Caller Story – April 11, 2022

Caller Story – April 11, 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.

New Brunswick:

There is nothing more frustrating than knowing that a service exists, but being unable to find it. 211 Service Navigators are able to solve these mysteries and can help find callers the services that they need.

A 211 Service Navigator took a call from a female from Westmorland County. The caller sounded a bit discouraged. She was looking for a program for a financial assistance program, but she told the Service Navigator that she had been having problems finding it. 

The Service Navigator invited her to share more details. Upon further probing, the Service Navigator learned that she was looking for financial assistance to replace the windows and doors of her house. The Service Navigator said that she would look for the program, but probed for more eligibility details. 

Once the Service Navigator was confident that she knew exactly what the client wanted, she completed a search and found a program to help replace windows and doors. The Service Navigator asked if the caller wanted a warm transfer to the program. She did, so the Service Navigator made sure she had the contact information for the future, and then made a warm transfer to the right department. The caller was very happy that the correct program was found and that she was connected to it right away.

Newfoundland and Labrador:

It can be hard when mobility or other physical challenges get in the way of activities that someone has always done themselves. 211 is there with ideas and options for home help and maintenance.

A senior called 211. She told the Service Navigator that she was having some trouble with her mobility. She was living in subsidized housing and was looking for someone to help with painting her apartment at a reduced cost. She said: “I want to get it done, but I can’t do it myself anymore.”

The Service Navigator told her that was understandable, and that she would be able to search for the service. She asked a few more questions in order to find the right service for the caller. She probed to find out exactly where the senior lived and more details on what she was seeking to ensure that the right fit could be made.

The Service Navigator provided the caller with several referrals for low cost home maintenance assistance. She took down all of the information. The senior was offered a follow up call and she accepted. The Service Navigator will be able to check how the referrals worked out for her and if the caller finds that she has other needs the Service Navigator will be able to make further referrals for her then.

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