2. Methodology

This study relied on 36 semi-structured interviews and on document analysis. Interviews were conducted with 21 former tribunal users (appellants), with 11 navigators, and with four (4) key government officials involved in the design, implementation and running of the SST Navigator Service.Footnote 15 The interviews were conducted between June and September 2021.

The 21 former appellants interviewed had each brought an appeal regarding an application for CPP – Disability benefits before the SST’s General Division – Income Security (GDIS) between 2019 and 2021. During that time, they had been assigned and worked with a navigator. At the time of their interview, their CPP disability case had been finalized and the GDIS decision rendered. A small proportion of the interviewees (n=3) appealed a negative decision of the General Division to the Appeal Division (AD). For these appellants, the AD decision had been rendered as well by the time they participated in the study. Only one of the appellants before the AD had a second navigator during their appeal.

Potential user interviewees were contacted first by the Secretariat to the SST in the Administrative Tribunals Support Service of Canada to see if they would be interested in participating in the study. Those who were interested agreed to have their contact information shared with us. In contacting the potential interviewees, we explained that we were university professors, independent of the SST, and that the study was independent of the SST and of government. We explained the nature of the study to the interviewees and obtained their oral or written consent to participate before proceeding.

The user interviewees (n=21) were asked about their case, about the ways in which the navigator worked with them, and about the strong points and areas for improvement of the Navigator Service. They were asked to indicate if they self-identified as an individual from a marginalized community and, if so, to provide any comments they may have on how the system might be improved for their community or communities. The full set of questions asked of the interviewees is provided in Appendix A.

The 11 navigators constituted the full complement of navigators who have worked on CPP – Disability files since the Navigator Service had been initiated for those appeals. In order to present the nature of our study and research objectives, we held a group meeting with the navigators in early June 2021. We explained that we were university professors acting independently of the government and the SST and we were interested in their experiences and perceptions of the Navigator Service. We invited them for individual interviews and obtained their oral or written consent before proceeding with the interview.

The navigator interviewees were asked about their professional background, how they became a navigator, the aspects of their job they enjoy and the ones they find challenging, as well as the types of tribunal users they navigate. They were asked to share a memorable case where they felt like they made a difference for the navigated user. They were also given specific examples from marginalized groups and were invited to share their experiences in assisting them. Finally, they were asked to offer their reflections on how the Navigator Service could be improved to better serve users from marginalized communities and users more broadly. The navigator questions can be found in Appendix B.

Data was reviewed by the two researchers who identified prominent themes.