Family Support Division - Kansas City, Missouri

Emily S.

Have been on “hold” for almost 2 hours. As a single mom who works 40 hours a week, I do not have time to sit and wait all day. After dealing with them for 5+ years now for different things, I have yet to have a positive interaction with the family support division.

Very unfortunate. I hope they can get it together soon for the sake of all the families that need support in our area.

Blah B.

I always have a wonderful experience at this location which is saying a lot, who really wants to wait & jump through hoops just to survive however the staff at this facility make it easier to do. Staff is always kind, patient, and understanding.

Carmia F.

I have called the phone numbers that dss have online but was not able to get a human. I find this very unprofessional and discouraging. Your employees are rude when you go into the offices and I’ve been on both sides of the state line and it’s been the same behavior workers on their phones have you standing in line until they finish their personal conversations then you sit down and wait some more. This is very unprofessional. You all could be one mistake or one foot from needing assistance and you will see how we’re being treated.

holly S.

It has become a common occurrence for them to say they didn't receive my paperwork at the deadline, I get it and fill it out and send it the same week I got it, the first time they closed my case was because they said they didn't get my paperwork, so I called and when I was finally able to get ahold of somebody they found my paperwork on their desk, and now recently it happened again, made claims they didn't get my paperwork and closed my case, now gonna have to try and get ahold of someone again to let them know. I even had to certify mail just so they can't claim they didn't get anything because they have to sign for it, but because my car is in the shop I wasn't able to go to the post office to to it. This is getting so ridiculous.

Brad G.

I've always gone IN-PERSON as the automated phone system does you no good as far as Food Assistance/SNAP/EBT is concerned (ordering a replacement card, obtaining an award letter, providing required documents, etc). All of which require you to come in person anyway. As a heads up for the homeless community: have them deliver your card to the office downtown! It will arrive much sooner than having it delivered to HopeFaith where all the mail winds up in one giant "master pile" and never seems to make it's way to your personal mailbox (I know from personal experience & 2 cards later finally went in!)
One last bit of advice is to fill out the paper application at the office & ask to do the phone interview in their office. Otherwise you risk missing the call if you're phone is wifi only or if your ringer is on silent - this derails your progress as you CANNOT call the number back without being placed on a NEVER-ENDING callback list. Lastly, DO NOT BRING YOUR KIDS INTO THE OFFICE WITH YOU UNLESS THEY ARE WELL-BEHAVED OR YOU HAVE DONE YOUR PARENTING WELL ENOUGH TO KEEP THEM IN THEIR SEATS OR OCCUPIED ON SOME SORT OF ELECTRONIC DEVICE!!!! The rest of us shouldn't have to tolerate or deal with the ruckus of someone else's ill-behaved child just because of your bad planning.
When it comes to customer service the staff is generally helpful, even with the hateful, entitled, misdirected, sideways @$$ way the public speaks to & comes at them all day, every day! Remember folks.... these people aren't the reason you can't pay your utilities, they didn't fire you from your jobs, they don't decide whether you're denied or approved, they're not the mail post service that came in late, and THEY aren't the reason YOU weren't prepared enough to check what documents you are required to have on-hand in order to complete the application process!! THOSE PEOPLE are why the lines are ungodly long, why it takes never-endingly/unnecessarily long amounts of time for the line to move - NOT THE WORKERS!!! So check you're attitudes at the door and be prepared for anything and everything by PLANNING AHEAD before you decide to be THAT person who takes to the internet to complain about things that YOU YOURSELF & ONLY YOU are the cause of. I only gave 4stars tho because there really should be a whole separate line or way to order a new ebt card online or to pick up your card w/o spending an hour or more in a line for something as easy as grabbing your card. It only adds to the congestion inside the office and you are ultimately sent to another window anyway so why not just have that walk up window available as a 1st resort instead. Otherwise I don't agree with 98% of the horrible things people say about these ladies who work in this office as they are always willing to help and guide anyone as diligently and expeditiously as humanly possible.

Larry F.

I'v had so many problems with them. That I got tired of hearing there excuses. And got tired of every time. I turn around they were finding ways of shutting me off on my Medicaid. And I got tired of fighting with them to get it back on so. I cut my card up and I threw it at them. And they're always finding ways of not wanting to pay my doctor bills. I just don't care!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Melissa T.

I am on my third day in a row trying to get a hold of someone. My family's coverage was cancelled and we had to get marketplace insurance. Then for some unknown reason our coverage was reinstated for two of our four family members. This has doubled our rate and kicked my kids off coverage with marketplace. Also because we qualified for tax credit this could mess up our taxes so I may have to deal with the IRS over this too. To add insult to injury I tried the first day to get ahold of someone for over two hours. The second day I was on hold for NINE HOURS and was booted off the line before I could talk to anyone after waiting all day. I'm now on my third day and nothing so far. Honestly I have had horrible experiences with trying to get coverage, trying to keep coverage, and now trying to get them to fix their mess AGAIN. I hate leaving negative review but good lord it's been earned.

Jadira A.

It reads that it opens up at 8am still in line at 8:12 not happy bout this. I got up to here for a 8am have to reschedule my day now

Emily S.

Have been on “hold” for almost 2 hours. As a single mom who works 40 hours a week, I do not have time to sit and wait all day. After dealing with them for 5+ years now for different things, I have yet to have a positive interaction with the family support division.

Very unfortunate. I hope they can get it together soon for the sake of all the families that need support in our area.

Blah B.

I always have a wonderful experience at this location which is saying a lot, who really wants to wait & jump through hoops just to survive however the staff at this facility make it easier to do. Staff is always kind, patient, and understanding.

Carmia F.

I have called the phone numbers that dss have online but was not able to get a human. I find this very unprofessional and discouraging. Your employees are rude when you go into the offices and I’ve been on both sides of the state line and it’s been the same behavior workers on their phones have you standing in line until they finish their personal conversations then you sit down and wait some more. This is very unprofessional. You all could be one mistake or one foot from needing assistance and you will see how we’re being treated.

Steph

Update: website tells you to call the fsd number to get help or schedule an interview but literally no way to get ahold of a live person with their phone number so its completely useless. Sent recertification months ago and saw no benefits pending for next month so needing to schedule an interview and no way to do so by phone, only thru their slowass glitchy chat option.

Update: they called me today 10/31/24 to do the Snap interview and Albert hung up on me and never even called back to clarify what's going on with my case and if I'd get benefits again or what to send in or anything. Then the chat option no longer even connects you to a live person and the AI is no help whatsoever.

Left my callback info last week, never got a call back to discuss the letters I received with contradicting info. Today, found out my newborn's coverage and mine was cancelled just as she got sick. They are so very helpful aren't they?

Years later, no one answers as usual no matter what time of day you call. They have a chat option now that never responds and puts you in queue and by the time you come back to check they've kicked you out for their own inactivity so you still can't get ahold of anyone. Think their main goal is to avoid helping people in any way shape or form.

holly S.

It has become a common occurrence for them to say they didn't receive my paperwork at the deadline, I get it and fill it out and send it the same week I got it, the first time they closed my case was because they said they didn't get my paperwork, so I called and when I was finally able to get ahold of somebody they found my paperwork on their desk, and now recently it happened again, made claims they didn't get my paperwork and closed my case, now gonna have to try and get ahold of someone again to let them know. I even had to certify mail just so they can't claim they didn't get anything because they have to sign for it, but because my car is in the shop I wasn't able to go to the post office to to it. This is getting so ridiculous.