Caller Story – September 09, 2023

Caller Story – September 09, 2023

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.

New Brunswick:

The human service system can be very confusing, especially if one has never had to use certain services before. Calling the friendly Service Navigators at 211 is a great first step to finding needed services and understanding the system better.

A 211 Service Navigator took a call from a female senior who had been discharged from the hospital after a hip surgery. She was inquiring about services for seniors in New Brunswick after a surgery and/or in general. She was looking for assistance at home for both short and long term purposes.

The Service Navigator was able to tell her about the Extra-Mural Program for short term help after being discharged from the hospital, and the long term care services for seniors in their homes from the Department of Social Development for more long term assistance in the home. She gave the caller information on whom to talk to and how to apply.

The Service Navigator also offered to request a printed copy of the Aging in NB booklet which the caller accepted. The Service Navigator was able to guide the caller with a variety of resources for short-term and long term needs by clarifying the help she wanted more specifically. Probing and clarifying statements were very helpful for this call. The Service Navigator also made sure that the caller knew that she could call 211 again anytime she had questions about services.

Newfoundland and Labrador:

Everyone needs help sometimes. Given the rising cost of living, more people than ever are needing financial assistance. 211 Service Navigators can assess people’s needs and give them insight into different programs that may help.

A caller told a 211 Service Navigator that they owned their home and were using up their life savings. The caller was receiving funds from CPP Disability, but did not get very much money from that, and they were also needing physiotherapy. The caller was requesting direction on financial assistance and therapy coverage. The caller also asked for a referral for mental health help due to the stress that they are experiencing. The caller was very worried about their finances, saying: “I don’t know how I can keep affording this house. I’m using all my savings.”

The Service Navigator showed empathy to the caller – it was so hard to make ends meet these days. They had a brainstorming conversation and the Service Navigator was able to make referrals for possible financial assistance and help getting physiotherapy and mental health care. She went through each of the referrals carefully, explaining the service and how to apply. The Service Navigator encouraged the caller to contact 211 again if they needed more referrals or assistance in the future.

Comments are closed.