Public Act 104-0138
 
SB2194 EnrolledLRB104 11986 KTG 22080 b

    AN ACT concerning State government.
 
    Be it enacted by the People of the State of Illinois, 
represented in the General Assembly:
 
    Section 5. The 2-1-1 Service Act is amended by changing 
Sections 5, 10, 20, 30, 45, 55, and 60 as follows:
 
    (20 ILCS 1335/5)
    Sec. 5. Findings. The General Assembly finds that the 
implementation of a single, easy to use telephone number, 
2-1-1, for public access to information and referral for 
health and human services and information about access to 
services after a natural or non-natural disaster will benefit 
the residents citizens of this State by providing easier 
access to available health and human services, by reducing 
inefficiencies in connecting people with the desired service 
providers, and by reducing duplication of efforts.
(Source: P.A. 96-599, eff. 1-1-10.)
 
    (20 ILCS 1335/10)
    Sec. 10. Definitions. As used in this Act:
    "2-1-1" means the abbreviated dialing code assigned by the 
Federal Communications Commission on July 21, 2000, for 
consumer access to community information and referral 
services.
    "Department" means the Department of Human Services.
    "Lead entity" means an Illinois 501(c)(3) non-profit 
agency or organization designated by the Department to manage 
use of the 2-1-1 dialing code for the purpose of providing the 
public access to information about health and human services.
    "Approved 2-1-1 service provider" means a public or 
nonprofit agency or other organization designated by the lead 
entity to provide 2-1-1 services and to be an authorized user 
of the 2-1-1 dialing code in a 2-1-1 service area.
    "2-1-1 service area" means an area of Illinois identified 
by the lead entity as an area within which an approved a 
recognized 2-1-1 service provider is authorized to provide 
2-1-1 services.
    "2-1-1 services" means information and referral services 
provided through the use of 2-1-1 and intended to promote and 
provide access to human services, and to aid in disaster 
response and recovery.
    "Recognized 2-1-1 service provider" means an organization 
recognized by the lead entity as an appropriate administrator 
and authorized user of the 2-1-1 dialing code in a 2-1-1 
service area.
    "Human services" means services provided by government, 
nonprofit, or other designated faith-based organizations to 
ensure the health and well-being of Illinois residents. "Human 
services" includes services designed to provide relief or 
assistance after a natural or non-natural disaster. 
    "Pay telephone" means any coin, coinless, or credit card 
reader telephone, provided that the end user pays or arranges 
to pay for exchange and interexchange, intraMSA, and interMSA 
calls from such instrument on an individual call basis.
    "Private branch exchange" or "PBX" means a private 
telephone system and associated equipment located on the 
user's property that provides communications between stations 
and external networks.
    "Telecommunications carrier" has the same meaning ascribed 
to that term in Section 13-202 of the Public Utilities Act. 
(Source: P.A. 96-599, eff. 1-1-10.)
 
    (20 ILCS 1335/20)
    Sec. 20. Designation of lead entity for 2-1-1. 
    (a) Subject to subsection (e) of this Section, the 
Department is authorized to identify, designate, and enter 
into a contract with a lead entity to provide governance and 
oversight, including the ability to design, implement, 
support, and coordinate a State-wide 2-1-1 system.
    (b) Qualifications for designation of the lead entity 
shall include:
        (1) a public or private governance structure with 
    representation from and active collaboration with State 
    health and human service departments, specifically the 
    Department, the Department of Healthcare and Family 
    Services, the Department on Aging, the Department of Human 
    Rights, the Department of Public Health, the Illinois 
    Emergency Management Agency, the Illinois Commerce 
    Commission, and non-governmental entity stakeholders; 
    non-governmental entity stakeholders shall constitute a 
    minimum of two-thirds of the representatives;
        (2) demonstrated expertise or experience, or both, in 
    planning, supporting, and overseeing administration of for 
    a State-wide information and referral system; and
        (3) demonstrated support from community partners, 
    including local 2-1-1 service providers; .
        (4) demonstrated expertise in providing access to 
    health and human services; and
        (5) a demonstrated track record of securing 
    diversified funding sources, and evidence of existing 
    diversified funding sources, in order to support 
    sustainable operation of 2-1-1.
    (c) The lead entity shall encourage the orderly and 
efficient use of 2-1-1 to:
        (1) provide referrals and access to human services; 
    and
        (2) collect needed information about the demand for 
    human services and the delivery of human services in 
    Illinois.
    (d) The lead entity shall establish standards consistent 
with prevailing national standards established for providing 
information about and referrals to human services agencies to 
2-1-1 callers. The standards shall prescribe the technology or 
manner of delivering 2-1-1 calls and shall not exceed any 
requirements for 2-1-1 systems set by the Federal 
Communications Commission. The standards shall be consistent 
with the Americans with Disabilities Act, ensuring 
accessibility for users of Teletypewriters for the Deaf (TTY). 
    (e) (d) The lead entity shall provide periodic 
programmatic and fiscal reports on activities, 
accomplishments, and other issues to the Department, as 
outlined in Section 60.
    (f) (e) In awarding the contract under subsection (a) of 
this Section, the Department shall ensure that the 2-1-1 lead 
entity has the organizational capacity to carry out the terms 
of the contract and that the contract is cost-neutral to the 
Department. 
(Source: P.A. 96-599, eff. 1-1-10.)
 
