Caller Story – November 12, 2022

Caller Story – November 12, 2022

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


Often members of the public see people who are experiencing homelessness and want to help, but just do not know how to do so. 211 Service Navigators are there to explain how outreach services work, and can often make warm transfers to services at the time of the call.

A 211 Service Navigator took a call from a security guard who worked in a multi-level parking garage. He expressed concern that there was a young woman who seemed to be living in the stairwell of the parking garage. He stated that it got very cold, as the stairwell was not heated and he was worried that she would get sick or injured living in there.

The Service Navigator assessed the situation by asking if the woman seemed to be currently ill or if she was agitated. Upon determining that there was no imminent danger to the young woman or to others, the Service Navigator informed the caller about the services of the Downtown Community Safety Partnership, which provides outreach. Once the caller had been informed about the service, he agreed to be put in touch with them, so that the young woman could receive help.

The Service Navigator put the security guard on hold and called the Downtown Community Safety Partnership. He gave the staff a summary of the situation. The staff said that they would send someone out to help the young woman, but needed more details about where she was. With the staff’s permission, the Service Navigator connected the caller with them, so they could take down the necessary details about the young woman’s location and situation.

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