Levels of support on offer

SEND Advice Surrey offer four levels of support depending on the level of need of those accessing the service.

Level One Support

Service user need

Information and advice about SEND matters, such as:

  • The legal framework
  • Local SEND processes and procedures
  • Support groups
  • Particular special educational needs or disabilities
  • Funding arrangements
  • Local services
  • Web-based resources
  • National organisations

Support we offer

Phone or email support – tailored to the particular circumstances of the service user. Please note, that the provision of general information about the service e.g. as part of training, distribution of service leaflets, visits to IASS website are not included.  

Outcome for service users

Service users confirms that their information and advice needs have been met. And/ or service user is signposted elsewhere. The service user feels confident to access further information and advice and/ or to pursue matters independently or with support from other agencies or services.

Outcome for the service

Typically, less than two hours of service time as part of a single intervention.

Intervention logged. No further intervention planned. Intervention is either closed or made inactive. Service users are asked to rate responses to Evaluation Questions 1, 2 and 3.

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Level Two Support

Service user need:

Any of all of Level 1 plus:

  • Help to understand or complete documentation
  • Support in communicating with school, the LA, other services etc.
  • Detailed and personalised guidance on following SEND or exclusion procedures
  • Assistance in accessing services  

Support we offer

Any of all of Level 1 plus:

  • Phone or email support over a period of time
  • Research and provision of specialised advice and information
  • Home visit by IASS or office visit by service user
  • Provision of support at/ for meeting
  • Liaison with other agencies

Outcome for service users

Service user confirms that their information and advice and support needs have been met. Service user feels confident to continue without further support from IASS or with support from other agencies or services.

Outcome for the service

Typically, between two hours to two days of service time within a six month period.

Individual case record opened/ maintained. Intervention agreed and recorded, Following the intervention the case record is made inactive or closed. Service user is asked to rate Evaluation Questions 1 to 6.

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Level Three Support

Service user need

Any or all of Levels 1 and 2 plus:

  • Detailed and continuing assistance and guidance with statutory processes.
  • Complex, multi-agency needs
  • Assistance in overcoming serious breakdown in communications with school/ LA/ other services
  • Requires intensive support due to personal circumstances (e.g. low literacy levels, learning or sensory difficulties, English as a second language)  

Support we offer

Any or all of Levels 1 and 2 plus:

  • Provision of support at / for a series of meetings over a period of months
  • Ongoing support and guidance through statutory processes (ECH needs assessment, disagreement resolution, mediation etc.)
  • Assistance with preparation for an exclusion appeal and support at the appeal meeting
  • IASS undertakes key working role with other agencies  

Outcome for service users

Service user confirms that support has enabled them to participate in processes.

Outcome for the service

Typically, more than two days intervention in any six-month period. Individual case record maintained. After six months the record remains active if further intervention is planned. Otherwise the record becomes inactive (if further intervention is likely but has not been requested) or closed.Service user is asked to rate Evaluation Questions 1 to 6.

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Level Four Support

Service user need

Any or all of Levels 1, 2 and 3 plus:

Detailed and continuing assistance and detailed guidance with preparation and support during:

  • First Tier Tribunal (SEND) including DDA complaints to Tribunal  
  • Complaints to Ombudsman
  • Judicial Review
  • Disputes about Child Protection

Support we offer

Any or all of Levels 1, 2 and 3 plus:

  • Provision of intensive support for the service user(s) during the legal processes. This may include assistance with preparation for the legal process and support at, for example, a Tribunal hearing.

Outcome for service users

Service user confirms that support has enabled them to participate in processes.

Outcome for the service

Typically, more than three days intervention in any six-month period. Individual case record maintained. After six months the record remains active if further intervention is planned. Otherwise the record becomes inactive (if further intervention is likely but has not been requested) or closed.Service user is asked to rate Evaluation Questions 1 to 6.

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