Management response and action plan (MRAP): An evaluation of the navigator service in Canada Pension Plan disability appeals before the General Division – Income Security
Recommendation | Responsible manager (title) | Response (agree, disagree, partially agree) |
Actions | Start and completion dates |
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1. Navigated preparation manifests in different ways among different appellants. Most are better informed and prepared but a small minority of approximately 7% still struggle. The primary reason likely stems from appellant-specific limitations. As the navigator system matures and looks to expand its effectiveness to new recipients, consideration should be given to finding ways to track and address the needs of appellants still facing challenges to the fullest possible participation in their appeal. | Director, Registry Operations | Agree |
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Start: June 2021 End: Presentation to senior executives 6 months after receipt of an independent research report on navigator by the University of Windsor and Laval Université |
2. Since navigators have built up an intimate awareness of appellants’ circumstances, the navigator system should encourage, within the limits of permissible communication with independent decision-makers, regular contact to further facilitate appellant participation. | Vice-Chair, General Division – Income Security and Director, Registry Operations |
Agree |
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Start: May 2021 Ongoing |
3. Action should be taken to monitor caseload trends and challenges raised by personnel, particularly to anticipate or inform evolving requirements for resources, training and navigator wellbeing. | Director, Registry Operations | Agree |
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Ongoing |