Caller Story – May 17, 2021
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.
211 Service Navigators have to be ready for any type of situation. When a crisis occurs, Service Navigators have the training to obtain the right services to intervene and assist callers.
A 211 Service Navigator received a call from a French-speaking man who said that he needed to talk. He was very chatty with some humor at first, but then he started saying how alone and depressed he felt.
The caller stated that he wanted to speak with someone about his feelings and emotions. She displayed empathy for his distress. With his permission, a warm transfer was attempted to different crisis lines, but the lines were busy. The gentleman became agitated and he expressed that he was afraid that he would hurt himself. At first, he said that he did not have a plan, but then he stated that he was at the end of his rope, and that he would kill himself. By then, the gentleman was crying and screaming.
The Service Navigator informed the coordinator about this crisis call because of the endangerment issues. With the online collaboration of the coordinator, emergency services were contacted, but the gentleman refused to say where he was located. He was saying that it did not matter anymore, that he did not want help and that he was going to go and kill himself. He thanked 211 for their services. However, the Service Navigator was able to keep him on the line with empathy. She convinced him that he needed professional help. He finally gave his address and emergency services were able to intervene.
Newfoundland and Labrador:
A youth’s mental health can affect the morale of the whole family. Helping a youth assists their loved ones as well.
A woman called on behalf of her niece, a youth who self-harms. The youth cuts herself sometimes, and the school called to advise the family about the situation. The aunt was working with her niece to get her the help that she needed.
When the 211 Service Navigator probed about any services that the youth was receiving, the caller let her know that the family doctor was notified of the situation. The caller told the Service Navigator: “I’m so scared for her. I don’t know what to do.”
The 211 Service Navigator showed empathy to the caller. It was a frightening situation, but she reassured the caller that there were services available that could assist her niece.
The Service Navigator worked with the aunt to provide resources that the youth could access herself, and services for the family as well. After providing youth mental health resources, the Service Navigator asked if the aunt would like a follow up call to make sure her niece was getting the help she needed. The aunt agreed, and a follow up call with the aunt was arranged.