Case Study

We conducted an independent evaluation of the Face 2 Face befriending service for parents of disabled children.

“The nfpResearch team demonstrated both a professional and empathetic approach with the parents they interviewed and as such was able to gain their confidence and gather some very insightful material. I found working with them very helpful and supportive enabling us to overcome some difficult logistical and timescale challenges.”

Venetia Simonds, Senior Statutory and EU Fundraiser, Scope


For over 20 years, Scope has offered a service called Face 2 Face to provide befriending for parents of disabled children. It is run by professionally trained volunteers who themselves are parents of disabled children and is funded in part by The BIG Lottery Fund. The BIG Lottery Fund put forward the money for Scope to commission an independent evaluation of Face 2 Face. The project aimed to ensure its impact was clearly evidenced and that areas of improvement were identified to enable decisions on further funding.


Our Approach

We conducted in-depth face to face and telephone interviews with parents of disabled children, as well as interviews with Face 2 Face volunteers and staff. Our experience of conducting research on sensitive subjects meant we treated participants with the very same values of care, empathy and non-judgement that underpin Face 2 Face itself. As a result, participants were willing to share personal and private details, thoughts and feelings about family life. This was essential in understanding their needs for such a support service and discovering how Face 2 Face meets those.



Our final report portrayed the lives and needs of the beneficiaries and the way in which Scope’s delivery of Face 2 Face meets those needs more effectively than any other single intervention. We also provided recommendations for ongoing evaluation, including the challenge of gaining hard measures of soft outcomes. Having submitted this report to a key funder with an initially positive response, Scope is now waiting to hear whether funding will be granted.


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