Caller Story – May 23, 2022

Caller Story – May 23, 2022

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

New Brunswick:

When people are facing complicated situations that they have never before experienced, it is reassuring to know that there is someone to talk to 24 hours a day. 211 Service Navigators will listen carefully and help callers come up with solutions that can help themselves and their loved ones.

A 211 Service Navigator received a call from a sister who was worried about her elderly brother’s situation. She sounded distraught and needed to talk about his circumstances. She said she was worried about her brother’s situation. He had medical issues, lived alone and refused to receive help. She stated she had started to feel afraid for his safety and well being. She said she wanted to do something to help him, but did not know where to start.

The Service Navigator listened to her with empathy – it was so hard to see someone she loved who was not getting the support he needed. The Service Navigator probed to see what, if any, interventions had been tried. She said that she and her sister tried to help him out. Her brother had a son who refused to be involved. She said her brother has been refusing any assistance she offered. She said this refusal might be due to some physical and/or cognitive issues.

The Service Navigator and the caller discussed the brother’s situation and what could be done to support him. The Service Navigator gave details of programs offered to adults by Social Development that could be helpful and made sure the caller knew how to apply.

The Service Navigator suggested a follow up call and the caller readily agreed. Follow up was offered to offer the caller emotional support and make sure she was able to start the process with Social Development. During the follow up, the caller said she was very happy that the 211 Service Navigator took the time to listen. She said she was glad she had called because she had previously had no idea where to go or where to start to help her brother. She was also appreciative that the Service Navigator had suggested the follow up call.


So often people want to help others, but do not know where to start. 211 is there 24 hours a day to suggest options and resources.

A 211 Service Navigator took a call from someone who was working at a storage facility. He expressed concern for an individual who was living within a storage locker. He stated that he believed the individual had been evicted from his home and was now living in the facility. He was worried that the individual need assistance and could cause a fire hazard.

The Service Navigator asked the caller quite a few questions about the individual. For instance, he asked if the caller had spoken to him and if he had any information about the individual’s circumstances. He stated that he had only spoken to him a few times in passing, but that he had seen a stove and cot in the storage locker.

The Service Navigator was able to refer him to a few organizations that work with people who are experiencing homelessness, as well as some counselling and mental health resources. The Service Navigator also asked if he would be able to provide the 211 number to the individual, so that he would be able to call 211 himself if he needed help or additional referrals.

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