sufficient for a single home user but will likely be overwhelmed if others in the home are also making intensive use of the internet. A wireless Hot-Spot/Cellular data connection may also be helpful in locations where internet service is not consistent.
Chart of different types of internet speeds

The way to know what the actual bandwidth you are getting from your internet connection rather than the theoretical maximum your ISP advertises is to conduct a speed test. This can be done with a speed-test webpage or app designed for this purpose. The webpage or app downloads and uploads small files of varying sizes and measures the time each takes to determine what your actual connection speed is. Generally, these apps recommend testing when you aren’t doing any other activity involving your internet connection but that will deliver the best-case speed for your connection. However, to determine the realistic speeds available to you if you have other individuals in your household working or learning from home and sharing the same internet connection, you may want to test both when no one else is using the internet and while they are conducting normal work or school activities. Currently the easiest speed test to access is provided by Google and their partner Measurement Lab directly from the results when searching for “speed test”.
Example Picture of Internet Speed Test
Click the blue Run Speed Test button to start. The test will display a “speedometer” for your connection for you to see the estimated speed as it conducts the file download and upload testing.

As of this writing, in general usage, Wi-Fi is not an internet connection, but rather a wireless local area network for a home or office that allows your various devices to all use whatever internet connection you do have (cable broadband, DSL, fiber) without a wired connection to the modem or router that the ISP provides. Your Wi-Fi network can be a bottleneck and impact teleconferencing if too many devices on your network are communicating particularly with streaming video or audio. Your Wi-Fi may also have trouble with interference from your neighbors’ Wi-Fi networks or sometimes, other radio interference. In rare cases, even leaking radio waves from older, poorly shielded microwave ovens can impact Wi-Fi while operating.

Additional Technological Information

Additional Peripherals (Not Required):

While a basic set up will allow victim service providers to adequately deliver teleservice programs, there is additional peripheral equipment that can be considered:

  • Dual Monitors (For Desktop) or Peripheral Monitor (for Laptop): This allows additional space for providers to pull up documents or other tools to use during teleservice contacts. While this is not a requirement, many providers do find this set up easier to be able to have resources quickly available, particularly for screen-sharing.
  • Background Screen (Virtual or Physical): This can be particularly helpful for providers doing home-based services. Having a neutral background during a teleservice encounter can be accommodated through use of a virtual background (if this is a feature of the program being used). If the program does not have a virtual background feature, providers can use privacy screens behind them to control what is visible in camera view.
  • White-Noise Machine: This tool can be used to ensure that extraneous sound is not carried into teleservice encounters. While headsets can minimize background noises, if providers are in noisier or less private environments, this tool can be placed outside the door to add a layer of privacy for these encounters.
  • Ethernet Connection: If providers have an ability to directly plug equipment into the internet modem, this can address some wireless connection issues.
  • Auto-tracking Camera: While this is not required, in some settings, it can be helpful for clients to face a auto-tracking camera. This is a more sophisticated camera that will track movement and adjust to where the movement is room. This is often used in large group settings or in environments where the end user may be moving around a lot.

Basic Troubleshooting for Teleservice Encounters:

Even with preparation and thoughtful equipment set up, provides will need to be able to troubleshoot basic issues or difficulties with clients during teleservice encounters. In this section, we will provide some tips and tricks for improving connection during encounters:

  • Close out other programs during teleservice encounters: This can impact your bandwidth and slow down connection speed resulting in lagging or delays in video or sound feed.
  • Reduce the number of users on connection: While this typically will not impact agencies on T1 connections, when providing teleservice in a home-based environment or smaller agency, the number of users streaming may impact the quality of connection. If possible, limit the number of users streaming on the internet connect during interactions (limit watching Video Streaming like Netflix, other Virtual meetings).
  • Change to Low-Definition Video Output: Some videoconferencing platforms allow users to switch video output to low-definition when internet connection is not stable. While this may result in pixelated or blurrier video feed, it can help preserve a video connection at times.
  • Logout and restart program if lagging or feedback occurs: Sometimes, its can be helpful to logout and close down program if connection issues persist. This can reset the connection and, at times, help improve connectivity to the end user.
  • Direct connect for stable service: This may be particularly helpful for agencies or clients who are having connection issues. If it is possible to directly connect via ethernet cord rather than relying on a Wi-Fi connection, this can sometimes help with connectivity issues or lagging.
  • Change physical locations: In some cases, it may be helpful to move physical locations (particularly in home settings) to see if connection improves. This is not always possible for privacy reasons, but may help with live troubleshooting