This evaluation of the Pact website is easy to read and presented clearly. It uses service data collected from the telephone, email and postal aspects of the helpline as well as qualitative interview and survey data collected from helpline users by the evaluator. Findings from this evaluation could be utilised by other helpdesk and information providers.
The evaluation broadly assesses how far the helpline has met its aims. These aims are; to reduce isolation of offenders families, to provide callers with information and support for coping with a crisis, to develop callers' understanding of criminal justice terminology and non statutory support and to encourage callers to engage with statutory services. The 45 page document is split into 5 sections; the first is an introduction which includes some background to the helpline's inception, delivery and management, secondly there is an over view of the use of the service including numbers and forms of contact, demographics and reasons for use, thirdly survey and interview respondents' views of the helpine are outlined followed by a discussion as to whether the helpline met its aims, the fourth section offers illustrative case studies and lastly the fifth section offers conclusions and recommendations specific to the Pact helpline.
Download At the end of the line from Pact's research and reports webpage below:
