IDENTITY THEFT RESOURCE CENTER
Programs and results
What we aim to solve
Identity Theft Resource Center strives to reduce the impact and level of harm caused by identity theft and related issues.
Our programs
What are the organization's current programs, how do they measure success, and who do the programs serve?
Victim/Consumer Direct Assistance
The ITRC call center provides direct assistance via phone, email, and postal mail to victims and consumers who have experienced identity theft or possible risk of identity theft. Some 93 percent of our contacts are via our 1-888-400-5530 toll free phone number, and are serviced by more than 600 staff hours of advisor availability per month. ITRC can almost instantly expand its availability to more than 1200 man hours per month during periods of high activity, such as after a major data breach. As a group, the Victim Advisors are a seasoned team, with two members having totaled more than 16,000 contacts each since 2006, of which about 60% are actual victim cases. Although there are other for-profit entities who will mitigate identity theft cases, most of these focus primarily on financial identity theft. ITRC is able to also help victims with Governmental IDT (use of SSN, Driver's License, etc.), Medical IDT (use of patient identity, mixed records, etc.), Child IDT, and Internet Account Takeover. About 20% of the cases in any single year have multiple attributes, meaning the victim will have several problems to solve, each requiring different actions, at once. ITRC advisors are particularly suited and experienced to handle these more complex cases on a daily basis.
From our most recent Aftermath victim impact study (of victims who contacted the ITRC in 2013), we know that identity theft continues to victimize people of all ages and income levels. More than half of survey respondents had a household income level of less than $50,000.
ITRC Fact Sheets, Solutions, and Letter Forms are provided to victims and consumers at no-cost. By providing these tools, advisors empower the victims to directly respond to the need to mitigate their identity theft case.
Where we work
Awards
CEO-Women Who Mean Business Award 2016
San Diego Business Journal
Torch Awards for Ethics 2016
BBB for Nonprofits -Wise giving Alliance
Annual Florence Kelley Award 2018
National Consumer League
Crime Victims Research Award 2021
Department of Justice, Office for Victims of Crime
Affiliations & memberships
Department of Justice, Office for Victims of Crime - Crime Victims Research Award 2021
External reviews
Our results
How does this organization measure their results? It's a hard question but an important one.
Number of clients served
This metric is no longer tracked.Totals By Year
Population(s) Served
Adults, Economically disadvantaged people, Victims of crime and abuse, Victims of disaster
Related Program
Victim/Consumer Direct Assistance
Type of Metric
Output - describing our activities and reach
Direction of Success
Increasing
Our Sustainable Development Goals
Learn more about Sustainable Development Goals.
Goals & Strategy
Reports and documents
Download strategic planLearn about the organization's key goals, strategies, capabilities, and progress.
Charting impact
Four powerful questions that require reflection about what really matters - results.
What is the organization aiming to accomplish?
The ITRC wants to provide our resources to more people, in more ways at no-cost. Our goal is to be an essential resource to assist victims/consumers of identity crimes, including cybercrime and scams/fraud and concerned consumers with recovery and/or risk minimization plans via our toll-free call center, web based services, livechat, text to chat, email, and social media platforms. We provided services to all victims, however we tailor our plans and communication based on specific needs. We provide tailored services to low to moderate income families and individuals, as they often do not have the financial resources to pay for these services. We also assist non-native English speakers, the Blind/Low Vision community, the Deaf/hard of hearing community, Foster Youth.
ITRC also wants to ensure that the general public is educated regarding ways to minimize their risk of becoming a victim of identity theft, cybercrime, scams/fraud which can lead to identity theft victimization. ITRC's educational mission continues to be empowering consumers by informing them about identity theft before it happens and helping victims restore their identity.
What are the organization's key strategies for making this happen?
Board Cultivation and Development
Strategy: Leverage the talent and passion of ITRC's Board to achieve the greatest impact on ITRC's mission and strategic vision.
Research and Publication Development
Strategy: Identify gaps and opportunities in identity compromise and crime research to inform and grow ITRC research agenda.
Brand Positioning
Strategy: Define ITRC's brand identity in order to promote greater public and partner awareness.
Healthy Funding Model
Strategy: Maintain current and seek new opportunities within ITRC’s key revenue categories.
Organization Capacity Building and Continuous Improvement of Core Services
Strategy: Drive organizational excellence, operational efficiency, innovation and best practices in victim assistance and outreach.
What are the organization's capabilities for doing this?
The Identity Theft Resource Center (ITRC) has been providing victim assistance and education for over 20 years. ITRC was the first organization to develop live chat assistance, an free app, and an AI driven Virtual Victim Advisor for identity crimes funded by the Department Justice. The ITRC’s victim advisors annually help more than 10,000 unique individuals/cases annually with live, one-on-one assistance. In 2020 ITRC had 12,357 instances of service through the direct assistance contact center, and 1,066,149 visitors to idtheftcenter.org. ITRC had over 5600 media mentions and published 6 research papers/reports. The free ID Theft Help App has been downloaded more than 17,000.
