Information and Advice Service 


Our information and advice service ensures parents of children with additional learning needs (0 -25) have access to independent information, advice and support so they can make, informed decisions.

We aim to give people:

  • the skills to confidently share their views, explore all options, make decisions and develop good relationships with professionals
  • the knowledge needed to understand their rights and take whatever action needed to resolve issues in the best interest of the child or young person.

Our service is:

  • Impartial – we don’t take sides, we give information which is based on the law to help you choose and make decisions.
  • Confidential – we don’t share your information unless you say we can
  • Free – there’s no charge.

We give information, advice and support for all ALN issues at every stage of a child’s education and about any issue. If you think your child may have ALN, but they don’t have a diagnosis, we’re here to support you too.

    The service provides up-to-date information on the following: 

    • Your child/young person’s rights
    • Your rights and opportunities to participate
    • The duties of schools or colleges towards children/ young people and their parents
    • Local authorities’ duties towards children/young people with special educational needs and/or disability and Additional learning Needs (ALN) and their parents
    • Where you can find extra help and advice
    • What you can do if you disagree

    Sometimes information alone is not enough. You may want casework support.

    We can:

    • Listen to, and help you to, voice your views and concerns
    • Work with you to explore your options
    • Help you to understand your family’s rights in relation to ALN
    • Help you prepare for and if possible attend meetings with you
    • Understand reports, letters, processes and support you to write letters and express your views
    • Support you with assessments and IDP’s
    • Help you to resolve issues and find solutions
    • Provide advice and support if you can’t agree
    • Make representations on your behalf

    You can access our information and advice service in a number of ways:

    Bilingual Telephone Helpline Service 

    0808 801 0608

    Our telephone helpline is open Monday – Friday from 9.30 am – 4.30 pm and provides information and advice on any educational issue that is a result of a child or young person’s ALN.   Our helpline advisers will give you up-to-date information on ALN, help you explore options and identify appropriate actions.

    Our helpline is for parents, carers and family members of children with additional learning needs (ALN), and for young people with ALN wanting  support.

    The person who answers your call will take your details and arrange to ring you back – this is to save the charity money so that we can give more service.

    Our helpline is extremely busy, if your call has not been answered after 10 minutes, the call will be ended, and we ask you to please try calling again later in the day.  Advice and support for referrals is not available on other SNAP Cymru numbers.

    Telephone helpline appointment Bookings

    You can also book an appointment for a telephone helpline call.   Appointments are made available by our advisers on a rota basis and are added to the Appointments Calendar 1 month in advance. If there are no slots available, do check again soon as appointments are released regularly. You will be asked to complete an information form when you book the appointment.

    Online enquiry form

    Alternatively you can complete our  ‘online enquiry form’ which is a great way to get answers to straightforward or more in-depth questions by submitting an enquiry using our ALN enquiry form on our website:

    To prepare for your call, we recommend you:

    • Make a note of the key issues you wish to discuss ready for your call
    • Find a quiet place where you can talk, if possible
    • Have a pen and paper to hand to make notes
    • Setting aside up to 30 minutes for your call
    • During your helpline call, our adviser will ask you for personal information about you and the child/young person your call is regarding. Full details about how we use this information can be found in our privacy policy.