SNAP CYMRU2019 -2020

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Contents

1. IntroductionPage 2

2. An overview of SNAP CymruPage 4

2.1 Charitable objectives 2.2 Mission statement 2.3 Social return on investment 2.4 Model of working 2.5 Volunteering 2.6 Child and young person’s participation 2.7 SNAP Cymru’s central management system 2.8 Staff and volunteer development and professional learning 2.9 Quality management 2.10 Links with other voluntary bodies 2.11 Funding and sustainability

3. Details of our activities April 2019 to March 2020 Page 11

3.1 Advocacy 3.2 Discrimination advice, Wales 3.3 Early Help – Social Services Swansea 3.4 Parent Partnership Service 3.5 Provision of information 3.6 Casework April 2018 – March 2019 3.7 Collaboration: policy, conferences and consultations 3.8 Education and training

4. Future Plans Page 24

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1. Introduction

This report provides an overview of the work SNAP Cymru, the details of theactivities undertaken for the period April 2019 to March 2020. In February theimpact of the Corona virus Covid19 became apparent and Wales was facing anunprecedented situation of a pandemic. SNAP Cymru was agile and ourinvestment in the IT infrastructure enabled the organisation to meet thechallenges that the pandemic brought with a level of confidence that we couldcontinue to provide our services albeit in a different way.

SNAP Cymru is a pan Wales charity that provides independent, specialist,educational advice for families and professionals. We have been providing highquality, independent information, advice, support and advocacy for families andprofessionals in Wales since 1986. We are the only specialist, independentlyquality assured organisation in Wales providing expert help with a range ofeducational issues including assessments, individual development plans,statements of special educational needs, bullying, school attendance andprovision, exclusions, health, social care provision and discrimination ineducation, SNAP Cymru works holistically with families and professionals usinga partnership and empowerment model, helping to build resilience in families.

During 2019/20 SNAP Cymru worked directly with 3,356 Children, Young Peopleand their families presenting over 5,000 cases with nearly 10,000 problems. Manymore thousands received information from our website and via social media. OurFacebook page engagement has increased. We have 6,000 followers and 5,700‘likes’, sharing both promotional ALN specific and emergency information suchas the recent pandemic contingency and information and advice resources forfamilies.

SNAP Cymru continues to be a resource for professionals including school staff,social services staff and health professional and the third sector who refer to andrecommend families and young people to contact SNAP Cymru.

We have successfully delivered contracts for information and advice on educationrelated matters; disability discrimination, independent parent partnership,disagreement resolution, mediation, appeal, tribunal, key-working and earlysupport working. These contracts have involved SNAP Cymru working in all LocalAuthorities across Wales.

We believe the work of SNAP Cymru has a positive impact on the education ofpeople in Wales, particularly children and young people with additional learningneeds and their families where the avoidance of disagreement and reduction ofanxiety and conflict supports better health and well-being. We work to build

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resilience by engaging families and supporting them to identify and broker services and support. SNAP Cymru are passionate about our Welsh language we support the Welsh Language strategy to achieve bilingual services for the increasing number of Welsh speakers

Further information and details of the work of SNAP Cymru is available from our Chief Executive Officer, Denise Inger who can be contacted via email denise.inger@snapcymru.org or through our website

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2. An overview of SNAP Cymru

This section of the report provides an overview of SNAP Cymru, our core purpose and the way are working.

SNAP Cymru is a pan Wales charity rooted in local communities across Wales, working with families for over 30 years, on issues related to disability, SEN, discrimination and additional learning needs. SNAP Cymru has extensive local knowledge of resources, policy and practice, legislation and national policy.

One of our strengths is our holistic and all-encompassing approach. We are able to represent under-represented groups whose voice is not always heard. This includes children and young people without a diagnosis and those with social, emotional and behavioural needs.

SNAP Cymru’s flexible staff and volunteers are able and willing to work collaboratively and quickly identifying and responding to current and emerging need and trends. The end of this year has seen an unprecedented situation in Wales due to the COVID-19 lockdown and closure of schools and SNAP Cymru has been able to react and adapt its working practices to continue to provide services.

By providing accurate and reliable information and advice SNAP Cymru continues to be a resource for professionals including school staff, social services staff, health professionals and the third sector.

We are proud of the added value we achieve through our appropriately experienced and expert volunteers who provide an additional 72% of the time of our employed casework workforce.

2.1 Charitable objectives

SNAP Cymru's Charitable Objects are to advance the education of people in Wales including those with special educational needs and those who are disabled.

• To provide or assist in providing information, advice and support to

enable children and young people and their parents or guardians to participate fully and equally in society.

• To assist parents and guardians in their understanding of relevant legislation and through this to facilitate their children’s contribution and involvement in life choices.

