Caller Story – April 27, 2024

Caller Story – April 27, 2024

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:

Pregnancy can be a very exciting time, but it can also be confusing. There is so much to do to get ready for a new baby, especially around the health of the baby and the mother. 211 Service Navigators can help expectant parents find the right information and services on their journey towards parenthood.

A newly pregnant caller contacted 211 because they needed resources for new parents. They were also having difficulty with the process of being referred to an obstetrician. The caller had visited their local community health clinic, where it was confirmed they were pregnant.

According to the caller, the nurse practitioner (NP) who treated them did not send a referral to an obstetrician or instruct them on what the next steps would be. The nurse practitioner had told the caller to contact 811, and apparently 811 had told the caller to contact 211. The caller expressed some frustration with regards to the medical referral process.

The Service Navigator sent new parent resources to the caller via email, at the caller’s request. She also suggested they call back the clinic that confirmed the pregnancy to ask for a referral to an obstetrician. The NP who treated the caller referred them to 811, but 811 does not send referrals, nor does EvisitNB. The Service Navigator also referred the caller to another community health clinic in Fredericton to inquire about their sexual health team in case they needed more assistance obtaining a referral to an obstetrician.

By identifying the caller’s needs and struggles, the Service Navigator was able to provide them more information to help them on their journey to becoming a new parent.

Newfoundland and Labrador:

Caregiving can be confusing. Caregivers want to help, yet sometimes their loved ones are not willing to accept the options that are offered. 211 Service Navigators can help caregivers find services for their loved ones and guidance on how best to assist them.

A 211 caller was very concerned about their aging parents who were living in a hoarding situation. The caller was worried that their mental health was deteriorating and they were unable to care for themselves anymore. They had to leave their current living situation, but they were not participating in helping themselves. “They need help. I don’t think they understand that they have to leave.”, the caller exclaimed with concern. The caller said that they were refusing to get any help and the caller did not know what to do. There were no other family members who could assist with them.

The Service Navigator displayed empathy while the caller was relating their parents’ situation. They had a lot on their plate. The Service Navigator let the caller know about various agencies that could give direction, assess the situation and help the parents into an environment where they would be safe. She referred the caller to SeniorsNL, Adult Protective Services and Connections for Seniors, and explained the roles of each agency.

The Service Navigator wanted to make sure that the caller felt supported and that her parents were safe. For those reasons, she offered a follow up call and the caller accepted. When she made the follow up call, she was happy to hear that the caller had connected with a social worker to assist them with the situation.

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