4. Conclusion and Recommendations

In conclusion, the SST Navigator Service is a high-water mark in services provided to self-represented tribunal users in Canada. It has deservedly received praise from users and the pride of navigators. From interviewing users and navigators, and from documentary analysis, the researchers offer the following recommendations as a means of continuing and strengthening this valuable service:

  1. Provide navigational services in additional languages and consider collaborating with community organizations that may be able to provide additional in-home assistance.
  2. Navigators clearly take on a heavy individual burden in order to provide emotional support. Appropriate supports for the navigators are important to maintain their mental health. It will be important to continue and to develop the mental health support and training already being provided. Referrals to additional outside supports for users had been established and should also be maintained.
  3. To ensure a disability inclusive lens, obtain a consultant to review SST decisions and the language of all communications, and to provide advice on disability inclusive language. Moreover, the SST should make sure that persons with lived experiences of disability as well as organizations dedicated to disability rights form part of its regular stakeholder consultation group. While identifying disability-related issues should not be the responsibility of these individuals and organizations alone, they can bring valuable insights on the ongoing work of the Navigator Service (and Tribunal) from the perspective of disability inclusion.
  4. Consider providing infographics and other means of filing documents for Tribunal users applying for CPP – Disability.