• To facilitate the partnership of young people, parents and professionals in decisions relating to education and inclusion

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2.2 Mission statement

SNAP Cymru will empower families, (parents, carers, children and young people), to have their voices heard within Educational, Health and Social Care and support them to work in partnership to influence policy and practice in the planning and delivery of services at both local and national level.

2.3 Social return on investment

SNAP Cymru continues to provide a positive social return on investment. We are proud of the added value we achieve through our appropriately experienced and expert volunteers who have continued to provide an additional 72% of the time of our employed workforce.

2.4 Our model of working

A partnership and empowerment model, helping to build resilience in families.

SNAP Cymru works holistically with families and professionals using a partnership and empowerment model, helping to build resilience in families. Our services aim to facilitate engagement and partnership working between all stakeholders, supporting co-production and seeking agreement and resolution, quickly and as early as possible where disagreement arises to avoid conflict.

We use a model of working that seeks to empower children and young people, parents and carers to engage with professionals in planning and decision making which affects them. The model encourages clear and timely communication, the building of positive relationships and seeks the best resolution possible within the context of the young person, family and the education setting, considering the health and wellbeing of the child or young person. We believe that well informed, confident young people and families can better engage with professionals and services able to help them seek solutions and avoid conflict, which helps to reduce stress and anxiety for children, families and the professionals involved. We help to broker available services to ensure that families can access the appropriate support at the right time to assist children and young people to reach their fullest potential.

SNAP Cymru provides a range of services in Welsh and English through staff and volunteers based at regional offices. Our services are designed to meet the needs of the ‘whole family’ and their educational context with an emphasis on accurate information, prevention and de-escalation in order to reduce the need for costly interventions.

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Our range of services include • a National Help Centre, website and social media platforms that

are freely accessible• casework as agreed with funders usually on a needs led basis.• an independent advocacy service• a formal Disagreement Resolution Service(DRS)• training on a range of topics related to children and families,

education and developmental and specific disabilities• independent investigations usually commissioned by local

authorities and schools

Our beneficiaries are children and young people, families of children and young people who have or may have additional needs, professionals working with children and young people, other third sector organisations, community groups and private sector employers.

We have an extensive training portfolio related to our specialist subject areas including ALN within education The training we provide contributes to our empowerment model as it helps to inform and empower participants by improving their knowledge, understanding and competencies.

We have successfully completed contracts for information and advice on education related matters; disability discrimination, independent parent partnership, formal disagreement resolution, training, mediation, key-working and early support within all Local Authorities across Wales.

2.5 Volunteering

Volunteering is core to the work of SNAP Cymru, it is fair to say that SNAP Cymru has been built on its volunteering. Our volunteers come from a variety of backgrounds with a range of skills and expertise as a consequence they undertake many different roles within our organisation to ensure we make best use of what they have to offer. Our volunteers support strategic planning, direct advice giving and casework, administration, social media and fundraising.

We view volunteering as a two way process, SNAP Cymru as an organisation gains from the knowledge, skills and competencies that volunteers bring to their role and volunteers are able to develop their skills through training and ‘on the job’ learning. All volunteers undergo a comprehensive induction appropriate to their role. This ensures they

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have a good understanding of how the charitable objectives are implemented in practice. There is a clear expectation that volunteers access further learning relevant to their role including accredited training.

We are proud our volunteering programme and value what they bring to the organisation. Formal volunteering adds significant value to our activities the ratio of expert volunteer to staff continues to be 72% of staff time.

2.6 Child and young person’s participation

SNAP Cymru is committed to the meaningful involvement of children and young people in the decisions that involve them and their future and we seek to improve and promote the engagement and full participation of children and young people. We ensure that we embed ‘The United Nations Convention on the Rights of the Child (UNCRC)’ in our work.

2.7 SNAP Cymru’s central management system

Communication Internal communication is of vital importance, staff and volunteers report they feel they are kept informed about the organisational direction and contingency. Communication between service areas is critical particularly with reference to the Helpline Advice Service to ensure information is current, but also to ensure all organisational messages are timely and joined up so staff are aware of the breadth of the SNAP Cymru services and to ensure service quality standards. SNAP Cymru has a robust communication process through its bespoke data and information data base system

Casework Management System(CMS) SNAP Cymru maintains a bespoke data and information data base system which we believe is unique in Wales. Our system allows SNAP Cymru to track individual cases and to identify trends and to provide evidence based feedback and information on a local authority and national basis. It also contains the information on Local Authority education services provided to SNAP be each LA. The information systems fully conform to GDPR.

Our Cloud based CMS ensure that our data and information can be accessed from anywhere at any time from any connected device. The casework management system has been continually updated and improved over 2019/20 to accommodate specific internal and external changes including Data protection and consent rules changes. The database is continually

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refined to accommodate new projects and provide improved reporting of data for instance the addition of project specific distanced travels tools for the Early Help project in Swansea and file reviewing tools to meet the Legal Service Specialist Quality (SQM) requirements.

