Reflections from Our Second Expert by Experience Session

At the end of March, we held the second gathering of Waterloo Community Counselling’s Expert by Experience (EbE) Group —- a space where refugees, asylum seekers and migrants who have experience of counselling at WCC come together to help shape the future of the organisation.

Building on the momentum of our first meeting, Session 2 brought a mix of returning and new members, each offering fresh insights, thoughtful reflections, and powerful suggestions for making WCC more welcoming, accessible and responsive.

Across three hours of discussion, creativity and honest sharing, the group helped us deepen our understanding of what the WCC experience feels like from the very first referral to longer‑term support needs. Below are some of the key themes and the actions we are taking forward.

1. First Impressions: What It Feels Like to Arrive at WCC for the First Time

New members shared candid reflections about arriving at WCC and what it feels like to step into therapy for the very first time. Many described not knowing what to expect, feeling anxious, or worrying about small but stressful details such as pressing the wrong doorbell. Several people also said they initially struggled to find the building, especially before our new signs were installed.

These insights highlighted the importance of clear, simple and welcoming pre‑arrival information. The group suggested:

Updating the directions we send to clients, including a picture of the correct door (which is now in place)
Ensuring the entry bell instructions are easy to understand
Reviewing our map and directions with EbE members
Creating a short guide for referrers so that people receive the same clear information no matter where they’re coming from

Next steps:
We will work with group members to refine the written and visual information we provide before someone attends their first appointment or group, helping to reduce stress and build confidence from the outset.

2. Understanding Therapy: From Confusion to Relief

Many participants shared how unfamiliar psychotherapy felt when they first arrived. Several described a period of confusion before discovering the relief, connection and emotional release that came through being heard.

Comments such as “It was the first time someone listened to me” and “All that is heavy felt light afterwards” captured the power of the therapeutic relationship.

Some members also noted that the differences between therapy types: psychotherapy, CBT, group therapy were not clear before starting. This reinforces the need for accessible, culturally attuned information about therapy.

One important suggestion from the group was whether WCC could one day offer group therapy, especially for people who feel safer or more familiar with healing in community.

Next steps:

The group is continuing to develop the new Therapy Guide co-created by members of the EbE group, to help new clients understand what to expect.
We will explore the feasibility of a group therapy option, guided by member feedback.
Members interested in training to become counsellors themselves will be connected with our Clinical Services Manager.

3. Essential Needs Beyond Therapy

Alongside therapeutic support, members reaffirmed that many clients face pressing challenges with immigration, housing, finances and accessing advice. Some felt they did not always know where else to turn, and others pointed out that many opportunities (such as groups and activities) only reach those already connected to particular counsellors or sessions.

To help make information more accessible across the whole refugee and asylum‑seeking community at WCC, the group proposed:

Creating an WCC WhatsApp announcement channel for all refugee and asylum seeker clients – sharing updates, events, referrals, and opportunities
Looking at whether WCC could build a caseworker or adviser role, separate from counsellors
Being clearer about what WCC can and cannot provide so expectations are realistic and nobody feels abandoned or overlooked
Strengthening partnerships with organisations already supporting our community.

Next steps:
We will begin developing a pilot WhatsApp channel, explore advice partnerships, and look into potential models for expanded practical support within our capacity.

4. Leadership, Advocacy and Representation

One inspiring theme from this session was members’ interest in taking a more active role beyond the group. Several expressed confidence in representing WCC at community events, funder meetings, or trustee and staff meetings. One member who had previously met funders for another charity offered to do the same for WCC – a powerful example of leadership rooted in lived experience.

The group also began preparing for a future visit from trustees and senior staff, helping ensure that lived experience conversations remain central to WCC decision‑making.

Next steps:

Plan a preparation session on how staff, board and funder meetings work
Create opportunities for EbE members to take part in videos, storytelling and ambassador roles
Share updates about future trustee visits

5. Community Building and Creative Ideas

As with our first session, members brought forward an exciting mix of ideas about belonging, creativity and growth. Suggestions ranged from LGBTQ+ discussion spaces to community partnerships, video projects, and even improving the waiting room environment (including the much‑loved idea of a fish tank).

Throughout the session, members spoke openly about how being part of the group made them feel:

“Thanks for asking for my opinion.”
“I feel more important.”
“We are here to make the organisation sparkle.”

These moments reaffirm that the EbE group is not just shaping WCC services – it is also a space of empowerment, confidence and collective care.

Next steps:

Organise a dedicated video workshop
Run a planning session for future roles and projects
Continue exploring new group names
Review environmental improvements for the waiting area

Looking Ahead

Our second Expert by Experience session strengthened our commitment to building a WCC shaped by the people who use it. Through practical suggestions, personal stories, and thoughtful reflection, group members continue to illuminate where we can grow and how we can better support people navigating trauma, displacement and rebuilding their lives.

The work ahead is both ambitious and energising — improving access, strengthening information, building community networks, expanding pathways for leadership, and making WCC a place where every voice feels valued.

Most importantly, these conversations remind us that recovery, empowerment and change are most powerful when designed with the people they are meant to serve.