EXPLANATION: CAPITALS INDICATE MAT TER ADDED TO EXISTIN G LAW.
[Brackets] indicate matter deleted from existing law.
Underlining indicates amendments to bill.
Strike out indicates matter stricken from the bill by amendment or deleted from the law by
amendment.
*hb1141*
HOUSE BILL 1141
S1 4lr1486
CF SB 1068
By: Delegate Kerr Delegates Kerr, Pena–Melnyk, Cullison, Alston, Bagnall,
Bhandari, Chisholm, Guzzone, Hill, Hutchinson, S. Johnson, Kaiser, Kipke,
R. Lewis, Lopez, Martinez, Rosenberg, Taveras, White Holland, and Woods
Introduced and read first time: February 7, 2024
Assigned to: Health and Government Operations
Committee Report: Favorable with amendments
House action: Adopted
Read second time: March 22, 2024
CHAPTER ______
AN ACT concerning 1
Human Services – 2–1–1 and 3–1–1 Systems – Nonemergency Information and 2
Referrals 3
Department of Information Technology – Evaluation and Development of a 4
3–1–1 Portal Using Artificial Intelligence 5
FOR the purpose of establishing the Maryland 2–1–1 and 3–1–1 Board to take certain 6
actions relating to the establishment of a statewide 3–1–1 system and county 3–1–1 7
systems and the integration of the 2–1–1 system into a statewide 2–1–1 and 3–1–1 8
system; establishing a statewide 3–1–1 system under the Department of Human 9
Services to provide certain nonemergency information and referrals, subject to 10
certain requirements; requiring a county to be responsible for certain costs and 11
expenses associated with a county 3–1–1 system; stating the intent of the General 12
Assembly that the Department of Information Technology evaluate the feasibility of 13
creating a 3–1–1 portal utilizing artificial intelligence and that the Department 14
prioritize the creation of the portal if feasible; and generally relating to 2–1–1 and 15
3–1–1 systems and nonemergency information and referrals artificial intelligence 16
and the 3–1–1 system. 17
BY transferring 18
Article – Health – General 19
Section 24–1203, 24–1204, and 24–1205 20
Annotated Code of Maryland 21
(2023 Replacement Volume) 22 2 HOUSE BILL 1141
to be 1
Article – Human Services 2
Section 2–603, 2–603.1, and 2–603.2, respectively 3
Annotated Code of Maryland 4
(2019 Replacement Volume and 2023 Supplement) 5
BY repealing 6
Article – Health – General 7
Section 24–1201 and 24–1202 and the subtitle “Subtitle 12. Health and Human 8
Services Referral System” 9
Annotated Code of Maryland 10
(2023 Replacement Volume) 11
BY repealing and reenacting, without amendments, 12
Article – State Finance and Procurement 13
Section 14–301(a) and (l) 14
Annotated Code of Maryland 15
(2021 Replacement Volume and 2023 Supplement) 16
BY repealing and reenacting, without amendments, 17
Article – Public Safety 18
Section 1–301(a), (o), (t), and (u) 19
Annotated Code of Maryland 20
(2022 Replacement Volume and 2023 Supplement) 21
BY adding to 22
Article – Human Services 23
Section 2–601, 2–602, and 2–604 through 2–613 to be under the new subtitle 24
“Subtitle 6. 2–1–1 and 3–1–1 Systems” 25
Annotated Code of Maryland 26
(2019 Replacement Volume and 2023 Supplement) 27
BY repealing and reenacting, with amendments, 28
Article – Human Services 29
Section 2–603, 2–603.1, and 2–603.2 30
Annotated Code of Maryland 31
(2019 Replacement Volume and 2023 Supplement) 32
(As enacted by Section 1 of this Act) 33
SECTION 1. BE IT ENACTED BY THE GENERAL ASSEMBLY OF MARYLAND, 34
That Section(s) 24–1203, 24–1204, and 24–1205 of Article – Health – General of the 35
Annotated Code of Maryland be transferred to be Section(s) 2–603, 2–603.1, and 2–603.2, 36
respectively, of Article – Human Services of the Annotated Code of Maryland. 37
SECTION 2. AND BE IT FURTHER ENACTED, That the Laws of Maryland read 38
as follows: 39
HOUSE BILL 1141 3
Article – Health – General 1
[Subtitle 12. Health and Human Services Referral System.] 2
[24–1201. 3
(a) In this subtitle the following words have the meanings indicated. 4
(b) “Health and Human Services Referral System” means telephone service that 5
automatically connects an individual dialing the digits 2–1–1 to an established information 6
and referral answering point. 7
(c) “2–1–1” means the abbreviated dialing code assigned by the Federal 8
Communications Commission for consumer access to community information and referral 9
services. 10
(d) “2–1–1 Maryland” means the Maryland Information Network, 2 –1–1 11
Maryland, a 501(c)(3) corporation in the State. 12
(e) “2–1–1 Maryland call center” means a nonprofit agency or organization 13
designated by 2–1–1 Maryland to provide 2–1–1 services.] 14
[24–1202. 15
(a) The General Assembly: 16
(1) Recognizes the importance of a statewide information and referral 17
system for health and human services; 18
(2) Recognizes that an integrated telephone system would provide a single 19
source for information and referral to health and human services, community 20
preparedness, and crisis information and could be accessed toll free from anywhere in 21
Maryland, 24 hours a day, 365 days a year; 22
(3) Acknowledges that the three–digit number, 2–1–1, is a nationally 23
recognized and applied telephone number which may be used for information and referral 24
and eliminates delays caused by lack of familiarity with health and human services 25
numbers and by understandable confusion in circumstances of crisis; and 26
(4) Recognizes a demonstrated need for an easy to remember, easy to use 27