The cloud CMS has brought strength and flexibility to our services and has meant that we could keep working without being adversely affected due to unforeseen occurrences like the current Covid19 pandemic. SNAP Cymru proved to be agile and prepared, we were able to migrate to remote working and maintain our services albeit in a different way.

SNAP Cymru’s information and data, in particular the ‘personal and sensitive data and special category data’ relating to our clients, staff and volunteers is obtained and stored ethically and legally. In preparation for the introduction of the GDPR

2.8 Staff and volunteer development and professional learning

Professional and personal learning is valued and recognised as a major contributing factor for the personal and professional development of staff and volunteers and thus improving the effectiveness of the services provided by SNAP Cymru. Staff and volunteers have a responsibility to undertake ongoing personal and professional learning that develops skills, knowledge and understanding in support of this goal.

Professional and personal learning refers to all training and development opportunities, formal and informal, individual and shared, that provide opportunities for focused professional discourse, interaction, practice, reflection and analysis.

An audit of the staff and volunteer professional learning and development is conducted annually. SNAP Cymru staff and volunteer continue to participate in professional learning and development. In addition to the formal training staff and volunteers report that coaching and mentoring by line managers and peers is extremely effective and has a positive impact on their practice.

SNAP Cymru staff and undertake accredited training including Level 4 (Credit and Qualifications Framework for Wales(CQFW)) in Mediation to deliver informal and formal dispute resolution.

2.9 Quality management

Legal Services ‘Specialist Quality Mark for Education Advice Giving’ The organisation has maintained the Legal Services ‘Specialist Quality Mark for Education Advice Giving’ which is externally audited by the Legal Services Commission. Achieving Specialist Quality Mark status since 2009,

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successfully completing the third round of audit. The organisation continues to embed standards, programmes and policies which support continuous quality improvement through performance management systems.

Advice Network Wales We are a member of Advice Network Wales operating a formal signpost and referral system to other advice and advocacy providers. SNAP Cymru is regularly audited to ensure quality, compliance and development.

A Bilingual Service SNAP Cymru provides a bilingual service across Wales. We continue to build resources and improve access to services through the medium of Welsh. We provide annual updates along with a progress plan (SNAP Cymru Welsh Language Promotion Scheme 2018-2021) which is monitored by the Welsh Language Commissioner. We also support families with community languages supported by volunteers, and community influencers.

Managing Concerns and Complaints SNAP Cymru values the organisational and systemic learning that can comes from positive and adverse comments or complaints. We reflect on our practice and use our ‘lessons learnt’ process to make adjustments and improvements to our procedures and practice. The majority of adverse comments have been about not being able to get an answer on the Telephone Helpline. In response we have revised our online referral process to ensure we can spend maximum time on calls. However, we have recognised that the decrease in funding coupled with an increase in calls are factors beyond our control

There have been 11 complaints this year which is 0.2% of all cases. Each complaint has been investigated and an action plan drawn up to address any issues and the outcome communicated to the complainant.

2.10 Links with other voluntary bodies SNAP Cymru continues to network and work with a range of third sector bodies. We are members of several third sector umbrella organisations including Welsh Council for Voluntary Action, WCVA and local Volunteering Centres, Third Sector Alliance for Additional Needs (TSANA), the Welsh Assembly Cross Party Autism group, the Welsh Assembly Cross Party Disability group, the Advocacy group, the Advice Givers group. We actively support other large and smaller organisations such as, Adoption UK, Local Aid in Swansea and ADHD in Cardiff. We publicise community and voluntary agencies events on our website and members of our senior team act as board

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members sharing expertise with other charities. We regularly engage in round table events and our advice line is open to professionals and practitioners with queries on education, disability or discrimination matters.

2.11 Funding and sustainability 2019-2020 has been another challenging year for the third sector including organisations supporting children and families and there have been limited new funding streams available. SNAP Cymru continues to be dependent on external funding to support the very important activities in furtherance of our charitable objects.

The funding for the services and activities provided and facilitated by SNAP Cymru are from a range of sources including grants, successful tenders and service level agreements. We provide services to Local Authority education and social services departments, Health Boards, the Welsh Government and other third sector organisations. We have also received grants from community organisations and the private sector. This means there is different levels of funding in different parts of Wales which results in an inequality of access for families and young people to the independent advice and support that SNAP, the only pan Wales provider in the sector, can provide. We have continued to seek the sustainability of independent impartial advice giving in Wales through competitive tendering and grants funding to provide services to meet our charitable objectives.

In 2019-20 we have adopted a not for profit full cost recovery model. Through efficient and effective working, together with frugal innovation we have continued to maintain a high quality presence in the sector and provide a range of quality services to impact positively on children and families in Wales. The commitment and agility of the staff and volunteers has meant we have been able to evolve the way we work to become a 21st Century organisation. As always, our appreciation goes out to all staff and volunteers

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3 Details of our Activities April 2018 to March 2019

This section details the activities undertaken by SNAP Cymru for the period 1 April 2019 to 31 March 2020.

