Education - special educational needs - frequently asked questions

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Applying for transport & operator queries

Who is entitled to school transport and who will be paying for it?

The Central Special Educational Needs (SEN) Services Team in the Department for Children and Education is responsible for deciding if pupils with Special Educational Needs are entitled to transport provision.

Generally transport will be provided when:

The pupil is attending his or her local school, or the school considered by the County Council to be the most appropriate, and the walking distance between home and school is at least two miles for pupils under the age of eight, and three miles for pupils aged eight and over.

Any transport provided for pupils of compulsory school age who fulfil the above criteria will usually be free of charge.

However, if students continue in education after reaching the age of sixteen years, the County Council will usually provide transport if they attend their nearest appropriate school or designated college and live at least three miles away. Any transport provided for these students will not automatically be free and parents may be expected to make a financial contribution towards the cost.

We are moving house, is my child still entitled to free school transport

Any change of address should be notified to the Central SEN Services Team so that transport can be assessed for eligibility. Should transport be approved, notification will be sent to the Passenger Transport Unit. Parents must give at least one week’s notice in order for transport to be arranged.

Who is the operator?

Please contact the Passenger Transport Unit on 01225 713399/713206 for this information.

Are drivers CRB cleared?

Yes. All drivers working for Wiltshire County Council on special needs transport contracts are CRB (Criminal Records Bureau) cleared.

I am not happy with the current transport operator, can I change operators?

Transport operators are awarded contracts based on their ability to carry out the operation to the standard and specification that is set out at the start of the contract. If you feel that the operator is not providing a satisfactory service, please email the Passenger Transport Unit or call on 01225 713399/713206 who will be pleased to help assist you with your query.

Transport arrangements

Who arranges the transport?

The Passenger Transport Unit and Central SEN Services Team work together to arrange transport for children with special needs. The Central SEN Services Team assesses whether your child is entitled to transport and will complete the necessary form and forward it to the Passenger Transport Unit in order that the appropriate transport can be arranged. This information will be sent to Passenger Assistants and sometimes contractors so that they have all the necessary information to safely transport your child.

The Passenger Transport Unit is responsible for overseeing the day to day transport. They will contact you to notify you of your child’s transport arrangements. You should contact them if you have any concerns about the transport. The Passenger Transport Unit is responsible for the employment of school Passenger Assistants. You should contact them if you have any concerns about your child’s Passenger Assistant. The Passenger Transport Unit is also responsible for planning and co-ordinating the routes and ensuring that resources are used effectively. If a child has physical difficulties it may be necessary for them to be assessed by a member of the Passenger Transport Unit, prior to travelling, in order to establish their seating arrangements.

What happens on the first day?

The Passenger Transport Unit will have written to you advising you to contact the company contracted to pick up your child. They will be best placed to give you approximate timings. It would be helpful if you could have your child ready before this, as it may take a while for times to be established. Passenger Assistants are given information about the children and their specific needs by the Passenger Transport Unit, but you should ensure that the Passenger Assistant is fully aware of your child’s medical condition, any behaviour issues and how best to deal with problems.

Will Passenger Assistants be provided?

Passenger Assistants are provided for children when it has been identified that there would be a significant risk if the child travelled to and from school unaccompanied by an adult, other than the driver. This would usually be if the child has severe or behavioural needs. The need for a Passenger Assistant will be periodically reviewed. All Passenger Assistants and drivers are checked by the police and are issued with identification badges. If they do not have this identification, and parents wish to validate their identity, they should e-mail the Passenger Transport Unit or call on 01225 713399/713206.

The Passenger Transport Unit tries to maintain continuity of Passenger Assistants but sometimes it is necessary to arrange relief Passenger Assistants at short notice. Parents should ensure that relief Passenger Assistants are aware of the child’s medical condition and needs. Relief Passenger Assistants may not be trained to administer emergency medication and in these circumstances are instructed to dial 999 (Emergency Services).

Where will my child be picked up?

If your child has a home pick-up you should take your child out to the vehicle when it arrives, as Passenger Assistants are instructed not to leave children unattended on vehicles. Pupils may be asked to make their way to a pick-up point to meet the transport. Children can be expected to walk up to one and a half miles to a pick-up point, unless they have physical difficulties which mean that they are unable to walk this distance. Parents are responsible for the child’s safety between home and the pick up point.

What time will my child be picked up?

You should ensure that your child is ready, or at the pick-up point, before the notified time, as operators are instructed not to wait for more than three minutes beyond the stated pick-up time. If the vehicle has to leave without a child, transport to school becomes a parental responsibility.

