Caller Story – November 01, 2021

Caller Story – November 01, 2021

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

Newfoundland and Labrador:

Making ends meet and providing food for a family has grown even more difficult during the pandemic. 211 Service Navigators are there to help callers find options and resources to help when times are hard.

A woman called 211 and said that she was looking for food vouchers and food hampers. She stated that she was not getting what she needed from the local food bank. The caller said that most of the food from the food bank is in cans. She has not been getting fruits, vegetables or meat from the food banks. She said: “I’m not getting help and I need to provide for my kids.” The caller also told the navigator that she has two children with no child support, and is receiving social assistance.

The Service Navigator asked probing questions to ensure that she knew exactly where the client was living and other eligibility requirements for food resources. She then provided referrals for food resources and supports for single parents. One of the services suggested was a food bank specifically for single parents. The client and the Service Navigator agreed to a follow up call to ensure that the caller received the services that she needed, and at the time of the follow up, the Service Navigator will check if the caller needs additional resources.

New Brunswick:

Callers to 211 often inquire: “May I ask another question?.” The reply is: “Of course.” 211 Service Navigators answer questions about a wide range of human services, and people are not limited to one subject per call.

A 211 Service Navigator took a call from a woman from Saint John, New Brunswick. She was looking to find assistance with finding a job and renting a new place. She also stated that she wanted to connect with the province about a landlord and tenant dispute.

The 211 Service Navigator listened to her and clarified the situation. The Service Navigator asked probing questions regarding what the caller had already tried and what type of employment and housing she was seeking. She then offered the caller referrals to assist her in finding employment and affordable housing. She also gave the caller information on how to connect with the Residential Tenancies Tribunal about a tenant dispute. The caller gladly accepted all of the referrals. She wrote down the contact information for all of the resources and said she would call them right away. The Service Navigator encouraged her to call 211 again if she needed more referrals or assistance.

Leave a Reply