N.Y.C. Admin. Code § 21-218: § 21-218 Non-digital access to forms and services.

a.

Definitions. For purposes of this section, the following terms have the following meanings:

Covered services. The term “covered services” means any information that is made available to the public regarding services offered or administered by the department, including, but not limited to, any application or enrollment information regarding such services.

Digital. The term “digital” means access to information or materials through a website, online portal, or mobile web application.

Non-digital. The term “non-digital” means access to information or materials through means other than digital technology, including printed material and telephonic technology.

b.

Non-digital access to covered services. The department shall ensure that covered services that are made available online or in a digital format are accessible at the same level of functionality through non-digital means, including by phone and in paper format. Access to covered services by phone shall include the ability to initiate and complete applications, receive guidance regarding additional documentation necessary to support an application, learn the status of an application, and request that covered services be sent to a recipient by mail, which shall be sent within 5 business days of such a request, unless the department has reason to believe that the safety of an older adult would be jeopardized by mailing such materials. Access to covered services shall also be made available at older adult centers in paper format.

c.

Accessibility. Non-digital access to covered services required pursuant to subdivision b of this section shall be provided in English and the designated citywide languages as defined in section 23-1101.

(L.L. 2026/116, 7/11/2026, eff. 1/7/2027)