Caller Story – November 22, 2021
Each week we will post a summary of interesting and representative 211 calls. This week, we have a connection from Manitoba.
Little things can mean a lot. For a senior who has trouble navigating a voice mail menu, assistance can mean the difference between frustration and accessing a service. 211 Service Navigators can give information about the best way to get through to services, and even assist callers who are having difficulties.
A senior called 211 wanting to reach Winnipeg Transit Plus, a transportation service for people with physical disabilities. The senior stated they had spent hours on the phone the previous day and the day of their call to 211, but were unable to get through.
Since the caller was very frustrated, the 211 Service Navigator offered to call Winnipeg Transit Plus for the individual to see if he could get through and then transfer them into the call. The caller readily gave their permission.
Upon calling, the Service Navigator was able to get through and navigated the system menu to reach a live person. The 211 Service Navigator explained the situation to the Transit Plus staff member, and transferred the senior through, so they could confirm their trip.