telephone number that will enable individuals in need to be directed to available 28
community resources. 29
(b) The purpose of this subtitle is to establish the three–digit number, 2–1–1, as 30
the primary information and referral telephone number for health and human services in 31
the State.] 32
4 HOUSE BILL 1141
Article – State Finance and Procurement 1
14–301. 2
(a) In this subtitle the following words have the meanings indicated. 3
(l) “Socially disadvantaged individual” means an individual who has been 4
subjected to racial or ethnic prejudice or cultural bias within American society because of 5
membership in a group and without regard to individual qualities. Social disadvantage 6
must stem from circumstances beyond the control of the individual. 7
Article – Public Safety 8
1–301. 9
(a) In this subtitle the following words have the meanings indicated. 10
(o) “9–1–1 specialist” means an employee of a county public safety answering 11
point, or an employee working in a county public safety answering point, whose duties and 12
responsibilities include: 13
(1) receiving and processing 9–1–1 requests for emergency services; 14
(2) other support functions directly related to 9–1–1 requests for 15
emergency services; or 16
(3) dispatching law enforcement officers, fire rescue services, emergency 17
medical services, and other public safety services to the scene of an emergency. 18
(t) “Public safety agency” means: 19
(1) a functional division of a public agency that provides fire fighting, 20
police, medical, or other emergency services; or 21
(2) a private entity that provides fire fighting, police, medical, or other 22
emergency services on a voluntary basis. 23
(u) “Public safety answering point” means a communications facility that: 24
(1) is operated on a 24–hour basis; 25
(2) first receives 9–1–1 requests for emergency services in a 9–1–1 service 26
area; and 27
(3) as appropriate: 28
(i) dispatches public safety services directly; 29 HOUSE BILL 1141 5
(ii) transmits incident data to appropriate public safety agencies 1
within the State for the dispatch of public safety services; or 2
(iii) transfers 9–1–1 requests for emergency services or transmits 3
incident data to: 4
1. an appropriate federal emergency communication center 5
responsible for the delivery of public safety services on a federal campus or federal 6
reservation; or 7
2. an appropriate public safety answering point located 8
within or outside the State. 9
Article – Human Services 10
SUBTITLE 6. 2–1–1 AND 3–1–1 SYSTEMS. 11
2–601. 12
(A) IN THIS SUBTITLE THE FOLLOWING W ORDS HAVE THE MEANIN GS 13
INDICATED. 14
(B) “BOARD” MEANS THE MARYLAND 2–1–1 AND 3–1–1 BOARD. 15
(C) (1) “COUNTY 3–1–1 SYSTEM” MEANS A SERVICE THAT : 16
(I) IS ESTABLISHED UNDER § 2–610 OF THIS SUBTITLE AS AN 17
ALTERNATIVE TO THE S TATEWIDE 2–1–1 AND 3–1–1 SYSTEM FOR 3–1–1 CALLS 18
PLACED IN THE COUNTY ; 19
(II) MEETS THE REQUIREMEN TS ESTABLISHED UNDER THIS 20
SUBTITLE; AND 21
(III) AUTOMATICALLY CONNEC TS AN INDIVIDUAL DIA LING THE 22
DIGITS 3–1–1 TO AN ESTABLISHED NO NEMERGENCY ANSWERING POINT. 23
(2) “COUNTY 3–1–1 SYSTEM” INCLUDES: 24
(I) EQUIPMENT FOR : 25
1. CONNECTING AND OUTSW ITCHING 3–1–1 CALLS 26
WITHIN A TELEPHONE C ENTRAL OFFICE ; AND 27
6 HOUSE BILL 1141
2. ANY OTHER TECHNOLOGI CAL ADVANCEMENTS THA T 1
THE BOARD AND THE DEPARTMENT REQUIRE ; 2
(II) TRUNKING FACI LITIES FROM A TELEPH ONE CENTRAL 3
OFFICE TO A NONEMERG ENCY ANSWERING POINT ; 4
(III) EQUIPMENT TO CONNECT 3–1–1 CALLS TO THE 5
APPROPRIATE STATE OR LOCAL AGENCI ES, PROGRAMS, OR DEPARTMENTS ; AND 6
(IV) EQUIPMENT TO CONNECT 3–1–1 CALLS TO THE STATEWI DE 7
2–1–1 AND 3–1–1 SYSTEM, AS APPROPRIATE . 8
(D) “CUSTOMER SERVICE SPEC IALIST” MEANS AN EMPLOYEE OF A 9
NONEMERGENCY ANSWERI NG POINT WHOSE DUTIE S AND RESPONSIBILITI ES 10
INCLUDE: 11
(1) RECEIVING AND PROCES SING 2–1–1 AND 3–1–1 REQUESTS FOR 12
NONEMERGENCY SERVICE S, RESOURCES, REFERRALS, AND INFORMATION ; 13
(2) OTHER SUPPORT FUNCTI ONS DIRECTLY RELATED TO 2–1–1 AND 14
3–1–1 REQUESTS FOR NONEMER GENCY SERVICES , RESOURCES, REFERRALS, AND 15
INFORMATION ; 16
(3) TRANSMITTING QUESTIO NS AND CONCERNS TO A PPROPRIATE 17
STATE OR LOCAL AGENCIES, PROGRAMS, OR DEPARTMENTS ; OR 18
(4) TRANSFERRING REQUEST S FOR EMERGENCY SERV ICES OR 19
TRANSMITTING INCIDEN T DATA TO THE 9–1–1 AND 9–8–8 SERVICES. 20
(E) “KNOWLEDGE MANAGER ” MEANS AN EMPLOYEE OF THE STATEWIDE 21
2–1–1 AND 3–1–1 SYSTEM OR A COUNTY 3–1–1 SYSTEM THAT PROVIDES SUPPORT BY: 22
(1) VERIFYING AND PROCES SING INFORMATION FOR DISTRIBUTION 23
BY THE STATEWIDE 2–1–1 AND 3–1–1 SYSTEM OR A COUNTY 3–1–1 SYSTEM; 24
(2) ESTABLISHING CHANNEL S FOR THE RECEIPT OF INFORMATION : 25
(I) FROM COUNTIES TO THE STATEWIDE 2–1–1 AND 3–1–1 26
SYSTEM OR A COUNTY 3–1–1 SYSTEM; AND 27
(II) FROM THE STATEWIDE 2–1–1 AND 3–1–1 SYSTEM TO 28
COUNTIES; AND 29
HOUSE BILL 1141 7
(3) PROVIDING INFORMATIO N TO BE USED BY THE STATEWIDE 2–1–1 1
AND 3–1–1 SYSTEM OR A COUNTY 3–1–1 SYSTEM. 2
(F) “9–1–1 SPECIALIST” HAS THE MEANING STAT ED IN § 1–301 OF THE 3
PUBLIC SAFETY ARTICLE. 4
(G) “NONEMERGENCY ANSWERIN G POINT” MEANS A COMMUNICATIO NS 5
FACILITY THAT: 6
(1) OPERATES THE STATEWI DE 2–1–1 AND 3–1–1 SYSTEM OR A 7
COUNTY 3–1–1 SYSTEM; 8
(2) FIRST RECEIVES 2–1–1 AND 3–1–1 REQUESTS FOR INFORMA TION 9
ABOUT NONEMERGENCY S ERVICES, RESOURCES, REFERRALS, AND INFORMATION ; 10
