Caller Story – December 09, 2023

Caller Story – December 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:

211 Service Navigators are persistent! When they cannot get essential information for a caller one way, they will try another way. They realize how much people rely on the 211 Service for knowledge of community resources and they are committed to help clients access the information and services that they need.

An individual experiencing homelessness contacted 211, looking for the phone number to a winter shelter that was not in the database. The individual in question was living in a tent and it was getting very cold outside.

The Service Navigator could not locate the shelter in the database or with an exhaustive Internet search. She offered to search some more and call the individual back. He agreed. She called other shelters to inquire. Fortunately, a staff member from another shelter did have the information that she was seeking.

The Service Navigator collected the information and called the individual back with the information. He was very pleased and thanked her.

Newfoundland and Labrador:

So many people feel sad, isolated and alone during the festive season. 211 Service Navigators want to help. They know the community resources that can help people feel less depressed and alone.

An older man reached out to 211. He said that he was looking to speak with someone, as he was not feeling mentally well. The caller stated that there was a lot going on in his life and that he was isolated and had no one to talk to. He also described having thoughts about suicide. He told the Service Navigator that he had no plan, or intention to end his life, but was having very negative thoughts.

The Service Navigator provided a listening ear and a great deal of empathy. After some discussion, the caller was open to speaking to someone regarding his mental health and suicidal thoughts. He was provided with the phone number for the National Suicide Helpline (9-8-8) and the Service Navigator explained what they did and their role. The caller stated that he would connect with them.

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