Travel Assistance Service

We hope that you and/or you/your child/foster child have a positive experience when using the home-to-school transport service, and encourage you to offer feedback, suggestions and thoughts at all opportunities. By working together, we can ensure that everybody has access to the best service possible.

Every passenger, parent/carer, member of transport staff and journey matters to TAS - as such, we actively encourage an open dialogue to ensure we can continue to offer a positive, safe and reliable service to everybody we work with.

The Travel Assistance Process - How Travel Arrangements Are Made

Process for passengers with Special Educational Needs and Disability (SEND):

You/the parent/carer will be asked to complete the online application for SEN travel assistance. This can be found on the Sandwell Family Information Service website. This form is then processed by SEN to establish eligibility for Travel Assistance from the Local Authority and the method of travel assistance to be provided. For further information on Sandwell Council’s Travel Assistance Policy please view the Council's 'local offer' information page.

Please complete this form as soon as possible. Transport must be planned as early as possible ahead of each academic year. If submissions are not made far enough in advance, travel may not be set up in time for the start of the school year.

You/the parent/carer will then be asked to complete the customer return form, selecting their desired support level out of the options determined by the TAS and SEN teams. Depending on the level of support offered, there will be supplementary forms that the parent/carer will need to fill in. There will be a delay in setting up travel assistance if these forms are not filled in promptly.

If you/your child is determined to be eligible for travel assistance, there are 4 options that may be offered. It is important to note that you/your child may not be offered every form of support – what is offered is determined by the Travel Assistance Service and SEN teams.

Independent Travel Training

Independent Travel Training (ITT) is a programme where a specialist trainer works one-to-one with you/your child over approximately two weeks, accompanying them on their route to school until you/they can make the journey independently. You/they will build confidence and independence as you/they learn skills that will set them up for the rest of their lives. 

Travel Training is the process that teaches someone to learn how to travel a specific route on their own and in a safe and responsible way. We do this by offering:

• a unique learning programme specifically designed to meet each trainee's individual needs
• one-to-one flexible bespoke training by a qualified travel trainer
• support gradually phased out until the individual feels confident and competent enough to do the journey alone
• the option to achieve an Entry Level 3 qualification, nationally accredited by Open Awards in Skills for Independent Travel (for FREE!)

As an independent traveller, you/your child will:

• find it easier to get to school, college, day opportunity or work
• have more choice and be able to go to new places independently
• have more freedom and more independence
• learn how to be safe on, and near, roads and in the community
• discover more of your community
• be less reliant on family or carers.

As well as this, Independent Travel Training will help you/your child with:

• Journey planning – how to get to where you want to go!
• Knowing what you will need to take with you for your journey
• How to stay safe when out and about in the community
• How to develop your personalised ‘coping strategies’ – including our personalised ‘what-if’ scenarios!
• Ways to develop and improve your confidence and independence
• Building your confidence to research, plan and competently travel by bus, train or tram!

Travel training involves a home visit to assess suitability and does not necessarily mean you/your child/young person will be suitable for travel training.

If deemed suitable our experienced travel trainers are there every step of the way until they think you/your child/young person can travel independently by themselves.

All eligible children and young people will be referred to ITT, and you will be offered the option to be prioritised for assessment. If you/your child is found to be suitable following the assessment, the ITT team will arrange a home visit to meet with you and Test Case before any training begins. There is no obligation to proceed to a full programme, and nothing moves forward without your agreement.

Email the Independent Travel Training Unit

Bus Pass

A free bus pass will be issued in you/your child’s name, valid for use on the local public transport network at any point during the week — not just for the journey to and from school. It is also valid during weekends and holidays.

If you/your child requires supervision while travelling, a bus pass can also be provided for a parent or carer to accompany them.

Mileage

If you are able to drive yourself/your child to school yourself or organise for a trusted friend or family member to take them, we can reimburse you for the home to school journey. That covers four journeys a day and you can claim back monthly. It gives you flexibility over timing and pick-up.

