Caller Story – September 17, 2022

Caller Story – September 17, 2022

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

New Brunswick:

211 Service Navigators are there 24 hours a day. They can help people get the help that they need during a crisis.

A 211 Service Navigator took a call from a man who desperately needed mental health assistance. He was on the side of the road and calling from his cell phone. He called for help knowing he needed assistance with his mental health. He told the Service Navigator that he could not continue any longer like this.

The Service Navigator listened to the caller with empathy, and encouraged him to explain his situation. She probed further to see if he was at risk of hurting himself. He was not suicidal, but he was in a mental health crisis and far away from a hospital.

She offered him emotional support and discussed what he felt he needed at that moment. He needed to see someone face-to-face to talk about his situation to help him get through the crisis. She told him about the services of the mobile crisis and he felt that he wanted to try this. With his permission, the 211 Service Navigator made a warm transfer to the mobile crisis team. She introduced his situation, and the staff said that they would be able to see him. A registered nurse agreed to stay on the line with him until the crisis team was able to go see him.

Newfoundland and Labrador:

211 Service Navigators receive calls before, during and after disasters. When it matters most, Service Navigators will link callers to the help that they need.

The caller was a home support worker who was trying to assist a client with power wheelchair repair. The client has no mobility without the wheelchair and it was not working correctly. The wheelchair has had two batteries cease to work. To make matters even worse, the caller and her client were in the path of the hurricane that was due to hit in a few days. It would be harder for him to evacuate if needed without a working power wheelchair.

The 211 Service Navigator found the contact information to have the client’s power wheelchair repaired urgently. The caller thanked her. The Service Navigator asked if they needed any more referrals at the moment and they did not. The Service Navigator was concerned about the caller and her client, and offered follow up. The caller agreed to a follow up call.

When the Service Navigator was able to connect again with the caller, she had good news. Help had been found and the wheelchair was fixed by Eastern Health. The caller and client had survived the hurricane. The client had been evacuated, but was able to return to his home safely.



When people are having financial difficulties, it is hard for them to know what programs are available and what they should do. 211 Service Navigators will calmly assess the situation and steer people to the programs that can best help them.

A 211 Service Navigator took an online chat from a woman who was struggling to understand the systems for financial support available in Manitoba. She was confused with what to apply for, and did not know what services were available to her. She was unable to work and needed help.

First, the Service Navigator took time understanding the inquirer’s needs. He helped the caller clarify her situation and figure out what kind of resources would assist her. He started by answering her questions and providing information for financial programs for which the caller could apply.

The interaction then changed slightly. The inquirer said she would really like to talk to someone in her community who could provide her with financial advice. The Service Navigator found a local help line that could provide personalized financial advice. He also referred the inquirer to an organization that had staff who could sit down with her one-on-one and provide help navigating the financial support systems. She was thrilled with these community resources.

Leave a Reply