Caller Story – March 14, 2022

Caller Story – March 14, 2022

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 have the skills to intervene in crisis situations, but they prefer to prevent crisis situations from occurring at all. They are delighted to help clients find resources to save money, especially clients who have low or fixed incomes. Energy efficiency programs help clients save money on energy costs, and help to protect scarce resources and the environment. A win for everyone.

A 211 Service Navigator took a call from a woman in Saint John. She was inquiring about saving money on energy bills.

The 211 Service Navigator attentively listened to the caller and probed for more details. She found out that the caller was specifically looking for financial assistance to help her insulate her house.

The Service Navigator searched in her database for energy savings programs. She asked the caller for more information regarding her eligibility for certain assistance programs, such as her approximate income. She was able to find a resource that helps New Brunswickers save money on heating/energy bills by helping with insulating homes. She gave the caller detailed information on how to contact and apply for the program.

The caller took down the information and said that she would contact the program as soon as she was off the phone with 211. The Service Navigator thanked her for her call and encouraged her to call 211 if she had any questions about community services in the future.

Newfoundland and Labrador:

It is scary to be without enough food, especially for parents of young children. 211 Service Navigators will help people find resources so that they can get their basic needs met.

A single parent with two children called 211 and was quite distraught. Her income support had been suspended due to a paperwork issue. She was very low on food and was understandably upset. She told the Service Navigator: “I have nothing for my children and I need help.”

The 211 Service Navigator let the caller know that she would help her find resources to feed her family. The Service Navigator probed as to where the caller lived, what programs she had already tried and if she could go out to a food bank. The caller said that she had no transportation to get to a food bank. The caller also lacked photo identification, but did have an MCP card.

Two referrals were provided to the caller, so that she could get a hamper and possible delivery. The Service Navigator gave the caller detailed information on how to apply for the services. The Service Navigator wanted to ensure that the family got the necessary food, so she suggested a follow up call. The caller accepted, and the Service Navigator will follow up to ensure that the family received food.

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