EXPLANATION: CAPITALS INDICATE MAT TER ADDED TO EXISTIN G LAW.
[Brackets] indicate matter deleted from existing law.
*sb1068*
SENATE BILL 1068
O1 4lr1484
CF HB 1141
By: Senator Kagan
Introduced and read first time: February 2, 2024
Assigned to: Education, Energy, and the Environment
A BILL ENTITLED
AN ACT concerning 1
Human Services – 2–1–1 and 3–1–1 Systems – Nonemergency Information and 2
Referrals 3
FOR the purpose of establishing the Maryland 2–1–1 and 3–1–1 Board to take certain 4
actions relating to the establishment of a statewide 3–1–1 system and county 3–1–1 5
systems and the integration of the 2–1–1 system into a statewide 2–1–1 and 3–1–1 6
system; establishing a statewide 3–1–1 system under the Department of Human 7
Services to provide certain nonemergency information and referrals, subject to 8
certain requirements; requiring a county to be responsible for certain costs and 9
expenses associated with a county 3–1–1 system; and generally relating to 2–1–1 10
and 3–1–1 systems and nonemergency information and referrals. 11
BY transferring 12
Article – Health – General 13
Section 24–1203, 24–1204, and 24–1205 14
Annotated Code of Maryland 15
(2023 Replacement Volume) 16
to be 17
Article – Human Services 18
Section 2–603, 2–603.1, and 2–603.2, respectively 19
Annotated Code of Maryland 20
(2019 Replacement Volume and 2023 Supplement) 21
BY repealing 22
Article – Health – General 23
Section 24–1201 and 24–1202 and the subtitle “Subtitle 12. Health and Human 24
Services Referral System” 25
Annotated Code of Maryland 26
(2023 Replacement Volume) 27
BY repealing and reenacting, without amendments, 28 2 SENATE BILL 1068
Article – State Finance and Procurement 1
Section 14–301(a) and (l) 2
Annotated Code of Maryland 3
(2021 Replacement Volume and 2023 Supplement) 4
BY repealing and reenacting, without amendments, 5
Article – Public Safety 6
Section 1–301(a), (o), (t), and (u) 7
Annotated Code of Maryland 8
(2022 Replacement Volume and 2023 Supplement) 9
BY adding to 10
Article – Human Services 11
Section 2–601, 2–602, and 2–604 through 2–613 to be under the new subtitle 12
“Subtitle 6. 2–1–1 and 3–1–1 Systems” 13
Annotated Code of Maryland 14
(2019 Replacement Volume and 2023 Supplement) 15
BY repealing and reenacting, with amendments, 16
Article – Human Services 17
Section 2–603, 2–603.1, and 2–603.2 18
Annotated Code of Maryland 19
(2019 Replacement Volume and 2023 Supplement) 20
(As enacted by Section 1 of this Act) 21
SECTION 1. BE IT ENACTED BY THE GENERAL ASSEMBLY OF MARYLAND, 22
That Section(s) 24–1203, 24–1204, and 24–1205 of Article – Health – General of the 23
Annotated Code of Maryland be transferred to be Section(s) 2–603, 2–603.1, and 2–603.2, 24
respectively, of Article – Human Services of the Annotated Code of Maryland. 25
SECTION 2. AND BE IT FURTHER ENACTED, That the Laws of Maryland read 26
as follows: 27
Article – Health – General 28
[Subtitle 12. Health and Human Services Referral System.] 29
[24–1201. 30
(a) In this subtitle the following words have the meanings indicated. 31
(b) “Health and Human Services Referral System” means telephone service that 32
automatically connects an individual dialing the digits 2–1–1 to an established information 33
and referral answering point. 34
(c) “2–1–1” means the abbreviated dialing code assigned by the Federal 35
Communications Commission for consumer access to community information and referral 36 SENATE BILL 1068 3
services. 1
(d) “2–1–1 Maryland” means the Maryland Information Network, 2–1–1 2
Maryland, a 501(c)(3) corporation in the State. 3
(e) “2–1–1 Maryland call center” means a nonprofit agency or organization 4
designated by 2–1–1 Maryland to provide 2–1–1 services.] 5
[24–1202. 6
(a) The General Assembly: 7
(1) Recognizes the importance of a statewide information and referral 8
system for health and human services; 9
(2) Recognizes that an integrated telephone system would provide a single 10
source for information and referral to health and human services, community 11