3.1 Advocacy

Our advice giving meets the Legal Service quality mark for specialist advice giving in education and our 'About Me' advocacy service for children and young people with additional needs meets the Welsh Government Advocacy Standards and Outcomes Framework for children and young people. We continue to work with the Advocacy Providers Network to ensure that all children in Wales have access to advocacy when required. We are also members of the working group on the implementation of the Welsh Language Act and we share our significant experience and expertise in additional learning needs, SEN, disability, exclusion and discrimination with colleagues and prominent opinion formers to inform legislation and policy to effect change.

3.2 Discrimination Advice, Wales – Pan Wales

Welsh Government funds the Discrimination in Education service, through a partnership tender with Citizens Advice Bureau(CAB) and Shelter Cymru. SNAP Cymru provides the specialist education expertise and experience of working with schools, local authorities, social care partners and families with children at risk of exclusion complimenting CAB’s broader offer and providing value for money by building on existing capacity.

This year we have supported children, young people and their families with a range of discrimination issues including; exclusion from school trips, educational visits and events; schools not providing reasonable adjustments such as hearing equipment, ramps, and chairs. We have also worked with schools to help them understand their duties under the 2010 Equality Act, providing information and advice and training when requested.

As this successful project comes to an end, we are pleased to be in partnership with Advice UK , providing discrimination casework, discrimination tribunal support and training for professionals including Local Authorities’ and school staff.

SNAP Cymru has reported on 411 discrimination cases this year, providing case studies and outcomes to our funders to inform policy. SNAP Cymru has been very effective in resolving the issues through the lowest level of intervention namely the early provision of accurate and objective information and discussion with all parties.

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Total number of cases involving disability discrimination 411

Number of cases that considered a claim for disability discrimination in education

35 (9%)

Number of cases where a claim for disability discrimination in education was lodged

10 (3%)

Number of cases resolved through the provision of information and/or discussion

350 (85%)

Number of cases resolved by informal disagreement resolution 16 (3%)

Number of cases resolved by formal disagreement resolution 0 (0%)

SNAP Cymru has found that in the majority of cases there has been a genuine lack of understanding of Disability Discrimination and the duties placed on providers. Information and advice to all partners has resulted in improved practice and understanding. Issues and disagreements have been resolved and conflict avoided.

3.3 Early Help – Swansea Social Services

The SNAP Cymru Early Help Service provides focused support for children and families at the point where problems emerge. The service works on the principle that the right support at the right time, at the onset of the problem, can prevent escalation of the difficulties families are encountering and may prevent the necessity of providing more intensive intervention at a later date.

We work with work with parents, children and young people in the whole family context addressing issues that affect the well-being of the family as well as the child or young person. We aim to help the family find positive ways through the problems and challenges they have identified enabling them to develop coping strategies and build resilience.

The Early Help service • builds on the strengths of families to help themselves• seeks to meet the needs of families to avoid problems becoming

more serious• ensures the voice and involvement of the child and family is

encouraged and valued.

We offer support at differing levels • Targeted intervention when the identified needs of the child or

young person cannot be met by within their setting by theuniversal services available to all families

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• Specific specialised support when a child or young person’s needsare more complex or there are multiple needs.

Cases 1 July 2019 to 31 March 2020

Number of referrals 126

Volunteer hours 2,408

The majority of the referrals have been received from the Early Intervention Team at the Local Authority, or from the Team around the family TAF. Smaller numbers were referred from Health and Education. Others were referred from the voluntary sector or self-referrals from families. 90% of referrals had a disability, 32% had ASD or were on the pathway, 19% had ADHD and 13% had complex needs or global delay.

Case Studies

Case Study 1 Breakdown in family school relationship A family had been stepped down from Social Services. The relationship with the school had deteriorated completely. The parent had made a suicide attempt and was distrustful of all services. The police and Social Services were involved because of low level allegations of inappropriate sexualised behaviour. The family did not want the involvement of Social Services. The school had received complaints with allegations of inappropriate sexual behaviour by the child both within the school and the community.

Outcome • Our involvement ensured the relationship and communication with the

school improved considerably. A trusting relationship developed with thechild, parent and the school with very positive feedback from receivedfrom the Headteacher.

• The family were also in crisis with housing and finances and were beingevicted from their home. The SNAP officer supported the family to preparefor and attend the court hearing, achieve financial support and find newhousing.

• The child was refused admission to her new community school as theschool were the child was considered the child to be too high tariff and'wouldn’t fit in'. The Early Help officer supported the parent to gainadmission for the child to an alternative and stable placement.

