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Bill

S 3782

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

2026-2027 Regular Session

The bill requires 2-1-1 to actively connect callers to providers via warm handoffs and real-time referrals, improving service access and accountability.

Introduced in the Senate, Referred to Senate Health, Human Services and Senior Citizens Committee
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Bill Summary · S 3782

Overview

S 3782 (Session 222, New Jersey) proposes to strengthen the New Jersey 2-1-1 information and referral system by requiring active referrals and warm handoffs, modernizing referral technology, and increasing accountability and coordination across health and human services. The bill adds an appropriation to support implementation and mandates regulatory development and annual reporting.

Main purpose and intent

  • Modernize the 2-1-1 system from primarily providing contact information to actively connecting callers with appropriate service providers.
  • Improve service connection rates, reduce duplication of effort, and prevent crises by enabling real-time referrals and direct scheduling.
  • Establish a framework for technology-enabled referrals, accountability, and ongoing program evaluation.

Key provisions and changes

  • Definitions (Section 2):

    • 2-1-1 System: Statewide information and referral system accessible via 2-1-1 and related digital platforms.
    • Active referral: A process where a 2-1-1 specialist directly facilitates connection to a provider, not just sharing contact details.
    • Warm handoff: An active referral where the caller is directly connected to a provider (via telephone, electronic means, or integrated technology), with the caller’s consent.
    • Service provider: Any public or private entity delivering health, human, or social services in NJ.

  • Implementation of active referrals (Section 3):

    • The designated 2-1-1 operator must implement active referral procedures, including warm handoffs, when a participating provider is available and with caller consent.
    • 2-1-1 specialists must: identify appropriate providers, verify real-time availability, and facilitate a warm handoff (direct connection or appointment scheduling).
    • If a warm handoff isn’t feasible, the specialist must document the reason and provide the best available alternative referral.

  • Technology and support (Section 4):

    • Department of Human Services (DHS), with input from the Department of Health and other agencies, must ensure the 2-1-1 system uses referral tech that:
    • Verifies provider availability in real time
    • Supports direct electronic referrals and appointment scheduling
    • Enables secure data sharing compliant with privacy laws
    • Tracks outcomes to determine if referrals lead to service connections
    • DHS may award grants or contracts to fund upgrades, staff training, and integration with provider systems.

  • Participation by agencies and providers (Section 5):

    • State health/human service agencies should promote participation by contracted providers in the active referral system.
    • Providers should maintain updated availability information and designate contacts for warm handoffs, as practicable.

  • Accountability and reporting (Section 6):

    • The 2-1-1 operator must submit an annual report to the Governor and Legislature detailing:
    • Number of callers receiving active referrals and warm handoffs
    • Types of services involved in warm handoffs
    • Percentage of referrals resulting in confirmed service connections
    • Barriers to successful warm handoffs and recommended improvements
    • Reports must be aggregated and exclude personally identifiable information.

  • Funding (Section 7):

    • Legislative appropriation is required to implement the act.
    • DHS may use available federal funds (e.g., Medicaid admin funds, federal block grants) to support implementation.

  • Regulatory framework (Section 8):

    • DHS must adopt rules and regulations under the Administrative Procedure Act to implement the provisions.

  • Effective date (Section 9):

    • The act takes effect 12 months after enactment.

Who or what would be affected

  • The statewide 2-1-1 system operator and staff (including 2-1-1 specialists).
  • State departments administering health and human services programs.
  • Participating public and private service providers that deliver health, human, or social services in New Jersey.
  • The Department of Human Services (DHS) and other state agencies involved in program funding, policy development, and data reporting.
  • Funders and grant recipients supporting technology upgrades, training, and system integration.

Procedural and timeline aspects

  • Implementation timeline: Requires action within 12 months after enactment to effect the policy changes; subsequent regulatory development and system upgrades follow.
  • Reporting cadence: Annual reporting to the Governor and Legislature under existing statutory reporting requirements, with data aggregation and privacy protections.
  • Funding process: Legislature appropriation is required; DHS may leverage federal funds to support implementation.

Potential impact

  • Improved access to services through real-time availability checks, direct referrals, and appointment scheduling.
  • Higher rates of service connections due to “warm handoffs” and active referral practices.
  • More integrated and transparent operations with measurable outcomes and fewer unmet needs.
  • Increased accountability via regular reporting and data-based improvement recommendations.
  • Greater coordination among state agencies and contracted providers to streamline access to health and human services.

Compiled from official sources — confirm details with the bill’s official record.

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