Frequently Asked Questions: Red Cross services in response to Coronavirus, COVID-19

The Red Cross will fill two distinct mandates for the Government of Quebec:
  1. friendly calls to people who are self-isolating;
  2. distribution of financial assistance provided under the Temporary Aid for Workers Program.

FRIENDLY CALLS TO PEOPLE IN ISOLATION WHO HAVE BEEN REFERRED TO THE RED CROSS BY A HEALTHCARE SYSTEM REPRESENTATIVE

The Red Cross is making friendly calls to help break social isolation and make sure that people who are self-isolating and have been referred to the Red Cross by a healthcare system representative are aware of the resources available to meet their needs. This non-medical humanitarian service is provided as a complement to government services.
 

Who is eligible for the friendly call program provided by Red Cross in Quebec in response to COVID-19?

  • Only people who are self-isolating and have been referred to the Red Cross by a healthcare system representative (health care provider, 811, etc.) are eligible for the friend call program.

How can people who are self-isolating access the Red Cross friendly call program?

  • People who are self-isolating and have been referred to the Red Cross by a healthcare system representative should register for the friendly call program by calling the number provided on the handout.

Where can I refer people who need medical assistance or psychosocial support?

 
  • People in isolation who have been referred to the Red Cross by a healthcare system representative and are in need of medical assistance or psychosocial support should call 811.
  • All other people should call 1 877 644-4545 to access government resources.

Is there a specific fund to support the delivery of Red Cross assistance to people in Quebec who are self-isolating?

  • For now, thanks to financial support provided by the Government of Quebec, Red Cross has the necessary resources to fulfil its assigned mandate.

DISTRIBUTION OF FINANCIAL ASSISTANCE PROVIDED UNDER THE TEMPORARY AID FOR WORKERS PROGRAM

At the request of the Government of Quebec, the Red Cross will be distributing the financial assistance provided under the Temporary Aid for Workers Program to registered and eligible workers.


Who is eligible to the financial assistance provided under the Temporary Aid for Workers Program?

Will this assistance only be available to Quebec residents?

  • This service is being provided by the Canadian Red Cross on behalf of the Government of Quebec. For people living in a province other than Quebec, please check with your local provincial authorities for information on what might be available for you within your province.

How can I access this assistance?

  • You must apply through the Government of Quebec website at www.quebec.ca/coronavirus
  • To apply, you must follow different steps:
    • complete the online registration form available on www.quebec.ca/coronavirus. You will receive a confirmation email with your file number from the Red Cross.
    •  complete a second form via the link contained in the email which will be sent to you from assistance@croixrouge.ca to officially submit your request for financial assistance to TAWP.
When you register for the program, your identity is validated as soon as possible. However, it is possible that a member of staff from the ministère du Travail, de l’Emploi et de la Solidarité sociale will contact you in the coming days, between 8 am and 8 pm, to verify certain information. The agent will be able to identify himself/herself by confirming your file number issued by the Red Cross. Some officials are working from home, so you may receive this call from a hidden number. This procedure, if necessary, can take more than 24 hours.

Once your identity has been validated, you will receive an email from the Red Cross from assistance@croixrouge.ca in which there will be a link to the TAWP financial assistance request form. Please note that there will be a delay before receiving this email, which could be more than 24 hours. It is advisable to check your inbox as well as your spam box. You are safe to fill it out. It is at this stage that your eligibility will be confirmed. If you do not receive a confirmation directly after completing the form, it means that further analysis is necessary.

If you encounter technical problems or have difficulty filling out the form, we invite you to contact a Red Cross agent at 1 800 863-6582 (8 am to 8 pm, 7 days a week).
  • If you are eligible, you will receive a payment as soon as possible.
    • A first email containing the PIN code of the electronic funds transfer will be sent to you from the email address: assistance@croixrouge.ca
    • Within 24 to 48 hours, you will receive a second email containing the electronic funds transfer from the email address: notify@payments.interac.ca
    • If you would like more information on how to accept an electronic transfer of funds from the Canadian Red Cross, see our explanatory document: http://www.redcross.ca/transfer
  • If you are ineligible, you will receive an email from the ministère du Travail, de l’Emploi et de la Solidarité sociale to this effect. It will be sent to you as soon as possible.

Why must I provide information on other household members when I register with the Red Cross?

  • The Red Cross registration portal is an automated system meant to be used in various emergency situations in Canada, and some of these situations require registering every member of a household. However, since the Temporary Aid for Workers Program is an individual program, you do not need to register your entire household in the system. However, you must fill in one application per person.

Why is my colleague eligible to receive the assistance while my file is still being assessed?

  • The information we currently have on file does not allow us to confirm your eligibility. Your file will be assessed, and a ministère du Travail, de l’Emploi et de la Solidarité sociale representative will contact you shortly.

How does the electronic transfer of funds work?

  • A first email containing the PIN code of the electronic funds transfer will be sent to you from the email address: assistance@croixrouge.ca
  • Within 24 to 48 hours, you will receive a second email containing the electronic funds transfer from the email address: notify@payments.interac.ca
  • If you would like more information on how to accept an electronic transfer of funds from the Canadian Red Cross, see our explanatory document: http://www.redcross.ca/transfer

What happens if I received an electronic transfer of funds but do not have access to online banking or the PIN is invalid?

  • If you are experiencing difficulties with your electronic transfer, please call the Red Cross call centre at 1-800-863-6582.

I'm having trouble depositing this into my bank account.

  • Please contact your financial institution with any technical questions. You can also contact Interac directly (information on http://interac.ca at the bottom of the page under ‘Contact Us’) for any questions regarding the deposit process with electronic fund transfers.
  • Please see the steps to accept an electronic fund transfer: http://www.redcross.ca/transfer
  • Please call the Red Cross contact centre at 1-800-863-6582 for further assistance.

What if I can’t see my PIN

  • The PIN is in an email sent by the Canadian Red Cross which is separate to the email with the EFT.
  • If you cannot see your PIN, please call the contact center at 1-800-863-6582.

Why did some people receive the electronic funds transfer before others

  • To do an electronic funds transfer, we take proper precautions to confirm everyone’s registration details. This identity verification may take longer for people whose files request additional information from the ministère du Travail, de l’Emploi et de la Solidarité sociale. Red Cross staff and volunteers are working around the clock to help as many people as possible as quickly as possible. We thank you for your patience.