AND 11
(3) AS APPROPRIATE : 12
(I) DIRECTLY PROVIDES NO NEMERGENCY INFORMATI ON 13
ABOUT GOVERNMENT AND COMMUNITY SERVICES , RESOURCES, REFERRALS, AND 14
INFORMATION ; 15
(II) TRANSMITS QUESTIONS AND CONCERNS TO BE R ESOLVED 16
BY STATE OR LOCAL AGENCI ES, PROGRAMS, DEPARTMENTS , OR COMMUNITY 17
RESOURCES; OR 18
(III) TRANSFERS REQUESTS F OR EMERGENCY SERVICE S OR 19
TRANSMITS INCIDENT D ATA TO: 20
1. AN APPROPRIATE PUBLI C SAFETY ANSWERING POINT 21
LOCATED WITHIN OR OU TSIDE THE STATE; OR 22
2. AN APPROPRIATE FEDER AL EMERGENCY 23
COMMUNICATION CENTER RESPONSIBLE FOR THE DELIVERY OF PUBLIC S AFETY 24
SERVICES ON A FEDERA L CAMPUS OR FEDERAL RESERVATION . 25
(H) “PUBLIC SAFETY ANSWERI NG POINT” HAS THE MEANING STAT ED IN § 26
1–301 OF THE PUBLIC SAFETY ARTICLE. 27
(I) “SOCIALLY DISADVANTAGE D INDIVIDUAL” HAS THE MEANING STAT ED 28
IN § 14–301 OF THE STATE FINANCE AND PROCUREMENT ARTICLE. 29
(J) (1) “STATEWIDE 2–1–1 AND 3–1–1 SYSTEM” MEANS A TELEPHONE 30
SERVICE THAT: 31 8 HOUSE BILL 1141
(I) MEETS THE REQUIREMEN TS ESTABLISHED UNDER THIS 1
SUBTITLE; AND 2
(II) AUTOMATICALLY CONNEC TS AN INDIVIDUAL DIA LING THE 3
DIGITS 2–1–1 OR 3–1–1 TO AN ESTABLISHED NO NEMERGENCY ANSWERING POINT. 4
(2) “STATEWIDE 2–1–1 AND 3–1–1 SYSTEM” INCLUDES: 5
(I) EQUIPMENT FOR : 6
1. CONNECTING AND OUTSW ITCHING 2–1–1 AND 3–1–1 7
CALLS WITHIN A TELEPHONE C ENTRAL OFFICE ; AND 8
2. ANY OTHER TECHNOLOGI CAL ADVANCEMENTS THA T 9
THE BOARD AND THE DEPARTMENT REQUIRE ; 10
(II) TRUNKING FACILITIES FROM A TELEPHONE CEN TRAL 11
OFFICE TO A NONEMERGENCY ANSWERI NG POINT; AND 12
(III) EQUIPMENT TO CONNECT 2–1–1 AND 3–1–1 CALLS TO THE 13
APPROPRIATE STATE OR LOCAL AGENCI ES, PROGRAMS, OR DEPARTMENTS . 14
(3) “STATEWIDE 2–1–1 AND 3–1–1 SYSTEM” DOES NOT INCLUDE A 15
COUNTY 3–1–1 SYSTEM ESTABLISHED U NDER § 2–610 OF THIS SUBTITLE. 16
(K) “3–1–1” MEANS THE ABBREVIATE D DIALING CODE ASSIG NED BY THE 17
FEDERAL COMMUNICATIONS COMMISSION FOR CONSUM ER ACCESS TO 18
NONEMERGENCY POLICE AND OTHER GOV ERNMENT SERVICES. 19
(L) “2–1–1” MEANS THE ABBREVIATE D DIALING CODE ASSIG NED BY THE 20
FEDERAL COMMUNICATIONS COMMISSION FOR CONSUM ER ACCESS TO COMMUNI TY 21
INFORMATION AND REFE RRAL SERVICES . 22
(M) “2–1–1 MARYLAND” MEANS THE MARYLAND INFORMATION NETWORK, 23
2–1–1 MARYLAND, A 501(C)(3) CORPORATION IN THE STATE. 24
2–602. 25
(A) THE GENERAL ASSEMBLY: 26
(1) RECOGNIZES THE IMPOR TANCE OF A STATEWIDE SYSTEM FOR 27
NONEMERGENCY SERVICE S, RESOURCES, AND INFORMATION TO R EDUCE THE 28 HOUSE BILL 1141 9
NUMBER OF NONEMERGEN CY REQUESTS FOR ASSI STANCE TO THE EMERGENC Y 1
9–1–1 SYSTEM UNDER TITLE 1, SUBTITLE 3 OF THE PUBLIC SAFETY ARTICLE; 2
(2) RECOGNIZES THAT A ST ATEWIDE INTEGRATED T ELEPHONE 3
SYSTEM FOR BOTH 2–1–1 AND 3–1–1 SERVICES, STAFFED BY CUSTOMER SERVICE 4
SPECIALISTS TRAINED IN RESPONDING TO B OTH 2–1–1 AND 3–1–1 REQUESTS, 5
WOULD PROVIDE A SING LE SOURCE FOR NONEME RGENCY INFORMATION A ND 6
REFERRAL TO STATE OR LOCAL AGENCI ES, PROGRAMS, AND DEPARTMENTS ; 7
(3) ACKNOWLEDGES THAT 2–1–1 AND 3–1–1 ARE NATIONALLY 8
RECOGNIZED AND APPLI ED TELEPHONE NUMBERS THAT MAY BE USED FOR 9
INFORMATION AND REFE RRAL AND ELIMINATE D ELAYS CAUSED BY A LA CK OF 10
FAMILIARITY WITH THE CONTACT INFORMATION FOR STATE OR LOCAL AGENCI ES, 11
PROGRAMS, AND DEPARTMENTS AND BY UNDERSTANDABLE CO NFUSION; AND 12
(4) RECOGNIZES A DEMONST RATED NEED FOR AN 13
EASY–TO–REMEMBER , EASY–TO–USE TELEPHONE NUMBER THAT WILL ENABLE 14
INDIVIDUALS IN NEED TO RECEIVE NONEMERGE NCY SERVICES , RESOURCES, 15
REFERRALS, AND INFORMATION . 16
(B) THIS SUBTITLE: 17
(1) ESTABLISHES 3–1–1 AS A STATEWIDE INFORMATION AND 18
REFERRAL TELEPHONE N UMBER FOR NONEMERGEN CY SERVICES, RESOURCES, AND 19
INFORMATION ; AND 20
(2) INTEGRATES 3–1–1 AND THE EXISTING 2–1–1 SYSTEM INTO A 21
UNIFIED STATEWIDE 2–1–1 AND 3–1–1 SYSTEM. 22
2–603. 23
(a) THIS SECTION DOES NOT APPLY TO: 24
(1) A COUNTY 3–1–1 SYSTEM; OR 25
(2) A NONEMERGENCY ANSWE RING POINT USED EXCL USIVELY AS 26
PART OF A COUNTY 3–1–1 SYSTEM. 27
(B) Except as provided in subsection [(c)] (D) of this section, an agency or 28
organization shall be approved by 2–1–1 Maryland as a [2–1–1 Maryland call center] 29
NONEMERGENCY ANSWERI NG POINT in order to provide 2–1–1 AND 3–1–1 services [in 30
the State]. 31
10 HOUSE BILL 1141
[(b)] (C) When approving a [2–1–1 service provider] NONEMERGENCY 1
ANSWERING POINT , 2–1–1 Maryland shall consider: 2
(1) the ability of the proposed [2–1–1 service provider] NONEMERGENCY 3
ANSWERING POINT to meet the national 2–1–1 standards recommended by: 4
(i) the Alliance of Information and Referral Systems and adopted by 5
the National 2–1–1 Collaborative; or 6
(ii) an equivalent entity; 7
(2) the financial stability of the proposed [2–1–1 service provider] 8
NONEMERGENCY ANSWERI NG POINT; 9
(3) any community support for the proposed [2–1–1 service provider] 10
NONEMERGENCY ANSWERI NG POINT; 11
(4) any experience that the proposed [2–1–1 service provider] 12
NONEMERGENCY ANSWERI NG POINT has with other information and referral services; 13
(5) the degree to which the county in which the proposed [call center] 14
NONEMERGENCY ANSWERI NG POINT is to be located has dedicated substantial resources 15
to the establishment of a single telephone source for [non–emergency] NONEMERGENCY 16
inquiries regarding county services; and 17
(6) any other criteria that 2–1–1 Maryland considers appropriate. 18