preparedness, and crisis information and could be accessed toll free from anywhere in 12
Maryland, 24 hours a day, 365 days a year; 13
(3) Acknowledges that the three–digit number, 2–1–1, is a nationally 14
recognized and applied telephone number which may be used for information and referral 15
and eliminates delays caused by lack of familiarity with health and human services 16
numbers and by understandable confusion in circumstances of crisis; and 17
(4) Recognizes a demonstrated need for an easy to remember, easy to use 18
telephone number that will enable individuals in need to be directed to available 19
community resources. 20
(b) The purpose of this subtitle is to establish the three–digit number, 2–1–1, as 21
the primary information and referral telephone number for health and human services in 22
the State.] 23
Article – State Finance and Procurement 24
14–301. 25
(a) In this subtitle the following words have the meanings indicated. 26
(l) “Socially disadvantaged individual” means an individual who has been 27
subjected to racial or ethnic prejudice or cultural bias within American society because of 28
membership in a group and without regard to individual qualities. Social disadvantage 29
must stem from circumstances beyond the control of the individual. 30
Article – Public Safety 31
1–301. 32 4 SENATE BILL 1068
(a) In this subtitle the following words have the meanings indicated. 1
(o) “9–1–1 specialist” means an employee of a county public safety answering 2
point, or an employee working in a county public safety answering point, whose duties and 3
responsibilities include: 4
(1) receiving and processing 9–1–1 requests for emergency services; 5
(2) other support functions directly related to 9–1–1 requests for 6
emergency services; or 7
(3) dispatching law enforcement officers, fire rescue services, emergency 8
medical services, and other public safety services to the scene of an emergency. 9
(t) “Public safety agency” means: 10
(1) a functional division of a public agency that provides fire fighting, 11
police, medical, or other emergency services; or 12
(2) a private entity that provides fire fighting, police, medical, or other 13
emergency services on a voluntary basis. 14
(u) “Public safety answering point” means a communications facility that: 15
(1) is operated on a 24–hour basis; 16
(2) first receives 9–1–1 requests for emergency services in a 9–1–1 service 17
area; and 18
(3) as appropriate: 19
(i) dispatches public safety services directly; 20
(ii) transmits incident data to appropriate public safety agencies 21
within the State for the dispatch of public safety services; or 22
(iii) transfers 9–1–1 requests for emergency services or transmits 23
incident data to: 24
1. an appropriate federal emergency communication center 25
responsible for the delivery of public safety services on a federal campus or federal 26
reservation; or 27
2. an appropriate public safety answering point located 28
within or outside the State. 29
SENATE BILL 1068 5
Article – Human Services 1
SUBTITLE 6. 2–1–1 AND 3–1–1 SYSTEMS. 2
2–601. 3
(A) IN THIS SUBTITLE THE FOLLOWING WORDS HAVE THE MEANINGS 4
INDICATED. 5
(B) “BOARD” MEANS THE MARYLAND 2–1–1 AND 3–1–1 BOARD. 6
(C) (1) “COUNTY 3–1–1 SYSTEM” MEANS A SERVICE THAT: 7
(I) IS ESTABLISHED UNDER § 2–610 OF THIS SUBTITLE AS AN 8
ALTERNATIVE TO THE S TATEWIDE 2–1–1 AND 3–1–1 SYSTEM FOR 3–1–1 CALLS 9
PLACED IN THE COUNTY; 10
(II) MEETS THE REQUIREMEN TS ESTABLISHED UNDER THIS 11
SUBTITLE; AND 12
(III) AUTOMATICALLY CONNEC TS AN INDIVIDUAL DIA LING THE 13
DIGITS 3–1–1 TO AN ESTABLISHED NO NEMERGENCY ANSWERING POINT. 14
(2) “COUNTY 3–1–1 SYSTEM” INCLUDES: 15
(I) EQUIPMENT FOR : 16
1. CONNECTING AND OUTSW ITCHING 3–1–1 CALLS 17
WITHIN A TELEPHONE CENTRAL OF FICE; AND 18
2. ANY OTHER TECHNOLOGI CAL ADVANCEMENTS THA T 19
THE BOARD AND THE DEPARTMENT REQUIRE ; 20
(II) TRUNKING FACILITIES FROM A TELEPHONE CEN TRAL 21
OFFICE TO A NONEMERGENCY ANSWERING POINT ; 22
(III) EQUIPMENT TO CONNECT 3–1–1 CALLS TO THE 23
APPROPRIATE STATE OR LOCAL AGENCI ES, PROGRAMS, OR DEPARTMENTS ; AND 24
