Caller Story – March 16, 2024

Caller Story – March 16, 2024

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:

Applications can be difficult to do at the best of times. However, when people are stressed it becomes very difficult to figure out various requirements. 211 is available 24 hours a day. They can answer straightforward questions about application processes and put people in touch with the help they need to apply for necessary programs.

An overwhelmed caller who spoke French contacted 211 for assistance to apply for the Rent Bank Program. He was having difficulty understanding the required documents and what the application process was like. The 211 Service Navigator took the time to explain everything to him in French and to assist him as best as she could while he looked through his documents.

With his permission, the Service Navigator sent an email to the Rent Bank on behalf of the caller, asking them to call him back concerning the application. She also offered to speak about the application process to his case worker after he mentioned an upcoming appointment. The caller said that he was very thankful and the Service Navigator had helped ease his anxiety.

Newfoundland and Labrador:

It is so hard to watch when a loved one is not getting the help they need. When people do not know where to go to access needed services, they can call 211 for referrals and options.

The mother of an adult child called 211 for assistance. The mother was concerned about her daughter. Their daughter lives by themselves and has certain mental health issues that prevent them from engaging with others when seeking help and assistance. The caller wanted to help them find a food bank or a meal program that could assist them. They also inquired about getting a wellness check done for their daughter just to make sure that they were healthy and safe. “I’m so worried about her, I don’t think that she even has food!” the caller exclaimed to the Service Navigator.

The Service Navigator showed empathy to the caller – no matter how old children are, a parent is still a parent and they care deeply about what happens to their children. The Service Navigator found the nearest food bank to the caller’s daughter and let her know how to apply. She also found a meals on wheels location that might be helpful for the daughter and referred the mother there as well. In terms of wellness checks, the Service Navigator told the caller about the Mobile Crisis Intervention Team and how they could help her daughter. She also mentioned 811 as a resource.

The caller took all of the information down and said that she would connect with the resources provided. The Service Navigator encouraged her to call again if she or her daughter needed more assistance.

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