Having access to support services is fundamental to achieving justice for victims and ensuring that they know and can claim their rights. A hate crime support service provides a range of services, including advice, assistance and support, regardless of whether a crime has been committed or there are ongoing criminal proceedings (Chahal, 2003). A hate crime service will work with targeted groups, for example, a dedicated support service for lesbian, gay, bisexual and transgender (LGBT) victims of hate crime or potentially all groups of hate crime, while a generic victim support service is available to all victims of crime (eg Victim Support UK).

The role of hate crime casework

Hate crime casework is an interpersonal practice that involves understanding and responding to individuals to assist in resolving problems within their social environment. It is a purposeful and planned approach that achieves and creates change in how the individual engages with their social environment (Healy, 2012: 55–6).

Casework skills are different from counselling skills. Casework requires an interaction with and intervention in the wider social environment beyond listening and responding in private to the client, for example, working with the police or other third-party agencies to resolve a problem. There are three common approaches to casework practice that highlight the co-produced nature of this form of intervention:

• • an emphasis on a staged approach to hate crime casework that begins with a comprehensive analysis of the problems or concerns to be addressed;

• • collaboration with the client in establishing a clear shared understanding of the purpose of the relationship and the nature of the intervention; and

• • recognition and enhancement of the client's capacities to address the challenges they face (see Healy, 2012: 55–7).

Hate crime casework is an interaction that makes clients aware of their rights, enabling them to take back control of their lives, and offers realistic expectations of the outcome of their complaint (Chahal, 2003).

The role of a hate crime practitioner is to develop a bounded working relationship over a period of time that reveals what the experiences and needs of the victim are, as well as to provide them with tools and resources to have the confidence and knowledge to respond to what they are experiencing. Box 5.1 identifies the key roles and responsibilities that are central to the function of hate crime casework support.