(IV) EQUIPMENT TO CONNECT 3–1–1 CALLS TO THE STATEWI DE 25
2–1–1 AND 3–1–1 SYSTEM, AS APPROPRIATE . 26
(D) “CUSTOMER SERVICE SPECIALIST ” MEANS AN EMPLOYEE OF A 27 6 SENATE BILL 1068
NONEMERGENCY ANSWERI NG POINT WHOSE DUTIE S AND RESPONSIBILITI ES 1
INCLUDE: 2
(1) RECEIVING AND PROCES SING 2–1–1 AND 3–1–1 REQUESTS FOR 3
NONEMERGENCY SERVICE S, RESOURCES, REFERRALS, AND INFORMATION ; 4
(2) OTHER SUPPORT FUNCTIONS DIR ECTLY RELATED TO 2–1–1 AND 5
3–1–1 REQUESTS FOR NONEMER GENCY SERVICES , RESOURCES, REFERRALS, AND 6
INFORMATION ; 7
(3) TRANSMITTING QUESTIO NS AND CONCERNS TO A PPROPRIATE 8
STATE OR LOCAL AGENCIES , PROGRAMS, OR DEPARTMENTS ; OR 9
(4) TRANSFERRING REQUEST S FOR EMERGENCY SERV ICES OR 10
TRANSMITTING INCIDEN T DATA TO THE 9–1–1 AND 9–8–8 SERVICES. 11
(E) “KNOWLEDGE MANAGER ” MEANS AN EMPLOYEE OF THE STATEWIDE 12
2–1–1 AND 3–1–1 SYSTEM OR A COUNTY 3–1–1 SYSTEM THAT PROVIDES SUPPORT BY: 13
(1) VERIFYING AND PROCES SING INFORMATION FOR DISTRIBUTION 14
BY THE STATEWIDE 2–1–1 AND 3–1–1 SYSTEM OR A COUNTY 3–1–1 SYSTEM; 15
(2) ESTABLISHING CHANNEL S FOR THE RECEIPT OF INFORMATION : 16
(I) FROM COUNTIES TO THE STATEWIDE 2–1–1 AND 3–1–1 17
SYSTEM OR A COUNTY 3–1–1 SYSTEM; AND 18
(II) FROM THE STATEWIDE 2–1–1 AND 3–1–1 SYSTEM TO 19
COUNTIES; AND 20
(3) PROVIDING INFORMATION TO BE USED BY THE STATEWIDE 2–1–1 21
AND 3–1–1 SYSTEM OR A COUNTY 3–1–1 SYSTEM. 22
(F) “9–1–1 SPECIALIST” HAS THE MEANING STAT ED IN § 1–301 OF THE 23
PUBLIC SAFETY ARTICLE. 24
(G) “NONEMERGENCY ANSWERIN G POINT” MEANS A COMMUNICATIO NS 25
FACILITY THAT: 26
(1) OPERATES THE STATEWIDE 2–1–1 AND 3–1–1 SYSTEM OR A 27
COUNTY 3–1–1 SYSTEM; 28
(2) FIRST RECEIVES 2–1–1 AND 3–1–1 REQUESTS FOR INFORMA TION 29 SENATE BILL 1068 7
ABOUT NONEMERGENCY S ERVICES, RESOURCES, REFERRALS, AND INFORMATION ; 1
AND 2
(3) AS APPROPRIATE : 3
(I) DIRECTLY PROVIDES NO NEMERGENCY INFORMATI ON 4
ABOUT GOVERNMENT AND COMMUNITY SERVICES, RESOURCES, REFERRALS, AND 5
INFORMATION ; 6
(II) TRANSMITS QUESTIONS AND CONCERNS TO BE RE SOLVED 7
BY STATE OR LOCAL AGENCI ES, PROGRAMS, DEPARTMENTS , OR COMMUNITY 8
RESOURCES; OR 9
(III) TRANSFERS REQUESTS F OR EMERGENCY SERVICE S OR 10
TRANSMITS INCIDENT D ATA TO: 11
1. AN APPROPRIATE PUBLI C SAFETY ANSWERING P OINT 12
LOCATED WITHIN OR OUTSIDE THE STATE; OR 13
2. AN APPROPRIATE FEDER AL EMERGENCY 14
COMMUNICATION CENTER RESPONSIBLE FOR THE DELIVERY OF PUBLIC S AFETY 15
SERVICES ON A FEDERA L CAMPUS OR FEDERAL RESERVATION . 16
(H) “PUBLIC SAFETY ANSWERI NG POINT” HAS THE MEANING STAT ED IN § 17
1–301 OF THE PUBLIC SAFETY ARTICLE. 18
(I) “SOCIALLY DISADVANTAGE D INDIVIDUAL” HAS THE MEANING STAT ED 19
IN § 14–301 OF THE STATE FINANCE AND PROCUREMENT ARTICLE. 20
(J) (1) “STATEWIDE 2–1–1 AND 3–1–1 SYSTEM” MEANS A TELEPHONE 21
SERVICE THAT: 22
(I) MEETS THE REQUIREMENTS ESTABLI SHED UNDER THIS 23
SUBTITLE; AND 24
(II) AUTOMATICALLY CONNEC TS AN INDIVIDUAL DIALING THE 25
DIGITS 2–1–1 OR 3–1–1 TO AN ESTABLISHED NO NEMERGENCY ANSWERING POINT. 26
(2) “STATEWIDE 2–1–1 AND 3–1–1 SYSTEM” INCLUDES: 27
(I) EQUIPMENT FOR : 28
8 SENATE BILL 1068
1. CONNECTING AND OUTSW ITCHING 2–1–1 AND 3–1–1 1
CALLS WITHIN A TELEPHONE C ENTRAL OFFICE ; AND 2
2. ANY OTHER TECHNOLOGI CAL ADVANCEMENTS THA T 3
THE BOARD AND THE DEPARTMENT REQUIRE ; 4
(II) TRUNKING FACILITIES FROM A TELEPHONE CEN TRAL 5
OFFICE TO A NONEMERGENCY ANSWERING POINT; AND 6
(III) EQUIPMENT TO CONNECT 2–1–1 AND 3–1–1 CALLS TO THE 7
APPROPRIATE STATE OR LOCAL AGENCI ES, PROGRAMS, OR DEPARTMENTS . 8
(3) “STATEWIDE 2–1–1 AND 3–1–1 SYSTEM” DOES NOT INCLUDE A 9
COUNTY 3–1–1 SYSTEM ESTABLISHED U NDER § 2–610 OF THIS SUBTITLE. 10
(K) “3–1–1” MEANS THE ABBREVIATE D DIALING CODE ASSIG NED BY THE 11
FEDERAL COMMUNICATIONS COMMISSION FOR CONSUM ER ACCESS TO 12
NONEMERGENCY POLICE AND OTHER GOV ERNMENT SERVICES . 13
(L) “2–1–1” MEANS THE ABBREVIATE D DIALING CODE ASSIGNED BY THE 14
FEDERAL COMMUNICATIONS COMMISSION FOR CONSUM ER ACCESS TO COMMUNI TY 15
INFORMATION AND REFE RRAL SERVICES . 16
(M) “2–1–1 MARYLAND” MEANS THE MARYLAND INFORMATION NETWORK, 17
