Caller Story – December 02, 2023

Caller Story – December 02, 2023

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

New Brunswick:

It is so hard to do anything these days without identification.

Even getting something as basic as food from a food bank usually involves showing identification.

Fortunately, 211 Service Navigators are always there to give options and help to problem solve about identification and getting access to basic necessities.

An older adult contacted 211 for help. They did not have enough money to renew their driver’s license and could not access food assistance.

Local food banks were requiring identification and a Medicare card.

The caller was also waiting for their new Medicare card, so they really did not have any standard identification at all.

The Service Navigator suggested the caller contact their case worker to see if they could write them a letter to confirm their identity.

She encouraged them to return to Service New Brunswick to check if the office could give them a document to confirm they had ordered a new Medicare card.

The Service Navigator also referred them to a food bank that did not request identification.

The caller was very satisfied with the service provided and suggestions for solutions.

At the end of the call, they told the Service Navigator: “You’ve helped me a lot.”

Newfoundland and Labrador:

Everyone needs help sometimes, but often those who need it most are embarrassed about reaching out. 211 Service Navigators will be patient and non-judgemental. They understand that anyone can have hard times, and in fact, that is the very reason why services exist.

An older adult called 211 and seemed very apprehensive about calling for help. He needed food, but was having difficulty leaving the house due to mobility issues and depression. He needed to have a food hamper delivered to his home.

The 211 Service Navigator offered to contact Connections for Seniors on the caller’s behalf to arrange for them to reach out to him with a variety of services that could benefit him including a food hamper delivery. “I have worked all my life and never needed help,” the caller earnestly told the Service Navigator. She reassured the caller that many people are experiencing this very situation and the organizations are there to help.

With the caller’s permission, the Service Navigator advocated on behalf of the caller and forwarded an email with the needed information to a contact at Connections for Seniors. She wanted to make sure that the caller got all of the assistance he needed, so she offered a follow up call. She will follow up to make sure that the caller has no unmet needs.

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