overview of nj 2-1-1 partnership. general information 2-1-1 was established in 1997 first 2-1-1 in...
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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……..