2–1–1 MARYLAND, A 501(C)(3) CORPORATION IN THE STATE. 18
2–602. 19
(A) THE GENERAL ASSEMBLY: 20
(1) RECOGNIZES THE IMPOR TANCE OF A STATEWIDE SYSTEM FOR 21
NONEMERGENCY SERVICE S, RESOURCES, AND INFORMATION TO R EDUCE THE 22
NUMBER OF NONEMERGEN CY REQUESTS FOR ASSI STANCE TO THE EMERGE NCY 23
9–1–1 SYSTEM UNDER TITLE 1, SUBTITLE 3 OF THE PUBLIC SAFETY ARTICLE; 24
(2) RECOGNIZES THAT A ST ATEWIDE INTEGRATED T ELEPHONE 25
SYSTEM FOR BOTH 2–1–1 AND 3–1–1 SERVICES, STAFFED BY CUSTOMER SERVICE 26
SPECIALISTS TRAINED IN RESPONDING TO BOT H 2–1–1 AND 3–1–1 REQUESTS, 27
WOULD PROVIDE A SING LE SOURCE FOR NONEME RGENCY INFORMATION AND 28
REFERRAL TO STATE OR LOCAL AGENCI ES, PROGRAMS, AND DEPARTMENTS ; 29
(3) ACKNOWLEDGES THAT 2–1–1 AND 3–1–1 ARE NATIONALLY 30
RECOGNIZED AND APPLI ED TELEPHONE NUMBER S THAT MAY BE USED FOR 31 SENATE BILL 1068 9
INFORMATION AND REFE RRAL AND ELIMINATE D ELAYS CAUSED B Y A LACK OF 1
FAMILIARITY WITH THE CONTACT INFORMATION FOR STATE OR LOCAL AGENCI ES, 2
PROGRAMS, AND DEPARTMENTS AND BY UNDERSTANDABLE CO NFUSION; AND 3
(4) RECOGNIZES A DEMONST RATED NEED FOR AN 4
EASY–TO–REMEMBER , EASY–TO–USE TELEPHONE NUMBER THAT WILL ENABLE 5
INDIVIDUALS IN NEED T O RECEIVE NONEMERGEN CY SERVICES , RESOURCES, 6
REFERRALS, AND INFORMATION . 7
(B) THIS SUBTITLE: 8
(1) ESTABLISHES 3–1–1 AS A STATEWIDE INFORMATION AND 9
REFERRAL TELEPHONE N UMBER FOR NONEMERGEN CY SERVICES, RESOURCES, AND 10
INFORMATION ; AND 11
(2) INTEGRATES 3–1–1 AND THE EXISTING 2–1–1 SYSTEM INTO A 12
UNIFIED STATEWIDE 2–1–1 AND 3–1–1 SYSTEM. 13
2–603. 14
(a) THIS SECTION DOES NOT APPLY TO: 15
(1) A COUNTY 3–1–1 SYSTEM; OR 16
(2) A NONEMERGENCY ANSWE RING POINT USED EXCL USIVELY AS 17
PART OF A COUNTY 3–1–1 SYSTEM. 18
(B) Except as provided in subsection [(c)] (D) of this section, an agency or 19
organization shall be approved by 2–1–1 Maryland as a [2–1–1 Maryland call center] 20
NONEMERGENCY ANSWERI NG POINT in order to provide 2–1–1 AND 3–1–1 services [in 21
the State]. 22
[(b)] (C) When approving a [2–1–1 service provider] NONEMERGENCY 23
ANSWERING POINT , 2–1–1 Maryland shall consider: 24
(1) the ability of the proposed [2–1–1 service provider] NONEMERGENCY 25
ANSWERING POINT to meet the national 2–1–1 standards recommended by: 26
(i) the Alliance of Information and Referral Systems and adopted by 27
the National 2–1–1 Collaborative; or 28
(ii) an equivalent entity; 29
(2) the financial stability of the proposed [2–1–1 service provider] 30 10 SENATE BILL 1068
NONEMERGENCY ANSWERI NG POINT; 1
(3) any community support for the proposed [2–1–1 service provider] 2
NONEMERGENCY ANSWERI NG POINT; 3
(4) any experience that the proposed [2–1–1 service provider] 4
NONEMERGENCY ANSWERI NG POINT has with other information and referral services; 5
(5) the degree to which the county in which the proposed [call center] 6
NONEMERGENCY ANSWERI NG POINT is to be located has dedicated substantial resources 7
to the establishment of a single telephone source for [non–emergency] NONEMERGENCY 8
inquiries regarding county services; and 9
(6) any other criteria that 2–1–1 Maryland considers appropriate. 10
[(c)] (D) If a unit of the State that provides health and human services 11
establishes a public information telephone line or hotline, the unit shall consult with 12
2–1–1 Maryland about using the STATEWIDE 2–1–1 AND 3–1–1 system to provide public 13
access to information. 14
[2–603.1.] 15
[(a)] (E) The Department shall, in consultation with 2–1–1 Maryland, as 16
appropriate: 17
(1) maintain public information available from State agencies, programs, 18
and departments that provide health and human services; 19
(2) [support projects and activities that further the development of 2–1–1 20
Maryland; 21
(3)] examine and make recommendations to maximize the use of 22
information technology in making 2–1–1 AND 3–1–1 services available throughout the 23
State; 24
[(4) evaluate the performance of each 2–1–1 Maryland call center; 25
(5) make recommendations to 2–1–1 Maryland regarding the quality of 26
