Overview of NJ 2-1-1 Partnership

General Information

2-1-1 was established in 1997

First 2-1-1 in Atlanta, GA – United Way of Metro Atlanta

Today, there are 240 2-1-1s

US, Canada, Puerto Rico

48% associated with the UW in their community

State emergency preparedness & Homeland Security are also common funding sources for 2-1-1

Mission of NJ 2-1-1

To make a critical connection between individuals and

families seeking health or human services and the

community referrals best able to meet their needs

Finding help should not be difficult

2-1-1 reduces confusion, frustration and unnecessary delay in getting help.

Improves the use of community resources by directing people to appropriate services quickly.

We serve all 21 counties

NJ 2-1-1 is …

24/7/365 access to health, human and social services

Multi-lingual access (170+ languages)

Accessible for the hearing impaired (TTY)

Accredited by AIRS - Alliance of Information & Referral Systems, nationally recognized I&R standards

Virtual call center environment

Mobile App available at www.nj211.org

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Most Frequently Requested Services Temporary (Emergency) Financial Assistance Housing Mental Health and Counseling Food Older Adults/Disabled Health/Medical Transportation Donor Services Holiday Assistance Material Resources Legal Services

NJ 2-1-1 Lines of Business

NJ 2-1-1 Home Energy Assistance Information Line (LIHEAP/USF) Suspicious Activity Reporting through the NJ 2-1-1 portal ReNew Jersey Stronger Supportive Services for Veteran Families (SSVF) Homeless Hotline: Morris, Passaic, Middlesex,

Montgomery (PA) Atlantic City Casino Closing Hotline

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www.nj211.org

Data Collection and Reporting Record caller demographics, needs and referrals and

report statewide, by county and to the municipal level.

Use reports to help inform key decision makers about real time needs

In a disaster, reports can reflect changing trends and unmet needs within affected areas.

NJ 2-1-1 Role in a Disaster

Provide a reassuring voice of reason and accurate and real time information

Assistance Guides: Floods, Hurricanes, Haitian Earthquake

Identify gaps in service so resources can be located or deployed

UVIS – Uniform Victim Identification System

CDC and UWW Flu on Call/Pandemic Plan

Collaborative Relationships

NJ Department of Human Services NJ Office of Homeland Security and Preparedness NJ Office of Emergency Management NJ Department of Community Affairs NJ Department of Health NJ Housing & Mortgage Finance Agency (Housing

Resource Center) NJ Department of Children and Families State VOAD (Fiscal Agent & Coordinator for LTRG) FEMA 2-1-1 US Social Services Agencies

NJ 2-1-1 Initiatives

Compassion Fund Diabetes Prevention and Education EITC / VITA Endhungernj.org and Homeless Hotline Kinship Portal Njfindaride.org NJ Housing Resource Center Prescription Drug Cards Special Needs Registry USF/LIHEAP UVIS

Home Energy Assistance Program

Utility assistance is our #1 call

Provide assistance for USF and LIHEAP and Weatherization

Our role is to provide the following: screen callers for eligibility explain how the various home energy assistance programs work confirm documents needed to support the application process location and hours of your local application agency check on the status of your application once it has been filed help find alternative resources if you don't qualify for the state utility assistance

programs

Training & Development

Comprehensive 2 week training program Call Protocol Systems Program Knowledge and Procedures

Blended learning approach

Mentors

Continuous training – internal and external presenters

Training & Development

Quality Assurance Monitoring Coaching Calibration

AIRS Certified Staff CIRS – Call Specialists CRS – Resource Specialists

Our goal is simple……..