Caller Story – October 25, 2021

Caller Story – October 25, 2021

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

Newfoundland and Labrador:

It can take time to feel comfortable and confident using a new service, even 211. 211 Service Navigators will be patient and spend the time necessary to help new callers feel comfortable using 211.

A man called 211 for the first time in St John’s. He asked several questions about 211 and its role. The Service Navigator responded to all of his questions and let him know what kind of questions Service Navigators could answer.

After he had found out the role of 211, the caller asked the Service Navigator if he could help him find a particular health centre. The Service Navigator said that he would be happy to do that. He found out which health centre the caller was seeking and gave the caller all of the pertinent information. The caller was asked if he needed any other community resources and he did not at that moment. The Service Navigator asked the caller if he wanted a warm transfer to the health centre, and the caller readily agreed. The caller was encouraged to call 211 again anytime, and was connected to the health centre.

New Brunswick:

211 gives people options to learn about and exercise their rights. 211 Service Navigators treat callers with respect and will help them find the resources they need.

A man called 211 concerned about certain aspects about the quality of care in the nursing home in which he resided. The 211 Service Navigator probed right away to make sure that the caller was not in any physical danger or being abused. He was not, but did want his concerns addressed.

The Service Navigator listened carefully and asked several clarifying questions to be certain she understood the situation thoroughly and exactly what he wanted to address. She also probed as to what he had already tried. She asked his permission to research his next steps and call him back to let him know what he could do. He agreed. She researched options and called him back. She let him know the procedures that he could follow to have his concerns addressed and gave him detailed contact information for every step of the complaint process. He thanked the Service Navigator for her help and stated that he would contact 211 again if he had more questions.

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