Case Officer in London

We are seeking a SENDIASS Case Officer to join our Havering SENDIASS team.

Havering Special Educational Needs and Disabilities Information Advice and Support Service (SENDIASS) is a free, impartial and confidential service that provides information, advice and support to Havering parents/carers with children aged 0 - 16 with Special Educational Needs & Disabilities (SEND) and also to Young People themselves with SEND aged 16 to 25 years. SENDIASS operates at arms-length from the Local Authority and information and support is provided to Service Users on SEND matters relating to education, health and social care.

An exciting opportunity has arisen within Havering SENDIASS for a Case Officer. The successful candidate will become part of a Team that provides information, advice and support to a wide variety of audiences including parents, children, young people, schools and other professionals.

The post holder will be required to work normal office hours 36 hours per week but occasional attendance at some evening and weekend events may be needed. The role will primarily entail working from home, however may be required to work from other locations around the borough as the role requires.

The Post Holder will be given the opportunity to continue their Professional Development by undertaking further training relevant to the role such as SEND Training and Safeguarding Training. You will be responsible for dealing with enquiries that come into the Service via the telephone, email or website and be able to work independently and as part of a well-established Team. You will manage your own caseloads (including complex cases) ensuring that accurate and up to date case notes are kept and will follow safeguarding procedures to report any concerns. You will support in resolving issues and difficulties associated with parents/carers of children and young people with SEND accessing education, health and social care support.

You will have excellent interpersonal and customer service skills, with the ability to communicate effectively with a diverse range of people, establishing and maintaining effective working relationships. You will have effective listening skills with the ability to show empathy and defuse and manage emotional and volatile callers/situations in order to identify the key issue or concern. You will be able to work independently using your own initiative when required but will also be able to work successfully within in a Team. You will be organised and able to manage competing priorities whilst still ensuring a high level of timely and accurate support is given to Service users. You will need experience of office systems, procedures and IT support systems.

Qualifications:

• Preferably 5 GCSEs at grade C or above, including maths and English (or equivalent level qualification)
• A qualification in Customer service would be desirable
• IPSEA level 3 SEND legal training or work towards

Knowledge:

• Of SEN processes and comprehensive understanding of the childcare sector and the National Childcare Strategy
• Detailed understanding of current SEND legislative framework, particularly affecting SEND processes
• Of solution focused thinking skills
• Knowledge of delivering service plan objectives

Experience:

• Of managing demanding caseloads and competing priorities
• Of working in ways which empower and encourage participation of parents/ carers and young people
• Of multi-agency working at a variety of levels including very senior members of organisation such as Head teachers, health and social care professionals
• Writing confidential reports and being able to defend arguments robustly
• Of working with families of children with special educational needs/ disabilities
• Of high level negotiation and influencing skills in emotionally charged situations
• Of service accreditation and process undertaken to ensure high quality

The closing date for the receipt of applications is 6th August 2026 however interest in this job may be high and we therefore reserve the right to close the vacancy early. For further details on this role, please read the Job Description. Shortlisting to be scheduled for 10/8/26. You will be notified if your application has been successful. Interview date scheduled week commencing 19/8/26.

We want everyone to choose Havering. When you apply for a job with us, your application is considered on its merits regardless of your age, disability, ethnicity, faith, gender identity or sexual orientation. Our residents and service users come from all walks of life, and so do our employees. Find out what it means to Choose Havering.

The London Borough of Havering has important responsibilities for safeguarding and promoting the welfare of children, young people and vulnerable adults. If you are appointed to a job that involves working with these groups, you may be subject to a Disclosure and Barring Service (DBS) check.

With its excellent transport links into central London, extensive town centre regeneration and the highest concentration of green space anywhere in London, Havering has a unique offer as a place to live, work and visit. By making the most of its position and opportunities, Havering is becoming a hub for start-ups and expanding businesses, as well as construction, logistics, engineering and manufacturing industries.