Concerns New Jersey 2-1-1 information and referral system; makes appropriation.

S3782

SENATE, No. 3782

STATE OF NEW JERSEY

222nd LEGISLATURE

�

INTRODUCED MARCH 5, 2026

Sponsored by:

Senator� PATRICK J. DIEGNAN, JR.

District 18 (Middlesex)

SYNOPSIS

���� Concerns New Jersey 2-1-1 information and referral
system; makes appropriation.

CURRENT VERSION OF TEXT

���� As introduced.

��

An Act
concerning the New Jersey 2-1-1 information and
referral system
, supplementing Title 30 of the Revised Statutes, and
making an appropriation
.

����
Be It
Enacted
by the Senate and General Assembly of
the State of New Jersey:

���� 1.� The Legislature finds and
declares that:

���� a.� The New Jersey 2-1-1
information and referral system serves as a critical access point for
individuals and families seeking assistance with health care, housing
instability, food insecurity, mental health services, utilities, and other
essential needs.

���� b.� Under current practice,
many callers receive contact information for service providers but are left to
navigate complex systems on their own, which may result in unmet needs,
repeated calls, and avoidable crises.

���� c.� Active referrals,
including �warm handoffs,� have been demonstrated to improve service connection
rates, reduce duplication of effort, and promote better outcomes for
individuals seeking assistance.

���� d.� Modern referral technology
enables real-time communication, appointment scheduling, and direct connection
between callers and service providers.

���� e.� It is therefore in the
public interest to modernize the 2-1-1 system in the State by requiring active
referrals, investing in referral technology, and ensuring accountability for
service outcomes.

���� 2.� As used in this act:

���� �2-1-1 System� means the
Statewide information and referral system designated by the State to provide
community resource information and assistance via the 2-1-1 telephone number
and related digital platforms.

���� �Active referral� means a
referral process in which a 2-1-1 specialist directly facilitates a connection
between a caller and a service provider, rather than solely providing contact
information.

���� �Warm handoff� means an active
referral in which a 2-1-1 specialist, with the consent of the caller, directly
connects the caller to a service provider by telephone, electronic
communication, or integrated referral technology, including but not limited to
real-time call transfer, three-way calls, or direct scheduling of appointments.

���� �Service provider� means a
public or private entity that delivers health, human, or social services to
residents of the State.

���� 3.� a.� The entity designated
by the State to operate the 2-1-1 System shall implement active referral
procedures, including warm handoffs, for callers seeking services when a
participating service provider is available and the caller consents to such
referral.

���� b.� A 2-1-1 specialist shall:

���� (1) identify appropriate
service providers based on the caller�s needs and eligibility;

���� (2) determine the availability
of services in real time; and

���� (3) facilitate a warm handoff
to a service provider, including connecting the caller directly or scheduling
an appointment.

���� c.� When a warm handoff is not
feasible due to service provider availability or technological limitations, the
2-1-1 specialist shall document the reason and provide the caller with the most
effective alternative referral.

���� 4. �a. �The Department of
Human Services, in consultation with the Department of Health and other
appropriate State agencies, shall ensure that the 2-1-1 System is supported by
referral technology capable of:

���� (1) real-time provider
availability verification;

���� (2) direct electronic
referrals and appointment scheduling;

���� (3) secure data sharing
consistent with State and federal privacy laws; and

���� (4) outcome tracking to
determine whether referrals resulted in service connections.

���� b. �The department may award
grants or contracts to support system upgrades, staff training, and integration
with service provider systems.

����

���� 5. �a. �State agencies
administering health or human services programs shall, as appropriate, promote
and facilitate participation by contracted service providers in the 2-1-1
active referral system.

���� b. �Participating service
providers shall, to the extent practicable, maintain updated availability
information and designate points of contact for warm handoffs.

���� 6.� a. �The entity operating
the 2-1-1 System shall submit an annual report to the Governor, and to the
Legislature, pursuant to section 2 of P.L.1991, c.164 (C.52:14-19.1),
detailing:

���� (1) the number of callers
receiving active referrals and warm handoffs;

���� (2) the types of services for
which warm handoffs were provided;

���� (3) the percentage of
referrals resulting in confirmed service connections; and

���� (4) identified barriers to
successful warm handoffs and recommended improvements.

���� b. �Reports shall be
aggregated and shall not include personally identifiable information.

���� 7.� The Legislature shall
appropriate such funds as may be necessary to implement the provisions of this
act.� The Department of Human Services may utilize available federal funds,
including but not limited to Medicaid administrative funds, federal block
grants, or other federal assistance, to support implementation.

���� 8. �The Department of Human
Services shall adopt rules and regulations, pursuant to the �Administrative
Procedure Act,� P.L.1968, c.410 (C.52:14B-1 et seq.), to implement the
provisions of this act.

���� 9. �This act shall take effect
12 months following enactment.

STATEMENT

���� This bill strengthens the
Statewide 2-1-1 information and referral system by requiring the use of active
referrals, including warm handoffs, to better connect individuals with needed
health and human services.� Rather than limiting assistance to the provision of
contact information, the bill modernizes 2-1-1 operations to facilitate direct
connections between callers and service providers through real-time call
transfers or appointment scheduling.

���� The bill also supports the
development of shared referral technology, encourages participation by
State-funded service providers, and establishes reporting requirements to
improve accountability and service outcomes.� By enhancing coordination across
programs, the bill aims to ensure that residents of New Jersey are able to
access services more efficiently and effectively at the point of need.

���� The bill requires the
Legislature to appropriate such funds as may be necessary to implement the
provisions of the bill.� �