Caller Story – June 28, 2021

Caller Story – June 28, 2021

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

New Brunswick:

Something as simple as a drive to the doctor can mean a great deal to someone who does not have access to transportation. 211 Service Navigators know the services that can help people get to where they need to go.

A senior called 211. He had a medical appointment, but could no longer drive himself to it. He did not have any family or friends available at the time of his appointment to take him there. He did not want to miss the appointment, and wondered if 211 could help.

The Service Navigator listened carefully to the caller’s needs. She asked if she could find more about his circumstances to see if there were any services to help. She asked probing questions about his location and other eligibility criteria.

The Service Navigator found an agency that served the caller’s town that took seniors to medical appointments. The caller was very happy to hear about this service and eagerly took down the information. She asked if he needed any other services, and he said that he did not, and would call the agency suggested right away. She encouraged him to call 211 again if he needed more assistance in the future.

New Foundland and Labrador:

Ending relationships is hard at any age, but for youth a break up may feel devastating. 211 Service Navigators will listen without judging and find ways to help youth who are hurting.

A youth called 211 and she sounded upset. She said that she was breaking up with her boyfriend and needed someone to talk to. She wanted advice on how to handle the break up. She stated that her boyfriend was experiencing mental health issues and was alone.

The 211 Service Navigator listened to her explain her situation and displayed empathy. She provided a safe space for the caller to share her emotions. After the youth had talked about her feelings and the circumstances of the break up, the Service Navigator asked if she could provide her with some referrals to help. The caller agreed.

The Service Navigator gave information on where she could call to find a counsellor. She also referred the youth to a helpline that was open 24 hours where she could share her feelings and get emotional support. The Service Navigator suggested that these numbers could be shared with the boyfriend for his anxiety and other issues, since the caller was very concerned about him. At the end of the call, the youth said that she would call the helpline and set up a virtual counselling appointment.

Leave a Reply