Caller Story – March 07, 2022

Caller Story – March 07, 2022

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

New Brunswick:

211 Service Navigators talk to people in many walks of life. When people need information about services in their communities, 211 can steer them in the right direction.

A 211 Service Navigator took a call from a teacher. She said she was teaching a class on addictions. She had moved to New Brunswick a few months before her call to 211, and said she did not know the local resources in the Fredericton or Saint John areas. She was calling to obtain information on where to start her search and to find out the resources available in that area.

The 211 Service Navigator clarified her situation and her needs for information. She said she wanted more information on addiction services, especially details on the referral process and how best clients could obtain services. She was provided with a list of resources available with all of their details such as contact information, how exactly to apply, and services available at each organization. She was also told how to navigate the 211 New Brunswick website for further information.

The caller was very happy about the 211 service and that she now has a greater understanding of addiction services available. She let the Service Navigator know that she will also visit the 211 New Brunswick website as suggested and will refer her students to 211 as needed.

Newfoundland and Labrador:

For professionals working in the community, it can be valuable to have someone to brainstorm with when they come across situations that are difficult and complex. 211 Service Navigators are there 24 hours to come up with options and services to help.

A social service worker called 211 on behalf of a mother and infant who were going to be in St John’s for a medical appointment at a hospital for the infant, and was told that they had to stay in the city for a couple of weeks. They have nowhere to stay and might have to stay in their car.

Shelters would be a last resort as the baby is medically compromised, and the last time that they did stay in a shelter, it was very difficult due to COVID. The caller was concerned that the family would be on the street if nothing was done.

The caller and the 211 Service Navigator worked together to look at possible solutions for the client. The Service Navigator identified several possible referrals for the family that took the infant’s health needs into account. All of the pertinent information was relayed to the worker. The caller said that he would take the options to the client. The 211 Service Navigator offered a follow up call to make sure that the options were helpful for the client and the worker accepted.

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