SEND Enquiries Hub video transcript
Transcript for the video on Contact the SEND Enquiries Hub webpage.
[The video starts in an office. Matthew Bates the SEND Enquiries Hub Manager is standing in front of staff working at their computers.]
[Caption: Matthew Bates - SEND Enquiries Hub Manager - transcript captions are shown throughout]
[Interviewer off the screen: Tell us what the SEND Enquiries Hub is?]
Matthew answers:
"So the SEND Enquiries Hub was set up a couple of years ago to support parents, carers and young people with all aspects of SEN."
[The screen changes to show someone scrolling through the Contact the SEND Enquiries Hub as Matthew is talking]
"We cover really everything you can think of, from going through an EHCP process, through to placements in schools and also general information around SEN and the support mechanisms around SEN right across Kent."
[Interviewer: What kind of support can you offer families and children?]
[The camera now pans across the office to show five workers at their desks, as Matthew answers the question]
Matthew:
"Well we are here to support you with pretty much any aspect of SEN and that covers right from your initial process of getting involved in an EHCP or an alternative to that, or we can also support you with looking at the possibilities of where your placement may be. How to get in touch with your office and we're also there to give a really good idea about what's available in your locality, a signposting service right throughout Kent."
[Interviewer: Why was it important to create a dedicated service like this?]
[The camera shows the back of a female member of staff working on her computer, and focuses back to Matthew when he answers]
Matthew:
"Well it was important because there was a communication need to support the parents and be there for them, to provide a better service to people right across Kent and give them that support mechanism to be bale to find out what is happening with your particular care, what is happening in your area around SEN and what we can do to support you.
[The screen changes to show someone scrolling through the Contact the SEND Enquiries Hub as Matthew is talking]
"People are able to come into the SEN Hub via a telephone service, or via a online form. Any questions you've got there's no such thing as a silly question, come through to us an we'll be able to support you and signpost you in the right direction.
[The camera shows a same female member of staff from earlier talking on the phone via a headset. She is smiling and appears friendly and calm as she is working on her computer, and focuses back to Matthew as he's still answering the question]
"It is a really friendly service, we're able to support you and it's about being the mechanism that will move your case forward, rather than it being something that you're perhaps fearing or dreading."
[In the top right of the screen, text shows 'Contact the SEND Enquiries Hub online or call 03000 41 99 94 - Monday to Friday, 9am to 5pm]
"In juts two years we've had over 24,000 enquiries, so it is a busy aspect but we do make sure that from the hub you do get a contact back from us within 48 hours. You're able to come back into the hub as many times as you want, and we will be there to support you if you're having difficulties, so the communication with another team , or if its just something like 'I want to find out what's available in my locality'"
[The screen changes to a view of a call coming into the SEND Enquiries Hub on a computer as Matthew speaks]
"The phone lines are open Monday to Friday, from 9 to 5 and outside of that you're able to use the online form anytime you wish.
[Interview: What's the one thing you'd want parents of children with SEND to take away from this video? What's the one message you'd like them to take away?]
Matthew:
"I think, I think the biggest message is if you're not sure or you definitely need some support get in touch with us, you know, we are here to provide a service for you and we can help you through your journey within SEN."
[The camera now returns back to the office, where workers are on their computers supporting residents, as Matthew continues to answer the question. Throughout this question Matthew appears off and on the screen]
"As I said previously, we do offer quite a wide variety of services and we are there to pretty much be able to guide you along , no matter what your enquiry is, and that same posting service is absolutely free. And I'm pretty hopeful that going forward, we'll be able to reach out to more people in the community and take even more enquiries."
[Screen turns to whie with text showing 'You can contact the SEND Enquiries Hub on 03000 41 99 94 (Monday to Friday, 9 to 5) or visit www.kent.gov.uk and search for SEND Enquiries Hub'. Logos showing the Kent Local Offer, NHS Kent and Medway and Kent County Council logo]