Education Health and Care Hub

Last updated: 2 November 2022

Question 1

I often get a “you have new information” email, but receive no guide as to what has been updated. Can anything be done about this?

Answer:

All the email notifications from the EHC Hub can be configured with specific messaging.  Due to data security, the child’s/young person’s details cannot be given, but it is possible to add information around specific stages.  For example, when a decision has been made to assess or not, rather than say “you have new information”, it could say something like “a decision on whether to assess a child or young person has been made on a case that you are associated with – CASE ID”.

Question 2

If a child is dual registered or visits two schools, it would be beneficial for both schools to have an opportunity to add to the plan before the assessment process begins. Is it possible to do this?

Answer:

When a plan is in draft only the person who started it can see it. It is possible for two SENCOs to see the plan at the setting stage, but only one can request a plan.

Question 3

Can the Hub have an auto save function?

Answer:

Unfortunately, auto save is not currently possible.  The Hub does automatically log a user out after 30 mins of non-activity, or if you lose your internet connection.  This is a security measure in line with best practice guidelines.  Saving regularly is always encouraged.  Please also ensure that the EHC Hub is not being accessed via Internet Explorer browser as this is not supported.  It is recommend accessing the Hub via Microsoft Edge, Google Chrome of Firefox.  Some display screen measures have been introduced as a prompt, such as a floating save button on the screen, to encourage the saving of work.  This is part of the on-going parent/carer focused work that Idox is undertaking.

Question 4

Why was SALT (Speech and Language Therapy) information not visible to me even though the professional had filled in her information?

Answer:

At the Assessment stage, other professional’s advice is not visible to you until you have completed and submitted your own advice.

Question 5

When issues are reported to the IDOX Help Desk, they seem to be prioritised as a low priority and an issue like an outage can have a big impact.  Why is this?

Answer:

The messages are automated and it is not that IDOX feel that the issue is a low priority.  The standard response time for a Level 1 priority is 12 hours, but IDOX is only aware of one outage to date and this was resolved within 20 minutes.

IDOX has the facility to put a bespoke message on the Hub screen when requested to do so, e.g., to explain that there is an outage.  The Local Authority will make use of this function moving forwards and ensure that the page is updated to reflect

Question 6

The Hub seems to work well with general annual reviews when plans do not require significant changes. If they do require significant changes, we have had to complete it on the Hub and also make changes like we used to on the original EHC Plan Word document too and upload that also. Is there anything that can be done regarding this?

Answer:

Due to the Local Authority uploading the outcomes only onto the Hub, for existing EHCPs, the first annual review completed through the Hub will look different. Guidance was sent to schools during the summer term to outline that any changes to need, still needed to be made on the Word document of the plan as before. The Outcomes can be reviewed in the Hub as well as professional contributions, along with parent/carer and young person contributions also being captured this way. The needs section from the previous Word document plan, along with any additional evidence can then be uploaded at the meeting report stage on the EHC Hub. Any subsequent reviews will then contain all information required and can solely be completed through the EHC Hub.

Children, young people, parents and carers will always be able to submit their view either online directly into the hub, or via a paper-based system that the education setting operate. The Education Setting will be responsible for uploading any views at the annual review meeting report stage on the EHC Hub.

Question 7

You cannot add professionals easily and it would be helpful to be able to link people onto it via email, instead of having to search for people. Is it possible to do this?

Answer:

Professionals can be added either by identifying the team, the education setting or the named professional. All three are an option. You can start typing their name into the bar, and it will begin to filter out names as you type.

If a professional is not already registered with the Hub, please contact EHCHUB@nelincs.gov.uk and the team can arrange for the professional to be added and registered. There is an extensive list of education, health and social care professionals already added onto the hub, which will continue to grow as the EHC Hub is used more widely.

Question 8

I am SENCO and have recently completed an annual review. If a child has achieved an outcome on the Education, Health and Care Plan but I need to add more than one new outcome, how is this done? It will only let me replace existing ones with a new one but not add more.