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Case Study 2 A family with five children with additional needs in need of support The family has five children with additional learning needs. The youngest child has just received a diagnosis of global learning difficulties and is on the ASD pathway, parent had started to receive support to help with this child’s behaviour. The second child is on the ASD pathway, has learning difficulties and some medical needs and we have just supported her to apply for a statement of SEN as well as provide intensive support for her transition to secondary school. The third child has significant anxiety and has been referred to Young Carers. The fourth child has a diagnosis of ASD, medical issues has a statement of SEN and is being supported at transition meetings at college. The fifth child is now an adult with ASD as is known to Social Services and has a social worker, it is hoped that this young man will soon engage with the key worker from this project so that he may be stepped down from their support.

Outcome • Parent is benefiting from the intensive key working support and has received help

too understand her children’s needs,o to help deal with their behaviours,o understand the Educational Psychology Assessments, the statementing

process and the ASD pathways for two of the children.• The parent has been suffering from post-natal depression and was feeling

overwhelmed by all the appointments for her children. The key worker has beenable to liaise with all the professionals involved and chase up the necessaryappointments and reports

• The key worker is also liaising with all the schools and college supporting theparent at meetings to support engagement, attendance and transition

3.4 Parent Partnership Service - 20 Local Authorities

SNAP Cymru has successfully and efficiently provided Independent Parental Services across Wales. In 2019/20 we were contracted to provide face to face IPS services in 20 Local Authorities in Wales and Disagreement Resolution Services to 212 Local Authorities as required. We also provided a telephone helpline advice service, information via e-mail, website and post. SNAP Cymru are members of the UK National Information Advice & Support Service (NIASS), which continues to inform our development and practice.

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Staff and volunteers continue to share their expertise and raise the voice of families at over 320 Local Authority panels and case reviews an increase on 2018/19. We continue to view this work positively and value the opportunity to work in partnership with the Local Authority and school colleagues as it provides opportunities for all partners to view and understand issues from different perspectives and encourages positive relationships. We have provided 84 training, information and network session again an increase on 2018/19.

Sharing expertise and raising the voice of families with Local Authorities

Number Active participation in SEN, EOTAS panels and casework discussions

324

Consultancy, information and network sessions facilitated 84

3.5 Provision of information – Pan Wales

SNAP uses a range of communications channels and tools. We have provided impartial, objective and up-to-date information through a range of platforms including via the telephone, email, our website, Facebook, Twitter and the media. Every attempt is made to ensure all external communication is bilingual in line with our Welsh language action plan

Website We received over 80,000 page visits to www.snapcymru.org . Our bilingual website offers free information, advice and guidance in English and Welsh with access to a range of other languages through Google translate. Our published bilingual literature is available to download. The website has a range of downloadable resources including proforma letters and forms, news, ALN advice and information, a training calendar and general information about SNAP Cymru. People also use the forms to contact us for advice on ALN in Wales, professional referrals, general information, volunteer applications and training enquiries.

Media SNAP Cymru has continued to respond to enquiries from the media providing statements of the SNAP Cymru response to a particular issue. This has included four radio and television interviews concerning the changing legislative environment. We have provided bilingual interviews for BBC Wales, ITV and Radio Wales.

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Engagement and Consultations A number of events have taken place, these have focused on promoting and facilitating Welsh Government and Local Authority consultations. Our activities have sought to engage parents and have included seeking membership of Parent Carer Forums across GWENT, Powys and Bridgend. We also worked in partnership with the Welsh Government Transformation Leads for ALN and local authorities on the very successful parent information sessions held across Wales.

We used a mixture of communications channels, including posters, internal promotion and external promotion through partners, paid advertising, digital and social media, targeted messaging to our beneficiaries using marketing tools such as Mail chimp and Eventbrite to enable the greatest possible reach across Wales as well as targeted marketing to particular audiences.

Social Media SNAP Cymru’s social media presence continues to increase with a proactive approach including information, events, and sharing both promotional ALN specific and emergency information such as the recent pandemic contingency and information and advice resources for families. The Individual Reach on Facebook for 2019-2020 has been 680,000. Individual visits to our website during 2019/20 was 80,000.

3.5 Casework April 2019 - March 2020

Casework is provided as part of the Independent Parental Support, Independent Advocacy, Frontline Discrimination, Formal Disagreement Resolution Service(DATRYS), Wales and Early Help contracts. We have employed a flexible and efficient empowerment model, seeking solutions and the avoidance or escalation of conflict. Casework has varied from simple one-matter cases to more complex involving up to four or 5 matters and up to three different agencies. More complex casework has been referred to a locally based SNAP Cymru specialist caseworker for support. Cases have taken between 4 to 40 hours to complete

The total number of cases actioned during 2019/20 was 5,085 of these cases 3,370, 66% were actioned through the help centre with 1715, 34% requiring a specialist caseworker. 97 % of the families accessing the service were satisfied with service provided by SNAP Cymru. This demonstrates that SNAP Cymru was successful in implementing their empowerment model enabling families to confidently take the next steps themselves with 88% of the families reporting increased confidence to liaise with professionals themselves .

