This project focuses on developing and implementing a framework to include Experts-by-Experience (EbE)—individuals with personal experience in health issues and the social security system—within the Dutch Social Security Agency (UWV). By involving these experts, the goal is to enhance support for disability benefit recipients and strengthen the connection between clients and professionals. EbEs use their lived experience to bridge gaps in understanding, creating a supportive environment where recipients feel understood, valued, and encouraged to explore their strengths.
In addition to direct client support, this project examines how EbEs can contribute to policy development, service improvement, and ultimately, client satisfaction. By integrating EbEs into UWV services, the project aims to provide a holistic approach to supporting clients as they navigate social security processes and work toward sustainable employment outcomes.
Our study took a two-phase approach:
Phase 1, Initial research: We conducted a thorough review of existing literature, internal documents, and interviews to form a solid foundation for understanding EbE roles and their impact, and how this could be implemented within UWV.
Phase 2, Pilot Implementation: EbE support was pilot set up in four locations, with regular team meetings and feedback sessions to observe the process and gather insights on its practical application for future implementation.
Positive impact on recipients: EbEs could help recipients feel empowered, fostering a sense of understanding and trust. By connecting over shared experiences, EbEs could enable recipients to focus on their strengths and take steps toward work reintegration.
Benefits for professionals: The EbE approach could also support professionals, helping them to view recipients’ experiences more holistically and enhancing the client-centered approach to work reintegration.
Implementation challenges: While the benefits are clear, successful integration of EbE support requires resources, staff, and strong organizational support to ensure sustained impact.
By incorporating EbEs into work disability recipient services, organizations can enhance service quality, improve client experiences, and strengthen their commitment to supporting individuals in their return-to-work journey. However, to fully unlock the potential of EbE, additional resources and support are essential. This project highlights the transformative potential of lived experience in reshaping work-focused healthcare for disability benefit recipients.
Email: n.zipfel@amsterdamumc.nl
