treat colleagues, partners, and customers fairly and with respect
be polite, helpful, open, and honest
provide easy to understand, useful and up to date information about our services
respect confidentiality and manage information we hold sensitively and securely
have the right to do their jobs without being verbally or physically abused
Service Standards
Whenever possible, enquiries will be answered at the first point of contact
If this is not possible callers will be connected to the appropriate area, this may be a team within SENA or another department within Leicestershire County Council
We will let you know who will be dealing with your enquiry within 3 working days, during extremely busy periods this will be extended to 5 working days
All locality teams within SENA have a dedicated email inbox, where appropriate emails will be responded to within 3 working days – during extremely busy periods this will be extended to 5 working days
There are occasions when several weeks will pass without communication from the service, this is a normal part of the Education, Health and Care Needs Assessment process. To avoid unnecessary worry or stress for families, we will make information available via the local offer to support you through the process
Education, Health and Care Needs Assessment process
You will receive a generic acknowledgement that the application has been logged
Your case will initially be managed by SENA Triage
If the decision is made to progress the assessment, within 6 weeks of the request being logged you will be contacted and informed of the decision
A full and detailed written response will also be provided
If the decision is to proceed with the assessment, you will receive a generic letter confirming this within 6 weeks of the request being logged
Within 14 days of this letter you will be contacted by your allocated Case Manager, who will introduce themselves and discuss the next steps with you
Annual Review on an EHCP
1 of 3 Case Managers assigned to your child’s locality area will review the information submitted by the school or college and make a decision based on this
You will receive a generic letter that will inform you of this decision, the letter will contain the contact information for the Case Manager allocated to support the annual review of the EHCP.
