Here’s what I bring to APG
Melissa Gerards is a marketing and communications adviser at APG, where she makes pension information clear and accessible to pension scheme members. In her spare time, she volunteers as a para-climbing instructor, helping people with physical and mental disabilities experience the joy of climbing. “I want to give them back their autonomy.”
Breaking down barriers
In her work, Melissa focuses on the customer journeys of pension scheme members. These are the steps people go through at important moments in their lives, such as moving in together, retiring or becoming unable to work due to disability. These life events can affect their pension, and that is when APG can help. “We look at how we can best support members through our communications and make things easier for them. My role is to make complex pension information clear and accessible.”
Melissa’s commitment to breaking down barriers is also reflected in her work as a para-climbing instructor. “I want people with disabilities to be able to take part in climbing, too. We are one of only four para-climbing groups in the Netherlands, and I’m proud of that.”
Making pensions easier to understand
Melissa is equally committed to improving accessibility when it comes to pensions. “For many people, pensions are quite an abstract concept, surrounded by complicated language and bureaucracy. When I tell people I work with pensions at APG, for example at a party, I’m often asked all kinds of questions. I can explain things in plain language, making pensions easier to understand and more accessible. “Both at APG and through my volunteer work, I make a positive contribution to society. That gives me a real sense of fulfilment.”
Putting people first
Whether she is helping people understand complex pension information or guiding climbers up a wall, Melissa always starts by focusing on the person in front of her. “I check in with the climbers: how are you feeling today, and what would you like to do? I focus on what is possible rather than what isn’t.”
“Recently, for example, one climber was really disappointed because he couldn’t complete a route. He took it personally. At moments like that, you shouldn’t reinforce those negative thoughts. Instead, you need to focus on what someone has achieved and what they can learn from the experience.”
“When someone initially thinks a route is impossible, but later comes back down with their eyes sparkling because they’ve actually managed to do it, that is priceless to me.”