Frontline Quest Pilot Delivers Real-Time Community Intelligence, Enabling Smarter,
Faster Service Where It Matters Most
In a world where every call to 211 could be a lifeline, a groundbreaking pilot between United Way of Greater Kansas City and Frontline Group is proving that AI-powered insight, when guided by human care, can change everything.
Through the deployment of Frontline Quest, a human-first data intelligence solution that supports 211 systems, the Kansas City pilot is transforming raw conversations into real-time clarity. The result? Community leaders and frontline responders now have visibility that was previously out of reach:
- Live views into emerging local needs—down to the zip code
- A clearer understanding of call trends and service gaps
- Faster response capabilities for time-sensitive issues
- Strategic insight into where resources are needed most
“The ease of gathering data related to ongoing crises allowed us to create a specific report for calls related to the government shutdown over the past 6 weeks,” said Todd Jordan, PhD, United Way of Greater Kansas City 211 Executive Director and VP of Community Impact. “The report was super helpful to see the ways our local government workers were needing help and how they were being impacted, as well as understanding more about the heavily increased demand for food assistance calls during the SNAP debacle.”
And now, thanks to enhanced analytics from Quest, Kansas City 211 is gaining deeper operational and strategic value through:
- Call Logs, which reveal volume and efficiency trends, show how many people are reaching out and how quickly support is being delivered
- Outcome-Based Tracking, which captures what happens after each call, translates activity into measurable impact, and shows where community connections are being made
- Daily Recap Dashboards, offering near real-time insights into performance and responsiveness, which help teams monitor service quality and identify shifts in demand
“With this data, we’re seeing how information is shaping action based on the needs of the community,” said Denise Deptula, Chief Technology Officer for Frontline Group, who is leading the Quest deployment.
With more than 476,000 contacts handled by 211 KC in 2024, the stakes for speed, empathy, and clarity have never been higher. By embedding Frontline Quest into the workflow, Kansas City 211 has transitioned from reactive reporting to proactive decision-making, without adding complexity for agents or increasing costs for leadership.
“The data from these reports provides far more than operational insight,” added Jordan, “It gives United Way of Greater Kansas City a deeper understanding of the community’s needs. By analyzing call volume, outcomes, and response trends, we can clearly see where our support is most effective and where critical gaps exist.”
When calls cannot be resolved due to a lack of available resources, Quest flags those as signals of unmet need, helping 211 strengthen partnerships, adjust strategies, and advocate for targeted community support.
“This visibility is especially crucial when circumstances shift, whether it’s a local disaster, a government shutdown, or an unexpected crisis,” added Jill Blankenship, CEO and Founder of Frontline Group. “The data allows United Way of Greater Kansas City to respond with precision and compassion. It ensures they remain aligned with what the community needs most—right now—driving smarter decisions, faster mobilization, and ultimately, a greater impact for the people they serve.”