Finding financial security can be a challenge for any household. But some factors can compound the road to stability, like health challenges, living with a disability, and justice involvement. Finding and keeping a good job, housing and paying for everyday expenses are barriers to economic mobility. Calls to United Way 211 in June highlight the struggles some of these individuals face and the ways Community Resource Specialists respond in real-time to address their issues and provide meaningful support.
A woman recently released after several years of incarceration reached out to 211 looking for assistance with a utility deposit. She was working to reestablish herself in the community, but didn’t know where to turn for support. The Community Resource Specialist (CRS) took time to welcome the caller back to the community by acknowledging the challenges that often accompany a fresh start. Building rapport and creating a supportive environment helped ease the caller’s unease.
After learning more about her situation, the CRS shared a few utility assistance resources that might be able to help. The caller was provided information about three organizations with potential support available: Salvation Army, Reconciliation Services, and Community Services League. The specialist walked through the application process for each program, reviewed required documentation, and outlined the next steps to pursue assistance.
Rather than leaving the caller to navigate the process alone, the CRS ensured she understood her options and felt empowered to move forward with confidence. By the end of the conversation, the caller expressed sincere appreciation for the time, kindness and guidance she received.
A senior citizen connected with 211 seeking referrals for wheelchair assistance. But he needed more than just information. The older adult was looking for someone to slow down and take the time to ensure he felt comfortable and informed.
Throughout the conversation, the caller expressed concern about forgetting important details and wanted to ensure he wrote everything down. Recognizing this, the CRS adjusted her pace to match the caller’s needs, patiently providing information and plenty of time for questions and note-taking. The caller was connected with three organizations that may be able to assist with wheelchair needs, and the specialist provided intake details and guidance on accessing each resource.
The thoughtful approach made a meaningful difference. By taking extra time and showing understanding, the specialist helped the caller feel confident he had the information he needed and understood his next steps. At the end of the call, he expressed his gratitude for the specialist’s patience, kindness and assistance.
A rural resident reached out to 211 facing several challenges all at once. She was managing a disability, needed assistance with her electricity bill because of limited income, as well as legal support related to unresolved divorce issues.
The CRS on the other end of the call took time to listen to all of the concerns and to understand the full scope of the situation. Knowing multiple needs often requires multiple solutions, the specialist took time to review all available resources and provide tailored referrals to address each challenge, including Catholic Charities.
The impact of the interaction became more apparent during a follow-up conversation. While discussing the resources she had contacted, the caller shared heartfelt feedback aboutthe experience of reaching out to 211, saying, “Catholic Charities was wonderful. They always have been. But the gentleman I talked to on the phone at 211 was absolutely wonderful. He was so kind and that made such a big difference when you’re looking for assistance. Thank you so much for your service. It’s nice to know we have somebody that can help us.”
If you or someone you know is facing a situation and simply don’t know where to turn for assistance, United Way 211 is here for you with more than 7,000 resource referrals available. The services if free, confidential, and available 24/7 with service in 150 languages. Simply dial 2-1-1 from any phone or visit 211KC.org to find help near you.