Caller Story – January 06, 2024

Caller Story – January 06, 2024

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:

Sometimes callers know exactly what they are seeking when they call 211. Other times, they have a difficulty and they just do not know what to do to overcome it. Whether it is a short, specific call or a longer call filled with problem solving, 211 Service Navigators gauge where the caller is at, and provide the needed level of assistance and support.

A 211 Service Navigator took a call from an English-speaking female adult. She told the Service Navigator that she was looking for a helpline and for virtual medical care. When the Service Navigator gently probed, the caller was not feeling like harming herself; she just felt down and in need of emotional support.

The Service Navigator described the service and referred the caller to the Chimo Helpline, and the caller took down the number. The Service Navigator also let the caller know how eVisitNB worked and offered her the link. The caller wrote down all of the information and thanked the Service Navigator for these two resources. She stated that these services were exactly what she was calling for.

Newfoundland and Labrador:

Having a home means so much. In Canada’s sometimes harsh environment having shelter from the elements can be a matter of survival. However, having a home is even more than that. It is about security, privacy, dignity and a place to relax and belong. Through assessment, problem solving, referrals and partnerships, 211 Service Navigators do their utmost to help all of their unhoused clients to reach home.

A middle aged woman was experiencing homelessness at the time of her call to 211, but was staying temporarily with a family member. She was sleeping on the couch, and was searching in vain for her own housing. “I need to have my own place!” she expressed to the Service Navigator. She was not sure how much longer she would be able to stay with her family member and she did not want to end up on the street.

The Service Navigator empathized with the caller. It is scary not to have a place. She and the caller discussed what she had already tried. The caller had already connected with NL Housing, but she was waiting.

The Service Navigator gave the caller a referral for a non-profit agency in her area that helps people search for housing. She also told the caller about the Reaching Home Project and how it could give her further assistance with navigating the NL Housing System. The caller liked the sound of the program, so the Service Navigator scheduled an intake with the Reaching Home Project for her.

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