Applying for a stairlift, arranging domestic help or receiving another form of support following a major change in one’s life. These are moments when people in the Netherlands can turn to their municipality for support under the Social Support Act (Wmo). The Act, introduced in 2015, is designed to foster collaboration between citizens and local authorities: together, they are required to assess the citizen’s need for assistance.
‘But in practice, a great deal of “legal capacity” is expected of the citizen,’ explains Kerssies. “First, you have to make a register. Then – after a waiting period that can be as long as six months – there’s a kitchen-table discussion, during which it isn’t entirely clear to most citizens what is expected of them. This is followed by a report, and only then does it state whether or not you are entitled to support. And if you receive a negative decision, it’s up to you to figure out what further steps are still possible, such as submitting an application.”
Complex procedures following a major setback
For his research, the lawyer spoke to policy officials and Wmo advisers from three different local authorities, as well as 36 residents from those local authorities who had sought to submit a Wmo application. “People have often been through quite traumatic circumstances before they turn to the local authority,” says Kerssies. “I spoke to people with severe disabilities, people who had suffered a spinal cord injury as a result of an accident, and people who were dependent on ventilator support. It is precisely under these circumstances that a great deal is expected of their ability to navigate complex procedures.”
Kerssies’ research shows that differences in educational attainment are less of a determining factor than is often thought. Experience with the system is more important. “The biggest difference I saw is between people who have gone through the procedure several times before and those encountering it for the first time. Those familiar with the system are better able to find their way around. Newcomers get stuck far more often.”
Low-cost mobility scooter
According to Kerssies, the budget cuts of recent years also play a part in the limited support that citizens sometimes receive. That is no reason to involve residents any less, he points out. “If a resident requests a particular aid, the conversation does not have to focus immediately on that specific aid, but on the goal the person wishes to achieve. A resident who mainly wants to go to the bingo afternoon at the community centre twice a week might well be satisfied with a cheaper mobility scooter, provided they feel in control and make that choice themselves.”
According to the lawyer, local authorities should be less suspicious, engage more with citizens, and provide them with more active support wherever possible. Kerssies: “The local authority could do much more to help people get started. As a citizen, for example, you are entitled to independent client support. This is someone who advises you and helps you navigate the procedure leading up to any support. Yet in practice, only 2 to 5 per cent of people make use of this, usually because they do not know it is an option at all.”
“People often assume that residents are ‘demanding’ and always want more than they’re entitled to. But many residents are simply unsure. If you’re transparent about the options and work together to find a solution, people turn out to be willing to contribute their ideas.”