Caller Story – November 18, 2023

Caller Story – November 18, 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 can be so frustrating to wait for a needed service. Service Navigators will show empathy in those situations and problem solve with callers about what they want to do next.

A 211 Service Navigator took a call from a woman who requested that 211 find her a family physician. She explained her name had been on the Patient Connect list since 2017 and she had not been contacted or matched with a doctor yet. The Service Navigator listened attentively to the caller, and empathized with her. She explained that, unfortunately, she was not able to match her with a family physician. However, she assured the caller that she could offer her health care alternatives in the meantime, such as Tele-Care, 811 and virtual care at eVisitNB.ca.

The caller was not satisfied with those resources. The caller and the Service Navigator spoke about different health-related services. The caller liked the idea of contacting the College of Physicians and Surgeons. Therefore, with her permission, the Service Navigator transferred her call to the College of Physicians and Surgeons of New Brunswick. The Service navigator reflected that it was important to listen to the caller’s needs, and to be clear about what 211 can and cannot do. It was also important to offer resources and alternatives when necessary.

Newfoundland and Labrador:

At 211, Service Navigators are often impressed by how much first responders care about the clients that they serve.

However, first responders, like any service providers, are stymied when the resources that people need, especially in remote areas, are not readily available.

In those cases, 211 is a great call to make.

211 Service Navigators know community services in and out, and they also are trained to problem solve.

A Royal Canadian Mounted Police (RCMP) officer called 211 seeking to assist a woman in a remote area looking for marriage counselling. “Trying to help this family but not a lot of services in the area,” he reported to the Service Navigator.

The Service Navigator problem solved with the caller. They would not be physically near many services. Could virtual counselling be a possibility for the couple? The officer thought that was a good possibility.

Therefore, the Service Navigator searched for the nearest resources that provide marriage/couple counselling and especially for those that may also provide virtual couple counselling. She let the officer know how to use the 211NL website, so that he could let the couple know about it and so that he could search on it as desired.

Finally, she encouraged the officer to call again any time that he came across someone who needed services in the community, and to let the couple know that Service Navigators were available to help them find resources 24 hours.

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