Management Response and Action Plan (MRAP) to End-User Interviews on the Navigator Service in the Appeal Division

1.    The role of navigators should be expanded to include greater support in assisting or guiding claimants in preparing their appeal.

Within the limits of the current navigator service, the SST will add to the information resources and tools that support claimants when preparing their appeal. These will include how to find past decisions, how to structure arguments generally, and what types of questions to expect. Navigators will continue to refer claimants to guidance material. A multi-year project, the Navigator Reinforcement Project, will begin this year to address these and other improvements to the navigator service.

Director, Registry Operations

The Navigator Reinforcement Project will begin in 2024-25 with the expected completion of some deliverables in 2024-25 and others in subsequent years

2.    The role that navigators can play in assisting claimants during the hearing should be further explored.

The SST doesn’t plan for navigators to attend or participate in hearings, as navigators can’t work as advocates for parties. However, the SST will explore other opportunities to assist claimants in their hearing beyond its existing efforts in active adjudication.

Not applicable

Not applicable

3.    Consideration should be given to further enhancing the level of customer service provided through even more timely responses to claimants’ questions.

Navigators will prioritize incoming telephone calls from navigated parties to assist them in a timelier manner. The SST will assess ways that navigators can better communicate key information and guidance that parties need for timely preparation as part of the Navigator Reinforcement Project.

Director, Registry Operations

2024-25 and ongoing

4.    There is merit in exploring the possibility of making the Appeal Division less formal and more accessible to claimants.

The SST will better communicate how the Appeal Division hearing works and how it differs from the General Division hearing. While Appeal Division hearings are already less formal than those in regular courts, the SST will review existing practices to try and find ways to make Appeal Division hearings less formal.

Vice Chairperson, Appeal Division

2024-25 and ongoing