Caller Story – May 18, 2024

Caller Story – May 18, 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:

When people hear about a new program from friends or from the news, 211 is often their first call.

211 Service Navigators are always pleased to give information to callers about new programs.

They are also aware that when questions become extremely detailed or about very specific situations, that it is best that someone who works for the program answer, so that the caller gets the best information possible.

A 211 Service Navigator took a call in English from a female older adult who had several questions regarding the new Canadian Dental Care Program (CDCP).

The Service Navigator was happy to give the caller information on the eligibility and how to apply for the program.

The caller asked additional detailed questions about her particular situation.

The Service Navigator wanted to make sure that she received the correct advice and gave her the contact information for the program.

She let the caller know that she would be pleased to make a warm transfer to the program for her.

The caller happily agreed and was transferred to the CDCP.

The caller let the Service Navigator know that she was very thankful for the information and the direct transfer to the program she was seeking.

Before transferring the call, the Service Navigator thanked the caller in turn, and encouraged her to call 211 if she had further questions about community and government services.

Newfoundland and Labrador:

Often people concentrate on telling victims of domestic violence to just leave – not thinking of the many resources that they will need in their new lives. It is critical to provide financial, material, and emotional support in the aftermath of abuse.

A female survivor of domestic violence called 211 for assistance. The caller had young children who had witnessed the violence. The father was no longer in the home, but without that income, the mother was having difficulty making ends meet for herself and for the children. They were relying on family members to assist them with transportation. The caller stated that she was unsure what she should be looking for, but knew that they needed food and a new place to live. However, since they were located in a rural area of Newfoundland and Labrador, those resources could be difficult to find.

The Service Navigator provided several referrals for food and housing. She also suggested that connecting with an agency that provides support and counselling to domestic violence survivors might be a good start to getting the help that they need. The Service Navigator was concerned about the family and offered a follow-up call. The caller agreed, so the Service Navigator will call in a few days’ time to see if the referrals worked out and if the family has any new needs.

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