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SCOTTISH CHILD CONTACT CENTRES: CHARACTERISTICS OF CENTRE USERS AND CENTRE STAFF

CHAPTER TWO: RESEARCH METHODOLOGY

SURVEY OF CENTRE USERS

2.1 A national survey of Scottish contact centres was conducted. Each centre was asked to complete a number of forms over a 13-week study period. Centres were supplied with multiple copies of blank forms, an instruction sheet (and mock example) and pre-paid return envelopes. There were 3 different forms to complete, each designed to record different information. The number of forms completed and the timing of their return were different - their completion and return was dependent on the subject matter. Essentially the information collected by the forms fell into 2 categories:

• Data on the total number of families using the centres
• Data on individual families using the centres.

2.2 The names and addresses of the families were not requested and were not revealed to the researcher. The researcher did not request, nor have access to, the centres' records. Families were not directly surveyed and no qualitative data was obtained.

2.3 At the outset, it was acknowledged that the success of the research would be dependent upon the goodwill of the contact centres. They would be responsible for extracting the necessary data from their records. This influenced the design of the forms in that the information sought had to be recorded across all the centres run by the different organisations. Furthermore, data collection had to strike a balance between extracting meaningful information whilst not overburdening the centres with administration.

Form 1

2.4 This was a monthly return from each contact centre showing the total number of families using the centre over the last month. It recorded, in aggregate, for each month:

• Number of families
• Number and ages (in bands) of children
• Total number of contact visits and type of contact
• Average duration of visits
• Parental gender, relationship to each other, ethnicity and history of addiction or mental illness
• Referral Source
• Number of families with court orders and type of order
• Number of families making an allegation of domestic abuse.

The aggregate nature of the returns meant that it was not possible to identify overlapping families between each month. The results are, therefore, presented on a monthly basis.

A response rate of approximately 70% of participating centres was achieved across each of the 3 months. ⁶

Form 2

2.5 This form was completed every time a new family was referred to the centre. It recorded basic details about the family in question, namely:

• Parental gender, age (in bands), ethnicity, relationship to child, relationship to other parent and history of substance use or mental health problems (where available)
• Children's gender, date of birth and date of last contact with contact parent
• Referral Source
• Date of first visit
• Court orders
• Allegations of domestic abuse (where available)
• Intended type of contact, intended frequency and duration of visits
• Length of time intended to use the centre.

Centres were asked to return the form on a weekly basis, regardless of whether they had a new referral that week. This allowed the response rate of centres to be gauged. 21 centres returned forms, a response rate of 81% of centres.

Form 3

2.6 This was completed whenever one of the newly referred families stopped using the contact centre. This element of the research was intended as a very limited exercise to ascertain whether there were any common characteristics among families who stopped using the centres within a very short space of time. As it was an ad hoc form, response rate was not relevant in this case. Details collected were as follows:

• Date of last visit
• Reasons for ceasing to use the contact centre
• Type of contact, average frequency and average duration of visits
• Length of time that the centre was used
• Total number of family visits

Data considerations

2.7 As anticipated, completion of the forms required some effort on the part of centre workers. The response rate was good and only one centre withdrew from the research on the basis that staff did not have enough time to devote to filling in the forms. The research found that centres are keen to be involved in research and a significant number will participate to enable valid conclusions to be drawn.

2.8 Although the intention was to achieve a balance between effort and a feel for volume of activity, the aggregate monthly return (Form 1) would have been less burdensome if completed only once at the end of the research period. The aggregate nature meant that it was not possible to identify duplicate families between months. This has made the presentation of the findings less concise.

2.9 Data on whether parents had an addiction problem or a mental health problems were very limited. Largely contact centres did not answer the question on the new referrals form and limited numbers were reported in aggregate on the monthly return. The response rate was better in relation to the question on allegations of domestic abuse, although for 34% (30) of the new referral forms this question was left blank. Data were also patchy in relation to details of any civil or criminal remedies in relation to the alleged abuse. These limitations in the data are likely the reflection of the fact that centres do not actively assess or screen users, nor do they seek to substantiate claims where the information is volunteered.

SURVEY OF CENTRE STAFF

2.10 The survey was conducted with both paid and voluntary workers in Scottish contact centres between January and March 2001. Centre staff were surveyed by telephone, using an interviewer-administered questionnaire. The questionnaire was intended to ascertain individual respondents' points of view, rather than asking them to represent the organisations or contact centres that they worked for.

2.11 The survey of contact centre staff was designed to collect basic demographic information on key characteristics of contact centre workers, and also to collect some basic information on respondents' experiences while working at contact centres. This included questions on the roles and responsibilities of contact centre workers, security and support within the centre, and the training staff are provided with.

2.12 In order to understand more fully the responsibilities of contact centre workers and some of the specific types of training and support that they may require, participants were also questioned about their experiences of working with centre users who may have a different range of requirements from the centre. They may present more complex and challenging scenarios for the centre staff to deal with. Thus, this part of the questionnaire focused on participants' experiences of working with families or individuals with problematic histories such as those with histories of domestic violence, substance abuse and mental health problems.

Sampling and response rates

2.13 The sampling strategy was simply to obtain as close to a 'census' of contact centre staff in Scotland as was possible, and to maximise response rates accordingly. The small number of people who were eligible to participate in the survey ultimately dictated the number of responses that could be obtained. This approach may also have fallen victim to some bias, as this was a self-selecting sample.

2.14 All 26 of the contact centres operating at the time of the study were approached to participate in the survey. After the consent of centres was gained, 73 contact centre workers, from 16 contact centres in Scotland, were contacted for interview. 42 contact centre workers participated in the survey, from 14 different contact centres across Scotland. At least one worker from 14 of the 26 centres contacted participated in the study. The response rate among individuals was 58%.

Coverage of contact centres

2.15 Tables 2.1 and 2.2 provide details on the centres represented in the survey. Please note that this table details the main centre that the respondent works at. Two respondents worked at more than one centre. Both of these respondents were paid workers and answered the questions based on their experience of the main centre that they work at on a day-to-day basis.

2.16 As illustrated in Table 2.1, the majority of council areas (at the time of the research) were served by one contact centre, if any at all. This is therefore not a suitable basis for assessing the representativeness of the survey population. However it is worth noting that none of the centres in the Glasgow City Council area are represented. These centres chose not to participate. Both rural and urban areas are represented in the range of centres covered.

2.17 As Table 2.2 demonstrates, WRVS, the second largest organiser of contact centres in Scotland, are not as well represented as Family Mediation centres in Scotland. However it should be noted that although Family Mediation centres are overseen by their umbrella group, Family Mediation Scotland, the area offices function as independent organisations.

2.18 At least one paid worker from all of the volunteer organisations represented responded to the questionnaire, with the exception of the WRVS. This is partly explained by the fact that representatives from only 2 of the 10 WRVS centres in operation at the time participated in the survey. However this is also likely to be the result of the differences in the way that the WRVS operate in comparison to the other agencies running contact centres in Scotland, as (the majority) of their centres are staffed solely by volunteers. The other agencies tend to have one qualified and paid member of staff running the contact centre, with the rest of the staff working on a voluntary basis. ⁷

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