Caller Story – January 27, 2024

Caller Story – January 27, 2024

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


Service Navigators at 211 know the breadth of local options available for mental health counselling and crisis intervention.

They will take the time to assess what a client is seeking and make sure that they receive the appropriate referrals.

If they feel that the caller needs extra help, they will suggest advocacy or a follow-up call.

A woman from Winnipeg called 211 late at night. She explained that she was having a difficult time lately and someone she knew suggested that she call the 988 line if feeling at risk. She did call 988 and said her experience with the line was very good.

When she contacted 211, she told the Service Navigator that she was seeking local crisis response and was also looking for medical information. She no longer felt at risk at that moment, but wanted resources for the future. On this note, she said someone told her to call 811, but the Service Navigator explained that the 811-type service in Manitoba was accessed through the Health-Links number.

The 211 Service Navigator gently clarified the role of 211, and made sure that she received information on her local crisis and mental health support. He was concerned that she received all of the help that she needed and offered a follow-up call, which the caller readily accepted.

She said that she was happy to have the referrals, clarification of the 211 service, and the offer of a follow-up call. She spoke of living alone and how the follow-up call would likely help to motivate her to follow through on the referrals and other items on her agenda for the week. She was very appreciative of the time talking with the Service Navigator.

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