Caller Story – December 23, 2023

Caller Story – December 23, 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:

When calling 211, people can request the language with which they are most comfortable. 211 has Service Navigators who speak French and English, 24 hours a day. Many Service Navigators also speak additional languages, and 211 uses a telephone interpretation line where over 140 languages are available.

A Francophone woman called 211 because she was having difficulty financially. The most pressing concern that she identified was paying the rent. The Service Navigator referred her to the new Rent Bank Program, and gave her detailed information on how to apply. The caller then thanked the Service Navigator and asked her about other resources for food, education and job search.

The Service Navigator referred her to her local food bank, and let her know how it worked. After some more discussion, the Service Navigator looked up a training program that the caller said that she was interested in and referred her to a community college – both resources operated in French. She also referred the caller to her closest WorkingNB office for job search assistance.

The caller shared that she was very satisfied with the referrals and that 211 was a very good service.


Often when someone contacts 211, it is for simple information, such as an address or a phone number. Of course, that is fine and Service Navigators are happy to help. However, it is Service Navigators’ ability to really listen and make inquirers feel comfortable that can lead to the interaction becoming more in-depth and useful for them. Often people come away from a call to 211 with many more resources than they had expected!

A 211 Service Navigator took a call from a woman who said that she was looking for a specific resource centre in Winnipeg. The Service Navigator started by providing the contact information to the centre that she was seeking. However, after some more discussion and probing, it turned out that the caller was looking for domestic violence legal help and was not sure what was available.

The Service Navigator made sure that the caller was calling from a safe place. He then found an agency that provides legal help specifically for women who have exited/are exiting abusive relationships, which applied to this caller. She was very grateful that such an organization existed.

The Service Navigator also provided other relevant resources as well, such as Victim Services and counselling for survivors. The caller thanked the Service Navigator and said that she was very happy that she had contacted 211

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