Section 09 · Working with Advocates
The handover process
How a case handover works when an advocate transfers your case to a colleague, leaves the platform, or you move to a new advocate.
After reading this article you can
- Understand when and why a handover might happen
- Know what a handover involves for you
- Manage a transition between advocates smoothly
Advocate relationships sometimes need to transfer. Your advocate might leave the platform, be unavailable for a period, or you might find that a different advocate is better suited to your needs as your case develops. The handover process is designed to make this transition as smooth as possible.
When handovers happen
Advocate-initiated handovers: the advocate is at capacity, leaving the platform, or transferring your case to a more suitable colleague within the same organisation.
Family-initiated handovers: you feel the relationship is not working and want to move to a different advocate.
Organisation handovers: if you are supported by an organisation rather than an individual, your case may be assigned to different advocates over time as their availability changes.
What a handover involves
When a handover is initiated, the incoming advocate is given access to:
- The message history from your advocate connection
- Your Vault (if you grant access, you will be asked to confirm this separately)
- A case summary note that the outgoing advocate should prepare
The Vault access does not automatically transfer, you must explicitly grant access to the new advocate.
If you want to change advocate
Contact your current advocate
It is courteous to inform your current advocate that you are considering a change. They may be able to suggest a better-suited colleague.
Find a new advocate
Browse the directory and send a support request to the new advocate, noting that you are transferring from an existing relationship.
End the current connection
From Advocates > [Advocate name] > Manage, select End support relationship. This closes the connection and revokes their Vault access. Your message history is retained in your account.
Grant access to the new advocate
Once the new advocate has accepted your request, grant them Vault access as you would normally.
Continuity of your records
Your Vault, timeline, EHCP case, and all records remain unchanged throughout any handover. You never lose your case history, only the advocate's access changes.
What to do next
- 1
Read about ending support
The next article explains how to formally close a support relationship when your case reaches a natural conclusion.
Next in this section
Ending support
How to close a support relationship with an advocate in SEN Evidence Vault when your case reaches a resolution or you no longer need active support.
Related articles
What is an advocate
What SEND advocates do, the different types available through SEN Evidence Vault, and when working with an advocate can make a difference to your case.
Finding an advocate
How to search the SEN Evidence Vault advocate directory, what to look for in an advocate profile, and how to make initial contact.
Sending a support request
How to send a formal support request to an advocate through SEN Evidence Vault, what to include, and what happens next.
Open the app
Try this in SENVault
Find an advocate, grant vault access, and manage support requests.
Open SENVault