SEN Caseworker Duty Line

Our Special Educational Needs (SEN) Caseworker Duty Line is a single telephone number and email address. It can be used to ask questions about a child or young person's Education, Health and Care Plan (EHCP). This includes assessments and reviews.

When you contact the Duty Line, your enquiry will be received and processed by a member of our team. This helps us log, track and manage enquiries consistently. It also helps us respond to queries as quickly and fairly as possible.

If your enquiry needs input from a SEN Caseworker, a member of the team will arrange for the appropriate Caseworker to contact you.

Parents, carers, young people and professionals can all use the Duty Line.

Phone: 0191 277 4650
Email: SENCaseworkers@newcastle.gov.uk 

For general information about EHCPs and SEND support, you can browse our SEND Local Offer website.

If you want free and independent advice about EHCPs and SEND support, you can contact SEND IASS.

Phone

Individual caseworkers will no longer respond directly to emails or phone calls. You will instead receive an automatic reply signposting you to the caseworker duty line.

What happens when I contact you?

  • Your enquiry will be logged by the team 
  • If it can be answered straight away, we will do so 
  • If not, a duty caseworker will follow it up 
  • More complex matters may be passed to your allocated caseworker 

If your enquiry can’t be resolved at first contact, we aim to respond by the end of the next working day. 

What if my enquiry is complex?

Some enquiries need more detailed work and may need to be passed to your child’s allocated caseworker. 

  • All enquiries are first reviewed by the duty caseworker 
  • If your enquiry is complex, it will be flagged and prioritised for the relevant caseworker 
  • Where possible, you will still receive a response by the end of the next working day 

If a full response is not possible within that time: 

  • You will receive an acknowledgement email so you know your enquiry has been received 
  • Your enquiry will then be followed up within three working days 
  • If it takes longer to resolve, you will receive further updates so you are kept informed 

Clear escalation arrangements are in place to make sure enquiries are monitored and followed up. 

What if my enquiry is urgent?

Please still contact us using the Duty Line details above. 

This ensures your enquiry is visible and reviewed quickly, and prioritised if needed through the duty process. 

Can I contact my child’s caseworker directly?

No. Individual caseworkers no longer respond directly to emails or phone calls. 

Using a triage system helps us manage enquiries fairly and avoid missed messages. 

If you email a caseworker directly: 

  • You will not be ignored 
  • You will receive an automatic reply explaining the change and asking you to contact the SEN team using the SEN Telephone line or central mailbox. 
Education, Health and Care Plans (EHCP)
Information from https://childrenandfamiliesnewcastle.org.uk/
Printed on August 30th 2026
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