Caller Story – May 11, 2024

Caller Story – May 11, 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:

The right help at the right time makes settling in a new country so much easier. Newcomers can contact 211 anytime to receive up-to-date and trustworthy information about services in their new communities.

A French-speaking newcomer to Canada called 211. He and his family had arrived in Canada just a few weeks before his call to 211. He had several questions about how the government, particularly the health care system, works in New Brunswick.

The Service Navigator gave a brief overview of the different services available to the caller and his family in the province. After assessing the caller’s needs, the Service Navigator was able to explain the medical system in New Brunswick and informed the caller that he and his family members needed to apply for a New Brunswick Medicare card in order to receive medical coverage at hospitals and clinics in the province. She let him know exactly how he and his family could apply for the health cards.

Since the caller had detailed questions about health coverage in his family’s particular circumstances, the Service Navigator found a direct number to the part of the Ministry that he was seeking. The caller was grateful for all of the information, and the Service Navigator invited him to contact 211 again if he had questions in the future while he was adjusting to his new home.

Newfoundland and Labrador:

211 Service Navigators love to spread the word about 211. They know that the more people that 211 can reach, the better connected people will be with the services that they need and deserve.

A call came in to 211 from a nurse from Eastern Health asking about services for a client who required Income Support. The nurse wished to assist with the application and let the 211 Service Navigator know that the client had mental health issues.

The 211 Service Navigator gave the nurse comprehensive information about Income Support and about the application procedures in particular.

The nurse was grateful for the information, and the conversation flowed into 211’s purpose and the services that it offers. The caller had just seen a poster promoting 211 and had decided to call and try out the line. As the nurse remarked: “I didn’t know that this existed! How long has 211 been in Newfoundland and Labrador?”

The Service Navigator provided a brief history and overview of the services of 211NL, and let the caller know how to use the website. She encouraged the nurse to call 211 again anytime she had questions about community and government services, and to give out referrals to 211 to her clients. After the call was over, the Service Navigator reflected that making connections with other human services allows more people to get the help that they need.

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