The SEND Operations Team is responsible for all statutory duties relating to education, health and care plans (EHCP) across Devon. This includes EHC needs assessments, decisions in relation to EHCP reviews, mediations and tribunals.
How the SEND Operations Team is organised
The SEND Operations Team is now organised into locality teams across Devon. The teams are each led by a service lead who oversee teams made up of EHCP coordinators, EHCP partners, senior EHC partners and team leads.
The locality areas are:
- North and Mid Devon
- Exeter and East Devon
- South and West Devon
As well as working with families, EHCP partners will be working alongside education settings, inclusion partners and other professionals who are also based within that locality area.
When the SEND Operations Team will be involved
The SEND Operations Team is most involved at key points in the EHCP process, such as:
- EHCP assessments
- decisions relating to EHCPs following the submission of an EHCP review report
- following a decision to amend an EHCP
EHCP contacts: What families can expect
For most children and young people, contact will be made by the local area team at key points in the EHCP process, such as during an assessment, any decision made following the submission of an annual review report, when changes are being made to a plan following a decision to amend a plan and during a mediation or tribunal process.
An EHCP partner will be allocated to undertake work once a decision to assess has been made or a decision to amend an EHCP has been made.
Contacting the SEND Operations Team
- Email: educate.specialeducationcommunications-mailbox@devon.gov.uk
- Telephone: 01392 380434 – phone lines will be open 9 am to 5 pm, Monday to Friday
Enquiries will be directed to the appropriate team and you can expect a response within five working days.
Who this applies to
This information is relevant if your child or young person is involved in the EHCP process, including if they:
- have an EHCP
- are being assessed for an EHCP
- are having changes made to an EHCP
Some children and young people will always remain allocated to EHCP partners or senior EHCP partners and these are:
- children in care
- children missing education
- children educated other than at school (EOTAS)
- Children not in education or employment (NEET)
Roles
EHCP partners
EHCP partners are responsible for managing EHCP assessments and agreed changes to EHCPs through the EHCP review process.
They work with children and young people, their families, education settings and professionals to gather information, consider advice, and make sure statutory EHCP processes are completed.
EHCP coordinators
EHCP coordinators support the SEND Operations Team by coordinating communication that comes into the team and also support the administration and process of EHCP assessments and reviews.
They help make sure information is requested, received and shared at the right time. EHCP coordinators work closely with EHCP partners, schools and other professionals to support the smooth running of EHCP processes.
Changes to SEND Operations – frequently asked questions
From April 2026, Devon County Council’s SEND Operations will work in a new, more local way. The aim is to make the EHCP process clearer, more responsive and easier to navigate for children, young people and families.
- Why are they now called EHCP partners instead of caseworkers?
EHCP partners and EHCP coordinators are the staff who support children and young people when an EHC needs assessment is happening or when changes are being made to an EHCP. Their job is to help make sure the Council carries out its legal duties around assessments, annual reviews and plan decisions.
The term ‘partner’ is used because they work with families, schools and other services to support children through key stages of the EHCP process.
- Will I have one point of contact from the moment I request an EHC needs assessment? How will this work?
Not always. Families told us that having ‘one named person’ matters less than getting timely contact when something important is happening.
Under the new approach:
- when an EHC needs assessment is underway, you will be contacted by your local SEND Operations Team – an EHCP partner will work with you when we agree to undertake an EHC needs assessment
- all mediation and tribunal work will be supported by an EHCP partner.
- the team will also contact you when a change to an EHCP (an amendment) has been agreed
- children who are registered as electively home educated will be contacted by the SEND Operations Team to arrange the annual review
Some children and young people will always have a named EHCP partner and these are:
- children missing education
- children in care
- those with education otherwise than at school (EOTAS) arrangements
- What happens if I’m not getting an answer? How do I raise a concern?
We know this has been one of the biggest worries for families and the new model includes:
- daily locality hub meetings, where staff review all new requests to make sure work is picked up quickly
- a wider local team who can respond at key moments, instead of everything depending on one officer
- greater links with locality teams and schools to make sure that the support and advice is provided from the most appropriate place
- What about the five‑day contact commitment in the communication and relationship standard? Can I choose how you contact me?
If you contact the SEND Operations Team, they will respond within five working days.
You can also choose how you would like to be contacted. The team will use the method that works best for you – for example, phone or email – and will offer alternative options if the main phone line isn’t accessible for you.
After you speak with the team, they will send a short summary of the conversation and agreed next steps so you have the information in writing.
- If you refuse to assess or refuse to issue an EHCP, what happens next?
If this happens, the SEND Operations Team will:
- explain the decision clearly
- talk you through what happens next
- signpost you to advice or support services
- When is this starting, and what changes should I expect?
The new locality model will be in place from April 2026. Families may notice that:
- support will come from a local team, rather than a single officer working across the whole county
- communication feels more joined up with your child’s school or setting and teams at Devon County Council
You may hear from different members of the locality team and you will get quicker responses.