Caller Story – November 04, 2023

Caller Story – November 04, 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 so hard when people are far away from their loved ones when they are experiencing a crisis.

However, 211 Service Navigators can give resources to people anxious about their loved ones in another region.

A 211 Service Navigator took a call in French from the province of Quebec from an adult male. He explained that he was very worried about his mother who was currently living in New Brunswick with the guardianship of two small children. He had spoken to his mother earlier that day, and she had told him that she felt suicidal, and that she also wanted to place the children in foster care.

After clarifying aspects of the situation with the caller and probing for more information, the Service Navigator was able to offer him several resources. The Service Navigator gave him the contacts for Child Protection, Chimo Helpline, the RCMP in the area where the mother was living, the community mental health centre closest to her, and the phone number for the Mobile Crisis Unit. She explained the role of each of the agencies and the kind of assistance and support each could provide.

The caller took down all of the resources’ names and phone numbers and repeated them to the Service Navigator. He thanked the Service Navigator many times for the help that she offered. She knew that even if the call was outside of her current province, it was important to listen to the caller and give him referrals. Thus, the Service Navigator was able to help a family member who required a great deal of help.

Newfoundland and Labrador:

These days so many Canadians are without the support of a family doctor. This can complicate access to health care, but 211 Service Navigators will problem solve with people in this difficult position.

An older adult had been trying to apply for the Disability Tax Credit, but no longer had a family doctor. The nurse practitioner in the area was no longer taking patients. The caller needed to have a doctor complete a certain form in order to have his application considered for approval. Thus, the caller was referred to 211NL. “My doctor retired and now I have no one,” he lamented to the Service Navigator.

The Service Navigator probed for relevant details, so that she understood the situation in depth. She learned that the caller was not able to use computers, and was not yet on the list for a new family doctor.

The Service Navigator let the caller know how to get on the list for a new family doctor; since the caller was not able to go online, she gave him instructions on how to do this by telephone. She also told him how to request a telephone appointment from 811NL. The caller took the two referrals and said that he would try them and connect with 211 if he needed more help and referrals.

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