service provided by call centers or the performance of call centers when issues related to 27
service quality and performance are presented to the Department; 28
(6) make recommendations regarding corrective action to be taken by a call 29
center, as appropriate;] and 30
[(7)] (3) make recommendations to 2 –1–1 Maryland regarding the 31 SENATE BILL 1068 11
establishment of an opt–in mental health services phone call program that: 1
(i) requires a [call center] NONEMERGENCY ANSWERI NG POINT 2
to call individuals who have opted in to the mental health services phone call program on 3
a periodic basis, as determined by 2–1–1 Maryland; and 4
(ii) [attempts to connect] CONNECTS individuals to [a provider of 5
mental health services] 9–8–8 if the individual requests to speak to a mental health 6
provider during a call with 2–1–1 Maryland. 7
[(b)] (F) The Governor may include in the annual budget bill an appropriation 8
to the Department in an amount sufficient to carry out subsection [(a)(7)] (E)(3) of this 9
section. 10
[(c) On or before December 31, 2005, and every year thereafter, the Department, 11
in consultation with 2–1–1 Maryland, shall report to the Governor and, subject to § 2–1257 12
of the State Government Article, to the General Assembly on the activities performed under 13
subsection (a) of this section.] 14
[2–603.2.] 15
(G) Funding for the Department’s implementation of this subtitle is subject to: 16
(1) the availability of appropriated funds; and 17
(2) audit by the Office of Legislative Audits under § 2–1220 of the State 18
Government Article. 19
2–604. 20
(A) THERE IS A MARYLAND 2–1–1 AND 3–1–1 BOARD IN THE DEPARTMENT . 21
(B) (1) THE BOARD CONSISTS OF THE FOLLOWING MEMBERS : 22
(I) THE SECRETARY, OR THE SECRETARY’S DESIGNEE; 23
(II) THE SECRETARY OF INFORMATION TECHNOLOGY , OR THE 24
SECRETARY’S DESIGNEE; 25
(III) THE SECRETARY OF AGING, OR THE SECRETARY’S 26
DESIGNEE; 27
(IV) THE SECRETARY OF DISABILITIES, OR THE SECRETARY’S 28
DESIGNEE; 29
12 SENATE BILL 1068
(V) THE SECRETARY OF HEALTH, OR THE SECRETARY’S 1
DESIGNEE; 2
(VI) THE SECRETARY OF BUDGET AND MANAGEMENT , OR THE 3
SECRETARY’S DESIGNEE; 4
(VII) THE SECRETARY OF GENERAL SERVICES, OR THE 5
SECRETARY’S DESIGNEE; 6
(VIII) THE SECRETARY OF EMERGENCY MANAGEMENT , OR THE 7
SECRETARY’S DESIGNEE; 8
(IX) THE DIRECTOR OF COMMUNICATIONS FROM T HE OFFICE 9
OF THE GOVERNOR, OR THE DIRECTOR’S DESIGNEE; 10
(X) TWO MEMBERS OF THE G ENERAL PUBLIC , JOINTLY 11
APPOINTED BY THE SPEAKER OF THE HOUSE AND THE PRESIDENT OF THE SENATE; 12
(XI) TWO REPRESENTATIVE S FROM THE MARYLAND 13
ASSOCIATION OF COUNTIES, APPOINTED BY THE EXECUTIVE DIRECTOR OF THE 14
MARYLAND ASSOCIATION OF COUNTIES; 15
(XII) ONE REPRESENTATIVE O F A 501(C)(3) NONPROFIT 16
ORGANIZATION , APPOINTED BY MARYLAND NONPROFITS; 17
(XIII) ONE REPRESENTATIVE F ROM THE MARYLAND MUNICIPAL 18
LEAGUE, APPOINTED BY THE EXECUTIVE DIRECTOR OF THE MARYLAND 19
MUNICIPAL LEAGUE; 20
(XIV) THE CHIEF EXECUTIVE OFFICER OF 2–1–1 MARYLAND, OR 21
THE CHIEF EXECUTIVE OFFICER’S DESIGNEE; AND 22
(XV) THE FOLLOWING MEMBERS AP POINTED BY THE GOVERNOR: 23
1. ONE REPRESENTATIVE FROM THE 24
TELECOMMUNICATIONS I NDUSTRY; 25
2. ONE REPRESENTATIVE F ROM THE CYBERSECURIT Y 26
INDUSTRY, PARTICULARLY IN THE FIELD OF COMMUNICATI ON NETWORKS ; 27
3. ONE REPRESENTATIVE F ROM A PUBLIC SAFETY 28
ANSWERING POINT THAT IS LOCATED IN AN URB AN AREA OF THE STATE; AND 29
SENATE BILL 1068 13
4. ONE REPRESENTATIVE F ROM A PUBLIC SAFETY 1
ANSWERING POINT THAT IS LOCATED IN A RURA L AREA OF THE STATE. 2
(2) (I) ONE OF THE REPRESENTA TIVES APPOINTED UNDE R 3
PARAGRAPH (1)(XV)3 OR 4 OF THIS SUBSECTION S HALL BE A RESIDENT O F A COUNTY 4
THAT RECEIVED 3–1–1 SERVICES ON OR BEFOR E JULY 1, 2024. 5
(II) ONE OF THE REPRESENTA TIVES APPOINTED UNDE R 6
PARAGRAPH (1)(XI) OF THIS SUBSECTION S HALL REPRESENT A COU NTY THAT 7
RECEIVED 3–1–1 SERVICES ON OR BEFOR E JULY 1, 2024. 8
(C) (1) THE TERM OF A MEMBER IS 4 YEARS. 9
(2) THE TERMS OF THE MEMB ERS ARE STAGGERED AS REQUIRED BY 10
THE TERMS PROVIDED F OR MEMBERS OF THE BOARD ON JULY 1, 2024. 11
