SEND Mediation Officer in Hemel Hempstead

Starting Salary: £38,220 progressing to £41,771 per annum - Pay award pending

Hours: 37

Location: Apsley / Farnham House

Contract Type: Permanent

Directorate: Children's Services

The School Aged Statutory SEND Service works with children and young people with Special Educational Needs and Disabilities (SEND), their families, schools and partner agencies to ensure statutory duties are fulfilled and positive outcomes are achieved. We are committed to resolving disagreements at the earliest possible opportunity and promoting positive relationships between families, education settings and the Local Authority. Our service works closely with schools, health services, social care, legal colleagues and independent mediation providers to support children and young people with Education, Health and Care Plans (EHCPs).

As a newly created specialist role, the SEND Mediation Officer will become the focal point for mediation and dispute resolution activity across the service. Reporting directly to the Head of School Aged Statutory SEND, the postholder will help shape our approach to dispute resolution, promote learning across the service and contribute to improved outcomes for children, young people and families.

As SEND Mediation Officer, you will play a pivotal role in supporting the early resolution of disputes relating to Education, Health and Care Plans (EHCPs), helping families, professionals and the Local Authority work collaboratively to achieve positive outcomes for children and young people with SEND. You will take ownership of mediation and dispute resolution casework from initial notification through to resolution, acting as the services lead officer for SEND mediation activity.

A significant part of your role will involve working proactively with families, children and professionals before mediation takes place. You will review concerns, analyse evidence and engage with stakeholders to explore opportunities for early resolution. Through effective communication, negotiation and relationship-building, you will seek to resolve disagreements wherever possible, reducing the need for formal mediation and supporting a positive experience for families.

Where disputes cannot be resolved informally, you will coordinate and attend statutory mediation meetings as the Local Authority representative. You will present the authority's position clearly, professionally and empathetically, whilst remaining focused on identifying constructive solutions and achieving the best possible outcomes for children and young people.

You will analyse complex information, make recommendations and exercise delegated authority where appropriate. Following mediation, you will oversee agreed actions, monitor implementation and ensure commitments are delivered effectively.

Working closely with SEND colleagues, mediation providers, legal services and partner agencies, you will identify learning from dispute resolution activity and help drive service improvements that strengthen practice, improve relationships with families and reduce future conflict.

This is a hybrid role, with an expectation that staff attend the office approximately two days per week, alongside attending meetings and mediations across Hertfordshire as required.

Essential:

• Experience of mediation, dispute resolution, complaints handling or tribunal work as a representative of a service or authority.
• Knowledge of SEND legislation, including the Children and Families Act 2014 and SEND Code of Practice.
• Relevant professional qualification in education, SEND, mediation, law, social care or a related field or equivalent relevant experience.
• Experience of resolving complex issues or disputes through negotiation, mediation, complaints handling, casework management or similar approaches.
• Experience of managing sensitive and complex casework involving multiple stakeholders.
• Strong communication and interpersonal skills, with the ability to build trust and credibility with families, professionals and partner agencies.
• Ability to analyse complex information, weigh evidence and make balanced, evidence-based recommendations.
• Confidence presenting information and representing an organisation in formal meetings.
• Excellent organisational skills, with the ability to manage competing priorities and deadlines effectively.
• Ability to work independently, exercise sound judgement and make decisions in challenging situations.
• Competent knowledge and experience of using ICT within a work environment e.g. use of word processors, email and database systems.
• Ability and willingness to travel across Hertfordshire as required.

Desirable:

• Experience within a Local Authority, education, health or social care environment.
• Experience of representing an organisation during formal proceedings or dispute resolution processes.
• Knowledge and understanding of Special Educational Needs and Disabilities (SEND) and the issues that can arise in relation to Education, Health and Care Plans.
• Experience of identifying learning from complaints, mediation or legal challenges and contributing to service improvement.

This is an exciting opportunity to take on a unique and influential role at the heart of Hertfordshire's SEND system. As one of the first dedicated SEND Mediation Officers within the service, you will help shape how disagreements are resolved and play a key role in improving relationships between families and the Local Authority. Your work will focus on finding solutions at the earliest opportunity, helping to prevent unnecessary escalation and ensuring that children and young people remain at the centre of decision-making.

The role offers an excellent opportunity to develop specialist expertise in SEND legislation, dispute resolution and mediation while working closely with senior leaders and making a meaningful contribution to service improvement across Hertfordshire. If you are a skilled communicator with the confidence to manage challenging conversations, the ability to build constructive relationships and a passion for improving outcomes for children and young people with SEND, we would love to hear from you.

We welcome applications from candidates who currently reside in the UK with established proof of right to work documentation. We are not able to offer sponsorship at this time for this role.

This job role is Level 10.

To hear more about this opportunity please contact Alistair Hines (Alistair.Hines@hertfordshire.gov.uk).

Interview Date: Tuesday 25th August 2026

Benefits of working for us

Hertfordshire County Council is undergoing Local Government Reorganisation (LGR). If you are employed by Hertfordshire County on 1 April 2028, it is expected that most roles will transfer to the newly-created unitary councils on existing terms and conditions under TUPE (Transfer of Undertakings – Protection of Employment) principles.

LGR is one of the biggest changes we will face in a generation. It will reshape how we work and how services are organised and gives us a real opportunity to build something better.

We are proud to be a Disability Confident employer and guarantee an interview to anyone disclosing a disability whose application meets the minimum criteria for the post.

This role has been identified as requiring a Disclosure & Barring Service (DBS) check.

The ability to converse at ease with members of the public and provide advice in accurate spoken English is essential for the post.