Recorded message tells parents of children arranging transport for children with special needs not to bother calling

Parents trying to arrange transport for their children with special educational needs are being greeted by a message not to call due to “exceptional demand”.

An automated response from a Derbyshire County Council phone line for special educational needs transport queries and requests, read out by computer software as opposed to a pre-recorded statement by a member of staff, currently tells callers: “Hello, this is specialised transport. 

“We are currently unable to take any calls due to exceptional demand therefore all enquiries regarding SEND home to school transport should be emailed to children’s services on sentransport@derbyshire.gov.uk.

“If you are an operator or educational setting and have a query about current transport arrangements please email specialisedtransport.services@derbyshire.gov.uk.

“We are experiencing a significant increase and sending an email will ensure you are in the queue to be contacted as soon as possible.

“Thank you for your understanding.”

Paula Williamson, from Glossop, whose two children, one of which has been diagnosed with autism, have been out of school for a year after their schools could not support their needs and due to a lack of alternative provision in the local area.

In response to the phone line message, she said: “This is another example of a barrier that you get when you are trying to help your child to get further in education.

“If I was receiving that message I would feel angry and frustrated that you can’t talk to an actual person.

“It is an added barrier but it doesn’t surprise me. It is just terrible.

“Transport is inevitable for any parent who needs support in this area in terms of accessing any enhanced resource. 

“This feels like another way to keep you quiet and then you lose your voice.

“You lose your ability to speak up for your child. It is just cruel. It makes you feel worthless, vulnerable and when you are trying your best to look after your children it is things like this that add up and affect your mental health.

“You are made to feel like a nuisance and that you are at the bottom of the pile.”

Cllr Amy Wheelton, who represents the Seales ward on South Derbyshire District Council, and whose constituents have raised the phone line issue, said: “As a district councillor, SEN issues do not fall in my remit, but I never turn away a resident as at the moment they contact you, the issue they have is the most important thing in their lives at that moment. 

“I am surprised and shocked at how many SEN issues I am contacted about and over the last two summers the inability often over six months to gain any form of response, get a phone answered and most shockingly these delays stop children attending the start of school often it seems due to administrative failures. 

“I do not know who is at fault whether it is a lack of government funding or the dire financial straits DCC are in, or both, I am sure the staff do their best, but something has to change.

“I hear about the stress parents and their families are put under, phones going months unanswered and this is simply wrong and unacceptable. 

“This urgently needs addressing at all levels and a far more open, transparent and accessible system is needed.”

A spokesperson for Derbyshire County Council said: “Our SEND transport team are taking calls from parents and carers on the main number which is 01629 536736. 

“The number that had the answerphone message on belonged to someone not working in this area, and the message has now been changed asking people to call the main number. 

“In our correspondence with parents and carers this year we have given the main number for the team.  

“But if anyone has called the number with the answerphone message we’d like to apologise for any inconvenience.”