(3) AT THE END OF A TERM , A MEMBER CONTINUES T O SERVE UNTIL 12
A SUCCESSOR IS APPOI NTED AND QUALIFIES . 13
(4) IF A VACANCY OCCURS AFT ER A TERM HAS BEGUN , THE VACANCY 14
PROMPTLY SHALL BE FI LLED FOR THE UNEXPIR ED TERM IN THE SAME MANNER AS 15
IS REQUIRED FOR APPO INTMENT UNDER SUBSEC TION (B) OF THIS SECTION. 16
(D) (1) SUBJECT TO PARAGRAPH (2) OF THIS SUBSECTION , THE BOARD 17
SHALL PROMPTLY MEET TO ELECT A CHAIR AND A VICE CHAIR FROM AM ONG ITS 18
MEMBERS BY MAJORITY VOTE. 19
(2) IF THE CHAIR OR VICE CHAIR IS A MEMBER AP POINTED UNDER 20
SUBSECTION (B)(1)(I) THROUGH (VIII) OF THIS SECTION , ANOTHER MEMBER 21
APPOINTED UNDER SUBS ECTION (B)(1)(I) THROUGH (VIII) OF THIS SECTION MAY 22
NOT SERVE AS CHAIR O R VICE CHAIR DURING THE SAME TERM . 23
(E) (1) THE BOARD SHALL MEET AS N ECESSARY, BUT AT LEAST ONCE 24
EACH QUARTER . 25
(2) A MAJORITY OF THE BOARD IS A QUORUM . 26
(3) THE BOARD SHALL MAKE PUBL ICLY AVAILABLE ON ITS WEBS ITE: 27
(I) EACH OPEN MEETING AG ENDA: 28
1. AT LEAST 48 HOURS IN ADVANCE OF EACH MEETING ; 29
OR 30
14 SENATE BILL 1068
2. IF THE MEETING IS BE ING HELD DUE TO AN 1
EMERGENCY , A NATURAL DISASTER , OR ANY OTHER UNANTIC IPATED SITUATION , AS 2
FAR IN ADVANCE OF TH E MEETING AS PRACTICAB LE; 3
(II) MEETING MINUTES FROM THE PORTIONS OF A ME ETING 4
HELD IN OPEN SESSION , NOT MORE THAN 2 BUSINESS DAYS AFTER THE MINUTES 5
ARE APPROVED ; AND 6
(III) LIVE VIDEO STREAMING OF EACH PORTION OF A MEETING 7
HELD IN OPEN SESSION . 8
(4) (I) THE BOARD SHALL APPROVE T HE MINUTES FROM AN O PEN 9
MEETING IN A TIMELY MANNER. 10
(II) EACH OPEN MEETING AGE NDA SHALL INCLUDE 11
CONSIDERATION OF THE MINUTES FROM THE MOS T RECENT OPEN MEETIN G. 12
(5) THE BOARD SHALL MAINTAIN ON ITS WEBSITE: 13
(I) MEETING MINUTES MADE AV AILABLE UNDER PARAGR APH 14
(3) OF THIS SUBSECTION F OR A MINIMUM OF 5 YEARS AFTER THE DATE OF THE 15
MEETING; AND 16
(II) A COMPLETE AND UNEDI TED ARCHIVED VIDEO R ECORDING 17
OF EACH OPEN MEETING FOR WHICH LIVE VIDEO STREAMING WAS MADE A VAILABLE 18
UNDER PARAGRAPH (3) OF THIS SUBSECTION F OR A MINIMUM OF 1 YEAR AFTER THE 19
DATE OF THE MEETING . 20
(F) A MEMBER OF THE BOARD: 21
(1) MAY NOT RECEIVE COMP ENSATION AS A MEMBER OF THE BOARD; 22
BUT 23
(2) IS ENTITLED TO REIMB URSEMENT FOR EXPENSE S UNDER THE 24
STANDARD STATE TRAVEL REGULATIONS, AS PROVIDED IN THE STATE BUDGET . 25
(G) THE DEPARTMENT SHALL PROV IDE STAFF TO THE BOARD, INCLUDING 26
A COORDINATOR WHO IS RESPONSIBLE FOR THE DAILY OPERATION OF T HE OFFICE 27
OF THE BOARD. 28
2–605. 29
(A) THE BOARD SHALL COORDINAT E THE E STABLISHMENT , 30
ENHANCEMENT , AND INTEROPERABILITY OF THE STATEWIDE 2–1–1 AND 3–1–1 31 SENATE BILL 1068 15
SYSTEM AND COUNTY 3–1–1 SYSTEMS WITH THE DEPARTMENT . 1
(B) THE BOARD’S RESPONSIBILITIES I NCLUDE: 2
(1) ESTABLISHING REQUIRE MENTS, PROCEDURES , AND STANDARDS 3
FOR: 4
(I) THE STATEWIDE 2–1–1 AND 3–1–1 SYSTEM; AND 5
(II) ANY EXISTING COUNTY 3–1–1 SYSTEMS; 6
(2) ESTABLISHING PROCEDU RES TO REVIEW THE STATEWIDE 2–1–1 7
AND 3–1–1 SYSTEM AND COUNTY 3–1–1 SYSTEMS; 8
(3) TRANSMITTING THE REQ UIREMENTS AND PROCED URES 9
ESTABLISHED UN DER THIS SECTION , AND ANY AMENDMENTS , TO EACH COUNTY 10
3–1–1 SYSTEM; 11
(4) TRANSFERRING ANY NEC ESSARY COMPONENTS OF A COUNTY 12
3–1–1 SYSTEM TO THE STATEW IDE 2–1–1 AND 3–1–1 SYSTEM IF THE GOVERN ING 13
BODY OF A COUNTY ELE CTS TO RECEIVE STATE WIDE 3–1–1 SERVICES; 14
(5) SUBMITTING TO THE SECRETARY EACH YEAR A SCHEDULE FOR 15
IMPLEMENTING THIS SU BTITLE AND AN ESTIMA TE OF FUNDING REQUIR EMENTS 16
FOR THE STATEWIDE 2–1–1 AND 3–1–1 SYSTEM; 17
(6) ESTABLISHING , WITH INPUT FROM COUN TY 3–1–1 SYSTEMS, 18
GUIDELINES TO MAKE N ECESSARY IMPROVEMENTS TO TH E STATEWIDE 2–1–1 AND 19
3–1–1 SYSTEM AND COUNTY 3–1–1 SYSTEMS; 20
(7) PROVIDING FOR THE AU DIT OF STATE AND COUNTY 21
EXPENDITURES FOR THE OPERATION AND MAINTE NANCE OF THE STATEWIDE 2–1–1 22
AND 3–1–1 SYSTEM AND COUNTY 3–1–1 SYSTEMS; 23
(8) INSPECTING NONEMERGE NCY ANSWERING POINTS ; 24
(9) ADOPTING PROCEDURES AND SAFEGUARDS TO EN SURE THAT 25
SENSITIVE INFORMATIO N SUBMITTED BY AN IN DIVIDUAL DIALING THE DIGITS 26
