Bill Text: NJ A5312 | 2026-2027 | Regular Session | Introduced
Bill Title: Concerns New Jersey 2-1-1 information and referral system; makes appropriation.
Sponsorship: Partisan Bill (Democrat 1)
Status: (Introduced) 2026-06-23 - Introduced, Referred to Assembly Health Committee [A5312 Detail]
Download: New_Jersey-2026-A5312-Introduced.html
Sponsored by:
Assemblyman JOE DANIELSEN
District 17 (Middlesex and Somerset)
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.
