United Way’s 211 received more than 358,000 contacts in 2023. Contact volume is trending 27-percent higher as 2024 nears a close. On average, a Community Resource Navigator receives a call every eight minutes during a shift. They work with individuals to locate the exact right point of help from a database of more than 7,000 local resources.
Here are a few call highlights for the month of November 2024:
A young mother in Olathe, Kan. was home with her sick newborn baby, when her electricity got shut off. Not knowing where to turn, she called 211. United Way’s 211 Community Resource Navigator was able to provide several referrals, including organizations that assist with utility payments, like the Multi Service Center in Olathe. A few days later, the mother called 211 back to offer her immense gratitude and appreciation for the navigator. The agency she was referred to was able to provide assistance and restore her electricity service.
Last year, 211 received more than 83,000 requests for utility assistance. 91-percent of all individuals contacting United Way were successful matched with resource referrals.
A woman called in to share she was signed up for some counseling sessions. The counseling center she attended encouraged her to call 211 because she shared she had no way to get to her appointments. When she connected with the Community Resource Navigator, she expressed she didn’t know what she was going to do. She wasn’t on a bus route and her car was needing repairs. She valued the support she was getting through the counseling center and hoped 211 could help. This was her very first time ever calling 211 for assistance. The navigator listened attentively and was able to give her a referral to the Ride United Transportation Access service. The navigator set up a series of rides to get to her
scheduled session that day and for the next several days. After her call with the navigator, she asked to speak with a manager to share her appreciation sharing the navigator was so calm, patient, very helpful and supportive to her needs. She was incredibly appreciative.
A mid-career woman living in Independence, Mo. called 211 asking for help related to securing a new job. She had just accepted a job offer, but there was paperwork that needed to be completed in-person before the position was official. The caller had utilized her resources for transportation to the job but could not find an immediate ride to complete the pre-employment documentation. 211 was able to schedule a round-trip ride through Lyft. When 211 followed up with the caller to inquire about the service, the newly employed caller reported a successful trip and stated she, “couldn’t believe how much help was available” through 211.
Ride United is made possible through a partnership with United Way Worldwide and rideshare operator Lyft. In 2023, Ride United Transportation Access grant dollars allowed United Way of Greater Kansas City to provide nearly 3,000 rides for individuals to medical care, employment, emergency shelters and more.
An advocate for 211, Heather Meyer, had a friend share with her that she was having a hard time since she lost her job. This was a friend who usually was the one finding resources for others and she wasn’t sure where to turn. Heather suggested calling United Way 211. After the conversation with a 211 Community Resource Navigator, Heather’s friend shared via social media: “My amazing friend Heather just put me on to an amazing resource that just saved me…You can call 211 and they will find you resources in your area according to your zip code. I just called and asked for food pantries close to me open today or on the weekend and not only did they find the food pantries for me, they gave me their numbers, what I’m required to bring with me, and any other pertinent information to receive help from them. AND THEN they found me help for my utilities for late bills, disconnections, and
also found me a resource that will help long term due to my disabilities. AND THEY WERE SO FRIENDLY! Holy. Cow. Life changing. This is the best thing ever that everyone should know about.”
Heather Meyer has worked for 211, is an advocate for 211, and is also a KS District 29 State Representative.