The Secretariat to the Social Security Tribunal (SST) has engaged Kelly Sears and our joint venture partner, Narrative Research, to conduct telephone interviews with users of the Navigator Service in the SST’s Appeal Division. The SST makes decisions on appeals related to employment insurance benefits and social security benefits. The purpose of this study is to understand the effectiveness of the Navigator Service in enhancing end-users’ access to justice. In-depth telephone interviews will be conducted with 25 end users to obtain feedback on the Navigator Service. The study will be completed by October 2023.