MFRC info line enhances service


Jon Chabun, MFRC ~

As of May 1, if you call the Military Family Resource Centre (MFRC) Information Line outside of regular office hours, you will be offered new options.

Callers that phone 250-363-2640 (toll free: 1-800-353-3329) will be advised to connect to the Family Information Line if they are in crisis, to the Duty Padre if they urgently need to contact a deployed military member, or to leave a message for MFRC staff if it can wait for regular office hours.

This new initiative will be in effect whenever the MFRC offices are closed.  In the past, the MFRC had staff answering calls 24 hours a day.

“The statistics gathered really supported this decision,” said Jackie Carlé, MFRC executive director. “We collected and analyzed data over the last 12 months and it really showed that a change was in order. Our staff recorded when they received a call and the reasons for it. The data showed that the after-hours phone service was underutilized and that it wasn’t being used for its intended purpose.

“The move will give our community access to enhanced after-hours service,” said Carlé of partnering with the Family Information Line. “It will also allow us to make the best use of the funding dollars that we receive.”   

The MFRC will work with staff at the Family Information Line to ensure a smooth transition. The Family Information Line offers 24-hour, confidential, bilingual counselling at no cost for military members, veterans and their families. Counsellors at the Family Information Line will be able to maintain a case load and can follow up with sessions by phone or Skype until they are referred. 

The MFRC will be working closely with the Chaplain team to ensure that families are well supported when they require after hours support.

The MFRC has requested an automated system that will directly connect callers with either the Family Information Line, Duty Padre, or to leave a message with the MFRC based on what number they enter.  As of right now, after-hours callers will hear a recorded message detailing those options.

For more information, call the MFRC at 250-363-2640. 

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