Caller Story – December 17, 2022
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.
Not only can people contact 211 Service Navigators via the telephone, email and chat, they can also request a response in another format. 211 Service Navigators are happy to send emails or texts if that is the easiest format for the caller to receive
A Service Navigator took a call from a woman who lived near Moncton. She was looking for a caregiver to assist a senior at home during the day. The Service Navigator assessed exactly what the older adult needed in terms of personal care and other assistance.
The caller asked the Service Navigator to do the research to find the most suitable organizations, and to follow up with her by email. The caller said that she would find it much easier to peruse the information in an email format.
The Service Navigator searched for specific services in the senior’s area. As requested, she followed-up with the inquirer by email the next day. She included in her email the contact information including email/websites of two organizations that had the services needed by the senior, as well as the contact information for the New Brunswick Home Care Association. She encouraged the inquirer to get in touch with 211 again if she needed more assistance or community information.
Newfoundland and Labrador:
When people need help, the last thing they want is to have to call several organizations and be told that they do not offer the needed services. 211 can eliminate this confusion and put people in touch with the organizations that can give them the
support they are seeking.
A woman contacted 211 stating that she was having trouble managing around her home after joint replacement surgery. She had called several places without getting anywhere and was understandably frustrated by the process. When the Service Navigator asked specifically what type of help she would need in the home, she mentioned some personal care, light housekeeping and meal preparation.
After the Service Navigator had found out all of the information that he needed to assess the caller’s situation, including where she was living, he told her about support from the Department of Health and Community Services, and gave her the contact information.
He wanted to make sure that the caller was connected with help as soon as possible. She had already had a very frustrating time seeking help. With the caller’s permission, he made a warm transfer to the Provincial Home Support Program through the Department of Health and Community Services.
The staff at the Home Support Program said that they would be able to offer some assistance to this client and set up an appointment to meet with her at her home.