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Upon case closure, 94% of families reported more than one successful outcome. With very few exceptions, our service users have a positive view of the service provided by SNAP Cymru. No families have reported dissatisfaction with the service they received, although 3% reported problems accessing the service. Professionals report satisfaction with the service although formal feedback to date through surveys and case evaluations has been comparatively low.

SNAP Cymru worked with 5085 cases this year. The highest number, 75%, of cases referrals came from parents and carers, 17% of referrals came directly from the LA, 6% came from the third sector and 2% from children and young people.

3,360 families and professionals accessed information and support. A National Helpline operated 5 days a week throughout the year. We responded to 2,351 phone calls wanting advice and gave advice and support on 10,845 problems presented. However, we are aware that 63% of Helpline calls are missed and many requests for face-to-face support at meetings have not been possible due to capacity issues resulting from funding shortfalls.

Informal feedback to staff and volunteers leads SNAP Cymru to believe that the increase in confidence reported by families is a direct result of positive partnership working between the casework team and LA colleagues who disseminated and signposted to our resources.

Our data evidences that while the range of matters is constant there has been a change in percentage of type of need or condition that has been reported. The top ten matters have remained constant. The most frequently occurring need or condition is now social and emotional behavioural difficulty. During 2019/20:- • we supported families to resolve 9,696 matters (problems). Some of

these have been complex and time consuming. A high number offamilies report more than two problems upon initial contact.

• 67% of referrals included children and young people were reportedas having a medical diagnosis.

• 87% included children and young people were reported as havinga social, emotional behavioural difficulty. This is almost twice thepercentage of 2018/19.

• 34% of families were allocated a caseworker. This high percentageis indicative of the complex nature of casework carried out.Families requested support for a range of complex matters.

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Exclusions Casework This year we SNAP Cymru worked with 650 cases related to exclusion matters, 13% of all case work. This continues to be a growing area of referral which a minority of Local Authorities have recognised and fund SNAP Cymru for a specific project.

School exclusions matters include where a child or young person is:-

• at risk of exclusion

• subject to an exclusion within the school

• excluded from the school at lunch time

• subject to a reduced timetable and time in school

• excluded from the school where there is no legal basis

• subject to a fixed term exclusion

• required to make a managed move

• permanently excluded

Exclusion casework is usually complex and therefore time consuming. It often a situation where emotions ‘run high’ and a de-escalation approach is most effective. In many cases that come to SNAP Cymru schools and/or local authorities have not been able to offer advice or advocacy to the children and young people and families to support them through often difficult and challenging circumstances.

Potential appeals to the Education Tribunal, Wales

SNAP Cymru model of working using informal disagreement, mediation, negotiation, de-escalation and brokerage reduces the need for the formal Disagreement Resolution Service(DRS) and avoids appeals to SENTW. We provide DRS to 22 Local Authorities across Wales.

The potential for appeal was initially raised in over 170 referrals. 80 cases were resolved working at the informal resolution by our telephone helpline casework team facilitating discussions with the school and local authority. A further 58 cases were resolved without the need for ETW, avoiding further conflict and distress for families whilst meeting the child’s needs at the earliest time possible. families were still considering an appeal to the Education Tribunal Wales(ETW). 38 cases receiving support at some stage lodged an appeal to Education Tribunal Wales(ETW) this is 0.74% of all cases. We provided specialist advice and support to families preparing their appeal including facilitating further discussions which

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resulted in 3 families withdrawing their appeal and 2 Local Authorities conceding. It is not possible to provide information on the outcome of appeals that proceeded to tribunal as some families who proceeded to appeal appointed solicitors and were no longer supported by SNAP Cymru and some disengaged from SNAP Cymru and continued without our support.

Formal Disagreement Resolution – Datrys

The number of matters presented by families that could have resulted in appeals to the ETW has continued to increase. Education Reform and the implementation of the Additional Learning Needs and Education Tribunal Wales Act Wales has concerned families and professionals, resulting in high levels of anxiety for families who are worried about their children’s future provision of education and health services.

SNAP Cymru received 13 requests for formal disagreement resolution. 6 of the cases were referred to our casework service and they were resolved without the need of formal disagreement resolution. In 7 cases the formal disagreement resolution process took place.

Our regional teams continue to build expertise in conflict resolution. SNAP Cymru staff are trained to Credit and Qualifications Framework for Wales(CQFW), Level 4 in Mediation to deliver informal and formal dispute resolution.