If your child’s transport does not arrive, you should either e-mail the Passenger Transport Unit or call on 01225 713399/713206. They will find out the cause of the delay and may arrange for an alternative vehicle to be sent out, if appropriate.

Can I alter my child’s pick-up/return times?

The Passenger Transport Unit is responsible for allocating children to contracts; however, it is the responsibility of the operator to plan each journey to ensure pupils arrive and depart on time.

Every effort is made to keep the journey times to a minimum. However, sometimes the distances travelled to special schools mean that children may have longer journeys. Transport routes are organised to keep costs to a minimum and consequently your child may not necessarily travel to school by the most direct route.

It, therefore, maybe possible to alter times, and each individual request will be looked at separately and then an informed decision will be made as to whether it is possible to alter your child’s times.

Are there alternative pick-up points?

If parents require the child to be collected from, or returned to, an alternative address, this request should be made in writing to the Passenger Transport Unit, giving no less than five working days notice. The Council will try to meet these requests, but can only do so if no additional cost is involved.

The Department for Children & Education is only obliged to provide home to school transport and therefore transport to respite placements should therefore be arranged through Social Services. The Department for Children & Education may provide transport to respite placements in cases where no additional expenditure is incurred.

How long is the journey?

Every effort is made to keep the journey times to a minimum. However, sometimes the distances travelled to special schools mean that children may have longer journeys. Transport routes are organised to keep costs to a minimum and therefore your child may not necessarily travel to school by the most direct route.

When should I meet my child on the return journey?

Children should be met from the vehicle to enable Passenger Assistants to stay on board with the other children. You will be notified of the return time in advance and you should be at home in time to receive your child. If a child is to be left with someone else, e.g. a next door neighbour, or an older brother or sister, you should give written permission to the Passenger Transport Unit for this to happen.

Passenger Assistants are instructed not to leave children unattended, or in the care of anybody but the parents without written authorisation. If parents are not at home to receive their children, the driver and Passenger Assistant are advised to complete the route and then try again. If at this stage the parents have not returned, arrangements will be made for the child to be taken into the care of Social Services.

What do I do if my child is absent from school?

If your child is not able to attend school you should endeavour to either email the Passenger Transport Unit or call on 01225 713399/713206, or the operator in advance. If your child has been off sick you should again contact the Passenger Transport Unit, or the operator, when you require the transport to recommence.

What is the procedure during adverse weather conditions?

At the start of the day: All Wiltshire school closures will be notified by the radio station Wiltshire Sound on 104.3 FM; alternatively parents can either ring the school direct or look at the school's own website on the Schools Directory for further information.

Should a school close part-way through the day it is the schools responsibility to contact all parents to arrange the early return of school pupils. Transport operators will then run their normal service early for all pupils whose parents/guardians are there to greet them. For pupils whose parents cannot be contacted, arrangements will be made to keep them at school until the end of the day, at which point they will transported home as normal.

Other than this, drivers will be expected to use their discretion as to whether a road is passable or not. Parents, Guardians and teachers can help operators by advising them of adverse weather conditions in their locality.

Drivers may choose to abandon a journey if driving conditions are deteriorating. In these circumstances, the children will be returned home. If the driver takes the decision to cancel the journey to school then they will have no responsibility for conveying the child home should the child access the school by some other means.

What happens in the event of an accident or breakdown?

In the event of a breakdown, accident or the vehicle becoming immobilised, passengers will be instructed to stay in the vehicle until alternative transport can be organised. If the circumstances are deemed dangerous, children will be guided in an orderly manner by the driver or Passenger Assistant to a place of safety.

Drivers and Passenger Assistants will have access to a mobile phone or radio so that they can endeavour to maintain contact with their base, the school they serve and the Passenger Transport Unit.

Are changes ever made to the transport routes?

The Council has a responsibility to review transport networks periodically in order to ensure that they remain efficient and cost effective. It will, therefore, sometimes be necessary to alter your child’s transport arrangements. Your views will be taken into account when making these changes.

Can friends or parents travel on school transport?

It is possible for friends to travel home with your child providing there is room on the transport. You should email your request to the Passenger Transport Unit or call on 01225 713399/713206. Parents would not normally be allowed to travel on school transport unless there was a specific problem with their child or no other children were travelling. However, parents can apply to become an official Passenger Assistant. For more information please click Passenger Assistant Vacancy link or call on 01225 713358.

Code of conduct and safety issues

What is expected of my child?

A certain standard of behaviour is expected of children whilst travelling on school transport. If children are badly behaved, causing a disruption or jeopardising the safety of the passengers and other road users, the Council has the right to ban them from transport, either temporarily or permanently. Transport to school then becomes the responsibility of the parents. The cost of repair for any deliberate damage caused to the vehicle by pupils will be recovered by the contractor from the parents.

