There’s a new service on Prince Edward Island that takes calls from people in need and points them toward services that can help.
Andrea MacDonald, CEO of United Way of Prince Edward Island, says that since the 211 information referral service officially launched in Prince Edward Island in June, it has already received a large volume of calls. Many of those callers self-identified as seniors.
It’s something that shows how much need exists for the service in the province and within its senior population, according to MacDonald, who says the service’s navigators provide seniors first with a connection and then with referrals to services to help with any issues they are facing.
“211 is a real support for seniors, as well as their caregivers. It provides a connection, in addition to services,” says MacDonald.
HOW IT HELPS
The free and confidential service launched its call centre on Prince Edward Island in June 2020, just a few months before the federal government helped launch the service across Canada as part of its national COVID-19 response.
When someone in the province contacts 211, they are connected with a navigator who determines what issues they are facing, any and all services that may help and refers the caller to corresponding services.
The service can be reached by text, email, messaging or phone call, where MacDonald says the service truly shines.
“It’s the personal touch when you call; navigators take the time to listen to callers and are trained to ask the right questions and identify the real needs of callers. They strive to make that interaction as friendly and empathetic as we can for callers,” says MacDonald.
While a need for the service exists within all age groups, MacDonald says the United Way and 211 have discovered that Prince Edward Island seniors are finding it challenging to identify and access services that can help them.
Since the call centre launched, more than 1,300 calls were received from June to December. Of that number, MacDonald says 528 identified as seniors. But the number of seniors who’ve called is likely greater, as she says the phone service doesn’t require callers to self-identify.
“Seniors know what they need, but sometimes cannot find the services that are out there,” says MacDonald. “211 can address these issues and our navigators can help seniors connect with the specific services that meet their needs.”
THE NEED THAT EXISTS
As 211 continues receiving calls from people across the province, MacDonald says call volumes show no signs of slowing down. With a population of nearly 160,000, she says this upward trend shows how big the need for the service is on Prince Edward Island.
“On average, it takes a person seven calls before they get the help they’re looking for. 211 aims to be that one phone call,” says MacDonald. “People are stressed and scared as they look for help and worry they won’t find it. We aim to take away that stress and find them that help.”
MacDonald says the pandemic has also revealed seniors are looking for services that can help them remain in their own home.
“Seniors may call looking for help with yard work, meal delivery, snow shovelling, financial help, social supports, recreation activities, transportation, housing and other non-urgent health care, like footcare,” she says.
MacDonald says the service can also help seniors and their families make decisions around home care, assisted living or long-term care.
“By connecting with 211, people can make a more informed decision, as they are provided with more information on funding assistance, social programs, friendly callers and other things. We want to provide as much information as possible,” she says.
There is no reason too big or small to call 211, according to MacDonald, who advocates and spreads awareness around the service as part of the Island’s United Way team. She expects that as awareness increases, so too will calls, as more people learn that this can help them.
“The feedback we hear is amazing, in terms of positive interactions between caller and navigator and how much time was spent on the call. Our navigators take the time to get to know each caller,” says MacDonald. “Once people use it and have that experience, they’ll be calling back.”
For more information on how the 211 information referral service works, call 211 or visit 211.ca.
