Consultation Hub
Consultation Hub update March 2025
As many of you will be aware the Local Authority has been reviewing the current arrangements for the Consultation Hub specifically the requirement for consent to have been sought from a parent/carer* prior to accessing the advice line.
From Monday 3rd March 2025 Designated Safeguarding Leads** (DSLs) will no longer be required to have sought consent from a parent/carer to be able to seek advice from the CPSLO Service via the Consultation HUB. As the CPSLO Service is the Local Authority’s quality assurance offer for safeguarding practice in Hertfordshire education settings, this change has been made to improve the way in which DSLs can access support from the CPSLOs.
The Local Authority is committed to ensuring that all practice embeds the priorities and principles of Hertfordshire Safeguarding Children Partnership (HSCP) to work in collaboration and partnership with all professionals within the partner statutory agencies as well as the children and families in Hertfordshire. In line with these principles, the removal of the consent requirement does not change our expectations that, where appropriate, all possible attempts are made to engage parents/carers in conversations about your concerns and to ensure they are aware of the actions you intend to take to seek advice; but not having consent will no longer prevent a DSL seeking advice to assist them in their decision making.
The terms of reference for the Consultation Hub will remain the same, notably:
- The line is available to DSLs in education settings only*** (including early years provisions linked to a school setting). Wider school staff and visitors are expected to report and share concerns in line with their internal child protection procedures.
- The line is available to support DSLs when they have concerns about a child and are not sure which level in the continuum of need or referral pathway would be suitable to provide support and address risks. The line is not available for emergencies or concerns of an urgent nature, if you believe matters require an immediate response by Children’s Services or the Police, the relevant child protection pathways should be followed and not delayed by accessing the Consultation HUB.
- DSLs are expected to have consulted the Children's Services Continuum of Need 2025-26 (see document below) prior to the call and provide the CPSLO with a succinct overview of their concerns, any previous history and support offered and their view on the current risks and impact to the child/ren. It is preferred that the DSL has sought the views of parents/carers and where possible the views of the child/ren.
- Where a DSL is of the view that the risks to a child require a request for support to the Local Authority (early help or child protection), they should progress referrals accordingly in line with local procedures; DSLs are not required to call the Consultation Hub to ratify decision making.
- The advice provided by the CPSLO during the call will act as guidance only based on the information provided by the DSL at the time of the call ensuring the DSL is equipped as much as possible with information about local multi-agency procedures, thresholds and practice expectations in line with Keeping children safe in education - GOV.UK.
- The DSL is responsible for any decision making and actions taken after the call, where a recommendation is made to consider a request for support into the Local Authority, the DSL is expected to follow local procedures including seeking consent, where appropriate from parents/carers.
The DSLs remain responsible for ensuring that a succinct written record of the call is added to their internal safeguarding files for the specific child, as applicable, including a clear overview of the recommendations, any actions they identify and the outcomes. The child/ren’s file should already contain a written record of the DSLs’ concerns and decision to access the Consultation Hub as an action.
*Parent/carer must have parental responsibility for the child
**Designated Safeguarding Leads including all Deputies (DSL/DDSL)
*** Education settings including academies, MATs, independent, ESCs and settings out of area who have children on role residing in Hertfordshire.
We hope that you will welcome these changes and the CPSLOs look forward to continuing to support DSLs and strengthening the quality of multi-agency working and services provided to the children and families in Hertfordshire.
Contacting the Consultation Hub
The Consultation Hub is available to all Designated Safeguarding Lead’s (DSL) of educational settings within the County, and those based in schools outside of the County when the child resides in Hertfordshire. The advice line is also available to DSLs within Early Years settings if they are linked to the school’s workforce but not those which may be based on school site which function as independent and/or private provisions.
The aim of the Consultation Hub is to give solution focussed advice for cases in which the concerns are not of a child protection nature.
Consultation Hub number: 01438 737511 (this number MUST NOT be given to members of the public)
The Consultation Hub is open term time only: Monday to Thursday 9am to 5pm and Fridays 9am to 4pm. The hub is closed for lunch each day between 1.30pm and 2.30pm.
At peak times when the Consultation Hub is busy, please kindly leave it a few minutes before you call back. Please do not set your phone to repeat dial or leave a message as these are not picked up. Please see the signposting below to other avenues of support when Consultation Hub is busy or closed. Do not phone 0300 123 4043 to ask for advice.
Before contacting the Consultation Hub please ensure that you have checked the Continuum of Need document above to provide assistance to your assessment of the level of support the child and family might need and that you follow the HSCP procedures regarding parental consent to share information with us before the consultation. It will also support the consultation if you have spoken to the child in advance where possible.
If you feel that speaking to parents before the consultation will put the child at risk of harm, then please check level 4 of the continuum to consider if this is the more suitable pathway and therefore an urgent request for support may be required.
If you need to make a Child Protection Referral please either phone 0300 123 4043 if urgent or complete a Request for Support.
Do not phone the Consultation Hub:
- If the family already have support in place such as a Families First Assessment as we are unable to take those calls. Please phone the Key Worker direct to discuss your concerns and the Key Worker in turn will be able to contact the Supporting Families Practice Team for advice.
- If the family are open to one of our Children Services Teams (Assessment Teams, 0-25, JCPIT, IFST, SASH, Services for Young People) we are unable to complete a consultation. Please contact the allocated worker direct and if not available the team’s duty number. You are also able to call 0300 123 4043 to request a call back.
- To have concerns ‘noted or logged’ on a system. Internal School Systems should be used for these concerns.
- As a directory of services
Other avenues to support:
Early Help advice via:
Ask Sali (SEND Advice Line for Inclusion)
Education Hub – an informative and advisory service for Social Care and schools for pupils known to Children’s Services - education.hub@hertfordshire.gov.uk
Request for Support Form Early Help and Child Protection:
Hertfordshire County Council: Report concerns about a child or request support
Recording:
The call advisor will create a brief case note on the child’s EHM file with an overview of the concerns shared and recommended actions for auditing purposes. The DSL is expected to record a detailed overview of the consultation within the child’s safeguarding records on the school’s database alongside the recommended actions and subsequent outcomes. Where a referral or request for support is recommended, it is expected that the DSL completes the relevant form in full and of good quality to ensure the gateway can make a fully informed decision.
In line with HCC’s data protection policies, all consultations recorded on EHM will be subject to the usual data processing and can be made available to relevant parties through Subject Access Requests for information.