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

The government of Quebec has entrusted the Red Cross with several mandates in connection with the coronavirus, COVID-19, including:
  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

The Red Cross is making friendly calls to help break social isolation and make sure that people who are self-isolating 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?

  • Anyone who is self-isolating is eligible for the friendly call program.

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

  • To register for the friendly call service, people in self-isolation must dial 1 800 863-6582 and choose the following options:
    • ​1 (service in English)
    • 1 (Disaster or emergency)
    • 3 (Disaster in Quebec)
    • 4 (COVID-19 in Quebec)
    • 2 (Support for people in isolation)

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

 
  • People in isolation who 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.

DISTRIBUTION OF FINANCIAL ASSISTANCE UNDER THE TEMPORARY AID FOR WORKERS PROGRAM

At the request of the Government of Quebec, the Red Cross is distributing the financial assistance provided under the Temporary Aid for Workers Program to registered and eligible workers.
 
UPDATE: To prevent program duplication, and given that the Canada Emergency Response Benefit (CERB) is available to the majority of workers eligible for the PATT, the government of Quebec decided to end the program on April 10, 2020.
 
However, if you submitted your application for financial assistance before 4:00 p.m. on April 10, 2020, it will be processed normally and you will be notified of the decision as soon as possible.


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

  • Once registered, individuals will be assessed based on the criteria established by the Government of Quebec, which can be found on its website at www.quebec.ca/coronavirus.
  • This tool will help you determine what type of assistance is available in your situation: https://www.quebec.ca/en/government-assistance-programs-covid19/
  • UPDATE: to be eligible for the PATT, your application must have been submitted before April 10, 2020 and the form completed before 4:30 pm on April 20, 2020.

If you registered before April 10, 2020, here are the steps to complete in order to access the financial help:

  • Once you are registered, you must follow these different steps:
  1. You will receive a confirmation email with your file number from the Red Cross (coming from assistance@croixrouge.ca).
  2. 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 PATT financial assistance request.
  3. You request will evaluated by the ministère du Travail, de l’Emploi et de la Solidarité sociale
    • You will be informed of the decision:
    • immediately after completing the questionnaire, or by email if further analysis from the MTESS is required.
  4. 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
  5. 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. 
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 (Monday to Friday from 8 am to 5 pm and Saturday & Sunday from 9 am to 4 pm).
 

Why is the Temporary Aid for Workers Program (PATT) ending?

  • The PATT was going to end when other financial assistance programs covering the same needs were introduced. The Canada Emergency Response Benefit (CERB) offered by the federal government meets peoples’ needs, which is why the PATT is no longer necessary.

I applied for assistance under the PATT and haven’t received a reply. What’s going to happen now that the program is ending?

  • All applications submitted before 4:00 p.m. on April 10 will be processed in accordance with the current procedure.

Will applications that have already been submitted to the PATT still be reviewed?

  • Yes. All applications for assistance received up until the program ends will be processed in a timely manner. Applicants will be notified of the decision regarding their application and the reason it has been refused, if such is the case.

I was informed that my application was inadmissible and I want to contest the decision. Can I do that, even if the program has ended?

  • You can submit an application for administrative reconsideration within 30 days from the date you were notified of the decision regarding the PATT. Every application for administrative reconsideration received within the prescribed time period will be processed.

I received an email explaining how to accept a bank transfer. Should I accept it, even if the PATT has ended?

  • Yes.

If the PATT no longer exists, where can I obtain financial assistance?

Will my application for the PATT automatically be forwarded to the CERB?

If I’ve already financial assistance under the PATT, will I still be able to receive the CERB?

  • Yes, provided you meet the eligibility requirements for the CERB.

My PATT application is on hold, because I’m waiting on a decision regarding Employment Insurance, which I have notify the Red Cross of as soon as I get it. What happens if I received the EI decision after April 10?

  • Applications that are on hold pending a decision regarding Employment Insurance will not be processed until April 20, 2020. If you do not contact the Red Cross before that date, an agent will inform you of the status of your application in the following days.

I have yet to receive the second email with the link to the questionnaire, is this normal?

  • 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 PATT 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.

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.

I received an email (decision notice) from the government and my request for assistance has been denied. Why am I not eligible? What are my remedies to contest this decision?

  • The criteria are determined by the government of Quebec, which makes decisions on all requests. As indicated in the government notice you have received, you have the right to request an administrative review of the decision rendered by the government of Quebec. You have 30 days from the date you receive the notice to do so. The necessary form is available on the website of the ministère du Travail, de l'Emploi et de la Solidarité sociale at: https://www.quebec.ca/en/how-to-reach-us/complaints/ You can also call the government line at 1 877 644-4545.

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.