Case Study

Talk to FRANK?

A study of Somerset young people's awareness and experience of FRANK

Client
Somerset DAAT

Background
Somerset DAAT commissioned Evidence Base to conduct a wide-scale study to explore in depth Somerset young people’s awareness and experiences of FRANK.

Methodology: 
(1) Electronic Survey
An electronic survey was conducted in order to identify levels of awareness and understanding of FRANK, as well as young people’s views and experiences of accessing the FRANK website, helpline and email service. It was important to target young people from a range of backgrounds and so the survey was advertised within a range of settings including Connexions Somerset; schools and colleges in Somerset; Somerset Children’s Social Care; Somerset Rural Youth Project; Somerset youth clubs; and Somerset Youth Watch Scheme. The electronic survey ran for five weeks and, by the closing date, 846 young people from 91 towns and villages across Somerset had participated in the survey.

(2) Mystery Shopper Exercise
The objective of this exercise was to assess the quality of the telephone helpline and email query service. Eighteen young people in total volunteered to pose as mystery shoppers and contact FRANK on our behalf. Under the guidance of a supportive adult, these young people made a phone call and sent an email query to FRANK. With a supportive adult, the mystery shoppers assessed the quality of the responses they received and completed an evaluation sheet.

Outcomes
The evidence obtained from this study provided a clear indication of whether FRANK was able to meet the needs of young people in Somerset in terms of drug-related information, advice and support. This information enabled the Somerset DAAT partners to shape future service delivery and improve young people’s access to good quality, drug-related information, advice and support. This project also enabled Somerset DAAT organisations to experience innovative methods of participation which could be replicated in the future.

Click here to download a copy of the report.