Basking Ridge Patch Readers Have Trouble With NJ Vaccine Hotline

BASKING RIDGE, NJ — New Jersey launched a COVID-19 vaccine call center to help people with basic questions about the state's inoculation process. But the Garden State's new hotline hasn't been so convenient, according to Basking Ridge Patch readers.

New Jersey launched the toll-free vaccination hotline Monday to help people identify whether they're currently eligible for the COVID-19 vaccine, help them pre-register and assist with finding vaccine sites near them. But state officials also wrote a warning:

"Note: Due to high call volumes, callers are experiencing long wait times. Your call will be answered in the order it was received. New Jerseyans seeking help can also use covid19.nj.gov/vaccinehelp."

Patch asked Basking Ridge readers about their experiences with calling the COVID-19 vaccine hotline (1-855-568-0545). Several reported long wait times and no calls back.

"I called yesterday and today and only received recorded messages, no help at all," said Loretta Lane. "Almost as bad as registering with the state, and getting an email to go ahead and book vaccine appointment. Every site provided had nothing available for the foreseeable future."

The hotline is available from 8 a.m. to 8 p.m. every day. But callers have reported staying on the line for several hours.

"I called today. I was put on hold," said David Fogle. "Stayed there for 2.5 hours and then gave up."

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Diane Taylor and her husband are both 75 or older and therefore eligible for the COVID-19 vaccine. She called Wednesday and was 49th in line. After an hour of waiting, she advanced to 41st and elected for the call-back option.

The service confirmed Taylor for a call back, but the call never came.

"So basically it was a waste of time, and I would have been equally served to search for the unavailable appointments online," Taylor said.

Currently, 250 people staff the call center, according to Dawn Thomas, a spokesperson for the New Jersey Department of Health. The state has plans to add more agents "to meet call volumes," Thomas said.

Thomas sent Patch the following statement via email:

"We continue to innovate with our systems and will increase call center capabilities. Individuals who contact the call center with hopes to make an appointment are assisted with pre-registration, and reminded that there is extreme scarcity in supply. As supply increases and more appointments become available in NJVSS, the call center will be able to assist callers in making appointments through NJVSS, but we have limited appointments at this time. We urge everyone to be patient. Other states are having similar vaccine shortage issues. Everyone who wants to get vaccinated, will have the opportunity to be vaccinated."

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