Caller Story – July 19, 2021

Caller Story – July 19, 2021

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

New Brunswick:

A 2-1-1 Service Navigator contacted a senior woman as a follow-up to a previous call. The caller had initially contacted 2-1-1 after being refused assistance with programs for home modifications. During her first call with 2-1-1, the Navigator handling the call had offered a follow-up to look at additional resources.

During the follow-up call, the Service Navigator did some probing to better understand the caller’s situation. The caller explained that she qualified for some home modifications under the Energy Efficiency Program with NB Power, but was refused other modifications, such as grab bars needed for her to continue to live in her home safely. The Service Navigator asked if she had applied for any other programs and she said she had only applied to NB Power.

The Service Navigator then explained the NB Housing Program through Social Development and provided the caller with eligibility information and a phone number to contact. The caller was glad to hear that there were additional resources available to her but expressed that she felt a little overwhelmed with the information. The Service Navigator then offered a warm transfer to the program and the caller accepted. The Service Navigator stayed on the line with the caller until an agent from NB Housing was able to assist her.

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