Get to know…Kristie Costa, VITA Program Manager

Describe your role with United Way of the Plains.

I am the VITA Program Manager, overseeing 19 Volunteer Income Tax Assistance (VITA) sites across south-central Kansas as part of United Way’s Free Tax Filing Services. I work with 145 volunteers and 20 site coordinators. These are some of the best people I have ever had the pleasure of working with. Together, we help households with low-to-moderate income file their taxes safely and accurately. There is no better job than helping people get the money they have worked hard for.

Tell us more about United Way’s Free Tax Filing Services.

United Way’s Free Tax Filing Services are all about providing people with limited income with a reliable and free method to file their taxes. In 2025, we filed over 6,200 tax returns and helped our neighbors claim $7.85 million in refunds – money that went straight back into our local economy, paying for essentials like rent, groceries and other expenses. The average income of our clients was $29,000, so the average refund of $1,254 is equivalent to an extra paycheck for them. Along with our in-person sites, we have a virtual site that lets people complete the whole process from their home using a cell phone or computer. For those who prefer to do their own taxes and have income below $70,000, we offer a completely DIY option.

Tell us a bit about your background and what drew you to this role.

I spent a significant part of my career managing restaurants and hotels, including owning my own tavern at one point! Serving people has always been my passion, and I wanted to make a bigger impact, which led me to transition to nonprofit work as a Workforce Development Manager with the Rhode Island Governor’s Workforce Board. When my family had the opportunity to live overseas for several years, I shifted to remote work as a business valuation analyst, which allowed me to hone my accounting skills.

After moving to Kansas, I took a temporary role as a VITA site coordinator while searching for a permanent position. Since I’ve always enjoyed both taxes and working with people, it was a natural fit. What I discovered was an incredible community of selfless volunteers and site coordinators who give so much of their time, knowledge, and heart. Everyone I met at the United Way of the Plains seemed genuinely passionate about their work and the company. So, when the Program Manager role opened up, I jumped at the chance to be part of such an impactful program and organization!

Can you share a story about a time when you connected someone to support? How did it make you feel?

We had a client this year who worked for a nonprofit and ran a small business on the side. She hadn’t filed taxes in years, convinced she’d owe a lot because of her business, and that fear kept her from filing at all. A friend finally convinced her to come see us and over the course of a month, we were able to help her file five years’ worth of past-due returns. Instead of the large tax bill she was expecting, she ended up with enough refunds to pay a full year’s rent and utilities in advance, which was a lifeline when she unexpectedly lost her job during the process.

The weight of that stress had been holding her down for years, and when all the returns were filed, her relief was overwhelming. She’d let go of a burden she’d been carrying for far too long. Losing her job would have been devastating without those refunds coming. She said we had been “a beacon of strength” during one of the hardest times of her life and she didn’t know what would have happened to her and her three kids without our help. Like so many people we serve, she was one missed paycheck away from crisis.

Stories like hers remind us of why this work matters so much!

How do you define success in your role?

I define success in a few ways. First, it’s about the number of people we’re able to help, getting as many of our neighbors as possible the refunds and credits they’ve earned, and making sure they keep all of it instead of paying hundreds of dollars for a preparer. But just as important is the quality of the experience, making sure clients feel respected and less overwhelmed by the stress of taxes. Even for those who end up owing, there is peace of mind that comes from getting back on track when life has thrown them off course.

I also see success in the strength of our volunteer community. When volunteers feel supported and valued, that’s a win. If site coordinators and volunteers come back year after year because they believe in the program and feel like part of a team, I know we are doing something right.

Finally, success for me means people leaving our sites in a better place than when they walked in, whether that’s with a refund on the way or a little less fear about the next tax season. Success is being able to provide reliable, accurate and secure tax filing at no cost to our community, helping our neighbors breathe a little easier.

Tell us a little about your hobbies or interests, and your family.

I’ve been married for 17 years, and we have a 15-year-old son and a 13-year-old daughter, who I love seeing grow into their own unique, amazing selves! At this stage of life, my hobbies pretty much revolve around whatever their hobbies are! That means martial arts practice and tournaments (both earned their black belts this year), debate competitions with my son (who is convinced that debating me counts as practice), and all things creative with my daughter (singing, acting, painting, and whatever else she dreams up). They keep me busy in the best way possible!

I love to travel whenever I get the chance, even if it’s just to a small town here in Kansas. I recently visited Council Grove and the oldest restaurant in KS! New places, new people, and new things to learn always make me happy. I also attempt to keep vegetable and herb gardens alive, though Kansas weather seems determined to keep me humble!

What do you enjoy most about working at United Way?

What I enjoy most is the culture of the United Way of the Plains! I love being part of a team where people genuinely care about each other and share a real commitment to making a difference for our neighbors. Everyone is working toward the same goal of creating positive change and being a force for good. I know that what we do every day directly helps people in our community. It’s rewarding, sometimes chaotic, but always meaningful.