Frequently Asked Questions
There is a child on my school run who has never attended school or isn’t at the address listed. Should I tell someone?
Yes. Please contact the SEND Transport Service Team if there are any non-attending pupils or if pupils’ details are different than those listed on your run sheet. This information needs to be recorded
Reminder – you need to contact SEND Transport for any students who does not come to the vehicle within the 3-minute timescale, or you have not been informed that transport is not required.
What should I do if the vehicle is involved in an accident?
In the event of an accident contact the SEND Transport team immediately for advice / instructions. An Accident Form will be emailed to the relevant transport provider which must be completed and returned to SENDTravelSupport@newcastle.gov.uk within 24 hours of the accident taking place.
The school staff/parent are trying to put a child on transport who is being violent and potentially unsafe to other passengers and staff. How do I handle this situation?
You should not accept them on to the vehicle as a seriously distressed child will put themselves, the other children and staff at risk. The behaviour would be a distraction to the driver, and this could result in an accident. Please contact the SEND Transport team before the child is put onto the vehicle if you feel a child is displaying violent behaviour or is ill and could disrupt the journey.
If a parent/carer is not home when I call to drop off can I leave a child with a neighbour?
No, a child is never to be left with anyone who has not been agreed by the SEND Transport team. You will need to call the SEND Transport team on 0191 2774646 first. You cannot leave a child with a neighbour or friend unless we have written permission. All emergency contacts will be indicated on the meet and greet sheet sent to your provider.
I’m being sworn at, hit or spit on by child on transport; what should I do?
Please report this type of behaviour to the school and to the SEND Transport team immediately. It is our responsibility to ensure the safety of staff as well as other children on transport. You must also complete an incident form. The reason for the behaviour will determine how it is managed going forward.
I’m concerned that a child on transport is being abused or neglected, who should I report it to?
Contact the SEND Transport Service team. We will notify the relevant service to aid the child. It would also be helpful to notify the school however if you do not feel comfortable doing this the SEND Transport team will have this conversation once we have received an incident report.
If the school calls me to pick a child up early or take to a different address; should I?
No. Schools and colleges cannot change pick up times or addresses. If you have been asked this by the school/college, you will need to tell them to contact the SEND Transport team, and we will deal with it. You must not take instruction to change the arrangements from anyone other than from SEND Transport Service.
The parent/carer wants me to transport extra baggage or equipment for their child. Do I transport it?
Extra baggage or equipment should not be transported unless it can be stored safely, call the SEND Transport Service Team for instructions.
What if a child is sick/damages my vehicle?
- Call SEND Transport immediately to inform of nature of the incident
- Take clear photographs (when no children on route);
- Complete incident form and forward to your provider along with the photographic evidence.
Failure to follow this procedure may result in not being reimbursed for any valeting costs etc.
Please note we will only pay to valet the area of concern and will not pay for anything above this.
A parent/carer on the run never has their child ready on time, how can you help?
Call SEND Transport once you have waited the allocated 3 minutes. However, if you arrive early you must wait until the usual time and the 3 minutes beyond this before calling.
If the lines are busy when you call, please leave a voicemail indicating your route number along with the name of the child who is not ready also giving their usual pick-up time.
A child on my transport is moving house, what advice should I give the parent/carer?
Parent/Carer must contact the SEND Transport team. Do not pick the student up from any other address other than the one on your route sheet.