Challenge: Families were experiencing fragmented support and inconsistent communication. SEND case officers were assigned to cases based on workload, often shifting mid-process, which made it difficult to build trust or maintain continuity. Internally, allocation was managed manually with emails flying between managers and no clear system. Officers lacked local knowledge, and families didn’t know who would be involved from one year to the next.

What We Did: We designed and implemented a new allocation model that grouped casework by geography. Officers were assigned to specific areas, allowing them to build familiarity with local schools, services and family contexts. We worked with managers to shape the model around existing team structures, and supported its rollout with clear guidance, mapping tools and feedback loops.

What Changed: 

• Families experienced more consistent communication and knew who to expect year on year

• Officers developed stronger relationships with schools and local services

• Allocation became more transparent and manageable, reducing internal confusion

• Officers reported a greater sense of ownership and responsibility for the families they supported

• The model was adopted across the service and continues to shape how casework is organised

Challenge: The service was struggling to maintain a clear and accurate overview of EHCPs. Data was held across multiple systems, with inconsistent naming conventions and no shared protocols. Staff often relied on memory or informal notes, and managers couldn’t confidently report on compliance or caseloads. There were also concerns about potential data breaches, with sensitive information being handled without clear safeguards.

What We Did: We led a comprehensive audit of over 7,000 records, identifying gaps, duplications and inconsistencies. Working alongside officers and managers, we introduced clear data protocols and practical guidance for everyday use. We also worked with education partners to validate key data securely, ensuring accuracy without compromising confidentiality. Our approach combined statutory rigour with practical tools that staff could use confidently.

What Changed:

• The service gained a reliable overview of EHCP status and statutory timelines

• Officers felt more confident navigating systems and recording information

• Managers could report with greater accuracy and respond more effectively to scrutiny

• Risks around data handling were reduced, and staff understood their responsibilities more clearly

• The team began to see data as a shared responsibility, not just a technical task

• The protocols remain in use and continue to support quality assurance across the service

Challenge: SENCos across the area felt disconnected from the local authority and from each other. Communication was inconsistent, and there was no structured space to share feedback, raise concerns or build shared understanding. Many schools were navigating similar challenges in isolation, and the local authority lacked a clear mechanism for listening to frontline experience. At the same time, operational issues were emerging where SENCOs weren’t accessing available training, and felt unsupported when completing key forms, causing delays and frustration on both sides.

What We Did: We designed and launched a cross-school SENCo forum with a clear purpose and consistent structure. The forum was shaped through consultation with schools and LA officers, ensuring it met real needs. We created agendas that balanced operational updates with strategic discussion, and facilitated early sessions to model inclusive, constructive dialogue. We also built in mechanisms for feedback and follow-up, so schools could see their input being heard and acted on. Training opportunities were signposted clearly, and common issues were addressed directly and supportively.

What Changed:

• SENCos felt more connected to each other and to the local authority

• The LA gained clearer insight into school-level challenges and priorities

• Communication became more consistent, with shared language and expectations

• Form completion and process compliance improved, reducing delays and tension

• The forum helped build trust and transparency across the system

• It is now embedded as part of the LA’s ongoing engagement strategy, with schools actively shaping its direction

Challenge: New EHCP officers were joining the service without structured induction or training. Many were learning on the job, relying on informal support from colleagues. This led to inconsistent practice, low confidence and high turnover. Officers felt unsure about statutory expectations, and managers struggled to build a stable, skilled team.

What We Did: We designed a comprehensive induction pathway tailored to the realities of EHCP delivery. It included training modules on statutory guidance, practical tools for plan writing and casework, and reflective sessions to build confidence and shared understanding. We worked closely with managers to embed the programme into existing workflows, and provided supervision and coaching to support officers as they applied their learning.

What Changed:

• New officers felt more confident and better equipped to deliver statutory processes

• EHCP quality improved, with greater consistency and clarity across the team

• Staff retention increased, and managers reported stronger team cohesion

• Officers valued the space to ask questions, reflect and build professional judgement

• The induction pathway is now used as a standard onboarding tool across the service