Caller Story – March 18, 2023

Caller Story – March 18, 2023

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


It is so important that newcomers get the information that they need to access services and begin to settle in their new homes. 211 is available 24 hours to assist people to adapt and thrive in their new communities.

A refugee from the Ukraine had arrived in Manitoba the day before her call to 211, and she told the Service Navigator that she was looking to get connected with health care. The caller stated that she had various health conditions and was confused about how to navigate the Canadian health care system. She said: “I am lost; I don’t know who can help me with this!”

The 211 Service Navigator responded with empathy – it must be so confusing to get used to a new country with different government systems. She gave the caller a brief overview of how health services worked in Manitoba, and how to apply for a health card. She let the caller know about the Manitoba Telehealth service and how it could help her. She also referred the caller for settlement services to assist her in accessing health care and other programs that she might need.

The caller thanked the Service Navigator and said that she was happy to have spoken to a real person about her concerns. She told the Service Navigator: “”This is great. I am so happy – I don’t have to worry anymore.” The Service Navigator offered the caller a follow-up call to make sure that the services worked out for her, and to see if any new needs came up, but the caller decided that she would call again if needed. The Service Navigator offered to make a warm transfer to Manitoba Health – Health Care Coverage for Ukrainian Refugees, and the caller accepted. Thus, the caller was connected to a service that would be able to assist her with her health care needs.

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