United Way’s 211 hit another record contact volume in 2024, with a combined total from phone calls and unique website visits to 211KC.org of 476,691. That represents a 33% increase in contacts from 2023. Community Resource Navigators work diligently each day to connect community members to requests, utilizing a database of more than 7,000 community resources. The service is free, open to all, and available 24/7.
In January 2025, the following highlighted calls highlight two of the top five needs Community Resource Navigators responded to over the last year: utility and transportation assistance.
A 58-year-old resident from eastern Jackson Co., Mo. reached out looking for help with transportation. When a 211 navigator followed up with the caller a few days later, he shared: “From the bottom of my heart, thank you. Your time saved my life. I am so very grateful.”
A Kansas City, Mo. resident called 211 looking for help with utility bills. A Community Resource Navigator connected the caller with referrals to programs including LIHEAP and Share the Warmth. The caller expressed they were feeling overwhelmed about applying for these programs and submitting all the required documentation. The navigator took time to walk through the application process step-by-step. By the end of the call, the Kansas Citian was able to access the online application and complete the necessary steps. The caller was appreciative for the time and expressed their confidence in being able to finish the required processes to apply for utility assistance.
United Way 211 Community Resource Navigators (CRNs) work to be compassionate listeners and meet the standards set by the national accreditation body, Inform USA, to provide excellent service. Because of the nature of the work, where navigators spend a brief period helping community members identify solutions and next steps, often in times of financial and personal crisis, they do not always hear the results first-hand on how the resources and calls were able to help. Recently, a community member took the time to call back to share about her experience with Community Resource Navigator, Nikki. The caller shared, “She helped save my life and she was really concerned about me. I was calling to thank her for what she has done for me. She was just so kind and so helpful, and she actually saved me. Let her know I am giving her an air hug because I don’t know her and I can’t see her physically. Thank you so very much. Ya’ll are amazing people.”