Caller Story – July 18, 2022

Caller Story – July 18, 2022

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

New Brunswick:

Refugees have so many questions when they come to a new country. 211 Service Navigators will take the time to describe services and resources available to them that can help them to adjust and thrive in their new country.

A 211 Service Navigator took a call from a mother who identified herself as a refugee. She explained she was in Montreal and planning to move to Moncton or Saint John in New Brunswick in the near future.

The Service Navigator listened to the caller, and asked questions in order to clarify her situation and needs. The caller stated that she would need assistance with matters such as income, housing, registering her children in school, and obtaining health care.

The Service Navigator identified resources for her and explained how services work in New Brunswick. She then offered the caller several referrals including such agencies as Social Development, Service New Brunswick, Canada Housing Benefit and Moncton Cares. The caller wrote down all of the information that the Service Navigator relayed to her, and thanked the Service Navigator several times. The Service Navigator let her know that the 211 number was available to her 24 hours as she got used to her new home.


When a family member is struggling with mental health issues, 211 Service Navigators will provide resources and information. Service Navigators are there to assist people when they do not know where to go for help.

A 211 Service Navigator took a call from an individual who was looking to find some supports for her nephew in Winnipeg. He was experiencing mental health issues and she was looking for resources that would be able to help him.

The Service Navigator assessed the situation. He asked the client several questions about the nephew’s mental health, and his current circumstances. It turned out that the nephew did not see any problems with his mental health and was not currently looking for help.

The Service Navigator gently explained to the caller that there are services which are able to assist those who are seeking help for mental health issues, but none that can force him to accept the help unless he were deemed to be a threat to himself or to others. It did not appear that was currently the case. She understood, but was disappointed.

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