5: Make more families aware of what support exists at an earlier stage, so they can get help before they are in crisis.
We need to make sure all families in Hertfordshire can find information about SEND support and services when they need it.
We also need to communicate better with families who are receiving a service. This means making sure we actively provide updates, and answer calls and emails more promptly. We want to build trusted relationships with our families to help them feel confident in the service they are receiving.
We will make a formal process for communications that all organisations must follow, and create new staff training on the importance of communicating well with families.
In particular, we want to improve parent communication, experience and expectations around the EHCP process. One way we will do this is to increase the number of staff in the EHCP team as a whole. The Making SEND Everyone's Business work (as outlined in improvement area 2) will have a huge impact on improving communication.
We will commit ourselves to learning from previous complaints, by reviewing them and addressing patterns and themes in feedback.