Caller Story – June 8, 2024

Caller Story – June 8, 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:

211 Service Navigators need to thoroughly understand what a caller needs in order to make a referral that will help them. One important component of a needs assessment is finding out if a caller has reached out to other agencies before. Referring them to a place that has not successfully solved their problem could decrease the caller’s trust in the Service Navigator and be extremely frustrating.

A 211 Service Navigator took a call from an adult male from Fredericton. He told the Service Navigator that he was looking for a medical walk-in clinic in his area. He needed medical care the same day, but the medical issue was not severe enough to warrant a visit to the emergency room of a hospital.

After probing, the Service Navigator discovered that he had already contacted the other walk-in clinic in his area and the receptionist had informed him that it was fully booked for that day. The Service Navigator promptly found another walk-in clinic in the caller’s area that was open and relayed all of the pertinent information. The caller thanked the Service Navigator and ended the call.

Newfoundland and Labrador:

When people have any sort of challenges, having support from families and friends becomes especially important. 211 staff are delighted to help find services for callers who are providing support to their family and friends.

A male caller contacted 211 with concerns about his sister. The caller was living in Newfoundland and Labrador, but his sister was living in Ontario. The sister was an adult who had been diagnosed with Autism Spectrum Disorder (ASD) and was able to live alone in her own apartment, but with some supports. Since his sister had no other relatives left in Ontario, the caller would like to bring his sister to Newfoundland.

The caller was having difficulty in locating a landlord willing to rent to his sister. “I think people are doubtful that she can rent an apartment even though she did in Ontario!” he exclaimed to the Service Navigator. The caller was also seeking connections for his sister once she arrived.

The Service Navigator searched for resources for the caller. She found an agency that supports people with ASD living in the community. The caller was provided with a referral for community supports for those with ASD.

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