Supporting Families and Shaping the Future of SEND: An Interview with a SENDIASS Officer

In this blog, you will learn:

• A SENDIASS Officers approach to supporting families and young people with SEND.
• A SENDIASS Officers reflections on future SEND reforms, including reducing waiting times and making inclusive education more accessible.
• Where the latest SEND jobs are and how to apply for them.

As part of the Children and Families Act 2014, it is a legal requirement that all local authorities provide Special Educational Needs and Disability Information, Advice and Support Services (SENDIASS).

The Information, Advice and Support (IAS) services network reports that there are 152 SENDIASS services currently functioning within local authorities across the UK. These services ensure children with SEND and their parents understand local policies, procedures and law relating to SEND.

A SENDIASS Officer provides confidential and impartial advice to parents, children, and young people to help them make informed decisions about education, health and social care.

We recently spoke to Rabia Zeeshan to discuss her rewarding work as a SENDIASS Officer and the role she plays in addressing challenges in SEND services. 

In this interview, Rabia shares her approach to supporting families and young people, from navigating Education, Health and Care Plans (EHCPs) to tackling behavioural challenges.

Tell us about your career journey so far and your current role

My career has been a bit of a tapestry, each role adding a new skill or perspective that has helped me in the work I do now. I began with a degree in Political Science, which really shaped my understanding of policy, people and how decisions impact communities. I later went on to earn a Certificate of Higher Education in Law, which gave me a solid grounding in legislation and rights; something that’s central to my current role.

I spent time in corporate relationship management and as an Executive Assistant to the Chief Executive Officer, which taught me the importance of communication, organisation and building trust.

I always knew I wanted to work in a role that had a more direct social impact, which is what led to me becoming a SENDIASS Officer. In my current role, I provide impartial information, advice, and support to parents, carers, and young people with SEND.

A typical day could involve helping a parent navigate through SEND support in schools, attending multi-agency meetings, or signposting families to the right services. It’s a role that combines legal knowledge, empathy, and practical problem-solving, and no two days are ever the same.

What type of education and training did you receive to become a SENDIASS Officer?

While my Political Science degree and Law studies weren’t specifically ‘SEND-focused,’ they gave me the foundations I needed for a career in SEND: an understanding of policy, rights, and advocacy. 

There was definitely a lot of on-the-job learning such as shadowing experienced officers, attending training sessions on communication with families in distress, and staying updated on local authority procedures.

How did you know you wanted to become a SENDIASS Officer?

It was more of a gradual pull toward work that felt purposeful. In my previous roles, I often found myself gravitating towards projects or tasks where I could help someone solve a problem or make their voice heard.

When I learned about SENDIASS, it clicked! Here was a role where I could use my legal knowledge, my people skills and my desire to make a tangible difference for families.

What strategies do you use to support students with behavioural difficulties?

I believe behaviour is communication, it’s a signal that something isn’t working for that child. My approach is to listen first, understand the root causes, and work collaboratively with parents, schools, and other professionals to address them. That might mean advocating for reasonable adjustments in the classroom, ensuring the child’s voice is heard, or linking families with behaviour support services.

Empathy and patience are key, it’s about creating an environment where the young person feels understood and supported.

What reforms do you hope to see in the future to improve SEND provision?

While it’s early days, I’d like to see a real focus on reducing waiting times for assessments, improving funding for early intervention, and making EHCP processes less adversarial for families.

My hope is that reforms will centre on inclusive education, giving children the right support in the right setting, without families having to fight for it.

How do you keep up-to-date with changes in the SEND industry?

I regularly attend training sessions, webinars, and networking events for SEND professionals. I also keep up with updates from the Council for Disabled Children, Independent Provider of Special Education Advice (IPSEA), and relevant government publications.

Being part of a strong professional network is invaluable and colleagues often share new case law or guidance that can make a big difference in practice.

What do you find most fulfilling about being a SENDIASS? Can you share a moment that felt particularly rewarding?

The most fulfilling part is seeing the relief on a parent’s face when they realise they’re not alone, and that someone is in their corner.

One moment that stands out was when I supported a family through a long EHCP appeal. It had been months of back-and-forth, and the process had taken an emotional toll on them. When we finally secured the right provision for their child, the parent said, ‘You’ve changed the course of his life.’ That’s a sentence I’ll never forget.

What challenges do you believe councils and the SEND sector will face in the future?

Funding will always remain a challenge. Even with the best intentions, the demand for SEND services continues to grow. There’s also the question of how quickly policy changes can be implemented without disrupting existing support. I believe that balancing reform with stability will be key.

Can you share an example of a challenging situation in your SEND career and how you resolved it?

I once worked with a family where communication between the school and home had completely broken down. Meetings were tense, and both sides felt unheard. I acted as a neutral facilitator, making sure each side had space to express their concerns, and reframing issues so we could focus on solutions rather than blame.

Over time, trust began to rebuild, and we agreed on a new support plan that everyone could commit to. It was a reminder that sometimes progress starts with simply getting everyone back to the same table.

What’s the most valuable lesson you’ve learnt in your career so far?

That listening is more powerful than talking. When people feel genuinely heard, it opens the door to cooperation and change.

What’s your vision for the future of SEND services?

I’d love to see SEND services become more proactive rather than reactive by offering early support before challenges escalate. That means more investment in early years services, better training for mainstream Teachers, and stronger collaboration between health, education and social care.

What excites you most about the future of local authority SEND?

The growing recognition that inclusion benefits everyone; not just the child with SEND, but their peers, their Teachers, and the wider school community. I’m optimistic that we’ll see more creative, community-based solutions that make support accessible and personalised.

What advice would you give to aspiring SEND professionals?

Bring patience, empathy, and resilience, and never stop learning. This is a role where both the law and the human element are constantly evolving, so curiosity and adaptability will serve you well. Remember, your impact might not be obvious day-to-day, but it can be life-changing in the long run.

Anything you’d like to add?

I would just like to say that working in SEND has been one of the most rewarding chapters of my career. It’s challenging, yes, but it’s also a privilege to walk alongside families during some of their most difficult moments and help them find a way forward.

SEND jobs

If you’re searching for your next local authority SEND job, why not take a look at the latest vacancies, or simply upload your CV to be notified when a relevant position becomes available. 

Local authority recruitment services

As specialist local authority SEND recruiters, we support local authorities nationwide with their temporary, interim and permanent staffing needs. 

We can supply SEND staff for service redesign, tackling annual review backlogs and SEND/EHC Case workers to amend plans or hold annual review meetings. 

If you’re struggling to fill a vacancy, why not get in touch with one of our team to see how we can help?

• South of the UK - Richard Shorrock
• Midlands & North of the UK - Adam Zyda

Share your experience

Every individual brings a unique set of experiences, thoughts, and insights to the table. We believe in giving a voice to a community of professionals to inspire positive change and champion reform in the SEND sector.

If you work in the SEND sector and would like to share your own personal and professional experiences, we’d love to hear from you. Perhaps you have a different perspective, could offer a fresh angle, or want to challenge assumptions. 

Simply reach out to our Head of Content, Nicole Sherwood, to discuss a collaboration which makes your voice count.

Who is Spencer Clarke Group?

Established in 2017, we’re an award winning and progressive recruitment agency based in the heart of the North West. Our reputation is built on trust, expertise and an unwavering commitment to exceed expectations. 

In 2025, Spencer Clarke Group was awarded Best Public/Third Sector Recruitment Agency and Best Temporary Recruitment Agency at the Recruiter Awards. In 2024, Spencer Clarke Group was also named Recruitment Agency of the Year.