Caller Story – December 24, 2022

Caller Story – December 24, 2022

Each week we will post a summary of interesting and representative 211 calls. This week, we have a connection from Manitoba.


People seeking help for their loved ones often feel like they are going in circles and they cannot find the right resources. That is when a call to 211 can really help. 211 Service Navigators will carefully assess the situation and needs, and find the services that can assist.

A 211 Service Navigator took a call from a woman who said she was calling for help for her son. She was frustrated with not getting any help from other sources. Her adult son needed mental health support, and she was not sure what to do.

The Service Navigator started by empathizing with the caller. Once she had talked about her emotions, he could then narrow down exactly what services the caller was seeking for her son, as she had been speaking very broadly and generally. He was able to clarify the situation and brainstorm possible support with her. The caller said that the main thing that her son needed was mental health housing support. The Service Navigator then found a couple of agencies that offer supportive housing for adults with mental health issues. He also referred her to possible assistance for paying for the housing.

The caller thanked the Service Navigator for the information, and had opened up more about the situation. Although she had seemed apprehensive at the beginning of the call, by the end, she was thankful for the assistance and information.

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