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We know how important it is to speak with your EHCP Co-ordinator (previously known as a Casework Officer). However, they often spend a lot of time in meetings, so they may not always be available to take your call straight away. What’s in place to help: 

• more staff available to answer calls: We've increased the number of people who take initial calls. They may be able to answer some of your questions
• phone Surgery Appointments: In most cases, you’ll want to speak directly with your EHCP Co-ordinator for an update: to manage this fairly, we’re running a phone surgery appointment system. 

How Phone Surgery appointments work:

• EHCP Co-ordinators have time in their diary saved each week for Phone Surgery appointments
• you can call your child’s allocated team, and a member of the team will check the phone surgery slots available
• you’ll be offered a 15-minute phone appointment at a time that suits you
• the appointment will be booked directly into the EHCP Co-ordinator’s calendar
• you’ll know exactly when to expect a call back

If you're repeatedly having difficulty reaching your EHCP Co-ordinator, you can escalate your concerns by contacting their manager.

Throughout the summer, we are making some changes to the structure of our SEND Services team to improve the way we manage the EHCP process.

Read more about changes being made to the SEND Services team here: 

• SEND Services Team Restructure

If you’re not hearing back from your EHCP Coordinator you can contact your Area Team using the contact details provided further up on this page. 

If you’re still not getting a response, you can contact the Assistant Director for All Age Disability, Daniela Carson:

• email: dcarson@worcestershire.gov.uk

Provide your child’s name, age and post code. 

If you’d like to make a complaint, you can find information about the complaints procedure here: I’m not happy with SEND Services.