A more local way of supporting families during the EHCP process

From April, the SEND Operations service is changing. A new locality model will be introduced to give families clearer, quicker and more joined-up support at key stages of the Education, Health and Care Plan process.

From April, the way our Special Educational Needs and Disabilities (SEND) Operations service works is changing.

A new locality model is being introduced so that families receive clearer, quicker and more joined‑up support at the key points of the Education, Health and Care Plan (EHCP) process.

Families tell us the process can still feel slow and confusing. The locality model aims to make support more responsive at the moments that matter most.

One of the biggest differences families should notice is how and when contact happens. Instead of relying on one named officer, a local team will work together during assessments and plan updates. This should mean information arrives sooner, with fewer delays and a clearer sense of next steps.

There will be three SEND Operations localities: North and Mid Devon, Exeter and East Devon, and South and West Devon.

Working more locally brings teams closer to schools and partner services, helping the service respond more quickly when a new assessment begins or a plan needs updating.

We will measure the impact of this change through the communication and relationship standards, which check whether families feel listened to, whether information is clear and whether support is timely. Feedback from families, including through the Four Cornerstones, continues to guide ongoing improvements.

Claire Merchant‑Jones, Head of SEND Operations at Devon County Council, said:

“We know the EHCP process has been frustrating for many families, and we have listened carefully to what parents and carers have been telling us. This change is about being more responsive at the moments that matter most – when an assessment is underway or when a plan is being updated. By working locally with schools and colleagues, we are creating a more joined‑up approach that will help us provide clearer and more timely support.”

Councillor Denise Bickley, Cabinet Member for SEND, said:

“I welcome the openness from families about the challenges they face, and we are determined to improve their experience.

This new locality model is part of our commitment to building a SEND system that better meets the needs of children and young people across Devon, and their families. It is one of many jigsaw pieces involved in the transformation of the service.

We know there is still more to do, and we will continue working closely with families as these changes take effect and begin to be felt.”