If you/your child is eligible for travel assistance and you choose mileage, you will be asked to provide your bank account details and will be provided with a mileage form. You will use this to record days of attendance for you/your child and submit it monthly, following which, payment will be made to reimburse you for the journeys made.

Personal Travel Budget

A Personal Travel Budget (PTB) is a contribution from Sandwell Council to help you make your own arrangements for getting Test Case to school or their place of education. It is flexible and designed around what your family actually needs — it does not have to be spent in a fixed way. For example, it could be used to cover the cost of bus fares, contribute toward fuel costs if you drive you/your child to school, help with the cost of a breakfast club or after-school provision that makes the school run more manageable, or support any other practical arrangement that enables you/your child to get to school safely.

If you/your child is eligible for assistance and you choose a PTB, you will be asked to give your consent to having a PTB and provide your bank account details, following which, regular monthly payments will be set up.

Vehicle Support

If you/your child is eligible for assistance and you choose vehicle support, you will be directed to the online Travel Assistance Service Passenger Information Form. This form provides TAS with specific information that will be used to procure transport and ensure that their needs can be met on transport.

When TAS receive the TASPIF from SEN, the information is used to procure transport to ensure that the passenger’s specific needs are catered for. It is important that as much information as possible is provided to enable successful and safe arrangements to be put in place. If the Passenger has Epilepsy, Type 1 Diabetes and or a medical condition requiring them to have a care plan (this must be provided to TAS), TAS must request additional information to complete an individual risk assessment before transport can be set up. There will be a delay in setting up transport if TAS does not receive this information.

Transport will only be provided to and from the home address and school/centre address stated on the travel assistance request form. No alternative address can be used.

TAS use a Framework to procure transport, allowing transport providers who have met comprehensive assessment criteria to quote for transport work.

TAS have robust systems in place to set up and manage transport contracts throughout their duration. Starting from the offer of the meet and greet (between passengers, parents/carers and transport staff), through to dealing with any day-to-day operational issues that may arise.

Where possible, an introductory ‘meet and greet’ will take place between the new transport staff, passenger and family before the start of transport. In instances where there is a quick turnaround of transport arrangements this may not always be possible.

We have enhanced safeguarding standards: All drivers and passenger assistants will have enhanced criminal record background checks (DBS) to enable them to work with children, young people and adults. Following the introduction of our new capability tests, transport staff from 2019 will have demonstrated proficiency in both verbal and written English and passed courses in Passenger Assistant Training (PATS), Level 1 Safeguarding, Child Protection and Child Sexual Exploitation awareness training.  Transport staff will then be issued a TAS identification badge which is renewable annually.

Working in partnership with our Transport providers, our priority to ensure that all passenger journeys are in line with the recommended journey times as outlined by the Department for Education (DfE). It is worth noting that Government guidance recognises this is not always possible, depending on the location of the learning establishment in relation to the home address. 

TAS will always ensure that all passengers arrive at their destination as soon as possible. In the unfortunate situation of a vehicle breakdown or a change of transport staff/vehicle, our priority will always be to ensure a replacement vehicle or staff are dispatched as soon as possible, and parents/carers are kept informed using our texting service.  The school/centre will be informed following this if required.

On occasion and at short notice, transport staff on vehicles may change, wherever possible you will be informed as soon as TAS has been made aware. This can be for a variety of reasons such as illness, training or leaving the company etc. We advise transport providers to give TAS, passengers, parents and carers as much notice as possible but accept that in all situations this is not always possible. All replacement transport staff whether temporary or permanent will have been through the TAS badging process and are therefore authorised to work on Sandwell Metropolitan Borough Council (SMBC) transport contracts.

While the transport service can generally guarantee a reliable and punctual service, unpredictable factors such as passenger lateness/illness, adverse weather, roadworks, heavy traffic, vehicle breakdown or other unforeseen situations may result in occasions where vehicles arrive later than scheduled. In these circumstances we ask for your patience and understanding, and if you are concerned, we advise you contact TAS for more information.

