Caller Story – January 24, 2022

Caller Story – January 24, 2022

Each week we will post a summary of interesting and representative 211 calls. This week, we have a connection from Manitoba.


So much has changed since COVID first appeared. Sometimes it is impossible to solve a problem online – an in-person appointment is needed, even during the pandemic. It can be hard to understand complex government websites and phone trees. Fortunately, 211 Service Navigators know these websites and phone systems well and can help clients get to what they need.

A 211 Service Navigator took a call from a young male in Winnipeg. He had a fairly complex situation regarding Passport Canada that could not be handled online. He wanted to make an appointment with an agent at his local office, but he was unsure as to how to do this during the pandemic. He could not seem to find the right part of the Passport Canada website. He was quite confused and did not know what to do.

The 211 Service Navigator listened attentively to what he was saying and clarified exactly what he was seeking. She offered him the phone number for Passport Canada for future reference. She then went online with him, while he was still on the phone, to explain exactly how to fill out the eservices request at He could request an appointment through that website.

The caller was glad that the Service Navigator had taken the time to make sure he found exactly what he was needing. He thanked her for her time, and she encouraged him to contact 211 again any time that he had a question about government or community services.

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