Caller Story – August 13, 2022

Caller Story – August 13, 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:

Applying or renewing applications for programs can be stressful, especially for people who do not have reliable access to the Internet. 211 Service Navigators can help people find the necessary information and assistance to apply for the programs they need.

A 211 Service Navigator took a call from a woman who wanted to renew her benefit with the Canada Housing Benefit for New Brunswick (CHB). She was feeling anxious because her one year term was coming to an end, and she did not know what to do. She had limited access to the Internet, so she could not verify information online or contact the CHB by email.

The Service Navigator listened to the caller and reassured her that she can contact 211 for assistance with the CHB program. The Service Navigator offered to contact the program
for her with her questions and concerns, and the caller agreed. The Service Navigator took the caller’s information, so that she could best assist her.

The CHB program was contacted and the staff there explained the renewal process and stated that they would be mailing information to the caller. The Service Navigator contacted the caller and explained the renewal process. She also let her know that she would be contacted by the program by mail. She was welcome to call 211 again with any questions. At the end of the call, the caller said: “Thank you for taking the time to look into this for me. I’m a busy mother and it’s hard not having the Internet at home.”

Newfoundland and Labrador:

Barriers come in many different forms. When people come up against barriers that are preventing them from getting the services they need, they can call 211 for problem solving and advocacy.

A senior called 211 looking for help. She needed food, but the situation was more complicated than it appeared to be at first. The elevator in her apartment building had been out of order for almost two weeks. Due to a supply chain shortage, the necessary parts to repair the elevator might take even longer to get to Newfoundland. The caller was running out of food and was unable to bring groceries up the stairs. The caller was seeking a food hamper that could possibly be delivered. She told the Service Navigator: “It’s too hard for me to go up and down those stairs with a hamper.”

The 211 Service Navigator asked several questions to make sure that she understood the entire situation, and had all the necessary information to make the right referral. She found an agency that was able to make deliveries to seniors who are unable to access essential items on their own. The Service Navigator also arranged a follow up call with the senior to ensure that she received the hamper.

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