Caller Story – June 17, 2023

Caller Story – June 17, 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 people want to help others, but are not sure where to start, 211 is there for them. 211 Service Navigators will listen attentively, and help to locate services and resources that can be of assistance.

A 211 Service Navigator took a call from a female senior living in a village in New Brunswick. She was calling on behalf of another senior tenant in her apartment complex who needed some home support services. When the Service Navigator probed further about the specific needs, the tenant was looking for help with transportation to medical appointments, the bank and the grocery store. She was also seeking assistance with light household chores and help with meals.

The Service Navigator listened carefully to the description of the situation by the caller. She asked a few questions for clarification. She then offered a few different resources for seniors’ transportation, meals on wheels and other home support services. The caller took the time to write down the names of the organizations and their phone numbers. She repeated this information to the Service Navigator to ensure that she had written them all down correctly. She also thanked the Service Navigator a few times for the great help.

After the call, the Service Navigator reflected that it is important to speak slowly and articulate well when spelling names of organizations or giving out phone numbers, so that the person on the other end of the line can easily hear and understand the information that is offered. Occasionally, it is important to repeat if the caller did not hear correctly and to always stay calm and patient with the caller.

Newfoundland and Labrador:

Finding a new home in this housing market is not easy. However, 211 Service Navigators know of resources and services that can make housing searches easier.

A woman called 211 and said that she was in her mid-fifties and was having difficulty locating an affordable place to live. The caller had some health issues and was only working part time, so she had a limited budget.

After discussing the caller’s needs with her, the Service Navigator referred the caller to two organizations that assist seniors with their housing searches. These organizations would take her budget, health issues, and preferences into account while they helped her to find appropriate housing.

The caller said that she would connect with the referrals provided to see if they could assist her in locating a new residence. The Service Navigator wanted to ensure that the caller had all the referrals that she needed, so she suggested a follow-up. The caller agreed to a follow-up approximately a week later. Surprisingly, the caller did not want to participate in the follow-up when contacted. Caller’s preferences are always respected at 211, and people have the right to change their minds. Therefore, the Service Navigator wished the client well and encouraged her to call 211 again if she needed to find out more about community services.

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