Caller Story – November 19, 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.
In times of crisis, 211 Service Navigators can calmly direct callers to the right service. They will connect people directly when necessary to ensure that callers are receiving the help they need right away.
A 211 Service Navigator took a call from a woman in Saint John who was looking for the phone number of the mental health mobile crisis unit in her area. She was with a person she felt would benefit from that service at the moment.
The 211 Service Navigator listened to the caller, and learned that 911 was not needed. Since it was not, she found the information in the database for the caller. The Service Navigator kept her voice calm, so that the caller would feel reassured and understood during a very stressful situation. The Service Navigator gave her the phone number, and also offered to transfer her to that service. The caller gave permission for the transfer, so the Service Navigator immediately made a warm transfer to the Mobile Crisis Unit of Saint John.
Newfoundland and Labrador:
For callers who need services urgently, but are not in need of 911, 211 is a good alternative. 211 Service Navigators can the services that callers need and can even put them directly in contact with them.
A caller was transferred to 211 from a 911 operator in Newfoundland. He told the Service Navigator that he was homeless and currently using the telephone at a hospital. The caller requested shelter, food and transportation. He told the Service Navigator: “I’m in the hospital, but I can’t stay here and I have nowhere to go!”
The Service Navigator gave the caller information on services and referrals for food, shelter and transportation. She then asked if he would like her to transfer him to the Emergency Housing and Shelter Line in St John’s. He said that he would, and she then transferred him directly to the service. She let him know that he could 211 again anytime he had questions about community services.