Independent report shows our navigator service really works

I’m pleased to let you know that an independent report recently showed the positive impact our navigator service has on access to justice (A2J) at the Social Security Tribunal (SST).

Part of our commitment to A2J is continually improving our services. With that in mind, we asked Professor Laverne Jacobs from the Faculty of Law at University of Windsor and Associate Professor Sule Tomkinson from the Department of Political Science at Université Laval to examine our navigator service using their unique expertise with regard to access to administrative justice. We will review the findings and action them so that we can further advance and improve the navigator service.

This isn’t the first time we’ve evaluated our navigator service. In 2020, an internal evaluation showed that it improved the appellant experience by encouraging more participation and helping appellants move forward with their appeal with confidence and increased knowledge of the process.

We try to design our programs based on what the data tells us. Evaluations are a key part of the way we work, because they can target what works and what needs to be improved. This iterative approach helps us tackle the access to justice challenge systematically.

I invite you to read the full report.