Answer:

We are advising that the new outcomes are completed on a word document, in the similar style to how they are in the Hub and then uploaded at annual review report stage, so that co-ordinators can copy and paste over into a new draft plan.

In addition, there is the option of adding information to the free text box, which will feed through to the case co-ordinators.

Question 9

How is a re-assessment, particularly an emergency one, captured on the Hub?

Answer:

The Hub does not make the distinction that it is an emergency re-assessment. Parents can request a re-assessment at a review meeting and if the local authority agrees to it, then the same timescales as an assessment applies, minus the initial 6 weeks where a decision to assess or not is made.

Question 10

When arranging a review and we need to add another invitee, all previous inputted information is deleted and must be added again thus causing unnecessary work. Is there a way that we can add tutors etc to the invitation list?

Answer:

Tutors can be added as users to the system under ‘Professionals’. The easiest way to move this forward is to have a list of teachers/tutors and their e-mail addresses, which we can then get uploaded into the system as users.

Question 11

Lots of the health professionals are not on the mailing list and have to be added as ‘Parents’, as there seems to be no other way that they can be added. Is this the case?

Answer:

You should not be adding them as parents as this does not give them access to the right sections of the plan in order to make their contribution. You can advise which health professionals you do not feel are on the Hub, as our Designated Clinical Officer for SEND has worked extensively with our local health teams to ensure that they are set up, registered and trained on the Hub and we can add any that you feel are missing.

Question 12

Social Services can be difficult to add as social workers are changing cases constantly and we cannot add a team email. Contacting individuals does not seem to be working. How can we overcome this issue?

Answer:

There is a group to add titled ‘Social Care Annual Reviews’ and this team should be added and invited to contribute. This is then triaged and allocated to a worker who is able to review this section.

Question 13

At times, the child/young person’s details are incomplete e.g., does not state whether they are a Looked After Child, who has parental responsibility, or the preferred language etc.  How can the details be checked and corrected?

Answer:

Details can be checked and corrected at annual review, or by the EHCP Co-Ordinator.

Question 14

There are only two role designations on the Hub (SENCO and Headteacher) and people who do not have these roles are nevertheless listed as one or the other. For example, the SENCO Admin. is listed as SENCO and so receives emails regarding consultations etc that may not necessarily involve SENCO Admin. Why is this the case?

Answer:

Currently, IDOX offer a set number of user access rights. This may change as the system evolves. However, these are the current users to the Hub, enabling the right level of access.  Any administration staff would need to have SENCO user access in order to be able to complete any function around annual reviews.

Question 15

To progress a report to the meeting stage, I often must add myself as an invitee and then request information from myself followed by closing the request to myself. Is this the process?

Answer:

This is the process that you would need to follow in order to make a contribution to evaluating the outcomes and needs ahead of the annual review.

Question 16

Where should new outcomes for learners be put? At present there does not seem to be a facility to add new outcomes under each designation.

Answer:

This may depend on whether you are referring to Education, Health & Care Plans, where the full plan is in the system, or where the Education, Health & Care Plan has been uploaded. If a full plan is in the system, you are able to add additional outcomes under each section.  Where the plan is uploaded and for the first time you complete a review only, they would need updating on the paper format we have used and transferred into the new plan by the EHCP Co-Ordinator.

Question 17

We seem to be unable to access views from other professionals that have been put onto the Hub prior to reviews, so that the information can, if needed, be used to inform the actual Education, Health & Care Plan review meeting, if those professionals are not attending. Is this correct?

Answer:

The professionals’ commentary pulls through to the relevant sections of the plan that they have evaluated/commented on.

Question 18

Once a consultation has been replied to, can that case no longer be accessed on the Hub?

Answer:

If you have responded with no, you would not need to.  If you had said yes, once the consultation is confirmed you can see it, or alternatively EHCP Co-Ordinators can add you on as a setting so that you can jointly see it.

