May 2005

2-1-1 Launched Statewide
On February 10, 2005, New Jersey's 2-1-1 system was launched statewide. Ten strategically located Call Centers provide enhanced information and assistance, 24 hours/day, 7 days/week by landline and cell phone. Championing the initiative were James Davy, Commissioner of the NJ Department of Human Services and Assemblyman Louis Greenwald (D- Camden).

Organizational Structure Takes Shape
The NJ 2-1-1 Partnership Board welcomes three new members. They are Ted Rudich, Principal, NJ Market Leader, Mellon Human Resources and Investor Solutions, Jack Surrency, Office of Employment and Training, Cumberland County One Stop Career Center, and Joe Amoroso, Administrator, Office of Information and Assistance Services, Division of Disability Services representing NJ AIRS. 

Call Center representation on the Board will be provided by Robert Schiavinato, CEO of the Union Organization of Social Services and Chair of the Professional Operations Committee. The members of the Professional Operations Committee are Call Center staff and subject matter experts. The POC will guide and standardize Call Center operations to meet the goal of national accreditation.

Strategic Relationships Extend the Reach of 2-1-1
The NJ 2-1-1 Partnership is working to extend the reach of the system by working collaboratively with key strategic partners including the 9-1-1 Commission, the NJ Department of Health and Senior Services, the Division of Disability Services, the Office of the Deaf and Hard of Hearing, AmeriChoice, It's Your Life 411, the New Jersey Association of Counties, the Conference of Mayors, and the League of Municipalities.

Our strongest advocate remains the NJ Department of Human Services who also is a principal investor. Their $600,000 grant award launched 2-1-1 statewide. Significant progress has also been made with the integration of the Department's e-service directory into the 2-1-1 statewide data base. 

Disaster Recovery
An exciting new partnership between NJ 2-1-1 and Palm Beach County, Florida has been formed. In a hurricane, New Jersey's 2-1-1 system will handle call volume from Palm Beach and the four surrounding communities covered by their 2-1-1 system. Work with the Offices of Emergency Management in New Jersey and Florida to integrate the necessary technology and to develop operations protocols is underway.

State Budget Appropriation
Tom Toronto, Chairman of the NJ 2-1-1 Partnership has met with every member of the Assembly Budget Committee. He is optimistic that 2-1-1 will remain a funding priority in the 2006 state budget.

Tom has also met with Senator Corzine. The Senator has requested a full briefing on 2-1-1.

Targeted Outreach Gets Results
The impact of specifically targeted outreach efforts can be seen in call demographics and increased call volume. Efforts to drive utilization to 2-1-1 have resulted in an increase in inquiries from Spanish speaking callers, individuals with disabilities, military families, older adults and caregivers seeking information about Rx4NJ, and low income families regarding eligibility for Low Income Tax Credits. 

Strengthening Operations for Quality
Working to provide the highest quality of customer service, the Call Centers have strengthen operations by developing an IRIS style guide, call volume reporting standards, call protocol, and a systems recovery plan for internal operations.
Call Center Specialists have received IRIS 3.0 training and will take part in regional trainings in June with Aging and Disability Service professionals on the new Aging and Disabilities Resource Center (ADRC) model.

The 2-1-1 technology infrastructure has also been strengthened. The installation of PBX systems in each of the Call Centers will be completed this month. The statewide data base is under testing by Suncoast, cell phone accessibility to the 2-1-1 systems is operational for most wireless providers, and the NJ 2-1-1 website is under construction.