The Welfare Navigator – from tacit knowledge to a co-created decision-support tool and working method that empowers older foreign-born residents to navigate the welfare system

Purpose and goal

The purpose is to transform tacit knowledge about navigating the welfare system, currently tied to individual employees, into a shared decision-support tool that empowers older foreign-born residents (aged 45+) to navigate their contacts with authorities based on their life events. The goal is to implement the tool in the KASAM portal, a method for using it in meetings with the target group, and models for maintaining the tool and for how authorities jointly resolve conflicting information.

Expected effects and result

In the short term, the target group will navigate more independently, and support will not depend on the experience of the staff. Individual employees´ knowledge is gathered in the decision-support tool, reducing vulnerability to turnover, shortening onboarding and freeing time for complex cases. Over time, a more coordinated public sector resolving conflicting information is expected to strengthen the target group´s empowerment, sense of coherence, participation and trust in society.

Planned approach and implementation

Kasam Solutions, supported by Partner in Change and Linköping University, leads the work in test beds in Tierp and Karlskrona, at Statens servicecenter in Linköping and Sundsvall, and with civil society in Jönköping and Halmstad. Needs and tacit knowledge are mapped via interviews and workshops with the target group and staff. The decision-support tool and method are then developed iteratively, tested locally and evaluated, alongside models for maintenance, collaboration and dissemination.