Unfortunately, specific pick up/drop off times of passengers cannot be arranged to meet personal circumstances. This is due to a route for an individual or group of passengers being put together to ensure the shortest amount of time on a vehicle.

Transport arrangements, such as pickup/drop off times may change when other passengers join or leave the route or if school/centre opening hours change.

On occasion, the transport provider may need to change – you will be informed as soon as possible if this happens.

Essential Information

All Passengers information must be kept up to date and must be reviewed annually. All Passengers and Parents/Carers will be contacted at the end of each academic year to ensure that the information TAS hold is accurate and up to date.

You must ensure you/you/your child/foster child is ready from approximately 7.45am (unless expressly confirmed in writing by TAS). If passengers are not ready to leave when the vehicle arrives, the vehicle will unfortunately have to continue with its route to ensure that other passengers arrive at their destination on time. A calling card will be left at your property. It will then be your/parent/carer’s responsibility to ensure that you/their child/their foster child is taken to school/centre and to contact TAS to request a return journey.

You/the parent/carer may be charged for any costs incurred relating to waiting times should the transport arrive and there is not a responsible adult home to receive you/your child/foster child or the passenger is unable to enter your home/building when being dropped off if they are a key holder and transport are required to wait with the passenger. TAS reserves the right to suspend transport, and it will only be reinstated once confirmation is received from the parent/carer that there are sufficient arrangements in place.

Parents/Carers must take passengers to the vehicle: This is not the Driver/Passenger Assistant’s responsibility. Transport staff will assist the passenger onto the vehicle, ensuring that they have their seatbelt on and any relevant safety equipment is in place. Drivers/Passengers Assistants do not sound their horn when they arrive. If no-one leaves the house the transport staff will contact TAS to inform the office and leave a ‘calling card’ through your door which confirms that they attempted to collect the passenger that day. The vehicle will have to then continue as passengers on board and those due to be collected will still need to arrive on time at their destination.

Parents/Carers must collect passengers from the vehicle: Transport staff will assist the passenger from the vehicle. If a responsible adult is not at home to receive you/your child/foster child, TAS have an Abandoned passenger policy which they will use in this event. TAS reserves the right to suspend transport, and it will only be reinstated once confirmation is received from the parent/carer that a responsible adult will be at home.

If you would like you/your child/foster child to have a house key to let themselves into your home/building, TAS will require written authorisation from you detailing this arrangement. This authorisation will be passed on to the transport provider and noted on TAS records.

Make sure you/you/your child/foster child understands the standard of behaviour which is expected when they are travelling to and from school/centre. Any inappropriate language and abusive, threatening or sexualised behaviour towards Transport providers, Drivers, Passenger Assistants, other passengers or TAS will not be tolerated. Any such behaviour or inappropriate language may jeopardise your/you/your child/foster child’s transport provision.

Parents/Carers/You must inform TAS of any change in contact details (mobile numbers, email address and emergency phone numbers). This ensures that TAS can keep you informed of any changes, delays, breakdowns etc that affect you/you/your child/foster child.

Parents/Carers/You are to inform TAS of any changes in health, medical condition (e.g. Epilepsy, increased frequency of seizures, diabetes), wellbeing or behaviour which may impact on that passenger’s wellbeing on transport or that of other passengers/transport staff. Whilst helpful to report these matters direct to transport staff, transport providers or school/centre, these must be logged by TAS in the first instance.

Transport staff are not able to administer medication. In any medical emergency whilst on transport, staff will call 999 for emergency assistance.

How can you help us to ensure transport runs smoothly?

