Overview of
NJ 2-1-1 Partnership
General Information
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2-1-1 was established in 1997
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First 2-1-1 in Atlanta, GA – United Way of Metro Atlanta
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Today, there are 240 2-1-1s
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US, Canada, Puerto Rico
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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 …
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24/7/365 access to health, human and social services
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Multi-lingual access (170+ languages)
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Accessible for the hearing impaired (TTY)
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Accredited by AIRS - Alliance of Information & Referral
Systems, nationally recognized I&R standards
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Virtual call center environment
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Mobile App available at www.nj211.org
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Most Frequently Requested Services
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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
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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
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Record caller demographics, needs and referrals and
report statewide, by county and to the municipal level.
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Use reports to help inform key decision makers about
real time needs
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In a disaster, reports can reflect changing trends and
unmet needs within affected areas.
NJ 2-1-1 Role in a Disaster
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Provide a reassuring voice of reason and accurate and
real time information
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Assistance Guides: Floods, Hurricanes, Haitian
Earthquake
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Identify gaps in service so resources can be located or
deployed
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UVIS – Uniform Victim Identification System
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CDC and UWW Flu on Call/Pandemic Plan
Collaborative Relationships
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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
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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
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Utility assistance is our #1 call
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Provide assistance for USF and LIHEAP and Weatherization
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Our role is to provide the following:
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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
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Comprehensive 2 week training program
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Call Protocol
Systems
Program Knowledge and Procedures
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Blended learning approach
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Mentors
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Continuous training – internal and external presenters
Training & Development
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Quality Assurance
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Monitoring
Coaching
Calibration
AIRS Certified Staff
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CIRS – Call Specialists
CRS – Resource Specialists
Our goal is simple……..