The U.S. Department of Health and Human Services (HHS) has selected a new operator of the National Human Trafficking hotline, ending its nearly two-decade partnership with Polaris.
The changeover follows allegations of mismanagement by Polaris, including failures to report third-party tips to law enforcement in a timely manner, and a potential conflict of interest with the co-founder of Polaris overseeing the office responsible for awarding the hotline contract.
The new operator will be Compass Connections, a San Antonio-based nonprofit specializing in complex hotline systems. The company has been awarded a five-year, $35 million grant.
Some experts have expressed concerns about the decision, fearing the transition could lead to gaps in oversight, and the erosion of Polaris’ victim-centered approach, which is a trauma-informed best practice for survivor service providers, focusing on survivor autonomy and dignity.
Polaris has long been recognized for its unique approach, which puts survivors’ needs first, allowing them to make important decisions like whether or not to engage with law enforcement.
This is an accepted best practice across the country for rape-crisis centers and hotlines alike. Advocates worry a new provider could reduce trust in critical services, leading to fewer reports and calls for help.
Part of a Bigger Picture
The hotline change comes after a string of federal decisions affecting survivors of gender-based violence across the board, including the termination of the LGBT+ youth services provided through the 988 mental health hotline.
According to advocates, the moves reflect a pattern of de-centering crime victims, further silencing already marginalized voices, and softening survivor agency.
Megan Lundstrom, CEO of Polaris stated the agency is committed to a smooth transition: “We are committed to stewarding this transition so that survivors remain at the center of this work.”
As the new operator takes over the hotline, advocates and survivors call for transparency and continued trauma-informed approaches to care, which are needed in our country now more than ever.
Sources: Polaris Issues Statement on the Future of the National Human Trafficking Hotline – Polaris
Learn more about Compass Connections at ProPublica.org.