[(c)] (D) If a unit of the State that provides health and human services 19
establishes a public information telephone line or hotline, the unit shall consult with 20
2–1–1 Maryland about using the STATEWIDE 2–1–1 AND 3–1–1 system to provide public 21
access to information. 22
[2–603.1.] 23
[(a)] (E) The Department shall, in consultation with 2–1–1 Maryland, as 24
appropriate: 25
(1) maintain public information available from State agencies, programs, 26
and departments that provide health and human services; 27
(2) [support projects and activities that further the development of 2–1–1 28
Maryland; 29
HOUSE BILL 1141 11
(3)] examine and make recommendations to maximize the use of 1
information technology in making 2–1–1 AND 3–1–1 services available throughout the 2
State; 3
[(4) evaluate the performance of each 2–1–1 Maryland call center; 4
(5) make recommendations to 2–1–1 Maryland regarding the quality of 5
service provided by call centers or the performance of call centers when issues related to 6
service quality and performance are presented to the Department; 7
(6) make recommendations regarding corrective action to be taken by a call 8
center, as appropriate;] and 9
[(7)] (3) make recommendations to 2 –1–1 Maryland regarding the 10
establishment of an opt–in mental health services phone call program that: 11
(i) requires a [call center] NONEMERGENCY ANSWERI NG POINT 12
to call individuals who have opted in to the mental health services phone call program on 13
a periodic basis, as determined by 2–1–1 Maryland; and 14
(ii) [attempts to connect] CONNECTS individuals to [a provider of 15
mental health services] 9–8–8 if the individual requests to speak to a mental health 16
provider during a call with 2–1–1 Maryland. 17
[(b)] (F) The Governor may include in the annual budget bill an appropriation 18
to the Department in an amount sufficient to carry out subsection [(a)(7)] (E)(3) of this 19
section. 20
[(c) On or before December 31, 2005, and every year thereafter, the Department, 21
in consultation with 2–1–1 Maryland, shall report to the Governor and, subject to § 2–1257 22
of the State Government Article, to the General Assembly on the activities performed under 23
subsection (a) of this section.] 24
[2–603.2.] 25
(G) Funding for the Department’s implementation of this subtitle is subject to: 26
(1) the availability of appropriated funds; and 27
(2) audit by the Office of Legislative Audits under § 2–1220 of the State 28
Government Article. 29
2–604. 30
(A) THERE IS A MARYLAND 2–1–1 AND 3–1–1 BOARD IN THE DEPARTMENT . 31
12 HOUSE BILL 1141
(B) (1) THE BOARD CONSISTS OF THE FOLLOWING MEMBERS : 1
(I) THE SECRETARY, OR THE SECRETARY’S DESIGNEE; 2
(II) THE SECRETARY OF INFORMATION TECHNOLOGY , OR THE 3
SECRETARY’S DESIGNEE; 4
(III) THE SECRETARY OF AGING, OR THE SECRETARY’S 5
DESIGNEE; 6
(IV) THE SECRETARY OF DISABILITIES, OR THE SECRETARY’S 7
DESIGNEE; 8
(V) THE SECRETARY OF HEALTH, OR THE SECRETARY’S 9
DESIGNEE; 10
(VI) THE SECRETARY OF BUDGET AND MANAGEMENT , OR THE 11
SECRETARY’S DESIGNEE; 12
(VII) THE SECRETARY OF GENERAL SERVICES, OR THE 13
SECRETARY’S DESIGNEE; 14
(VIII) THE SECRETARY OF EMERGENCY MANAGEMENT , OR THE 15
SECRETARY’S DESIGNEE; 16
(IX) THE DIRECTOR OF COMMUNICATIONS FROM T HE OFFICE 17
OF THE GOVERNOR, OR THE DIRECTOR’S DESIGNEE; 18
(X) TWO MEMBERS OF THE G ENERAL PUBLIC , JOINTLY 19
APPOINTED BY THE SPEAKER OF THE HOUSE AND THE PRESIDENT OF THE SENATE; 20
(XI) TWO REPRESENTATIVES FROM THE MARYLAND 21
ASSOCIATION OF COUNTIES, APPOINTED BY THE EXECUTIVE DIRECTOR OF THE 22
MARYLAND ASSOCIATION OF COUNTIES; 23
(XII) ONE REPRESENTATIVE O F A 501(C)(3) NONPROFIT 24
ORGANIZATION , APPOINTED BY MARYLAND NONPROFITS; 25
(XIII) ONE REPRESENTATIVE F ROM THE MARYLAND MUNICIPAL 26
LEAGUE, APPOINTED BY THE EXECUTIVE DIRECTOR OF THE MARYLAND 27
MUNICIPAL LEAGUE; 28
(XIV) THE CHIEF EXECUTIVE OFFICER OF 2–1–1 MARYLAND, OR 29
THE CHIEF EXECUTIVE OFFICER’S DESIGNEE; AND 30 HOUSE BILL 1141 13
(XV) THE FOLLOWING MEMBERS APPOINTED BY THE GOVERNOR: 1
1. ONE REPRESENTATIVE F ROM THE 2
TELECOMMUNICATIONS I NDUSTRY; 3
2. ONE REPRESENTATIVE F ROM THE CYBERSECURIT Y 4
INDUSTRY, PARTICULARLY IN THE FIELD OF COMMUNICATI ON NETWORKS ; 5
3. ONE REPRESENTATIVE F ROM A PUBLIC SAFETY 6
ANSWERING POINT THAT IS LOCATED IN AN URB AN AREA OF THE STATE; AND 7
4. ONE REPRESENTATIVE F ROM A PUBLIC SAFETY 8
ANSWERING POINT THAT IS LOCATED IN A RURA L AREA OF THE STATE. 9
(2) (I) ONE OF THE REPRESENTA TIVES APPOINTED UNDE R 10
PARAGRAP H (1)(XV)3 OR 4 OF THIS SUBSECTION S HALL BE A RESIDENT O F A COUNTY 11
THAT RECEIVED 3–1–1 SERVICES ON OR BEFOR E JULY 1, 2024. 12
(II) ONE OF THE REPRESENTA TIVES APPOINTED UNDE R 13
PARAGRAPH (1)(XI) OF THIS SUBSECTION S HALL REPRESENT A COU NTY THAT 14
RECEIVED 3–1–1 SERVICES ON OR BEFOR E JULY 1, 2024. 15
(C) (1) THE TERM OF A MEMBER IS 4 YEARS. 16
(2) THE TERMS OF THE MEMB ERS ARE STAGGERED AS REQUIRED BY 17
THE TERMS PROVIDED F OR MEMBERS OF THE BOARD ON JULY 1, 2024. 18
(3) AT THE END OF A TERM , A MEMBER CONTINUES TO SERVE U NTIL 19
A SUCCESSOR IS APPOI NTED AND QUALIFIES . 20
(4) IF A VACANCY OCCURS A FTER A TERM HAS BEGU N, THE VACANCY 21
PROMPTLY SHALL BE FI LLED FOR THE UNEXPIR ED TERM IN THE SAME MANNER AS 22
IS REQUIRED FOR APPO INTMENT UNDER SUBSEC TION (B) OF THIS SECTION. 23
(D) (1) SUBJECT TO PARAGRAPH (2) OF THIS SUBSECTION , THE BOARD 24
