During the 2024 tax filing season this spring, United Way of Greater Kansas City’s 211 once again served as a connection point to VITA (Volunteer Income Tax Assistance) sites across the region. Community Resource Navigators (CRNs) are able to review available VITA sites and connect callers with appointments in real-time. This year, more than 6,500 calls were received for tax preparation assistance, ranking it as our top need identified through 211 in 2025 thus far, representing a 51% increase in tax prep requests from 2024. Overall, 211 contact volume also continues to increase. With a total of 35,178 contacts, CRNs have answered 4,200 more calls in the first four months of this year, compared to the same time frame last year.
In early April, a Kansas City, Mo. resident called 211 seeking tax preparation help. It was nearing the tax filing deadline and he wanted to schedule an appointment at a local VITA site. The Community Resource Navigator (CRN) checked the available site and appointment times during the call. Finding an opening at the Ivanhoe Neighborhood Council location, the caller was able to book an appointment with the navigator’s help and was also able to review the necessary tax documents to bring, along with instructions for the appointment. During a follow-up, the caller shared he made it to the appointment and said, “I love the customer service you provide. And I’m so thankful for how the volunteers at the VITA location made you feel welcome.” The VITA partnership is essential each year in helping eligible community members file taxes for free.
A Jackson Co., Mo. renter called 211 after going to eviction court and receiving difficult news that he would be losing his home. The caller was glad to be speaking with a live person instead of reaching a recorded line. The Community Resource Navigator took time to hear his concerns and build rapport. The caller’s attitude became more positive because the Navigator took time to listen, empathize and provide referrals to low-cost housing listings and housing search assistance programs for him to contact.
A 24-year-old male reached out to 211 looking for help with housing. The man had a job, but no place to live or even stay temporarily. He was worried about keeping his job while unhoused and facing other life challenges. He called 211 for assistance and spoke with a Community Resource Navigator who was able to provide him with resources for transitional housing, as well as referrals to shelters. The caller shared he’d tried several locations already without luck. The Navigator provided him with additional information on how some shelters operate and when to go sign up, as well as instructions provided by the shelter on how to contact them. The man shared he was surprised to learn about eligibility requirements he didn’t know about before calling. When 211 followed up, he said he was able to connect with one of the referrals provided and was currently staying at one of the shelters. The caller was very impressed with how kindly he was treated by the Navigator and that the CRN was very helpful. “She really took her time to affirm and encourage me to keep trying. I wanted to give up because things had gotten so hard. But she really listened and made me feel hopeful again,” the caller shared.