Caller Story – February 03, 2024

Caller Story – February 03, 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:

There are many excellent and useful services available, but often the people who need them the most do not know how to access them. That is where 211 comes in. 211 Service Navigators know community and government programs, and can help people access the services that they need when they need them.

A single mother called 211 looking for assistance to help pay for her rent. She had just separated from the father of her children and was having difficulty paying her rent. She was unaware of the Direct to Tenant and Rent Bank Programs. After the Service Navigator asked some probing questions, she found that the caller likely qualified for both programs.

The caller was relieved when the Service Navigator informed her of the programs. Should she qualify, the extra help would allow her to move out of her ex-partner’s property, so that she would be able to find stable housing for herself and her children. The Service Navigator gave the caller detailed information on how to apply for the programs, and encouraged her to call again anytime if she had more questions about services in her community.

Newfoundland and Labrador:

When people have grown accustomed to the help that 211 provides, they worry that they may lose access to 211 when they move to another province. Yet there is no need for that concern. 211 can be reached across Canada, and people can contact a 211 centre for the community information and referrals that they can trust.

A man who had recently moved to Newfoundland and Labrador from another Canadian province called 211. The caller had a variety of serious health issues for which he required prescription medication. He was not working at the time of his call, and his wife was only making minimum wage, so affording these medications was financially out of reach.

The caller stated that in his former province, the 211 there had directed him towards a pharmacy that provided reduced pricing for the drugs that he had to take for his health issues. “I was wondering if 211NL is like the one in my old province?”, he asked the Service Navigator hopefully.

The Service Navigator assured the caller that she could look for similar programs for him in his new province. The Service Navigator was subsequently able to direct the caller to the Newfoundland and Labrador Prescription Drug Program. She gave him detailed information on how to apply.

The Service Navigator also offered a follow-up call to ensure that the caller got connected with this service. The caller agreed to this, so in a few days, the Service Navigator will contact the caller to make sure he was able to apply for the drug program and to see if he has any other needs.

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