This bill aims to enhance the New Jersey 2-1-1 information and referral system by mandating the implementation of active referrals, including warm handoffs, to improve connections between individuals seeking assistance and service providers. Currently, many callers only receive contact information and must navigate complex systems independently, which can lead to unmet needs. The bill proposes that 2-1-1 specialists actively facilitate connections by directly linking callers to service providers, utilizing modern referral technology for real-time communication and appointment scheduling. Additionally, it emphasizes the importance of documenting instances where warm handoffs are not feasible and providing alternative referrals.

To support these enhancements, the bill outlines the responsibilities of the Department of Human Services and other state agencies in promoting participation among service providers and ensuring the availability of updated information. It also establishes reporting requirements for the entity operating the 2-1-1 system, which will include data on the effectiveness of active referrals and barriers to successful connections. The bill calls for necessary appropriations from the Legislature to implement these provisions and allows the Department of Human Services to utilize federal funds for support. Overall, the legislation seeks to improve the efficiency and effectiveness of service access for New Jersey residents.