Eating and drinking on transport

Please be aware that eating and drinking is not usually allowed on school transport vehicles. It would be appreciated if you could avoid sending your child on to the vehicle with food. Exceptions to this rule are children with diabetes and other such medical conditions which mean that they must eat regularly.

Can equipment be carried on transport?

Additional equipment and baggage will only be carried if there is room and it can be safely stored or secured. If your child has a lot of bags/equipment please do not expect the Passenger Assistant to carry it all.

Is it possible for my child to carry medication on board transport?

Medication may be carried on the vehicle if it is in a sealed container or bag clearly labelled with your child's name. The Passenger Assistant will keep the medication safe during the journey and hand it to an adult on arrival. The driver and Passenger Assistant will not be expected to administer drugs to passengers.

Is there any safety information issued to those who travel on school transport?

The Passenger Transport Unit produces a leaflet entitled “School Transport Guide - Special Educational Needs”. This leaflet contains information about timings, alterations, safety and behaviour, and it produced to ensure your child has a safe and pleasant journey. If you haven’t already received a leaflet, please email the Transport Support and Training Team or call on 01225 713253 and someone will arrange to send a leaflet as soon as possible.

Complaints and further information

The transport is always late

At the start of each school year or when a pupil joins transport, each parent/guardian will be given pick-up and return times. The first few journeys of each new contract will allow a “settling-in” period, i.e. the original pick-up time may be altered to take into consideration a longer journey time caused by road-works or road diversion. After this period pick-up times should remain more or less the same unless there are extenuating circumstances to say otherwise.

Therefore, if the transport continues to arrive late, and not at the agreed time, you must either email the Passenger Transport Unit or call on 01225 713399/713206  who will be pleased to assist. An investigation will pursue which should ensure the transport runs to time.

The transport has not turned up, what should I do?

Assess the situation: what time was the transport due and what time is it now; how long has it been since the transport should have arrived; does this happen often; are there extreme weather conditions; is it a Teacher Training day today? If you feel that the transport is definitely not coming please either email the Passenger Transport Unit or call on 01225 713399/713206 for assistance.

My child has left something on the transport, how can I retrieve it?

Please ring the operator direct. If you cannot find their phone number, please either email the Passenger Transport Unit or call on 01225 713399/713206 and we will do our best to help (please note that it may take a few days for your property to be recovered and that you may have to go to the company’s office to collect it. A small administration fee may also be charged by the operator).

My child is being bullied on transport, what can be done about this?

If you suspect that your child is be being bullied whilst travelling to or from school report the matter to the school and to the Transport Support and Training Team on 0800 9159910, who will contact the school, request a drivers report and CCTV evidence if available. The Transport Support and Training Team will then fully investigate the issues raised.

My child becomes unsettled when on transport, what can be done about this?

In the first instance, please either email the Passenger Transport Unit or call on 01225 713399/713206 who will be pleased to assist you. The Passenger Transport Unit will normally carry out an investigation which will involve speaking to the Passenger Assistant, the driver and, if deemed necessary, a member of staff from the Passenger Transport Unit will travel on the transport after which it is hoped that the situation could be rectified.

I am concerned with the safety of my child’s transport

Contact the Transport Support and Training Team on 0800 9159910 and give details of your child’s transport with your specific concerns. Depending on the concerns raised, the Transport Support and Training Team will then implement a full investigation and take any necessary action to ensure that the complaint is resolved in the shortest possible time.

When should I contact the Central SEN Services Team?

You should contact the Central SEN Services Team if:

  • You have a query with your child’s statement or school placement.
  • You change address. Entitlement to transport is determined by where you live. If you move you may no longer be entitled to transport.

When should I contact the Passenger Transport Unit?

  • You want to change pick-up or drop-off points. The Authority can consider taking the child to an alternative address if there is no extra cost involved.
  • You have a complaint about how the service is run.
  • The transport has not arrived twenty minutes after the notified time.
  • You want to confirm the identity of a Passenger Assistant.
  • You wish to discuss your child’s medical needs, or inform us if your child’s medical needs change. This is very important for your child’s health and safety.
  • You have any queries, concerns or complaints about the Passenger assistant provision.

Who can I contact for further information?

In the first instance please either email the Passenger Transport Unit or call on 01225 713399/713206.

Contact Details

By Post

Passenger Transport Unit
Wiltshire County Council
County Hall
Bythesea Road
Trowbridge
Wiltshire
BA14 8JD

By Email

passengertransport@wiltshire.gov.uk

By Telephone

01225 713399/713206

By Fax

01225 713565

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