For schools · SENCOs

A guide for SENCO and pastoral teams

How Vayacare works with your school, what to expect from our team, how to share information about a child, and what to do in different situations.

Frequently asked questions

Common questions from SENCOs and pastoral leads about working with Vayacare.

How does Vayacare prepare drivers for children with complex needs?

Every driver receives a digital communication passport for each child on their route before the first journey. This includes sensory profiles, communication methods, anxiety triggers, routines, and medical information. Drivers receive child-specific briefings and hold relevant training such as Makaton, Team Teach, and PRICE restraint techniques where required.

What happens if a child discloses something to the driver?

Drivers are trained to listen and not question further. They submit a structured welfare note immediately via the driver app. The Vayacare DSL reviews within two hours. If it meets the threshold, the relevant local authority is notified within 30 minutes. Schools are notified in line with KCSIE guidance.

Can we provide updates to the communication passport mid-year?

Yes. Parents update the passport via the parent app at any time. Changes are version-controlled and the driver app shows the most recent version. We recommend schools also flag changes to the transport team via the ops line so we can update our records immediately.

What information do you need from us at the start of term?

For each child: EHCP reference, any updated transport needs, named contacts, specific school gate handover protocol (e.g. which staff member accepts drop-off), and any term-time appointments that require early release. Holiday and INSET dates should be confirmed at least 3 weeks before term.

How do we raise a concern about a driver?

Contact the Vayacare ops line (0800 123 4567) immediately. Do not escalate directly to the driver. All driver concerns are investigated by the DSL within 24 hours. If a concern relates to safeguarding, it will be treated as a Tier 2 incident with full investigation, evidence gathering, and LA notification.

What happens if a child is not collected at the end of the school day?

If no authorised adult is present at the agreed drop-off point, the driver stays with the child and calls ops immediately. Ops contacts the parent or named emergency contact. The school is informed. The child is never left unattended. If no contact is made within 30 minutes, we follow the local authority protocol for uncollected children.

Operational protocols

Morning handover

1.Driver waits at agreed point — 5 min before window opens

2.PA accompanies child from door to vehicle

3.Driver confirms name and registers child in app

4.Parent is notified of departure

Afternoon handover

1.Driver arrives 3 min before scheduled drop

2.Child handed to named adult only

3.If no adult present: driver stays, calls ops

4.Parent notified of arrival

Safeguarding disclosures

1.Driver listens, does not probe or question

2.Welfare note submitted immediately after journey

3.DSL notified by ops within 2 hours

4.School SENCO contacted in line with KCSIE

Medical emergency en route

1.Vehicle stopped safely, hazard lights on

2.999 called immediately if serious

3.Ops notified: 0800 123 4567

4.Child not moved unless unsafe to remain

Key contacts

Ops line (24/7)

0800 123 4567

All route queries, incidents, cover requests

Vayacare DSL

Jenny Walsh — 07700 900 142

Safeguarding concerns, welfare escalation

Compliance

Tom K. — 07700 900 187

Driver certs, vehicle records, DBS queries