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Transport Policy for School and College Students Aged 16 -19
Hertfordshire County Council is committed to providing excellent customer service. The Strategic Management Board and Elected Members have agreed a consistent set of Customer Care Standards for the whole organisation. The standards cover every service interaction we have with our customers, whether it’s face to face, over the telephone or in written correspondence. They represent our aspirations for customer service and are based on best practice from within our departments and other high performing authorities.
As schools, you are customers for many staff within CSF and these standards will affect schools as they will govern all interactions between colleagues and customers alike . They will also affect contact we have with parents/carers and children. It may be that in the absence of a similar set of principles, your school might wish to adopt the customer care standards. Over the coming months we will be working with all staff to incorporate these standards into our every day working lives, and will measure our performance against them.
If you already have a similar set of standards in place for your school, how does this document complement it, and is there anything we might learn from your experiences? How does your school value, and how have you helped to promote good levels of customer service?
You can view the Customer public-facing version of the standards at the following link:
If you have any questions or comments about this please contact:
Guidance for making effective use of email between CSF and school staffs
As the first part of a programme of advice and guidance to be issued to schools regarding the handling of the conflict with visitors to schools, attached are sample letters notifying visitors of their unacceptable behaviour.
The three letters attached are available from Hertfordshire schools only and cover the following:
Prior to issuing any of the above letters it is important that Headteachers contact the Education Solicitor in the County Solicitor's office on 01992 555 520 seeking advice as to whether letter is appropriate under the particular circumstances.
The County Secretary's Department has issued up-dated guidance for schools regarding access by parents and pupils to school records. This guidance has been issued to comply with the Education (Pupil Information)(England) Regulations 2000 and the changes to access to information governed by the Data Protection Act 1998.
The Councilís suggested best practice guidance to assist maintained schools in dealing with school-based complaints has been revised (September 2017). For a full list of amendments and updates, please refer to page 4 of the new edition of the Model Procedures for Dealing with School-Based Complaints (Issue 8)
Issue 8 of the HCC Model Procedures for Dealing with School Based Complaints
Model Procedures for Dealing with School Based Complaints Ė Template letters
A copy of the Councilís school template letters.
HCC School Complaints Advisory Service
Hertfordshire County Council has developed an advisory service for schools wanting advice and guidance on handling and responding to complex complaints. The service will be provided by the HCC Complaints Team for Children’s Services from September 2018.
There will be a dedicated complaints helpline for schools to phone in order to obtain specialist support and guidance in relation to formal or complex complaints. Requests for advice can be made by telephone or email.
Purchasing the Service
An annual subscription charge will apply as follows:
In order to aid service planning and capacity, an annual agreement would need to be signed and returned to the Complaints Team.
In addition, with regard to more specific areas of complaints, the Complaints Team has access to the Legal Team which can advise on specific legal matters relating to complaints (separate charges will apply).
The following Policy and Practice document is obligatory for Community and Voluntary Controlled schools, and is also recommended to all Foundation and Voluntary Aided schools, and Academies as an example of good practice.
The new Policy and Practice document replaces the former issued Policy, which became redundant when the previous Changing of School Session Times (England)regulations 1999 were rescinded.
It is very important that all schools are aware of the financial implications for them concerning any existing transport routes, and also of the need for an equality impact assessment on any possible changes.
Further advice is available from Greg Holmes. Tel. 01992 588530 or email firstname.lastname@example.org
CSF4287 Policy and Practice for Changing the Times of the School Day
Schools often take photographs of children to use in the school prospectus and publicity, on the school website or in DVD/video recordings. Images of children at the school may be released to, or taken, by the press and media. Read on to make sure you are following the correct procedures.
Hertfordshire County Council have produced a Safe Use of Images Policy, which aims to help all staff understand the complexities of using images, especially of children. The policy has a section which is specifically relevant to schools. There is also a template consent form for use by schools which can be adapted for your own individual requirements.
The consent form states that once images are online there is little control over how they are used or who can look at them, so it is important to use this form and ensure that parents understand the implications.
The HCC policy and consent forms are available below.
CSF0072 Safe Use of Images Policy
Please note that these forms are a template for staff to use as a guide. They should be adapted to suit your own needs and purposes.
CSF0072 Consent Form for use by Hertfordshire County Council Schools
CSF0072 Image Consent Form For use by Hertfordshire County Council Staff
CSF0072 Image Consent Form - Easy Read Version
It is everyone’s responsibility to take all reasonable measures to ensure that:
It is important that staff do not download and keep images in their computer files, as this increases the risk of an image being re-used for a purpose not covered by the licence or for which the permission has expired. If you have an image stored on your system and you are unsure of the terms of usage, please delete it.
The Information Commissioner's Office (ICO) has published guidance about 'Data Protection and Taking Photographs in Schools' which can be found on its web site:
If you still in doubt or would like further guidance about images, please contact the HCC Communications Team on 01992 588534 or email email@example.com