You said, we did: Communication
You said…
We would like clear guidance to the support available that is easily accessible for everyone, including timescales, so we can make informed choices.
We did
Various updates and improvements have been made to the Devon SEND Local Offer website, including:
- adding a comprehensive guide to education, health and care plans and the statutory processes
- updating the navigation (layout) and information on what is the Local Offer, what is SEND, the support you can expect and areas of SEND need
- creating a new section of the website for health and wellbeing support
Version 1 of the Ordinarily Available Inclusive Provision (OAIP) framework has been developed to improve universal support for all children in schools and settings. This is currently being embedded within schools across Devon.
We are doing
Further changes to the Devon SEND Local Offer we’re working on:
- creating some new guidance around preparing for adulthood, which will include information on the support available during your child’s transition into adulthood
- reviewing the navigation (layout) of the website, to make it more user friendly. This includes restructuring information around early years, schools and post-16 provision to make it easier to find
Version 2 of the OAIP framework on targeted support is currently under development and is due to be published in January 2025.
A Neurodiversity Hub, and Integrated Neurodevelopmental Assessment Pathway (INAP) information pages are being co-produced with parents, carers and young people, and are due to be launched in January or February 2025.
We’re working with young people to explore better ways of communicating the local offer in a format that is right for them, and in language that can be easily understood.
You said…
We would like to see improved communications from teams in terms of timeliness, being able to talk to someone, regular updates, doing what you say you’re going to do and the proactive management of expectations. This would include more transparency around waiting times, resource availability and limitations.
We did
Calls relating to the statutory processes were transferred to DCC’s Customer Service Centre in April and a booking system set up to book calls with a case officer. We have also introduced post-call SMS customer surveys to help us monitor the effectiveness of this system. These will be reviewed on a regular basis and opportunities for improvement identified.
All correspondence templates used by the SEN Statutory team have been reviewed an updated based on feedback from parent carer representatives.
We are doing
We are currently exploring the scope for the Customer Service Centre to resolve more calls at first contact.
Restorative Practice training is in the process of being set up for SEN Statutory staff.
You said…
We would like to see better awareness of SEND across wider communities and parents, both those with and without a child with SEN, schools and other professionals.
What we plan to do
We plan to put together a series of awareness raising and myth busting communications campaigns around SEND over the coming months.
You said…
We find Egress can be complex to use and we sometimes struggle to access or retrieve information sent using it. It would be helpful to gain permission from parents to by-pass or opt out of they wish.
We did
We have undertaken some user research to fully understand family and professional pain points in relation to Egress. We have also carried out some research to understand what other Local Authorities do to identify potential alternatives.
We are doing
We are currently doing some user testing with parents and carers around suggested Egress improvements, including an Outlook client and a mobile app. We will evaluate user testing outputs and implement improvements where evidence of benefits exists, whilst also continuing to explore alternatives to Egress.