United Way’s 211 is on pace to receive more than 425,000 contacts in 2024. If that number holds, it would represent nearly a 43-percent increase in combined calls and unique website visits to 211KC.org compared to last year. On average. A Community Resource Navigator receives a call every eight minutes during a shift. They work with individuals spanning 23 Kansas City area counties, connecting them to the exact right point of assistance from a database of more than 7,000 resources: 24 hours a day, seven days a week.
In December 2024, three of our highlighted calls came from senior citizens. Last year, seniors ages 60 and older represented 22-percent of all individuals reaching out to 211 for assistance.
A Kansas City, Mo. senior citizen was able to get a new furnace in preparation for colder weather but was struggling to get the furnace connected and running. At the age of 81, it was critical to her health and well-being to have her home fully heated and not rely upon space heaters. One of the Older Adult Specialists serving our partner Mid-America Regional Council (MARC) Aging and Adult Services was able to advocate for the caller by contacting Spire to explain the situation and request assistance. A crew came out to the home within the week to build the needed pipe structure and install a meter so the furnace had the essential gas needed to heat the home. Thanks to the specialist’s advocacy, the senior now has a working furnace and reached out to share her gratitude: “Thank you so much for your help on this. I was totally at my wit’s end when I called you…It’s supposed to dip down into the 20s later this week, so I’ll be ready for it with my new gas furnace!”
A Kansas City grandmother who was primary caregiver for her infant granddaughter called 211 asking for rent and utility assistance. She was two months behind because she lost her job due to car troubles. She was actively looking for another job but it had been difficult. The Community Resource Navigator gently inquired about a risk for eviction to explore if the Right to Counsel program was needed. Fortunately, that was not an immediate risk, but the navigator encouraged her to call 211 in the future if she receives an eviction notice, while staying optimistic she would be able to get the assistance the caller needed. Additionally, because the navigator was also a grandmother helping her grandkids, she asked if the family had essential supplies for the baby, including diapers. The caller received an unexpected referral to a local program that assists with diapers so the grandmother could prioritize limited income to cover other necessary expenses. The call ended with the grandmother feeling confident she had the information she needed to apply for rent and electric bill assistance and comforted to know she could reach out 24/7 to 211 for additional resources.
A Kansas City senior citizen contacted 211 for referrals to food pantries as close to her location as possible. She shared with the navigator that she was saving every penny for rent and needed to rely on pantries to help her dollars stretch. The navigator carefully reviewed the database and was able to provide referrals to local pantries that were close to her home. The caller shared a concern that because of a disability, she couldn’t get herself to the local bus stop. The 211 Community Resource Navigator was able to schedule a round trip Lyft ride to one of the pantries for her through the Ride United Transportation Access program. Later, 211 checked in with the senior and she reported on the follow up call that she was successfully able to use the Lyft service to access the pantry for the food she needed.
So far in 2024, more than 1700 rides have been provided through the Ride United program.
A woman from east Kansas City, Mo. was needing information on holiday gifts for her son who had a disability. She had previously been referred to Calvary Temple and Shawnee Civic Center. She was appreciative and was able to get an appointment set up for her son to meet with Santa and enjoy the festivities at the Shawnee Civic Center. She mentioned that she had been trying to contact Calvary Temple, but was unable to reach them. So she called 211 again to ask for additional help. The navigator reviewed the information for Calvary Temple and shared she could walk in on that specific date and time of the event. The caller told the navigator she really appreciated 211. She said she doesn’t really know anyone around her and it’s been hard. She shared she usually just looks up information online, but doesn’t get much help through those searches. She told the navigator, “You all are very informative…Every time I have called, you all have been so helpful and the information is always accurate.” She then expressed she’d called in several days before for utility assistance and with the referrals given, she was able to get help with paying her balances. The navigator shared with the caller she could call 211 back anytime as the contact center is open 24 hours a day. The caller said, “Oh wow.. That’s good to know. I didn’t know that. I will definitely be calling back, and thanks again for your help!”