2–1–1 OR 3–1–1 TO A NONEMERGENCY AN SWERING POINT IS MAI NTAINED 27
CONFIDENTIALLY ; 28
(10) ESTABLISHING MINIMUM STANDARDS FOR RECORD S RETENTION 29
FOR 2–1–1 AND 3–1–1 AUDIO, PICTURES, VIDEO, TEXT MESSAGES , AND DATA IN THE 30
STATEWIDE 2–1–1 AND 3–1–1 SYSTEM AND COUNTY 3–1–1 SYSTEMS; 31 16 SENATE BILL 1068
(11) ESTABLISHING TRAININ G STANDARDS FOR PERS ONNEL AT 1
NONEMERGENCY ANSWERING POINTS , INCLUDING KNOWLEDGE MANAGERS AND 2
CUSTOMER SERVICE SPECIALISTS, THAT MEET OR EXCEED NATIONAL BEST 3
PRACTICES; 4
(12) ESTABLISHING MINIMUM STANDARDS FOR CYBERS ECURITY AND 5
CYBERSECURITY TRAINI NG FOR THE STATEWIDE 2–1–1 AND 3–1–1 SYSTEM AND 6
COUNTY 3–1–1 SYSTEMS, IN CONSULTATION WITH THE DEPARTMENT OF 7
INFORMATION TECHNOLOGY ; 8
(13) ESTABLISHING MINIMUM PERFORMANCE STANDARDS FOR 9
OVERSIGHT AND ACCOUN TABILITY FOR THE STATEWIDE 2–1–1 AND 3–1–1 SYSTEM 10
AND COUNTY 3–1–1 SYSTEMS; AND 11
(14) SUPPORTING CUSTOMER SERVICE SPECIALIST RECRUITME NT 12
ACTIVITIES CONSISTIN G OF: 13
(I) A DATABASE THAT OFFE RS INFORMATION ON 14
RECRUITMENT GUIDANCE , BEST PRACTICES , AND STRATEGIES ; 15
(II) RECRUITMENT PROJECTS , INCLUDING RECRUITMEN T 16
PROJECTS DESIGNED TO REACH SOCIALLY DISADVANT AGED INDIVIDUALS ; AND 17
(III) A WEBSITE THAT CONTA INS LINKS TO JOB OPP ORTUNITIES 18
THROUGHOUT THE STATE FOR CUSTOMER SERVICE SPECIALISTS. 19
(C) THE REQUIREMENTS ESTA BLISHED BY THE BOARD UNDER SUBSECTIO N 20
(B) OF THIS SECTION SHAL L BE BASE D ON AVAILABLE TECHN OLOGY AND 21
EQUIPMENT. 22
(D) THE STANDARDS ESTABLI SHED BY THE BOARD UNDER SUBSECTIO N 23
(B)(10) OF THIS SECTION SHAL L INCLUDE PROCEDURES FOR: 24
(1) THE SECURITY OF RECO RDS; 25
(2) THE ESTABLISHMENT AN D REVISION OF RECORD RETENTION AND 26
DISPOSAL SCHEDULES TO ENS URE THE PROMPT AND O RDERLY DISPOSITION O F 27
RECORDS, INCLUDING ELECTRONIC RECORDS, THAT ARE NO LONGER N EEDED FOR 28
OPERATION; AND 29
(3) THE MAINTENANCE OF I NVENTORIES OF RECORD S SERIES THAT 30
ARE ACCURATE AND COM PLETE. 31
SENATE BILL 1068 17
(E) (1) THE STANDARDS ESTABLI SHED BY THE BOARD UNDER 1
SUBSECTION (B)(11) OF THIS SECTION SHAL L INCLUDE ONBOARDING STANDARDS 2
FOR NEWLY HIRED CUSTOMER SERVICE SPECIALISTS AND MINI MUM CONTINUING 3
EDUCATION REQUIREMENTS FOR CUSTOMER SERVICE SPECIALISTS. 4
(2) (I) AT LEAST ONCE EACH YEAR , THE BOARD SHALL PROVIDE 5
FOR AN AUDIT OF EACH NONEMERGENCY ANSWERING POINT IN O RDER TO ENSURE 6
THAT CUSTOMER SERVICE SPECIALISTS AND OTHE R PERSONNEL HAVE SAT ISFIED 7
THE TRAINING REQUIRE MENTS ESTABLISHED IN ACCORDANCE WITH SUBS ECTION 8
(B)(11) OF THIS SECTION. 9
(II) THE AUDIT DESCRIBED U NDER SUBPARAGRAPH (I) OF THIS 10
PARAGRAPH MAY BE CON DUCTED CONCURRENTLY WITH AN INSPECTION O F THE 11
NONEMERGENCY ANSWERI NG POINT IN ACCORDAN CE WITH SUBSECTION (B)(8) OF 12
THIS SECTION. 13
(F) THE BOARD SHALL ESTABLISH STANDARDS GOVERNING THE 14
PROCESSING OF 2–1–1 AND 3–1–1 REQUESTS FOR ASSISTA NCE THAT: 15
(1) MINIMIZE THE TRANSFE R OF THOSE REQUESTS FROM THE 16
NONEMERGENCY ANSWERING POINT THAT RECEIVED THE REQUEST TO OTHER 17
STATE OR LOCAL AGENCI ES, PROGRAMS, OR DEPARTMENTS WITHIN OR OU TSIDE 18
THE STATE, WHEN PRACTICABLE ; AND 19
(2) FOLLOW BEST PRACTICE S FOR TRANSFERRING R EQUESTS TO 20
ENSURE THE OPTIMAL R ESPONSE. 21
2–606. 22
(A) ON OR BEFORE JULY 1, 2025, THE BOARD SHALL: 23
(1) ESTABLISH A WEBSITE THAT PROVIDES INFORM ATION ABOUT THE 24
STATEWIDE 2–1–1 AND 3–1–1 SYSTEM AND COUNTY 3–1–1 SYSTEMS AND A PORTAL 25
FOR SUBMITTING QUEST IONS ABOUT THE STATE WIDE 2–1–1 AND 3–1–1 SYSTEM AND 26
COUNTY 3–1–1 SYSTEMS; 27
(2) DESIGNATE A COUNTY L IAISON TO COORDINATE WITH ALL 28
COUNTIES TO ENSURE T HE STATEWIDE 2–1–1 AND 3–1–1 SYSTEM IS OPERATING 29
EFFECTIVELY; 30
(3) INSTITUTE PROPER HIR ING AND TRAINING STA NDARDS FOR 31
CUSTOMER SERVICE SPE CIALISTS AND KNOWLED GE MANAGERS IN THE S TATEWIDE 32
2–1–1 AND 3–1–1 SYSTEM; AND 33 18 SENATE BILL 1068
(4) COMMUNICATE WITH THE STATE’S REPRESENTATIVES IN THE 1
U.S. CONGRESS TO REQUEST F EDERAL FUNDING TO SU PPORT THE STATEWIDE 2
2–1–1 AND 3–1–1 SYSTEM. 3
(B) ON OR BEFORE JULY 1, 2026, THE BOARD SHALL: 4