SHALL PROMPTLY MEET TO ELECT A CHAIR AND A VICE CHAIR FROM AM ONG ITS 25
MEMBERS BY MAJORITY VOTE. 26
(2) IF THE CHAIR OR VICE CHAIR IS A MEMBER AP POINTED UNDER 27
SUBSECTION (B)(1)(I) THROUGH (VIII) OF THIS SECTION , ANOTHER MEMBER 28
APPOINTED UNDER SUBS ECTION (B)(1)(I) THROUGH (VIII) OF THIS SECTION MAY 29
NOT SERVE AS CHAIR O R VICE CHAIR DURING THE SAME TERM . 30
14 HOUSE BILL 1141
(E) (1) THE BOARD SHALL MEET AS N ECESSARY, BUT AT LEAST ONCE 1
EACH QUARTER . 2
(2) A MAJORITY OF THE BOARD IS A QUORUM . 3
(3) THE BOARD SHALL MAKE PUBL ICLY AVAILABLE ON IT S WEBSITE: 4
(I) EACH OPEN MEETING AG ENDA: 5
1. AT LEAST 48 HOURS IN ADVANCE OF EACH MEETING ; 6
OR 7
2. IF THE MEETING IS BE ING HELD DUE TO AN 8
EMERGENCY , A NATURAL DISASTER, OR ANY OTHER UNANTIC IPATED SITUATION , AS 9
FAR IN ADVANCE OF TH E MEETING AS PRACTIC ABLE; 10
(II) MEETING MINUTES FROM THE PORTIONS OF A ME ETING 11
HELD IN OPEN SESSION , NOT MORE THAN 2 BUSINESS DAYS AFTER THE MINUTES 12
ARE APPROVED ; AND 13
(III) LIVE VIDEO STREAMING OF E ACH PORTION OF A MEE TING 14
HELD IN OPEN SESSION . 15
(4) (I) THE BOARD SHALL APPROVE T HE MINUTES FROM AN O PEN 16
MEETING IN A TIMELY MANNER. 17
(II) EACH OPEN MEETING AGE NDA SHALL INCLUDE 18
CONSIDERATION OF THE MINUTES FROM THE MOS T RECENT OP EN MEETING. 19
(5) THE BOARD SHALL MAINTAIN ON ITS WEBSITE: 20
(I) MEETING MINUTES MADE AVAILABLE UNDER PARA GRAPH 21
(3) OF THIS SUBSECTION F OR A MINIMUM OF 5 YEARS AFTER THE DATE OF THE 22
MEETING; AND 23
(II) A COMPLETE AND UNEDI TED ARCHIVED VIDEO R ECORDING 24
OF EACH OPEN MEETING FOR WHICH LIVE VIDEO STREAMING WAS MADE A VAILABLE 25
UNDER PARAGRAPH (3) OF THIS SUBSECTION F OR A MINIMUM OF 1 YEAR AFTER THE 26
DATE OF THE MEETING . 27
(F) A MEMBER OF THE BOARD: 28
(1) MAY NOT RECEIVE COMP ENSATION AS A MEMBER OF THE BOARD; 29
BUT 30 HOUSE BILL 1141 15
(2) IS ENTITLED TO REIMB URSEMENT FOR EXPENSE S UNDER THE 1
STANDARD STATE TRAVEL REGULATIONS, AS PROVIDED IN THE STATE BUDGET . 2
(G) THE DEPARTMENT SHALL PROV IDE STAFF TO THE BOARD, INCLUDING 3
A COORDINATOR WHO IS RESPONSIBLE FOR THE DAILY OPERATION OF THE OFFICE 4
OF THE BOARD. 5
2–605. 6
(A) THE BOARD SHALL COORDINAT E THE ESTABLISHMENT , 7
ENHANCEMENT , AND INTEROPERABILITY OF THE STATEWIDE 2–1–1 AND 3–1–1 8
SYSTEM AND COUNTY 3–1–1 SYSTEMS WITH THE DEPARTMENT . 9
(B) THE BOARD’S RESPONSIBILITIES I NCLUDE: 10
(1) ESTABLISHING REQUIRE MENTS, PROCEDURES , AND STANDARDS 11
FOR: 12
(I) THE STATEWIDE 2–1–1 AND 3–1–1 SYSTEM; AND 13
(II) ANY EXISTING COUNTY 3–1–1 SYSTEMS; 14
(2) ESTABLISHING PROCEDU RES TO REVIEW THE ST ATEWIDE 2–1–1 15
AND 3–1–1 SYSTEM AND COUNTY 3–1–1 SYSTEMS; 16
(3) TRANSMITTING THE REQ UIREMENTS AND PROCED URES 17
ESTABLISHED UNDER TH IS SECTION, AND ANY AMENDMENTS , TO EACH COUNTY 18
3–1–1 SYSTEM; 19
(4) TRANSFERRING ANY NEC ESSARY COMPONENTS OF A COUNTY 20
3–1–1 SYSTEM TO THE STATEW IDE 2–1–1 AND 3–1–1 SYSTEM IF THE GOVE RNING 21
BODY OF A COUNTY ELE CTS TO RECEIVE STATE WIDE 3–1–1 SERVICES; 22
(5) SUBMITTING TO THE SECRETARY EACH YEAR A SCHEDULE FOR 23
IMPLEMENTING THIS SU BTITLE AND AN ESTIMA TE OF FUNDING REQUIR EMENTS 24
FOR THE STATEWIDE 2–1–1 AND 3–1–1 SYSTEM; 25
(6) ESTABLISHING , WITH INPUT FROM COUN TY 3–1–1 SYSTEMS, 26
GUIDELINES TO MAKE N ECESSARY IMPROVEMENT S TO THE STATEWIDE 2–1–1 AND 27
3–1–1 SYSTEM AND COUNTY 3–1–1 SYSTEMS; 28
16 HOUSE BILL 1141
(7) PROVIDING FOR THE AU DIT OF STATE AND COUNTY 1
EXPENDITURES FOR THE OPERATION AND MAINTE NANCE OF THE STAT EWIDE 2–1–1 2
AND 3–1–1 SYSTEM AND COUNTY 3–1–1 SYSTEMS; 3
(8) INSPECTING NONEMERGE NCY ANSWERING POINTS ; 4
(9) ADOPTING PROCEDURES AND SAFEGUARDS TO EN SURE THAT 5
SENSITIVE INFORMATIO N SUBMITTED BY AN IN DIVIDUAL DIALING THE DIGITS 6
2–1–1 OR 3–1–1 TO A NONEME RGENCY ANSWERING POI NT IS MAINTAINED 7
CONFIDENTIALLY ; 8
(10) ESTABLISHING MINIMUM STANDARDS FOR RECORD S RETENTION 9
FOR 2–1–1 AND 3–1–1 AUDIO, PICTURES, VIDEO, TEXT MESSAGES , AND DATA IN THE 10
STATEWIDE 2–1–1 AND 3–1–1 SYSTEM AND COUNTY 3–1–1 SYSTEMS; 11
(11) ESTABLISHING TRAININ G STANDARDS FOR PERS ONNEL AT 12
NONEMERGENCY ANSWERI NG POINTS, INCLUDING KNOWLEDGE MANAGERS AND 13
CUSTOMER SERVICE SPE CIALISTS, THAT MEET OR EXCEED NATIONAL BEST 14
PRACTICES; 15
(12) ESTABLISHING MINIMUM STANDARDS FOR CYBERS ECURITY AND 16
CYBERSECURITY TRAINI NG FOR THE STATEWIDE 2–1–1 AND 3–1–1 SYSTEM AND 17
COUNTY 3–1–1 SYSTEMS, IN CONSULTATION WITH THE DEPARTMENT OF 18
INFORMATION TECHNOLOGY ; 19
(13) ESTABLISHING MINIMUM PERFORMANCE STANDARD S FOR 20
OVERSIGHT AND ACCOUN TABILITY FOR THE STA TEWIDE 2–1–1 AND 3–1–1 SYSTEM 21
AND COUNTY 3–1–1 SYSTEMS; AND 22
(14) SUPPORTING CUSTOMER SERVICE SPECIALIST R ECRUITMENT 23
ACTIVITIES CONSISTIN G OF: 24
(I) A DATABASE THAT OFFE RS INFORMATION ON 25
RECRUITMENT GUIDANCE , BEST PRACTICES , AND STRATEGIES ; 26
(II) RECRUITM ENT PROJECTS , INCLUDING RECRUITMEN T 27
PROJECTS DESIGNED TO REACH SOCIALLY DISAD VANTAGED INDIVIDUALS ; AND 28
(III) A WEBSITE THAT CONTA INS LINKS TO JOB OPP ORTUNITIES 29
THROUGHOUT THE STATE FOR CUSTOMER SE RVICE SPECIALISTS . 30
(C) THE REQUIREMENTS ESTA BLISHED BY THE BOARD UNDER SUBSECTIO N 31
(B) OF THIS SECTION SHAL L BE BASED ON AVAILA BLE TECHNOLOGY AND 32
EQUIPMENT. 33 HOUSE BILL 1141 17
(D) THE STANDARDS ESTABLI SHED BY THE BOARD UNDER SUBSECTIO N 1
(B)(10) OF THIS SECTION SHAL L INCLUDE PROCEDURES FOR: 2
(1) THE SECURITY OF RECO RDS; 3
