Customer Charter
Additional Educational Needs Service
We believe the pupils, students, parents, school and colleges of Oldham
have the right to receive a high quality Additional Educational Needs Service. This charter sets out
the standards we aim to achieve. It also tells you what to do it you want the Service to change or improve.
The Additional Education Needs Service comprises:
- The AEN Early Years Team
- The AEN Hearing Impairment Team
- The AEN Visual and Physical Impairment Team
- The AEN Quality and Effectiveness Support Team
Our
Mission
To enable all children and young people with additional educational
needs to achieve their potential through the provision of high quality assessment, advice and support
to pre school settings, schools, parents/carers, children and young people and thereby promote inclusion
for all pupils with additional educational needs.
Our Standards
Information and Communication
- We will provide access to accurate and up to date local and national information
relating to Additional Educational Needs legislation, research and practice.
- We will keep you informed about planned changes to the Service and responses to new initiatives
.
Response
Times
- We will respond promptly to all enquiries including written correspondence,
electronic mail and telephone communications.
- We will return telephone calls within forty-eight hours.
- We will acknowledge letters and e-mails within five working days.
- We will respond in full to your enquiry within five working days or advise you of progress.
Our
Staff
- We will provide you with a helpful and friendly service and will do all
that we can to ensure that your application/enquiry is dealt with as quickly and efficiently as possible.
- We are committed to continuous improvement and to achieving the highest standards of customer
care.
- We will continue to invest in the professional development of our staff (the AEN Service
has been awarded Investor in People status).
- We will ensure that all our staff receive cultural awareness training and child protection
training.
- We are committed to developing our skills, expertise and knowledge base in all areas of
AEN.
We will listen to your views
- We will encourage you to tell us what you think through surveys and comments
forms.
- We will welcome suggestions about how the service can be improved.
- We will publicise our complaints procedure (please contact us for further information),
and we will respond to your complaints.
We aim to give the
same quality of service that we would expect to receive. In return we ask you to treat our staff
with courtesy and respect.
How to contact us
If you would like to discuss any aspect of the service please contact
the relevant Service Manager or:
Head of Children with Additional and Complex Needs
Susan
Howe
Children, Young People and Families
PO Box 40
West
Street
Oldham OL1 1XJ
Telephone: 0161 770
4259
Fax: 0161 770 4277
email: susan.howe@oldham.gov.uk