Crime Victims Helpline: Invitation to tender


The national Crime Victims Helpline (CVH), Freephone 116 006, is a listening and support service for victims of crime in Ireland. Our aim is to support, inform and listen to victims and all those impacted by crime. Volunteers provide time and space for victims to talk about their experiences and provide information about the criminal justice system as well as referrals to other resources.

Project Outline

In 2010, CVH conducted a broad evaluation of the organisation and services. The results provided valuable feedback regarding the services we provide and how they could be improved. CVH is inviting tenders for a second independent evaluation of our services to uncover how we can continue to improve and expand the services we provide to the community.

The evaluation will include assessing the scope and effectiveness of the current service and making recommendations in relation to how the service can be improved and expanded, if required, to achieve the CVH stated mission to support, inform and empower victims of crime and all those affected by crime.

Crime Victims Helpline would like to gain a better understanding of the following:

  • Do people feel supported/listened to/reassured as a result of accessing our service?
  • Do people feel better informed as a result of accessing our service?
  • How is the work of CVH viewed by others in the criminal justice system; victims support sector; and helpline sector?
  • How does the work of CVH compare to other victim services, both in Ireland and across the EU?
  • How CVH can strengthen and expand its services to ensure that the most efficient and effective service is provided to victims and others impacted by crime?

We are seeking a suitably qualified and experienced person/s to conduct a focused evaluation to include:

  • Gathering of feedback from a broad range of people who have accessed our services over our freephone helpline and over email and text.
  • Gathering of feedback from stakeholders in the sector.
  • Review the structure and service range of crime victim support organisations in other jurisdictions (including other EU countries), to suggest areas for future development.

The Expected Outcomes

A draft report shall be presented to the Board of Directors. Its indicative structure shall be:

  • Executive Summary
  • Feedback from people who have used CVH services over phone, email and text
  • Views of stakeholders
  • Some suggestions for future development based on a local and international comparison
  • Conclusion

A final report shall be submitted two weeks after feedback has been received on the Draft Report.

Award Criteria

Applications will be scored on the basis of Most Economically Advantageous Tender assessed on the following basis:

Award Criteria Percentage Allocation
Methodology 40%
Overall costs of the tender 30%
Demonstrated knowledge and understanding of the brief including victims’ issues. 15%
Track record in undertaking similar evaluations 15%


Application Process

Tenders must be received to Crime Victims Helpline, 6-7 Hanover Street East, Dublin 2 by 5 pm on 27th November, 2017 and should include the following headings:

  • Comprehensive CV, which includes reference to the criteria named above;
  • Details of any additional individuals who will be part of the tenderer’s team and their role;
  • Proposed methodology;
  • Costs (including daily rates and total cost, inclusive of VAT);
  • Project Plan including proposed timelines, and
  • Two recent professional referees

Any queries about the request for tenders should be submitted by email only to michelep@crimevictimshelpline.ie. Telephone enquiries cannot be facilitated.