Products and Services
Products and Services Introduction
NJ 211 has been connecting people to help since 2005. We make navigating the social service system easier with a team that has grown from 14 to over 100 people working across the state.
Today, we are a recognized leader and trusted non-profit partner of the largest, most comprehensive social service directory in New Jersey — and we are still innovating.
NJ 211 Solutions are Designed to Make Your Work Easier
Our services encompass all components of quality information and referral with advanced data collection, coordination, and integration. Maximize your impact with our human-centered approach.
Services to Meet Your Needs
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Multichannel Contact Center
With over 20 years of experience operating a 24/7 contact center for multiple programs, NJ 211 is perfectly positioned to provide your services with professional trained agents. Our team is compassionate, skillful and prepared to assist individuals experiencing a personal crisis.
- Agents follow national standards for service delivery
- Bilingual agents and access to a translation service of over 150 languages
- Reliable, cloud-based, enterprise-grade telephony technology capable of handling high volume of inquiries via phone, text, chat and email
- Ability to ramp up quickly using remote staff and customization of call routing
- Rigorous quality assurance measures
- Customer satisfaction surveys to gather feedback for continuous improvement
- Ability to do live inbound messaging and outbound text messaging
Use Cases
211 Service every day and during disasters
State Homeless Hotline
Home Energy Assistance Program
Coordinated Entry
COVID-19 Hotline for General Inquiries
Disaster Damage Hotline
211 Human Services Directory
Why recreate the wheel? NJ 211 manages a statewide human services directory of over 6,000 programs. The directory contains free and low-cost government and nonprofit programs that assist with a wide variety of health and human services including housing, food, utilities, legal, childcare, healthcare and more. Using Inform USA's national standards for maintaining the directory, a team of database curators are dedicated to keeping the programs accurate. Subscriptions for integration can be customized by location or need.
- Provides the most comprehensive statewide social service directory in NJ
- Trained curators vet and update the resources in real time
- Ability to seamlessly connect to other systems via an API
- Configured in a healthcare or social service data format for easy integration
Use Cases
NJ Integrated Care for Kids
Our statewide directory was connected to the Visiting Nurses Association of Central Jersey project, NJ Integrated Care for Kids. Case managers could access a directory of resources for their families within the client management system that they were using. This makes it easy to track the referrals and outcomes for reporting purposes.
Monmouth County ACTS Navigator System
Monmouth County ACTS Navigator System utilized our directory for Monmouth County resources with a new closed loop system. This allows care coordinators to send referrals to agencies, as well as make referrals to programs found in the directory. Care coordinators follow up with clients and make additional referrals as needed.
SMS Solutions
Do you have a new program to share or critical information to disseminate? Nonprofits and government entities can use text messaging to reach out to their clients or residents to spread awareness about their programs and screen, process and deliver benefits. Text messaging is one of the most effective and non-intrusive methods of communicating directly with an individual. Our text platform can provide the most basic services or meet more complex needs with human interaction or completely automated SMS communication.
Current Use of SMS Solutions
- Public Alerts
- Promote Programs
- Text Helplines
- Program Screening
Benefits
- Gets critical timely information out quickly
- Build awareness of specific programs to select target groups
- Screen candidates for eligibility
- Advance the application process
- Gather specific feedback on a program or service
- Link viewers to applications, events and information
- Simple 5-digit SMS code that is easy to remember
- Customer can provide phone numbers or leverage our phone numbers for outreach
- Administrative access to gather data and reports
Use Cases
NJCodeBlue
Using a keyword NJCodeBlue, consumers can text 898-211 to receive a link to our web page which lists all the Code Blue activations and warming centers by county. This webpage is updated in real time and informs unsheltered individuals and those that help them of safe options.
The Cover All Kids Awareness Service
Greater Newark Health Coalition s Cover All Kids awareness service targets specific geographical locations with customized outbound text messages in various languages to spread awareness about updates to NJ FamilyCare requirements. This service disseminates vital information about the program, frequently asked questions, and details of in-person enrollment sessions to diverse audiences based on their geographic and linguistic needs. By translating texts into multiple languages, the initiative ensures that all eligible families receive the information they need in a language they understand, promoting inclusive and accessible healthcare enrollment.
Ride United
After Tropical Storm Ida, we designed an SMS survey to screen individuals who lost their vehicles and needed transportation. Staff vetted the surveys and SMS was used to send Lyft and Uber coupon codes to those who qualified.
Care Coordination
The NJ 211 team can provide care coordination for your patients or residents, to close the loop on your referrals, provide reliable outcome data, and improve the health and wellness of those you serve. Our trained call specialists will follow up with your patient about their social care, providing empathetic support while they address their needs, and record outcomes in your system of choice.
Confused about what software to choose for your care coordination project? NJ 211 can cut through the maze of providers and features, and help you find the one that best meets your needs. Our comprehensive directory can power your platform with accurate reliable information about social service programs in New Jersey.
Benefits
- NJ-based organization our employees live and work in NJ, we know NJ
- Nonprofit organization driven by a mission and reinvests in the service
- Ability to provide care coordination after business hours
- Actively engaged in county human service meetings, conferences and events
- Working relationship with many service providers (nonprofits and government agencies) who are listed in our directory
- Human-vetted social service directory with national standards applied
Use Cases
Monmouth County ACTS Navigator System
Monmouth County ACTS Navigator System is utilizing our social care service directory for Monmouth County resources with a new closed loop system. This allows their care coordinators to send direct referrals to agencies, as well as make referrals to programs found in the directory. Care coordinators follow-up with clients to ensure help is received.
