Caller Story – April 25, 2022

Caller Story – April 25, 2022

Each week we will post a summary of interesting and representative 211 calls. This week, we have connections from New Brunswick and Manitoba.

New Brunswick:

Service Navigators know that clarifying people’s needs leads to better referrals. It is important for Service Navigators to gently probe at the beginning of the call, to make sure that all of a caller’s needs are satisfied by the referrals.

A 211 Service Navigator took a call from a woman in Moncton. After probing and clarifying, the Service Navigator found out that she had two primary needs. She needed food and was also looking for assistance finding employment. She was not sure how to go about finding assistance with either need.

The Service Navigator actively listened to the caller. She probed for more details about the situation, such as where exactly the caller was staying in Moncton, and what kind of help she felt that she would need to find a job.

First, the Service Navigator told her exactly how to register for food bank assistance in Moncton and made sure that she had the correct contact information. Then she gave the caller details about the services of WorkingNB and how that program could help her. The caller took down all of the information and said that she would contact both resources. She was very appreciative of the referrals and thanked the Service Navigator several times. The Service Navigator let the caller know that she was glad that she had called and that she could contact 211 about community services anytime.


Newcomers to Canada understandably have so many questions and concerns as they settle in a new country. 211 Service Navigators will go through their questions one by one, and make sure that they have a plan to address their settlement concerns.

A 211 Service Navigator took a call from a man who said that he was a newcomer to Winnipeg and a refugee. He had questions about settling in Winnipeg, such as how to obtain a health card and find employment, among other concerns. He was not sure where to start and seemed to be feeling overwhelmed.

The Service Navigator reassured the caller that they could go through all of his needs, and that he would let him know where to address them. He probed to make sure he understood all of the needs of the caller to make sure there was nothing he was missing in regards to settling in Manitoba. His primary concerns were general settlement and orientation, getting a health card and finding employment.

The Service Navigator then answered several questions directly, such as exactly how to obtain a health card. He referred the caller to a couple of organizations that provide settlement services and information, and to one agency that specifically works with refugees. He also referred the caller to an organization that helps people to find employment. The Service Navigator summarized what they had talked about to make sure that the caller understood the information and referrals. The caller said that he was thankful that 211 could answer his questions, and that he could contact 211 for a wide variety of questions and concerns.

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