Caller Story – March 25, 2023

Caller Story – March 25, 2023

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:

It is especially important that people who do not have their own family doctor know how to access the health services that they need. 211 is a resource that is open 24 hours through which people can find programs and services that they require.

A 211 Service Navigator took an English call from a woman from Saint John, New Brunswick. The caller asked the Service Navigator wondering where she could go for a Pap test in her area since she did not have a family physician.

The 211 Service Navigator was able to connect her to two resources in her region. She gave the caller the contact information for two clinics that would be able to do this test for her. The caller was glad to receive this information, and know that she could still get this important medical test even though she did not currently have a family doctor. She copied down their information and repeated it to the Service Navigator to ensure she did not make any mistakes.

The caller then thanked the Service Navigator for these two valuable resources. The Service Navigator checked if the caller had any other needs, but the caller said she did not and ended the call. The Service Navigator reflected that even if some calls are very straightforward like this one with very clear referrals, it is still very important to clarify with callers if their needs were met and if they need anything else before the end of the call.

Newfoundland and Labrador:

When people are facing difficult transitions, 211 Service Navigators are there to find services that can improve their circumstances.

A caller to 211 had to leave their employment due to stress and was waiting for Employment Insurance to come through for them. The caller had to move back in with their mother and was looking for another job, but required financial and basic needs assistance in the meantime. The caller told the Service Navigator: “My Mom can barely support herself, and now I’m here too. I need help.”

The caller was provided with referrals to Income Support and to the nearest food bank. The caller and their mother had no means of transportation, and the parent was over 55 years old, so they were also referred to Connections for Seniors for food supports that could possibly be delivered.

The caller then inquired about employment positions at 211NL and was referred to “Careers” on the related website, and told how to apply. The caller said that they will call 211 again if they need further assistance.

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