Caller Story – Apr. 19, 2021

Caller Story – Apr. 19, 2021

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:

Finding affordable housing can be hard. Fortunately, 211 Service Navigators can refer clients to appropriate housing programs, and they can also explain eligibility requirements and application procedures.

A woman called 211, requesting resources for housing for people with mental health challenges in Fredericton. She said that she was looking for housing for herself, but did not know of any programs that would be suitable for her. She really did not know where she could call to find housing or how to apply.

The 211 Service Navigator listened carefully to the caller and used probing and clarifying to ensure that she understood what the caller wanted. As well, the Service Navigator confirmed that the caller met various housing programs’ eligibility requirements. She let the caller know how to apply for housing through New Brunswick Housing (Social Development), and some specific housing locations.

The caller thanked the Service Navigator several times. The Service Navigator offered her a follow-up call to make sure that her housing search was going well and that she did not have any new needs. The caller said that she preferred to call 211 again herself if she needed more help.

Newfound and Labrador:

At the best of times, it is confusing to find services in a new country; and, this pandemic makes locating resources even more challenging. 211 Service Navigators are there, 24 hours a day, to help callers get the services they need.

An international student living in Newfoundland called 211 looking for food banks and financial support. The caller’s family had been supporting her while she studied abroad, but due to the global pandemic, they can no longer afford to financially assist her. The caller did not want to stop her education and required immediate support. She shares a home with other international students, and could not all go to their university’s food bank at the same time. She was not sure if there was any other assistance that she could obtain. She told the Service Navigator that she was all alone and needed help.

The 211 Service Navigator displayed empathy to the caller, saying that it must be frightening to be in another country far away from her family during COVID. She assured the caller that she would locate some services for her. She found and referred the caller to her school’s internal financial assistance. The Service Navigator also let the caller know how food banks work in the community and provided food bank contacts. She encouraged the caller to call 211 again any time if she needed more help.

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