For the transport service to run effectively, your support is essential. You can help us by being aware of the following information:

• As parents/carers you know you/your child/foster child best. Parents/Carers and schools/centres should offer advice and training for transport staff, where required, enabling them to successfully meet specific passenger needs e.g. calming strategies, use of communication/visual aids etc.
• The school/centre, where possible, can provide resources/materials e.g. PECS, picture cards, visual aids, etc. for identified passengers to aid transition on and off transport and for use on the journey for communication between passengers and transport staff. Parents/Carers can assist by using these with the passenger to prepare them for transition to transport.
• If you/you/your child/foster child is transported in a wheelchair, any changes to the wheelchair must be reported to TAS. Changes can include new wheelchairs, modifications, etc. Transport providers have been advised not to transport you/you/your child/foster child if changes have been made and TAS has not been notified, this is due to health and safety reasons. Passengers will not be allowed to travel in a wheelchair where there are faults; these will include faulty brakes, deflated tyres, faulty or missing foot plates etc.
• If you/you/your child/foster child is taken ill or needs collecting during school/centre hours, it will be your responsibility to arrange your/their collection. Transport will not be provided by TAS in this instance.
• You/Parents/Carers are to inform TAS if the passenger has been suspended/excluded from school/centre resulting in transport not being required or if the passenger does not require transport for any period of time. You should not contact the Transport provider/Driver/Passenger Assistant directly. TAS log all calls on the transport log this ensures that SMBC is not paying for unnecessary journeys.
• You/Parents/Carers are to inform TAS immediately if there are any concerns regarding transport (including safeguarding, vehicles, equipment, transport staff or other passengers) and report any transport related incident(s) as they occur. This also includes if transport has arrived early or if there is a late drop off or collection of passengers.
• Parents/Carers are to inform TAS if they will be taking/have taken their child/foster child into school/centre themselves (e.g. following a medical appointment in the morning) where a return journey on transport will be required. Parents/carers and adults should not contact the Transport provider/Driver/Passenger Assistant directly. TAS log all calls on the transport log.
• You/Parents/Carers are to inform TAS of any journey cancellations due to illness, medical appointments etc. You should not contact the Transport provider/Driver/Passenger Assistant directly. TAS log all calls on the transport log this ensures that SMBC is only paying for journeys that are necessary.
• The Transfer Record for passenger’s personal items (TR4) is to be completed between you, parent/carer, transport staff and school/centre when required. This could be used for things such as letters, medication, dinner/trip money etc that specifically needs to be handed over to a responsible adult and signed for. This is a signed record and should accurately document the transfer of items. When passing on items for safe transit, these must be in a sealed envelope and clearly marked with your/you/your child/foster child’s name and any instruction. Medicines/money MUST NOT be placed in your/you/your child/foster child’s bag for them to take to school/college/centre. Any personal items taken on transport are done so at your/ the parent/carer’s risk and the transport provider will not be responsible for any loss or damage that occurs during the journey.
• All school/college/centre bags must be clearly visible with your/you/your child/foster child’s name displayed. This includes any clothing which can/may be removed during the journey, including coats, jumpers, cardigans, etc. Unfortunately, TAS cannot guarantee that luggage can be transported with you/you/your child/foster child on their vehicle if there is insufficient room or method to safely secure the item(s).
• Parents/Carers/You must inform SEN of a change of home address for the passenger as this may affect their eligibility for travel assistance. TAS then action any changes when authorised by SEN.

Pupil’s needs may change during the academic year. Schools/Learning establishments and parents/carers must ensure that passenger’s information is kept up to date with TAS and the transport staff, i.e. height and weight (for car seats etc), equipment requirements (e.g. wheelchair, harness), medical needs, medication and behaviour. This enables TAS to ensure that the transport arrangements are as safe as they can be for all parties, that they are compliant with legislation and continue to meet the passenger’s needs. TAS will request updated information from parents/carers annually.

View the latest version of the TAS parent and carer guide

TAS staff and transport staff are here to help and have the right to work without fear of abusive or aggressive behaviour. Personal, abusive and aggressive comments or gestures towards TAS or transport staff will not be tolerated.

We make contacting TAS as easy as possible. Our office hours are Mon-Fri 7.30am – 5.00pm term time and Mon-Fri 8.00am – 4.00pm non-term time:

Email the Travel Assistance Service

0121 569 4888