Experts by Experience
Shaping the Future of Waterloo Community Counselling
At WCC we believe that lived experience is essential to how we design and deliver our services. People who have been through our services, either with lived experiences as refugees or asylum seekers or mental health challenges, know better than anyone about what works, what’s missing, and what we could do better.
Our Expert by Experience (EbE) Group brings together former clients, refugees, asylum seekers and migrants to shape how WCC grows, listens and responds.
Following a co-production session in May 2025 focused on groups and activities, a dedicated EbE group launched the following October with the aim of placing lived experience at the heart of WCC’s decision-making.
Services are stronger when shaped by the people who use them
Our Vision for Waterloo Community Counselling
- Clients feel welcomed, listened to and valued.
- Lived experience is fully integrated into leadership and decision‑making.
- Services become more inclusive, more accessible and more culturally attuned.
- Former clients grow as ambassadors, advisors and, potentially, future trustees.
Our mission for the Expert by Experience group
- Lived experience should influence how WCC makes decisions.
- Participation must be meaningful, not tokenistic.
- All voices must be welcomed, respected and empowered.
- Members should have real opportunities to develop skills and act as ambassadors.
In the short time it’s been running, The Expert by Experience Group has brought fresh insight, creativity and courage to our work at WCC. Together we’re building a service shaped by the people it exists to support!
Who the Group Is For
- Travel reimbursement
- Refreshments
- A £15 voucher per meeting
- Interpreters, translated materials, and creative tools
- A safe, welcoming, inclusive space facilitated by skilled staff
Meetings are held three times a year at accessible, community locations. More opportunities to get involved with activities – such as meetings, strategy planning, and workshops – pop up throughout the year!
What the group is working on this year
Cultural understanding of therapeutic experiences
- Co-creating a Multicultural Therapy Guide for Clients.
- Developing an EbE‑informed Guide for Therapists.
Improving communications & the client journey
- Removing outdated signage to reduce confusion.
- Gathering consistent explanations of WCC services for referrers.
- Updating the discharge letter to include signposting to groups.
- Revising the waiting list email to explain the counselling process, include group information, and link to resources.
- Planning website updates to improve clarity and accessibility.
Supporting individual initiatives
Members have expressed interest in:
- Writing blog posts
- Exploring counselling training pathways
- Co‑facilitating or running a women’s group
- Organising an art exhibition
- Developing trans‑inclusive and non binary meetups
WCC staff are actively supporting these interests through training, introductions and funding research.
Strengthening Community Links
- Deepening partnerships with arts and community organisations.
- Sharing more information about groups from the start of the referral pathway.
- Celebrating and encouraging participation in creative and peer‑led spaces.
Looking Ahead
The EbE group will continue to meet regularly, shaping WCC’s development across:
- Service design
- Communications and outreach
- Recruitment panels
- Trustee and staff meetings
- Campaigns and fundraising
- Organisational strategy planning
In future, members may attend AGMs, staff meetings, and board meetings to share feedback directly with WCC leadership. WCC will provide clear feedback on which recommendations are implemented and track the impact of the group over time. After the first year, the group will take part in a shared review to strengthen inclusivity, impact, and sustainability.