(2) THE ESTABLISHMENT AN D REVISION OF RECORD RETENTION AND 4
DISPOSAL SCHEDULES T O ENSURE THE PROMPT AND ORDERLY DISPOSIT ION OF 5
RECORDS, INCLUDING ELECTRONIC RECORDS, THAT ARE NO LONGER N EEDED FOR 6
OPERATION; AND 7
(3) THE MAINTENANCE OF I NVENTORIES OF RECORD S SERIES THAT 8
ARE ACCURATE AND COM PLETE. 9
(E) (1) THE STANDARDS ESTABLI SHED BY THE BOARD UNDER 10
SUBSECTION (B)(11) OF THIS SECTION SHAL L INCLUDE ONBOARDING STANDARDS 11
FOR NEWLY HIRED CUST OMER SERVICE SPECIAL ISTS AND MINIMUM CON TINUING 12
EDUCATION REQUIREMEN TS FOR CUSTOMER SERVICE SPECIALISTS. 13
(2) (I) AT LEAST ONCE EACH YE AR, THE BOARD SHALL PROVIDE 14
FOR AN AUDIT OF EACH NONEMERGENCY ANSWERI NG POINT IN ORDER TO ENSURE 15
THAT CUSTOMER SERVIC E SPECIALISTS AND OT HER PERSONNEL HAVE S ATISFIED 16
THE TRAINING REQUIRE MENTS ESTABLISHED IN ACCOR DANCE WITH SUBSECTIO N 17
(B)(11) OF THIS SECTION. 18
(II) THE AUDIT DESCRIBED U NDER SUBPARAGRAPH (I) OF THIS 19
PARAGRAPH MAY BE CON DUCTED CONCURRENTLY WITH AN INSPECTION O F THE 20
NONEMERGENCY ANSWERI NG POINT IN ACCORDAN CE WITH SUBSECTION (B)(8) OF 21
THIS SECTION. 22
(F) THE BOARD SHALL ESTABLISH STANDARDS GOVERNING THE 23
PROCESSING OF 2–1–1 AND 3–1–1 REQUESTS FOR ASSISTA NCE THAT: 24
(1) MINIMIZE THE TRANSFE R OF THOSE REQUESTS FROM THE 25
NONEMERGENCY ANSWERI NG POINT THAT RECEIV ED THE REQUEST TO OT HER 26
STATE OR LOCAL AGENCI ES, PROGRAMS, OR DEPARTMENTS WITHI N OR OUTSIDE 27
THE STATE, WHEN PRACTICABLE ; AND 28
(2) FOLLOW BEST PRACTICE S FOR TRANSFERRING R EQUESTS TO 29
ENSURE THE OPTIMAL R ESPONSE. 30
2–606. 31
(A) ON OR BEFORE JULY 1, 2025, THE BOARD SHALL: 32 18 HOUSE BILL 1141
(1) ESTABLISH A WEBSITE THAT PROVIDES INFORM ATION ABOUT THE 1
STATEWIDE 2–1–1 AND 3–1–1 SYSTEM AND COUNTY 3–1–1 SYSTEMS AND A PORTAL 2
FOR SUBMITTING QUEST IONS ABOUT THE STATE WIDE 2–1–1 AND 3–1–1 SYSTEM AND 3
COUNTY 3–1–1 SYSTEMS; 4
(2) DESIGNATE A COUNTY L IAISON TO COORDINATE WITH AL L 5
COUNTIES TO ENSURE T HE STATEWIDE 2–1–1 AND 3–1–1 SYSTEM IS OPERATING 6
EFFECTIVELY; 7
(3) INSTITUTE PROPER HIR ING AND TRAINING STA NDARDS FOR 8
CUSTOMER SERVICE SPE CIALISTS AND KNOWLED GE MANAGERS IN THE S TATEWIDE 9
2–1–1 AND 3–1–1 SYSTEM; AND 10
(4) COMMUNICATE WITH THE STATE’S REPRESENTATIVES IN THE 11
U.S. CONGRESS TO REQUEST F EDERAL FUNDING TO SU PPORT THE STATEWIDE 12
2–1–1 AND 3–1–1 SYSTEM. 13
(B) ON OR BEFORE JULY 1, 2026, THE BOARD SHALL: 14
(1) OBTAIN THE TECHNOLOG Y INFRASTRUCTURE NEC ESSARY TO 15
SUPPORT THE STATEWID E 2–1–1 AND 3–1–1 SYSTEM; 16
(2) ESTABLISH: 17
(I) THE DIGITS 2–1–1 AND 3–1–1 AS THE PRIMARY TELEP HONE 18
NUMBERS THAT CAN BE DIALED BY AN INDIVID UAL TO ACCESS THE ST ATEWIDE 19
2–1–1 AND 3–1–1 SYSTEM IN A COUNTY T HAT HAS OPTED TO JOI N THE STATEWIDE 20
2–1–1 AND 3–1–1 SYSTEM; AND 21
(II) THE DIGITS 3–1–1 AS THE PRIMARY TELEP HONE NUMBER 22
THAT CAN BE DIALED B Y AN INDIVIDUAL TO A CCESS A COUNTY 3–1–1 SYSTEM IN A 23
COUNTY THAT HAS ESTA BLISHED A COUNTY 3–1–1 SYSTEM; 24
(3) DEVELOP OPERATING PROCEDURES FOR THE S TATEWIDE 2–1–1 25
AND 3–1–1 SYSTEM TO COORDINATE CALLS AMONG THE 9–1–1 AND 9–8–8 26
ABBREVIATED DIALING CODES; 27
(4) DEVELOP WRITTEN AGRE EMENTS TO ENSURE A C LEAR 28
UNDERSTANDING OF WHI CH SPECIFIC REQUESTS FOR NONEMERGENCY 29
INFORMATION WILL BE REFERRED TO EACH ENTI TY; 30
(5) IN CONSULTATION WITH THE MARYLAND CYBERSECURITY 31
COUNCIL ESTABLISHED U NDER § 9–2901 OF THE STATE GOVERNMENT ARTICLE, 32 HOUSE BILL 1141 19
ESTABLISH AND MAINTA IN CYBERSECURITY STA NDARDS FOR THE STATE WIDE 1
2–1–1 AND 3–1–1 SYSTEM THAT MEET OR EXCEED NATIONAL INDUSTRY BE ST 2
PRACTICES; 3
(6) ESTABLISH A SYSTEM F OR GATHERING AND MAI NTAINING 4
CURRENT INFORMATION TO BE PROVIDED TO TH E PUBLIC BY THE STAT EWIDE 5
2–1–1 AND 3–1–1 SYSTEM; AND 6
(7) DEVELOP A STATEWIDE MARKETING CAMPAIGN T O EDUCATE THE 7
PUBLIC ABOUT: 8
(I) THE STATEWIDE 2–1–1 AND 3–1–1 SYSTEM; AND 9
(II) THE DIFFERENCES AMON G THE 2–1–1, 3–1–1, 9–1–1, AND 10
9–8–8 ABBREVIATED DIALING CODES. 11
(C) ON OR BEFORE JULY 1, 2027, THE BOARD SHALL BEGIN CON DUCTING 12
THE MARKETING CAMPAI GN DEVELOPED UNDER SUBSECTION (B)(7) OF THIS 13
SECTION. 14
2–607. 15
(A) (1) THERE IS A STATEWIDE 2–1–1 AND 3–1–1 SYSTEM UNDER THE 16
DEPARTMENT . 17
(2) ON OR BEFORE JULY 1, 2027, THE STATEWIDE 2–1–1 AND 3–1–1 18
SYSTEM SHALL BE FULL Y OPERATIONAL . 19
(B) THE STATEWIDE 2–1–1 AND 3–1–1 SYSTEM SHALL COMPLY WI TH ALL 20
APPLICABLE REQUIREME NTS, STANDARDS, AND PROCEDURES ESTAB LISHED BY THE 21
BOARD UNDER § 2–605 OF THIS SUBTITLE. 22
(C) THE DEPARTMENT SHALL PROV IDE ALL TECHNOLOGY , EQUIPMENT, 23
AND FACILITIES FOR T HE STATEWIDE 2–1–1 AND 3–1–1 SYSTEM. 24
(D) THE DEPARTMENT OF INFORMATION TECHNOLOGY SHALL PROV IDE 25
TECHNICAL ASSISTANCE TO THE DEPARTMENT TO AID IN COMPLIANCE WITH THIS 26
SUBTITLE. 27
(E) THE BOARD AND THE DEPARTMENT SHALL COOR DINATE WITH ALL 28
COUNTIES TO EFFECTIV ELY CARRY OUT THE DU TIES OF THIS SUBTITLE. 29
20 HOUSE BILL 1141
(F) A NONEMERGENCY ANSWERI NG POINT MAY BE LOCA TED AT A PUBLIC 1
SAFETY ANSWERING POI NT UNDER TITLE 1, SUBTITLE 3 OF THE PUBLIC SAFETY 2
ARTICLE. 3
2–608. 4
(A) THE DEPARTMENT IS RESPONS IBLE FOR ALL COSTS A ND EXPENSES 5
ASSOCIATED WITH ESTA BLISHING, MAINTAINING, AND OPERATING THE ST ATEWIDE 6
2–1–1 AND 3–1–1 SYSTEM. 7
(B) THE SECRETARY MAY APPLY F OR, RECEIVE, AND SPEND STATE AND 8
FEDERAL FUNDS AND AN Y OUTSIDE FUNDS TO C ARRY OUT THE POWERS AND DUTIES 9
OF THIS SUBTITLE. 10