Data and casework analysis Data analysis has been made available to inform partners and commissioners. The data has included age, ethnicity, issue, low income, family living arrangements and the ALN matter. Data analysis and local development reports have provided evidence for the continuing need for the range of services offered by SNAP Cymru.

Our analysis of casework demonstrates the need for a holistic approach to meeting the needs of children and families in order that they may enhance their education and inclusion. In many cases the initial problem or problems presented may not actually be the only or main problem. Working within multi-agency partnerships within each local authority is key to effective, appropriate objective information advice and support services. Families presented with multiple issues which needed addressing centred the educational provision being made by the school. Some families and young people can be supported by providing accurate information,

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impartial advice and signposting; others needed more intensive ongoing support and formal referral to other agencies. Full data analysis is shared with policy makers and opinion formers to inform and improve practice across Wales.

Case Data Cases A case is when advice and support is provided in addition to information and signposting. Cases vary from simple one-matter cases, to more complex cases involving up to four or five matters and up to three different agencies. Total number of cases actioned 5085 Cases actioned via telephone helpline and/or email 3370 Cases actioned by specialist caseworker 1530 Cases carried over to 2019/20 480 Cases completed in 2019/20 5013 Cases carried over to 2019/20 552 Number of LAC children and young people supported 160

Source of referrals for casework

Source of referrals The referrals to SNAP Cymru come from four key sources. The majority of the referrals come from parents and carers, many of these have been signposted to SNAP Cymru by professionals in health, education and social care. When a referral is received from a professional or third sector, SNAP Cymru seeks the consent of the parent or carer before providing support.

Parent/ carer

Child or young person Professional Third

sector

% 75% 2% 17% 6%

Matters or problems

Matters recorded from case files A matter is the problem or issue reported by the person making the referral. The matters are not static and as the case evolves, additional or different matters can emerge.

Number of cases 5,085 Total number of matters 9,696

Average number of matters per case 2

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Top 10 most frequently occurring matter

Frequently occurring matters A matter is the problem or issue. The data is from the initial reported matter and additional matter or matters that may emerge during the time of intervention. 1. Education provision at school2. Access to services within education3. Statutory assessment4. School placement5. Discrimination information and discussion6. Access to services within education7. Exclusions – Fixed Term8. Exclusion- Reduced Timetable9. Statutory Assessment – Refusal to Assess10. Complaints – Grievance re Education

Reported Needs

Description of needs These are the main needs of the child or young person as reported by the family or professional at the point of referral. Most children or young persons have more than one need.

number percentage Medical 3,412 20% Social, Emotional and Behavioural Difficulties 4,415 26%

Cognitive and Learning Difficulties 2,484 15% Communication 2,956 17% Sensory 1,697 10% Autism Spectrum Condition 1,370 8% ADHD/ADD 640 4% Behavioural Difficulties 506 3% Global Developmental Delay 194 1% Not Specified 1,139 7%

Evaluation of cases completed

Percentage of families reporting satisfaction with the service 97%

Percentage of families reporting problems accessing the service and/or dissatisfaction with the service

3%

Percentage cases where children and young people actively supported to participate in decision making

88%

Percentage of cases where the views and feelings of children and young people were recorded

92%

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Percentage of families reporting an increased knowledge in education procedures

89%

Percentage of families reporting an increased confidence in liaising with professionals

88%

Percentage of families who reporting that they felt increased confidence to advocate effectively on behalf of their child

88%

Percentage of families reporting an improvement in their health and wellbeing

87%

Percentage of volunteer time per full time equivalent Families and Young Peoples Officer

72%

3.6 Collaboration: Policy, Conferences and Consultations

Work to inform and influence national policy and enhance direct services has continued. We have done this by networking, providing perspectives and working collaboratively with many organisations and agencies including, the Equality and Human Rights Commission (EHRC), SENTW Tribunal User Groups, Welsh Government Advisory Committees, Children and Family Court Advisory and Support Service (CAFCASS), Welsh Government Ministerial Advisory group for Vision Services, Welsh Assembly Cross Party Group Autism in Wales, Welsh Assembly Cross Party Disability Group, Legal Services, Office for the Children's Commissioner for Wales, Children in Wales, Race Equality, Refugee Council, National Autistic Society, Autism Cymru, Learning Disability Wales, Scope, St David’s Children Society for Adoption Wales, WCVA and local volunteer centres.

We continued working in partnership the Welsh Government consortia transformational leads for ALN to facilitate ALN information events These were sessions were very well attended with positive feedback from the transformational leads.

In taking forward children and young people's rights to inclusion, participation and advocacy, SNAP Cymru has made presentations, produced reports and participated in Welsh Government policy groups and consultations. We have given significant input into statutory reform whilst continuing to work collaboratively with multi-agency organisations to improve the development and delivery of effective services to meet identified and emerging needs.