The ITRC has created a web-based help center with documents, videos and resources to provide victim assistance, technical assistance, training and education on identity crime and cybersecurity. The ITRC executive team has a breadth of skills and a passion for the mission. The CEO, Eva Casey Velasquez, She has extensive experience managing federal grants, and strong financial management and problem-solving skills. Prior to joining the ITRC in 2012, Ms. Velasquez served as vice president of operations for the San Diego Better Business Bureau for five years. Prior to that appointment, she spent 21 years at the San Diego District Attorney’s Office, including 11 years investigating and assisting in the prosecution of economic/financial crimes. Ms. Velasquez is a recipient of the National Consumer League Florence Kelly Consumer Leadership Award (2018) and the Department of Justice OVC National Service Award (2019). She has more than 500 hours of specialized training in the investigation of economic crimes. In addition, she served as the chair of the Consumer Fraud Task Force for 13 years. The COO, James Lee, is a data protection and technology veteran. He is former SVP and Chief Marketing Officer for ChoicePoint (now LexisNexis). He chaired two working groups for the American National Standards Institute (ANSI) on identity management and privacy. He holds academic credentials from the University of Texas School of Information – Center for Identity, the Wharton School at the University of Pennsylvania, and the University of Arkansas. ITRC’s Vice President of Operations, Mona Terry has 12+ years of experience in consumer protection. Prior to coming to the ITRC, Ms. Terry served as Director of Operations for the Better Business Bureau serving San Diego County for ten years. She holds a MBA from the University of Phoenix and a Bachelor’s of Arts from the University of California at San Diego.
What have they accomplished so far and what's next?
ITRC continued to remain available and provide free assistance to the pubic during the pandemic, establishing a fully remote workforce in a matter of days, and assisting more individuals than during the previous year. The ITRC website has been redesigned, the help center is continuously updated as identity crimes are dynamic, with ever changing threats to the landscape. Through usability audits and testing and peer review advisory group activities the ITRC has made web-based services, contact center services, and educational training materials more accessible and meaningful to the blind/low vision and deaf/hard of hearing communities. ITRC continues to be a valued resource for the media, law makers, and decision makers regarding the scope of this problem, and solutions necessary to reduce the prevalence of identity crimes.
How we listen
Seeking feedback from people served makes programs more responsive and effective. Here’s how this organization is listening.
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How is your organization using feedback from the people you serve?
To identify and remedy poor client service experiences, To identify bright spots and enhance positive service experiences, To make fundamental changes to our programs and/or operations, To inform the development of new programs/projects, To strengthen relationships with the people we serve, To understand people's needs and how we can help them achieve their goals
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Which of the following feedback practices does your organization routinely carry out?
We collect feedback from the people we serve at least annually, We act on the feedback we receive
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What challenges does the organization face when collecting feedback?
It is difficult to get the people we serve to respond to requests for feedback, It is difficult to find the ongoing funding to support feedback collection
Financials
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Operations
The people, governance practices, and partners that make the organization tick.
Connect with nonprofit leaders
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- Analyze a variety of pre-calculated financial metrics
- Access beautifully interactive analysis and comparison tools
- Compare nonprofit financials to similar organizations
Want to see how you can enhance your nonprofit research and unlock more insights? Learn More about GuideStar Pro.
Connect with nonprofit leaders
SubscribeBuild relationships with key people who manage and lead nonprofit organizations with GuideStar Pro. Try a low commitment monthly plan today.
- Analyze a variety of pre-calculated financial metrics
- Access beautifully interactive analysis and comparison tools
- Compare nonprofit financials to similar organizations
Want to see how you can enhance your nonprofit research and unlock more insights? Learn More about GuideStar Pro.
IDENTITY THEFT RESOURCE CENTER
Board of directorsas of 03/24/2022
Matthew Donahue
LexisNexis Risk Solutions
Term: 2020 - 2022
Eric Trapp
Sempra Energy
Term: 2019 -
Jason Kratovil
Sentilink
Matthew Donahue
LexisNexis Risk Solutions
Eric Trapp
Sempra Energy
Kim Allman
Symantec Corporation, Consumer Business Unit
Kevin Everhart
Experian
Michele Johnson
Synchrony Bank
Mark Pribish
Merchants Information Solutions, Inc
Jim Van Dyke
Futurion
Ralph Linares
GoldFish Consulting Inc
John Breyault
National Consumes League
James Ruotolo
SAS
Brooke Fortson
SAS, Fraud and Security Intelligence
Clarissa Carnero
American Express
Crystal Sargent
Invested Advisors
Board leadership practices
GuideStar worked with BoardSource, the national leader in nonprofit board leadership and governance, to create this section.
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Board orientation and education
Does the board conduct a formal orientation for new board members and require all board members to sign a written agreement regarding their roles, responsibilities, and expectations? Yes -
CEO oversight
Has the board conducted a formal, written assessment of the chief executive within the past year ? Yes -
Ethics and transparency
Have the board and senior staff reviewed the conflict-of-interest policy and completed and signed disclosure statements in the past year? Yes -
Board composition
Does the board ensure an inclusive board member recruitment process that results in diversity of thought and leadership? Yes -
Board performance
Has the board conducted a formal, written self-assessment of its performance within the past three years? Yes
Organizational demographics
Who works and leads organizations that serve our diverse communities? Candid partnered with CHANGE Philanthropy on this demographic section.
Leadership
The organization's leader identifies as:
The organization's co-leader identifies as:
Race & ethnicity
No data
Gender identity
No data
Transgender Identity
No data
Sexual orientation
No data
Disability
No data
Equity strategies
Last updated: 02/19/2021GuideStar partnered with Equity in the Center - an organization that works to shift mindsets, practices, and systems to increase racial equity - to create this section. Learn more
- We disaggregate data to adjust programming goals to keep pace with changing needs of the communities we support.
- We employ non-traditional ways of gathering feedback on programs and trainings, which may include interviews, roundtables, and external reviews with/by community stakeholders.
- We disaggregate data by demographics, including race, in every policy and program measured.
- We have long-term strategic plans and measurable goals for creating a culture such that one’s race identity has no influence on how they fare within the organization.
- We seek individuals from various race backgrounds for board and executive director/CEO positions within our organization.
- We help senior leadership understand how to be inclusive leaders with learning approaches that emphasize reflection, iteration, and adaptability.