Each week we will post a summary of interesting and representative 211 calls. This week, we have a connection from Manitoba:

Often 211 Service Navigators find that callers’ needs may be quite different than they first appear. By thoroughly assessing callers’ needs, Service Navigators provide referrals for what the caller really wants to accomplish.

A senior called 211, first saying that he needed housing. Through probing, the Service Navigator discovered that the caller wanted to leave a personal care home. The caller stated that he felt the care home was like a prison and he needed to get out. It turned out that he did not need information on where to find housing. His question centred on how to revoke a power of attorney that obliged him to stay in the home. He was unsure about his legal rights in this situation.

The 211 Service Navigator asked him what agencies he had already contacted to prevent frustrating him by suggesting avenues he had already tried. He found that the caller had already spoken to many organizations and had been unable to receive any legal advice about his issue. The Service Navigator brainstormed with the caller to see what other options there were. The Service Navigator found a senior’s service that has free legal advice about issues affecting seniors, such as power of attorney. The Service Navigator suggested that the caller contact them, so that he could receive legal advice about revoking power of attorney and leaving the care home. The caller did not wish to have follow up, preferring to call again if he had the need.