EHCP Communication Pledge
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We have worked with various partners including Oxfordshire Parent Carers Forum to develop our Communication Pledge for the Education Health and Care Plan (EHCP) Casework team, which encompasses part of the Oxfordshire Co-production Charter and Local Area SEND Strategy.
Aim
The EHCP Casework team understands the importance of clear and timely communication so that families have the right information at the right time and is committed to providing a high-quality service. We also understand it is important to know the escalation routes available within our team to ensure that any concerns or issues are addressed promptly and effectively.
Understanding the roles and functions of the EHCP Casework Team
The EHCP Casework Team is responsible for statutory duties in relation to SEND as detailed in the Children and Families Act 2014 and the SEND Code of Practice 2015. The team is made up of the following:
Assessment team
Assessment officers process requests for a statutory Education Health Care Needs Assessment (EHCNA) for children and young people aged 0-25. They work with other agencies, ensuring that assessments are carried out and decisions are relayed to families in a timely manner.
Early Years and Primary, Secondary and Post-16 teams
EHCP Casework Officers within the Early Years and Primary or Secondary and Post-16 teams will manage the process once an EHC Plan has been issued. Their role is to:
- Monitor and process annual reviews for children and young people with EHCPs.
- Work with partners in education, health, and social care to ensure the best outcomes for all children and young people.
- Monitor outcomes for children and young people with EHCPs, ensuring that their needs are appropriately identified and that the special educational provision required is delivered.
- Resolve disagreement, either by collaborating directly with parents or by working with SENDIASS or an independent mediation service.
- Ensure value for money.
Tribunals, Resolutions and Compliance team
The role of the Tribunal, Resolutions and Compliance team is to:
- Be the main point of contact for parents, carers or young people who lodge an appeal with SEND Tribunal.
- Prepare cases for tribunal, liaising with legal services, SEND services and multi-agency practitioners.
- Engage with families to support in resolving areas of dispute around appeals.
- Provide advice on and attend resolution meetings with parents and other practitioners.
- Be the main point of contact for parents, carers or young people who lodge an appeal with SEND Tribunal.
What communication can you expect?
Emails
- All incoming email enquiries to individual staff members will be responded to within five working days. In the case of staff absence, all incoming email enquiries to individual staff members will receive an automatic out-of-office reply, redirecting you to an alternative contact.
- Emails sent by officers within the team are often protected by a service called Egress.
- Should you need the email and attachments in the long term, please save them so they are easily accessible. Egress moves the content to a secure location after six weeks (please see details when you sign up to Egress or see further information.
Phone calls
A member of the SEND Admin team will answer calls immediately during working hours, or if a voicemail is left, a call back will be made on the day (or the next day if after 3pm). They will direct enquiries to the named officer within the team or signpost to appropriate agencies.
A parent/carer/school/colleague can expect a full and accurate response to a typical request from a named officer or their senior within five working days. Ideally, this will be via phone call, followed by an email. Should you not get a response from your named officer, please follow our communication escalation process.
Our commitment to you
- Honesty: be factual, informative and provide helpful guidance
- Clarity: ensure young people and parent carers are kept updated and ensure decisions are communicated in a supportive manner
- Openness: share all relevant information, set clear expectations, and explain decisions and reasons for these.
- Understanding: listen and ensure everyone feels heard and valued.
- Foster good relationships: by being polite and considerate.
- Language: avoid jargon and keep communication accessible for all
- Informed: inform young people and parent carers alongside schools and settings decisions or changes that may affect them.
- Feedback: to help improve practices and processes
What helps us to deliver the above?
- Communicate respectfully: interactions foster a positive relationship.
- Follow the escalation route: this helps us to deal with concerns quickly and effectively and understand the concerns you are encountering.
- Share your feedback: help us grow by providing feedback through the Local Offer to share experiences, highlighting successes and areas for improvement.
More information
When can I expect communication?
Please see the 20-week process for guidance on key points and when you will receive communication.
What happens if my officer leave?
If your named Officer leaves the role, a new officer will be allocated. An automated response will direct you to an appropriate officer. We would urge parents to sign up to the portal where changes to Officers are made. If you are unsure of who your child's Officer may be, then you can contact the business support team at 01865 815275, who will be able to let you know.
What happens if my officer changes?
When an EHCP is first issued, you will be informed of your child's EHCP Casework Officer as part of the handover from the Assessment Officer. Other changes to Officers will be communicated directly to you where possible. We would urge parents to sign up to the portal where changes to EHCP Casework Officers are made. If you are unsure of who your child's Officer may be, then you can contact the business support team at 01865 815275 who will be able to let you know
Where can I learn more about decision making panels?
See our page on panels and processes. This also provides information on how you will be communicated with following panel decisions.
What is the escalation process?
All members of the team are expected to meet OCC's requirement for communication with parents/families and settings, with responses expected within five working days. If this timescale isn’t met, go to our escalation process.
How do I make a complaint, comment or compliment?
We know the best way to deal with things is at the earliest possible time. Please follow our escalation policy as outlined above. You have the right to be treated fairly and with respect and to make your own choices whenever possible. If you are unhappy about the service or care you receive from us, it's very important you let someone know. The good and bad things we hear can help us improve our services. However, if we have not resolved your issue, you can find out more about the council’s process and proceed by going to our escalation process.