    (20 ILCS 1335/30)
    Sec. 30. 2-1-1 services. Only a service provider approved 
by the lead entity may provide 2-1-1 telephone services. The 
lead entity shall approve 2-1-1 service providers, after 
considering all of the following, and such approval shall be 
contingent upon 2-1-1 service providers continuing to meet 
minimum qualifications as determined by the lead entity:
        (1) the ability of the proposed 2-1-1 service provider 
    to meet the prevailing national 2-1-1 standards and 
    receive and retain accreditation; recommended by the 
    Alliance of Information and Referral Systems; 
        (2) the financial stability and health of the proposed 
    2-1-1 service provider;
        (3) the community support for the proposed 2-1-1 
    service provider;
        (4) the relationships with other information and 
    referral services; and
        (5) any other criteria as the lead entity deems 
    appropriate. 
    The lead entity may remove an approved 2-1-1 service 
provider for failure to meet minimum qualifications, or for 
failure to perform activities required in this Act or its 
contract with the lead entity. 
(Source: P.A. 96-599, eff. 1-1-10.)
 
    (20 ILCS 1335/45)
    Sec. 45. Liability of 2-1-1 providers or 
telecommunications carriers. An approved A recognized 2-1-1 
service provider or telecommunications carrier and its 
employees, directors, officers, and agents are not liable to 
any person in a civil action for injuries or loss to persons or 
property as a result of an act, omission, or delay of the 
approved recognized 2-1-1 service provider or 
telecommunications carrier, and its employees, directors, 
officers, or agents, in connection with:
        (1) developing, adopting, implementing, maintaining, 
    or operating a 2-1-1 system;
        (2) making 2-1-1 available for use by the public; or
        (3) providing 2-1-1 services;
except for injuries or loss resulting from the willful or 
wanton misconduct of the 2-1-1 service provider or 
telecommunications carrier and its employees, directors, 
officers, or agents. 
(Source: P.A. 96-599, eff. 1-1-10.)
 
    (20 ILCS 1335/55)
    Sec. 55. Use of moneys for projects and activities in 
support of 2-1-1-eligible activities. 
    (a) The lead entity shall study, design, implement, 
support, coordinate, and evaluate a State-wide 2-1-1 system.
    (b) Activities eligible for assistance from the 2-1-1 
Account Fund include, but are not limited to:
        (1) Creating a structure for a State-wide 2-1-1 
    resources database that will meet prevailing national the 
    Alliance for Information and Referral Systems standards 
    for information and referral systems databases and that 
    will be integrated with local resources databases 
    maintained by approved 2-1-1 service providers.
        (2) Developing a State-wide resources database for the 
    2-1-1 system.
        (3) Maintaining public information available from 
    State agencies, departments, and programs that provide 
    health and human services for access by 2-1-1 service 
    providers.
        (4) Providing grants to approved 2-1-1 service 
    providers to design, develop, and implement 2-1-1 for 
    their its 2-1-1 service areas area.
        (5) Providing grants to approved 2-1-1 service 
    providers to enable 2-1-1 service providers to provide and 
    evaluate 2-1-1 service delivery on an ongoing basis.
        (6) Providing grants to approved 2-1-1 service 
    providers to enable the provision of 2-1-1 services on a 
    24-hours per-day, 7-days per-week basis. 
(Source: P.A. 96-599, eff. 1-1-10.)
 
    (20 ILCS 1335/60)
    Sec. 60. Annual reports. The lead entity shall provide an 
initial report to the Department within 6 months after the 
effective date of this amendatory Act of the 104th General 
Assembly. Thereafter, the lead entity shall provide a report 
to the Department on a regular basis as required in its 
contract with the Department, at minimum annually. The report 
shall include, at minimum, information on the following:
        (1) Call volume and interactions. The total number of 
    inquiries, including calls, chats, texts, or web 
    inquiries, along with trends in monthly, quarterly, and 
    annual call volumes, and average response times for 
    handling inquiries.
        (2) Caller demographics. The demographic information 
    of callers, including age, gender, and location, and any 
    other relevant identifiers, highlighting any notable 
    shifts or patterns in demographic data over time.
        (3) Reasons for contact. A breakdown of inquiries by 
    category or type of referral request, including the demand 
    for, and need for, human services.
        (4) Referrals made and service outcomes. The total 
    number of referrals made, specifying the programs or 
    services to which clients were referred.
        (5) Service referral gaps. The total number of 
    requests for services or programs for which referral to an 
    existing service provider is not able to be made, 
    including description of services requested.
        (6) Service providers and coverage rates. The 
    percentage of statewide coverage reached, noting any 
    regions that lack adequate coverage.
        (7) Trends and comparisons. Year-over-year trends of 
    the data outlined in paragraphs (1) through (6).
The lead entity shall provide an annual report to the General 
Assembly and the Department beginning in calendar year 2010.
(Source: P.A. 96-599, eff. 1-1-10.)
 
    Section 10. The Human Services 2-1-1 Collaboration Board 
Act is amended by changing Section 90 as follows:
 
    (20 ILCS 3956/90)
    (For Act repeal see Section 90)
    Sec. 90. Repealer. This Act is repealed on July 1, 2025. 
upon designation by the Secretary of Human Services that a 
lead entity is under contract with the Department of Human 
Services to carry out the provisions of the 2-1-1 Service Act. 
The Secretary shall designate that a lead entity is under 
contract with the Department of Human Services to carry out 
the provisions of the 2-1-1 Service Act by filing a statement 
with the Index Department of the Secretary of State.
(Source: P.A. 96-599, eff. 1-1-10.)
 
    Section 99. Effective date. This Act takes effect upon 
becoming law.