Each week we will post a summary of interesting and representative 211 calls. This week, we have a connection from New Brunswick.
A 211 Service Navigator took a call from an older adult who was worried about not receiving the Emergency Food and Fuel Benefit. He explained that he had confirmed his bank account information many times and also checked his mailbox for a cheque, but nothing had come. He stated that he and his wife were older adults living on a low income, and could really benefit from this extra money.
The Service Navigator actively listened to the caller. She needed to probe further to understand the situation and to make sure that they did qualify for the benefit. After eligibility was determined, she offered advocacy to clarify his status and suggested a follow up call as well. The caller gave permission for advocacy. A follow up was scheduled to inform him of the response from Social Development.
Social Development was contacted on behalf of the caller to inquire about the status of his benefit and if/when he should be expecting it.
The caller was contacted by 211 and informed about their eligibility for the benefit. An error had been made on their account and no cheque had been produced. They were making a cheque out for him right away, and said that it would be mailed as soon as possible. The caller was very happy with the advocacy and about the fact the Service Navigator called back to inform them of their status. The caller said he had never heard about 211 before, but had seen a pamphlet and decided to give 211 a try. He said that he was happy he made the call and thanked the Service Navigator for her service.