Enhancing our navigator service

Late last year, an independent research firm prepared a report about the navigator service at the Social Security Tribunal’s (SST) Appeal Division. Based on feedback from 20 former clients of the service, the report made several recommendations.

We developed a management response and action plan to respond to the report’s recommendations. One of the ways we’ll strengthen our navigator service will be through the Navigator Reinforcement Project. As part of this project, we’ll determine ways that navigators can better communicate key information and guidance that appellants need for timely preparation. This multi-year project will begin this year.  

Evaluating our work is a priority for us so we can find ways to improve our service and stay accountable to the people who use our justice system.