Caller Story – September 13, 2021

Caller Story – September 13, 2021

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


Even if there are no physical injuries from a fire, the effects can be devastating. 211 Service Navigators are there to find services for people in the aftermath of a fire.

A 211 Service Navigator took a call from a woman who was worried about her father. His townhouse was damaged with smoke from a fire next door, and he has many health problems that this will negatively affect. She was looking for anyone who can assist with finding him emergency housing, and help get the landlord to repair the smoke damage.

The Service Navigator empathized with the caller’s situation. She was doing her best to advocate for her father, but had exhausted many options already. They discussed several well-known agencies, and she had contacted them all. The Service Navigator continued brainstorming with the caller until they came up with some options and further information that would help her. Eventually, there were a couple of avenues that the caller had not yet explored.

The caller was very grateful for the time the Service Navigator took with her on the phone. They came up with a few more options to explore, and she was thankful that there were still some resources to try.

New Brunswick:

211 Service Navigators can help callers refine the search for a resource to ensure they get exactly what they are seeking. This eliminates frustration and possibly calling several places before finding the right number.

A 211 Service Navigator took a call from a woman who was looking to get in touch with a court. The caller let her know that she needed a resource in Moncton. The 211 Service Navigator probed as to which city the court was in. She also clarified what kind of court the caller was seeking.

After clarifying exactly which court the caller needed, the Service Navigator located the court. The Service Navigator then gave her detailed information regarding this resource, such as hours of operation, address and phone number. The Service Navigator asked if there was anything else the caller needed. The caller only needed the court at the moment, so she was encouraged to call 211 anytime if she needed more assistance.

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