(C) THE DEPARTMENT IS RESPONS IBLE FOR ANY FEES ASSOCIATED WITH 11
AN INDIVIDUAL DIALIN G THE DIGITS 2–1–1 OR 3–1–1 TO AN ESTABLISHED 12
NONEMERGENCY ANSWERI NG POINT. 13
2–609. 14
(A) ON OR BEFORE JULY 1, 2025, THE GOVERNING BODY O F EACH COUNTY 15
SHALL: 16
(1) ENTER INTO AN AGREEM ENT WITH THE DEPARTMENT TO JOIN 17
THE STATEWIDE 2–1–1 AND 3–1–1 SYSTEM UNDER § 2–607 OF THIS SUBTITLE; OR 18
(2) NOTIFY THE DEPARTMENT THAT THE C OUNTY WILL BE 19
ESTABLISHING AND ADM INISTERING A COUNTY 3–1–1 SYSTEM, OR CONTINUING TO 20
ADMINISTER AN EXISTI NG COUNTY 3–1–1 SYSTEM, IN ACCORDAN CE WITH § 2–610 OF 21
THIS SUBTITLE. 22
(B) A COUNTY THAT ELECTS T O ESTABLISH AND ADMI NISTER A COUNTY 23
3–1–1 SYSTEM UNDER SUBSECT ION (A)(2) OF THIS SECTION AS A N ALTERNATIVE TO 24
THE STATEWIDE 2–1–1 AND 3–1–1 SYSTEM SHALL HAVE TH E COUNTY 3–1–1 SYSTEM 25
FULLY OPERA TIONAL ON OR BEFORE JULY 1, 2027. 26
2–610. 27
(A) SUBJECT TO § 2–609 OF THIS SUBTITLE , THE GOVERNING BODY O F A 28
COUNTY MAY ESTABLISH A COUNTY 3–1–1 SYSTEM. 29
(B) (1) A COUNTY 3–1–1 SYSTEM SHALL COMPLY WITH ALL APPLICABLE 30
REQUIREMENTS , STANDARDS, AND PROCEDURES ESTABLISH ED BY THE BOARD 31
UNDER § 2–605 OF THIS SUBTITLE. 32 HOUSE BILL 1141 21
(2) IF A COUNTY 3–1–1 SYSTEM VIOLATES PARA GRAPH (1) OF THIS 1
SUBSECTION, THE DEPARTMENT MAY : 2
(I) ISSUE A WARNING ; AND 3
(II) IF AFTER A WARNING H AS BEEN ISSUED AND T HE SAME 4
VIOLATION OCCURS OR THE IDENTIFIED VIOLA TION HAS NOT BEEN CO RRECTED IN 5
A TIMELY MANNER , ASSUME CONTROL OF TH E COUNTY 3–1–1 SYSTEM AND 6
INTEGRATE THE COUNTY 3–1–1 SYSTEM INTO THE STAT EWIDE 2–1–1 AND 3–1–1 7
SYSTEM. 8
(C) A COUNTY THAT ESTABLIS HES AND ADMINISTE RS A FULLY 9
OPERATIONAL COUNTY 3–1–1 SYSTEM IN ACCORDANCE WITH SUBSECTION (B) OF 10
THIS SECTION IS RESP ONSIBLE FOR: 11
(1) THE PROPER TRAINING AND HIRING OF CUSTOM ER SERVICE 12
SPECIALISTS AND STAF F FOR THE COUNTY 3–1–1 SYSTEM; 13
(2) PROVIDING THE PROPER TECHNOLOGY, EQUIPMENT, AND 14
FACILITIES FOR THE C OUNTY 3–1–1 SYSTEM; AND 15
(3) ALL COSTS AND EXPENS ES ASSOCIATED WITH E STABLISHING, 16
MAINTAINING, AND OPERATING A COUN TY 3–1–1 SYSTEM. 17
(D) (1) A COUNTY SHALL ESTABLI SH A KNOWLEDGE MANAG ER POSITION 18
TO PROVIDE SUPPORT FOR THE COUN TY 3–1–1 SYSTEM. 19
(2) A KNOWLEDGE MANAGER FO R A COUNTY 3–1–1 SYSTEM SHALL 20
COMPLY WITH APPLICAB LE REQUIREMENTS , PROCEDURES , AND STANDARDS 21
ESTABLISHED BY THE BOARD. 22
(E) THIS SECTION DOES NOT PRECLUDE A COUNTY FR OM ESTABLISHING 23
MORE STRINGENT REQUIREMENTS FOR A COUNTY 3–1–1 SYSTEM THAN THOSE 24
ESTABLISHED BY THE BOARD UNDER § 2–605 OF THIS SUBTITLE. 25
(F) (1) THE GOVERNING BODY OF A COUNTY MAY ELECT T O JOIN THE 26
STATEWIDE 2–1–1 AND 3–1–1 SYSTEM AT ANY TIME . 27
(2) A GOVERNING BODY OF A COUNTY THAT ELECTS TO J OIN THE 28
STATEWIDE 2–1–1 AND 3–1–1 SYSTEM SHALL DISCONT INUE THE COUNTY 3–1–1 29
SYSTEM. 30
22 HOUSE BILL 1141
(G) (1) SUBJECT TO PARAGRAPH (2) OF THIS SUBSECTION , THE BOARD 1
MAY REMOVE A COUNTY FROM THE STATEWIDE 2–1–1 AND 3–1–1 SYSTEM IF THE 2
GOVERNING BODY OF A COUNTY REQUESTS TO LEAVE. 3
(2) THE BOARD SHALL REQUIRE A N AFFIRMATIVE VOTE O F 4
TWO–THIRDS OF ALL MEMBER S TO REMOVE A COUNTY FROM THE STATEWIDE 2–1–1 5
AND 3–1–1 SYSTEM. 6
(3) IF A COUNTY IS REMOVE D FROM THE STATEWIDE 2–1–1 AND 7
3–1–1 SYSTEM, THE GOVERNING BODY OF TH E COUNTY SHALL ESTAB LISH A COUNTY 8
3–1–1 SYSTEM. 9
(4) A COUNTY REMOVED FROM THE STATEWIDE 2–1–1 AND 10
3–1–1 SYSTEM UNDER THIS SU BSECTION SHALL CONTI NUE TO PROVIDE 2–1–1 11
SERVICE THROUGH THE STATEWIDE 2–1–1 AND 3–1–1 SYSTEM. 12
2–611. 13
(A) THE STATEWIDE 2–1–1 AND 3–1–1 SYSTEM AND COUNTY 3–1–1 SYSTEMS 14
SHALL UTILIZE STANDA RDS–BASED PROTOCOLS FOR : 15
(1) THE PROCESSING OF 3–1–1 REQUESTS FOR NONEMER GENCY 16
SERVICES, RESOURCES, REFERRALS, AND INFORMATION ; AND 17
(2) IMMEDIATELY TRANSFER RING EMERG ENCY REQUESTS FOR 18
ASSISTANCE TO A PUBL IC SAFETY ANSWERING POINT UNDER TITLE 1, SUBTITLE 3 19
OF THE PUBLIC SAFETY ARTICLE. 20
(B) THE DEPARTMENT SHALL ENSU RE THAT CUSTOMER SER VICE 21
SPECIALISTS HAVE PRO PER TRAINING RELATED TO 3–1–1 REQUESTS FOR 22
ASSISTANCE THAT T HE CUSTOMER SERVICE SPECIALIST IS RESPON SIBLE FOR 23
RECEIVING AND PROCES SING. 24
(C) THE DEPARTMENT MAY ESTABL ISH A TELECOMMUNICAT OR RESPONSE 25
TEAM TO RESPOND TO , RELIEVE, ASSIST, OR AUGMENT A NONEMER GENCY 26
ANSWERING POINT WHEN A NONEMERGENCY ANSWE RING POINT IS AFFECTED BY 27
NATURAL OR HUMAN –MADE DISASTERS . 28
(D) THE DEPARTMENT SHALL PROV IDE OPPORTUNITIES FO R: 29
(1) CUSTOMER SERVICE SPE CIALISTS TO RECEIVE TRAINING AND 30
EXPERIENCE TO BECOME 9–1–1 SPECIALISTS; AND 31
HOUSE BILL 1141 23
(2) 9–1–1 SPECIALISTS WITH EXT ENSIVE EXPERIENCE T O PROVIDE 1
TRAINING AND MENTORI NG TO 3–1–1 SPECIALISTS. 2
2–612. 3
(A) SERVICES AVAILABLE TH ROUGH THE STATEWIDE 2–1–1 AND 3–1–1 4
SYSTEM AND COUNTY 3–1–1 SYSTEMS SHALL INCLUD E: 5
(1) INFORMATION ABOUT NO NEMERGENCY SERVICES , RESOURCES, 6
AND INFORMATION ; 7
(2) IMMEDIATE TRANSFERRI NG OF EMERGENCY CALL S TO A PUBLIC 8
SAFETY ANSWERING POI NT UNDER TITLE 1, SUBTITLE 3 OF THE PUBLIC SAFETY 9
ARTICLE; 10
(3) INFORMATION ABOUT PU BLIC HEALTH EMERGENC IES; 11
(4) INFORMATION ABOUT AN IMAL CONTROL SERVICE S; 12
(5) INFORMATION ABOUT TRASH AND RECY CLING SERVICES ; 13
(6) (I) FOR THE STATEWIDE 2–1–1 AND 3–1–1 SYSTEM, 14
INFORMATION AND REFE RRALS FOR HEALTH AND HUMAN SERVICES ; OR 15
(II) IN A COUNTY WITH A C OUNTY 3–1–1 SYSTEM, THE ABILITY 16
