In 2019, Kansas City, Mo. Mayor Quinton Lucas and the City Council passed legislation creating a Tenant Bill of Rights, ensuring the rights of renters across the city. The legislation provides protection for property owners, landlords and tenants and outlines available resources. A component of the law, established in 2022, is the city’s first ever “Right to Counsel” program, that is designed to prevent evictions and provide legal assistance.
United Way of Greater Kansas City 211 provides screenings and referrals for the program. In 2024, we screened nearly 2,000 individuals for the program.
Our August 211 call highlights include three callers who were provided assistance navigating the Right to Counsel program:
A home healthcare worker in Kansas City, Mo. spends long days moving from one patient to the next, making sure each person gets the support they need. When a coworker left, her workload got heavier, and the hours stretched even longer.
While working extremely long hours doing constant caregiving, her own crisis began to build. An eviction notice arrived and she realized she didn’t even know how to check her case status or what steps to take next. The pressure of rent, the fear of court and the weight of responsibility for her patients all collided at once. Unsure of where else to turn, she called United Way 211.
A Community Resource Specialist (CRS) listened to the healthcare worker with calm attention. She explained the Right to Counsel application process, shared next steps for handling court hearings, and gently reminded the caller that support may still be available. More than just providing information, the specialist created space for the caller to breathe, feel heard, and to believe she wasn’t alone in her struggle.
Together, they pulled up her case information, completed the Right to Counsel application and reviewed what to expect moving forward. With each step, what once felt overwhelming began to feel manageable. By the end of the call, the panic in her voice had softened. She expressed gratitude, noting how much she appreciated the patience and kindness she was shown. What began as a moment of fear, ended as a reminder: even those who spend their lives caring for others, deserve care themselves.
A Kansas City, Mo. renter was really confused after receiving an eviction notice. The paperwork listed the name “John Doe,” not his name, but the address matched his residence. He was uncertain if the eviction was truly for him. Fear and uncertainty set in as he wondered what this meant for his future. Not knowing what else to do, he called 211.
On the call, a CRS listened patiently and pulled up the details in the online court records system. Together, they walked through the information, sorting out what applied to his situation. He had many legal questions. While the specialist couldn’t offer legal advice, he offered clear direction on what could be addressed once legal counsel became involved.
What began as a confusing, frustrating and scary situation, slowly became a manageable path forward. With guidance and encouragement, he completed his Right to Counsel application on the phone with the specialist and gained a clear understanding of what to expect ahead.
By the end of the conversation, his voice carried more confidence than fear. He left the conversation knowing how to navigate the process and realizing that even in complicated situations, clarity and support could be provided through a caring and resourceful talk with 211.
A tenant in Kansas City, Mo. called into 211 feeling overwhelmed and frustrated. Ongoing issues with her landlord had escalated to the point of an eviction notice and the weight of it all left her feeling defeated. The 211 Community Resource Specialist on the other end of the line welcomed her into a conversation built on respect. She listened closely, offering a calm space where her voice and concerns mattered. Step-by-step, they worked together to complete the city’s Right to Counsel application, turning stress into action.
As the minutes passed, something shifted. The caller’s angst eased, and a sense of relief began to take over. By the end of the call, the CRS and tenant were trading compliments and even sharing laughter—closing the conversation on a light-hearted note, that seemed impossible at the start.
What began as a time of crisis, ended as a reminder of community connection: the value of being heard, supported and treated with care can change everything.