Caller Story – June 10, 2023

Caller Story – June 10, 2023

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


Sometimes people wonder if they can call 211 if they are not exactly sure what service they are seeking. They surely can call 211 even if they are not sure what to ask. 211 Service Navigators will talk with callers to understand their circumstances, and they will figure out needs and referrals together.

A 211 Service Navigator took a call from a woman who was struggling. She was audibly upset and said she was looking for any type of help but was so overwhelmed that she could not be specific.

The 211 Service Navigator spent some time listening to the caller’s situation, empathizing and legitimizing the caller’s feelings. After this, she was able to open up more, and the Service Navigator could probe further regarding what supports she needed. Together, they identified some core needs that the caller was struggling with. There were several needs including mental health support, legal support, and food support.

One by one, they went through each need, and the Service Navigator provided several resources that could assist the caller. He then offered the caller a follow-up call to make sure that she successfully connected with said resources. The caller mentioned that even just knowing that someone cared enough to call back and check in was very reassuring for her, and she was thankful for 211’s support.

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