Caller Story – December 06, 2021
Each week we will post a summary of interesting and representative 211 calls. This week, we have connections from Newfoundland and Labrador and New Brunswick.
Newfoundland and Labrador:
A little support can go a long way when someone is stressed. Even a simple call transfer or email can make someone feel that someone cares.
A 211 Service Navigator took a call from a senior who was distressed. She had received a gift card from a non-profit agency and the card was not working. The caller was overwhelmed as she did not know how to reach the agency and get help, so that she could use the card.
The Service Navigator clarified the situation with the caller and empathized with her distress. The caller said she did not know the phone number and was panicking. After the Service Navigator and the caller discussed the situation, the caller became more calm. The Service Navigator then found the agency’s phone number and gave it to the caller. With the caller’s permission, the Service Navigator directly transferred her to the program. The Service Navigator also scheduled a follow up call with the client to make sure she reached the agency.
When the Service Navigator called her back later, the caller had been unable to leave a voicemail at the agency. Therefore, the Service Navigator asked if the caller wanted her to send an email to the organization. The caller was pleased at this idea, so the Service Navigator sent an email to the agency on her behalf explaining the situation and asking them to contact the caller. The caller said that the Service Navigator’s help was very appreciated.
When people have heard about a new human service program, but do not know the details, 211 is a great first call for information. 211 Service Navigators know eligibility, application processes and much more. They will carefully assess what people are already receiving and give options about additional programs and services.
A senior called 211 and let the Service Navigator know that it was her first time calling. She was inquiring about a new financial assistance program for low-income seniors. She did not know the name of the program. The caller seemed confused about the financial benefits she was currently receiving and other benefits to which she might be entitled. She said that she had no access to a computer and was not sure where to find financial program information.
The 211 Service Navigator and the caller went through the benefits that she was currently receiving. It turned out that she was receiving a partial Old Age Security pension and the Guaranteed Income Supplement. After discussing the situation with the client, the Service Navigator was able to determine that the program that she was looking for was the 2021 New Brunswick Low-Income Seniors’ Benefit.
As the caller did not have access to a computer to apply online, the 211 Service Navigator offered to warm transfer her call to the Finance and Treasury Board, Revenue Administration Division, that administers this program. The client agreed and she was connected to the program.