211 social services helpline gearing up for busy season of need

While many Canadians have their eye on the upcoming holiday season, Mike Myette and his team at the 211 helpline in Nova Scotia are looking to the period after the holidays when people rely on them the most.

Myette is the executive director of 211 Nova Scotia, a community and social services helpline that connects people with non-profit organizations and governmental services.

The service was launched in February 2013 with help from the United Way.

"The surge in calls will probably come in the months following the holiday. That's the coldest part of the year and there's a greater sense of isolation," Myette said Monday.

A snapshot of 211 services in the province reveals what information people are looking for. In Kings County, 211 callers mainly want to know about food banks. In Inverness County, they want help with Employment Insurance.

According to numbers obtained by CBC News, about 56 per cent of calls revolve around services for older adults.

"As people age, they reach a point when they're trying to make a decision to stay in their own home or go into supportive care," said Myette.

"We get calls about removal of barriers or enhancements to their home to improve the situation for older people. We get a lot of calls on Meals on Wheels."

Salvation Army spokeswoman Rhonda Harrington said she's not surprised seniors are mainly using the helpline. She welcomes a service that can direct people in need to her organization. 

"If people are in need, that's what we're here for. If we can help in any way and they're being referred to our services by this program then it's all positive," she said.

"I think we are getting more calls because of this."

While more than half the calls revolve around services for the elderly, Myette said his team points callers to services from "cradle literally to the end of life," including information about prenatal care, marriage and terminal illness.

For example, a stressed out university student with a broken laptop was matched with a non-profit organization that refurbishes computers. Another time, when a woman was left homeless, workers were able to find a charity that sent her a truck to pick up her possessions.  

Myette said some charities have changed over the last two years, adapting to the problems highlighted by 211.

Root problems

Myette is the man who helped bring 911 to Nova Scotia. He went on to work for the justice system and saw the same people repeatedly show up for court — and wanted a way to treat root problems, such as mental health and addiction.

"It's about understanding what's behind the need. The best example I can give is somebody who calls for a food bank. We know based on our experience there is a very high likelihood, probably in the 95 per cent range, that there is something behind needing food today. Whether it's a mental health issue, whether it's substance abuse or a job loss or some other sort of social breakdown, there's another issue driving that need," Myette said.

"If we can solve the larger issues, the day-to-day issues like food, shelter and clothing become easier to manage."

He said the research shows people may make up to seven calls to find the service they need, so the 211 helpline was created for one-stop shopping.

Last year the service reached about 50,000 people. This year, they're on track to reach 75,000.

"When a need develops in a family, there's a certain amount of stress that accompanies that need and people just all of a sudden need help and they don't know where to turn," said Myette.

"So 211 has really stepped up to solve that problem because whatever the problem is, we're here 24/7, 365. It's a phone call."

Awareness gap

The 211 service can also answer questions by email and they're hoping to expand to texting in the future.

It costs just under $1 million a year to run the service. The bulk of the money comes from the province.

Service Nova Scotia Minister Mark Furey said he's pleased his department is a funding partner.

"I value the work of 211; it provides an essential service to Nova Scotians," he said. "We are also pleased to have representation on the board of 211."

The service's next steps are letting people know they exist.

"So far, our challenges have been in actually making people aware of the service," said Myette.

They're working with police to get the word out on the ground.

Furey said in the coming months, his department will be working with 211 to "explore opportunities to increase awareness of this valuable service for Nova Scotians."