Caller Story – Mar. 8, 2021

Caller Story – Mar. 8, 2021

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:

No one looks forward to hunting for new housing, but during COVID, housing searches are even more daunting. Fortunately, 211 Service Navigators can let callers know where to start.

A woman called 211 from Moncton and she wanted to know her housing options. She needed affordable housing, but she had no idea where to look.

The 211 Service Navigator took some time to assess what kind of housing the caller was seeking. Since the caller needed affordable housing, the Service Navigator told her how subsidized housing worked and exactly how to make an application. She also let the caller know about a supportive housing option for women. The caller took down the information, and said that she would contact the programs right away. The Service Navigator encouraged her to call 211 anytime she had questions about community services.


When people are down, it’s so hard to think clearly. Just talking to a Service Navigator can help clarify issues, so that people can take the next step toward their goals.

A 211 Service Navigator received a call from a woman in her sixties in Winnipeg who was feeling very overwhelmed. She was talking about many issues and said she had no idea where to start. She was struggling to find employment, and also had mental health concerns.

The Service Navigator began by empathizing with the caller. He clarified and focused the conversation on the concrete steps that she wanted to take next, and she started with looking for employment. The Service Navigator provided multiple employment centre resources, including one that only serves those aged 55 years and older. Since the caller was in her sixties, she was pleased that this type of program existed. After employment, she wanted to focus on mental health. The Service Navigator provided some counselling options that she could access.

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