Our Chief Executive has further consulted with Local Authorities across Wales discussing trends and issues related to children and families and new and emerging legislative changes. There has been a continued dialogue and consultation with Welsh Government, the National Assembly and others related to statutory reform in Education, Health and Social Care

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and the Equality and Poverty agenda. We have provided speakers for National Policy Forum and Capita Conferences on a range of policy issues on Welsh Language, Education, Health and Social Care.

3.9 Education and Training

SNAP Cymru’s is committed to providing training and information sessions for parents and professionals. Training and information sessions are often the most efficient and effective way for SNAP Cymru to reach large numbers of parents, professionals and third sector colleagues to provide them with the information they need to make informed decisions that best meet the needs of the children and young people within the context of their educational provision and their social development.

We continue to develop and refine our training offer to ensure that it meets with the needs of the changing ALN framework and revised curriculum in Wales.

Training and information sessions have been delivered to 394 participants. Training and information sessions have been provided for parent groups, Local Authority officers, headteachers, Additional Learning Needs Coordinators, Home Tutors and NHS staff. The session evaluations indicate that the professional and personal learning and training has had significant positive impact on all participant by improving their knowledge, skills and understanding.

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4 Future Plans

In February the impact of the Corona virus Covid19 became apparent and Wales was facing an unprecedented situation of a pandemic. SNAP Cymru was agile and prepared for the challenges we all faced.

Coronavirus Covid19 Arrangements

SNAP Cymru will continue to provide services during the Coronavirus Covid19 outbreak ,it will of necessity be a different service but we are confident that it will be a quality service. Most offices were closed as we are following Public Health Wales and government advice reviewing advice and announcements from Public Health Wales regularly and making adjusts as appropriate. SNAP Cymru will be flexible, forward thinking and responsive to the needs of families in each Local Authority. Senior staff will liaise with lead professionals to respond to coordinated efforts to meet local needs.

Communication We will be keeping in regular communication with our funders and with the SENTW setting out how we are working and responding to their contingencies. Our approach will be to listen, support and give appropriate, pragmatic and realistic advice.

National Helpline SNAP Cymru’s dedicated helpline will continue to be staffed from 9.30 to 4.30 daily. This is based on a rota system of our all Wales staff team and supported by a team of volunteers.

Casework Our investment in ICT and systems and staff training and development meant we were able to migrate to remote working with no disruption of service. Our Case Management System was already cloud based and secured to safe harbour standards and all our staff have smart phones and laptops so that all our staff have full access to our casefiles and action records. The cloud has brought strength and flexibility for our service and has meant that we could keep working without being crippled due to unforeseen occurrences like the current pandemic.

We will be able to offer advice, support and casework over the phone, by electronic methods and if safe to do so, face to face. Throughout this crisis staff and volunteers will do their utmost to help vulnerable families alongside our statutory and third sector colleagues, sharing information, resources and expertise. Our IT department is facilitating video conferencing for internal and external meetings.

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Website We are providing advice and self-help guides and templates to families and professionals as well as access to our website of resources and ongoing signposting to good practice and advice via our Facebook. Hard copy will be made available for families without good access to a mobile and or printer.

Strategic Planning Planning for the future in the face of the pandemic is challenging however we will continue to review our strategic business plan to seek additional sustainable income to reduce the risk of reliance on statutory funding streams.

We will review and reflect on our working practices during the pandemic and use our learning to implement the positive changes to our practice to ensure that we are efficient, effective in meeting our charitable objectives and provide value for money for our funders.

The long-term commitment of our staff and volunteers and the time and experience they have given to the organisation has helped us to overcome the challenges we face in maintaining and improving our viability. As the only independently quality assured pan Wales charity to offer independent specialist, expert help with a range of educational issues we strive to ensure our continued existence.

Good communication with the whole organisation ensures that we can think and act together for sustainability. The staff and volunteers are the greater part of SNAP Cymru’s resilience, allowing the Trustees and Chief Executive to act confidently and recover quickly after unplanned events and difficulties in funding and capacity to meet a growing demand for our service

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Glossary of terms

ADHD Attention Deficit Hyperactive Disorder

ALN Additional Learning Needs

CAB Citizens’ Advice Bureau

CAFCASS Children and Family Court Advisory and Support Service

CQFW Credit and Qualifications Framework for Wales

DTAF Disabled Team Around the Family

EHRC Equality and Human Rights Commission

ESF European Social Fund

ETW Education Tribunal Wales

GDPR General Data Protection Regulation

IT Information Technology

JAFF Joint Assessment Family Framework

NIASS National Information Advice & Support Service

PC Personal Computer

SEN Special Educational Needs

SENTW Special Educational Needs Tribunal Wales

SQM Legal Aid Agency’s Specialist Quality Mark

TAF Team Around the Family

TSANA Third Sector Alliance for Additional Needs

UNCRC The United Nations Convention on the Rights of the Child

WCVA Welsh Council for Voluntary Action

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