Question 19

Many parents/carers are not accessing the Hub, either because they missed the initial email giving information on how to do this or they are not able, for one reason or another, to create accounts.  What can we do to encourage them to access the Hub?

Answer:

All of this information is available on our SEND Local Offer website, which we encourage you to refer parents/carers to. This has a parent guide as well as a short video on how to register and some FAQs.  Whatever communications you used before to invite and communicate with parents does not necessarily need to change, it is just the method that this is being captured in that is evolving. This will naturally get easier as more parents use the Hub. Pre-Hub, schools telephoned and communicated with parents in a range of ways. This does not need to change and we cannot force all parents/carers to use the Hub either, just include it as part of your communication about providing their view.

Question 20

I would like to query if there is a way of seeing how many cases and which cases have been allocated to each member of the team? That would make easier the allocation to me as I am currently struggling on how many cases each member of the team has under their workload.

Answer:

Idox are looking at changes to the screen. However, there is a quick export already available in the reports area, which will show which cases are with each individual and the timescales.

Question 21

I would like to know if we can get a report produced from the HUB that shows outstanding advice from Social Care and from who (allocated worker), how many we have completed in a month and can social workers still have access when they have completed their advice?

Answer:

This links into the previous question and the export can be used for this also.

Question 22

How to remove from my open cases list the annual reviews that have been completed?

Answer:

The system should take care of this once the grace period (60 days) has passed. The 60 days grace period can be shortened/changed by NELC if required.

Question 23

What can I do when asked to contribute to the EHC hub for the Annual Review but am unable to do as the access is not activated?

Answer:

The SENDCo should invite you at the meeting and then arrange the next stage. If there is a specific example, Idox will be happy to follow it through.

Question 24

Is there a way for the Hub to notify me once my access to contribute has been activated rather than me having to keep checking back in?

Answer:

Two invites should come through to you, one to invite you to the meeting and the other invite to ask for your views. The SENDCo needs to send both invites to you.

Question 25

There had been an issue when an invite for the Annual Review was not received.

Answer:

The system will always send out an invite, if the SENDCo has issued it. There can be times when it ends up in the person’s junk folder. However, Idox will be happy to follow a specific example.

Question 26

Is there a way of reporting issues about the Hub?

Answer:

A form has been developed for the Local Offer website, so that technical issues can be recorded.  Go to the EHC Hub Enquiry Form.

Question 27

Will there be a feature whereby if a child is dual registered, both settings can add evidence prior to submitting the request?

Answer:

Currently, a draft request for assessment can only be owned by one individual. The information can be downloaded and shared when in draft. Once the request is submitted, both SENDCos/Settings can add information before the decision is made.

Question 28

It would be really helpful if more than one person could contribute to the EHC whilst in draft stage, particularly for children in alternative provision.

Answer:

If this question relates to the EHCP, there is no opportunity for the SENDCo to contribute to the EHCP at the draft stage but can respond to a consultation. The only people that can comment are parents/carers and young people.

Question 29

If a child has transferred from a different setting e.g., private nursery etc with an Education, Health and Care Assessment Request (EHCAR) that has been refused the case is then closed and the receiving school cannot access the EHCAR that has been submitted or actions from LEA as to why it was refused.

Answer:

As long as the setting is still attached to the case, the information will still be available to the SENDCo and headteacher. When searching for cases, closed cases need to be included in the search criteria. If the person is not the original setting, the case co-ordinator can provide access by adding them to the case side bar.

Question 30

We at times struggle to start a review and book in meetings on the HUB because the EHC is still in draft, and not been shared. Do we just send all the information from the review the old way on Move it when we have completed the review?

Answer:

This is not an issue that Idox would be able to resolve, as an Annual Review cannot be started while the EHCP is in draft and the issue is not unique to North East Lincolnshire. An EHCP must be finalised on the EHC Hub before a review of it can be started.