TO TRANSFER REQUESTS FOR INFORMATION AND REFERRALS FOR HEALTH AND 17
HUMAN SERVICES TO TH E STATEWIDE 2–1–1 AND 3–1–1 SYSTEM; 18
(7) ACCESS FOR INDIVIDUA LS WITH HEARING OR S PEECH 19
DISABILITIES AND OTH ER DISABILITIES; 20
(8) ACCESS FOR NON –ENGLISH–SPEAKING INDIVIDUALS ; AND 21
(9) ANY OTHER INFORMATIO N OR RESOURCES DETERMINED BY THE 22
BOARD AND THE DEPARTMENT . 23
(B) 2–1–1 AND 3–1–1 ARE THE PRIMARY NONE MERGENCY TELEPHONE 24
NUMBERS IN THE STATE WIDE 2–1–1 AND 3–1–1 SYSTEM. 25
(C) EDUCATIONAL INFORMATI ON THAT RELATES TO T HE SERVICES , 26
RESOURCES, AND INFORMATION MADE AVAILABLE BY A NONEM ERGENCY 27
ANSWERING POINT SHAL L DESIGNATE 2–1–1 AND 3–1–1 AS NONEMERGENCY 28
TELEPHONE NUMBERS . 29
24 HOUSE BILL 1141
(D) (1) NONEMERGENCY ANSWERIN G POINTS SHALL NOTIF Y THE 1
APPROPRIATE STATE OR LOCAL AGENCI ES, PROGRAMS, OR DEPARTMENTS OF A 2
REQUEST FOR SERVICES , RESOURCES, REFERRALS, OR OTHER INFORMATION . 3
(2) WRITTEN GUIDELINES SH ALL BE DEVELOPED BY THE BOARD TO 4
GOVERN THE REFERRAL OF REQUESTS FOR NONE MERGENCY SERVICES , 5
RESOURCES, REFERRALS, AND INFORMATION TO T HE APPROPRIATE STATE OR 6
LOCAL AGENCIES , PROGRAMS, OR DEPARTMENTS . 7
(3) STATE OR LOCAL AGENCI ES, PROGRAMS, AND DEPARTMENTS 8
WITH CONCURRENT JURI SDICTION SHALL HAVE WRITTEN AGREEMENTS T O ENSURE 9
A CLEAR UNDERSTANDIN G OF WHICH SPECIFIC REQUESTS FOR NONEMER GENCY 10
SERVICES, RESOURCES, REFERRALS, OR OTHER INFOR MATION WILL BE REFER RED 11
TO WHICH AGENCY , PROGRAM, OR DEPARTMENT . 12
(E) ON OR BEFORE JULY 1, 2026, THE DEPARTMENT SHALL ENSU RE THAT 13
INDIVIDUALS HAVE THE ABILITY TO ACCESS TH E STATEWIDE 2–1–1 AND 3–1–1 14
SYSTEM, OR A COUNTY 3–1–1 SYSTEM, THROUGH TEXT MESSAGING. 15
2–613. 16
(A) (1) ON OR BEFORE JULY 1, 2025, AND EACH JULY 1 THEREAFTER , 17
THE DEPARTMENT SHALL SUBM IT A REPORT ON THE I MPLEMENTATION OF THI S 18
SUBTITLE TO THE GOVERNOR AND , SUBJECT TO § 2–1257 OF THE STATE 19
GOVERNMENT ARTICLE, THE SENATE COMMITTEE O N EDUCATION, ENERGY, AND 20
THE ENVIRONMENT AND THE HOUSE HEALTH AND GOVERNMENT OPERATIONS 21
COMMITTEE. 22
(2) THE REPORT REQUIRED U NDER THIS SUBSECTION SHALL 23
INCLUDE: 24
(I) AN ANALYSIS OF THE E FFECTIVENESS OF THE STATEWIDE 25
2–1–1 AND 3–1–1 SYSTEM AND COUNTY 3–1–1 SYSTEMS; 26
(II) AN ANALYSIS OF ANY C HALLENGES TO THE 27
IMPLEMENTATION OF TH IS SUBTITLE AND ANY RECOMMENDED SOLUTION S; 28
(III) ANY SUGGESTED CHANGE S TO THIS SUBTITLE; AND 29
(IV) ANY OTHER INFORMATIO N CONSIDERED NECESSA RY BY 30
THE DEPARTMENT . 31
(B) (1) ON OR BEFORE JULY 1, 2030, THE BOARD SHALL SUBMIT A 32
REPORT ON THE STATEW IDE 2–1–1 AND 3–1–1 SYSTEM AND COUNTY 3–1–1 SYSTEMS 33 HOUSE BILL 1141 25
TO THE GOVERNOR AND , SUBJECT TO § 2–1257 OF THE STATE GOVERNMENT 1
ARTICLE, THE SENATE COMMITTEE ON EDUCATION, ENERGY, AND THE 2
ENVIRONMENT AND THE HOUSE HEALTH AND GOVERNMENT OPERATIONS 3
COMMITTEE. 4
(2) THE REPORT REQUIRED U NDER THIS SUBSECTION SHALL 5
INCLUDE: 6
(I) THE NUMBER OF INDIVI DUALS WHO CONTACTED 2–1–1, BY 7
YEAR; 8
(II) THE NUMBER OF INDIVI DUALS WHO CONTACTED 3–1–1, BY 9
YEAR; 10
(III) THE NUMBER OF 2–1–1 AND 3–1–1 REQUESTS THAT WERE 11
TRANSFERRED TO 9–1–1 AND 9–8–8; 12
(IV) THE NUMBER OF 9–1–1 AND 9–8–8 REQUESTS 13
TRANSFERRED TO 2–1–1 AND 3–1–1; 14
(V) THE METHODS USED FOR ACCESSING THE STATEW IDE 15
2–1–1 AND 3–1–1 SYSTEM, SUCH AS BY VOICE CAL L, TEXT MESSAGING , WEBSITE, OR 16
OTHER MODALITIES , AND THE NUMBER OF RE QUESTS USING EACH ME THOD; 17
(VI) COMMON REASONS INDIV IDUALS DIALED 2–1–1 OR 3–1–1; 18
(VII) ANY ISSUES WITH THE INTEROPERABILITY AND 19
ACCESSIBILITY OF THE STATEWIDE 2–1–1 AND 3–1–1 SYSTEM; AND 20
(VIII) A RECOMMENDATION ON WHETHER THE STATEWID E 2–1–1 21
AND 3–1–1 SYSTEM SHOULD CONTIN UE TO BE MANAGED BY THE DEPARTMENT , OR 22
WHETHER IT WOULD BE MORE APPROPRIATE FOR THE STATEWIDE 2–1–1 AND 23
3–1–1 SYSTEM TO BE TRANSFE RRED TO ANOTHER SPECIFIC AGE NCY OR ENTITY. 24
SECTION 3. AND BE IT FURTHER ENACTED, That, on or before December 31, 25
2024, the Department, in consultation with 2–1–1 Maryland, shall report to the Governor 26
and, subject to § 2–1257 of the State Government Article, to the General Assembly on the 27
activities performed under § 2–603(e) of the Human Services Article, as enacted by Section 28
2 of this Act. 29
SECTION 4. AND BE IT FURTHER ENACTED, That the terms of the initial 30
members of the Maryland 2–1–1 and 3–1–1 Board shall expire as follows: 31
(1) seven members in 2026; 32
26 HOUSE BILL 1141
(2) seven members in 2027; and 1
(3) six members in 2028 it is the intent of the General Assembly that the 2
Department of Information Technology: 3
(1) evaluate the potential of artificial intelligence in creating a statewide 4
virtual 3–1–1 portal as a source for Maryland residents to obtain nonemergency 5
government information and services; and 6
(2) if the Department determines that the use of artificial intelligence in 7
creating a virtual 3–1–1 portal is feasible, prioritize the creation of a virtual 3–1–1 portal. 8
SECTION 5. 2. AND BE IT FURTHER ENACTED, That this Act shall take effect 9
July 1, 2024. 10
Approved:
________________________________________________________________________________
Governor.
________________________________________________________________________________
Speaker of the House of Delegates.
________________________________________________________________________________
President of the Senate.