Every hour of every day, knowledgeable and caring Community Resource Navigators (CRNs) answer phone calls and online inquiries for 211, our region’s resource and referral system, connecting neighbors to a network of more than 7,000 community services.
In 2023, United Way of Greater Kansas City’s 211 team responded to 358,099 contacts in our 23-county service area.
To highlight the work of our incredible 211 team, we’re sharing highlights of some of the calls CRNs take each month.
Here’s a call highlight for the month of August 2024:
A 75-year-old Lee Summit resident called 211 in need of assistance paying her electricity, gas and internet bills. She was having trouble keeping up on her bills because she was on a fixed income. She had been able to keep up with rent but was finding it difficult to pay all of her other bills each month. She shared bills were stacking up and she was facing the very real threat of her utilities being shut off.
The caller stated, “This is not how I expected my life to be. I am having a lot of trouble.”
The 211 Community Resource Navigator was able to refer her to several emergency assistance programs, including City Union Mission, Lee’s Summit Social Services, Salvation Army, and Mid-America Assistance Coalition – LIHEAP as well as provided her with an Economic Relief Program through the Salvation Army.
After the caller received the referrals, she told the United Way CRN, “You’re so nice. It’s nice to speak with someone. It’s pretty lonesome.”
At the closing of the call, the caller agreed to have a text message sent to her from 211. The text shared a list of the referrals given during the call and allowed her to provide feedback on her experience.
After a few days, 211 received feedback that the caller was receiving assistance from Lee’s Summit Social Services.
She shared her experience stating, “It was so wonderful. I was so upset, and they calmed me down and helped make me better instead of feeling so badly to ask for help. I can’t say enough good things!”
You can learn more about the work of 211 here. To support United Way 211, click here.