(1) OBTAIN THE TECHNOLOG Y INFRASTRUCTURE NEC ESSARY TO 5
SUPPORT THE STATEWID E 2–1–1 AND 3–1–1 SYSTEM; 6
(2) ESTABLISH: 7
(I) THE DIGITS 2–1–1 AND 3–1–1 AS THE PRIMARY TELEP HONE 8
NUMBERS THAT CAN BE DIALED B Y AN INDIVIDUAL TO A CCESS THE STATEWIDE 9
2–1–1 AND 3–1–1 SYSTEM IN A COUNTY T HAT HAS OPTED TO JOI N THE STATEWIDE 10
2–1–1 AND 3–1–1 SYSTEM; AND 11
(II) THE DIGITS 3–1–1 AS THE PRIMARY TELEP HONE NUMBER 12
THAT CAN BE DIALED B Y AN INDIVIDUAL TO A CCESS A COUNTY 3–1–1 SYSTEM IN A 13
COUNTY THAT HAS ESTA BLISHED A COUNTY 3–1–1 SYSTEM; 14
(3) DEVELOP OPERATING PR OCEDURES FOR THE STA TEWIDE 2–1–1 15
AND 3–1–1 SYSTEM TO COORDINATE CALLS AMONG THE 9–1–1 AND 9–8–8 16
ABBREVIATED DIALING CODES; 17
(4) DEVELOP WRITTEN AGRE EMENTS TO ENSURE A C LEAR 18
UNDERSTANDING OF WHI CH SPECIFIC REQUESTS FOR NONEMERGENCY 19
INFORMATION WILL BE REFERRED TO EACH ENT ITY; 20
(5) IN CONSULTA TION WITH THE MARYLAND CYBERSECURITY 21
COUNCIL ESTABLISHED U NDER § 9–2901 OF THE STATE GOVERNMENT ARTICLE, 22
ESTABLISH AND MAINTA IN CYBERSECURITY STA NDARDS FOR THE STATE WIDE 23
2–1–1 AND 3–1–1 SYSTEM THAT MEET OR EXCEED NATIONAL INDUSTRY BE ST 24
PRACTICES; 25
(6) ESTABLISH A SYSTEM F OR GATHERING AND MAI NTAINING 26
CURRENT INFORMATION TO BE PROVIDED TO TH E PUBLIC BY THE STAT EWIDE 27
2–1–1 AND 3–1–1 SYSTEM; AND 28
(7) DEVELOP A STATEWIDE MARKETIN G CAMPAIGN TO EDUCAT E THE 29
PUBLIC ABOUT : 30
(I) THE STATEWIDE 2–1–1 AND 3–1–1 SYSTEM; AND 31 SENATE BILL 1068 19
(II) THE DIFFERENCES AMON G THE 2–1–1, 3–1–1, 9–1–1, AND 1
9–8–8 ABBREVIATED DIALING CODES. 2
(C) ON OR BEFORE JULY 1, 2027, THE BOARD SHALL BEGIN CON DUCTING 3
THE MARKETING CAMPAI GN DEVELOPED UNDER S UBSECTION (B)(7) OF THIS 4
SECTION. 5
2–607. 6
(A) (1) THERE IS A STATEWIDE 2–1–1 AND 3–1–1 SYSTEM UNDER THE 7
DEPARTMENT . 8
(2) ON OR BEFORE JULY 1, 2027, THE STATEWIDE 2–1–1 AND 3–1–1 9
SYSTEM SHALL BE FULL Y OPERATIONAL . 10
(B) THE STATEWIDE 2–1–1 AND 3–1–1 SYSTEM SHALL COMPLY WITH ALL 11
APPLICABLE REQUIREME NTS, STANDARDS, AND PROCEDURES ESTAB LISHED BY THE 12
BOARD UNDER § 2–605 OF THIS SUBTITLE. 13
(C) THE DEPARTMENT SHALL PROV IDE ALL TECHNOLOGY , EQUIPMENT, 14
AND FACILITIES FOR T HE STATEWIDE 2–1–1 AND 3–1–1 SYSTEM. 15
(D) THE DEPARTMENT OF INFORMATION TECHNOLOGY SHALL PROV IDE 16
TECHNICAL ASSISTANCE TO THE DEPARTMENT TO AID IN COMPLIANCE WITH THIS 17
SUBTITLE. 18
(E) THE BOARD AND THE DEPARTMENT SHALL COOR DINATE WITH ALL 19
COUNTIES TO EFFECTIV ELY CARRY OUT THE D UTIES OF THIS SUBTIT LE. 20
(F) A NONEMERGENCY ANSWERI NG POINT MAY BE LOCA TED AT A PUBLIC 21
SAFETY ANSWERING POI NT UNDER TITLE 1, SUBTITLE 3 OF THE PUBLIC SAFETY 22
ARTICLE. 23
2–608. 24
(A) THE DEPARTMENT IS RESPONS IBLE FOR ALL COSTS A ND EXPENSES 25
ASSOCIATED WITH ES TABLISHING, MAINTAINING, AND OPERATING THE ST ATEWIDE 26
2–1–1 AND 3–1–1 SYSTEM. 27
(B) THE SECRETARY MAY APPLY F OR, RECEIVE, AND SPEND STATE AND 28
FEDERAL FUNDS AND ANY OUTSIDE FUND S TO CARRY OUT THE POW ERS AND DUTIES 29
OF THIS SUBTITLE. 30 20 SENATE BILL 1068
(C) THE DEPARTMENT IS RE SPONSIBLE FOR ANY FE ES ASSOCIATED WITH 1
AN INDIVIDUAL DIALIN G THE DIGITS 2–1–1 OR 3–1–1 TO AN ESTABLISHED 2
NONEMERGENCY ANSWERING POINT . 3
2–609. 4
(A) ON OR BEFORE JULY 1, 2025, THE GOVERNING BODY O F EACH COUNTY 5
SHALL: 6
(1) ENTER INTO AN AGREEM ENT WITH THE DEPARTMENT TO JOIN 7
THE STATEWIDE 2–1–1 AND 3–1–1 SYSTEM UNDER § 2–607 OF THIS SUBTITLE; OR 8
(2) NOTIFY THE DEPARTMENT THAT THE C OUNTY WILL BE 9
ESTABLISHING AND ADM INISTERING A COUNTY 3–1–1 SYSTEM, OR CONTINUING TO 10
ADMINISTER AN EXISTI NG COUNTY 3–1–1 SYSTEM, IN ACCORDANCE WITH § 2–610 OF 11
THIS SUBTITLE. 12
(B) A COUNTY THAT ELECTS T O ESTABLISH AND ADMI NISTER A COUNTY 13
3–1–1 SYSTEM UNDER SUBSECT ION (A)(2) OF THIS SECTION AS A N ALTERNATIVE TO 14
THE STATEWIDE 2–1–1 AND 3–1–1 SYSTEM SHALL HAVE TH E COUNTY 3–1–1 SYSTEM 15
FULLY OPERATIONAL ON OR BEFORE JULY 1, 2027. 16
2–610. 17
(A) SUBJECT TO § 2–609 OF THIS SUBTITLE , THE GOVERNING BODY O F A 18
COUNTY MAY ESTABLISH A COUNTY 3–1–1 SYSTEM. 19
(B) (1) A COUNTY 3–1–1 SYSTEM SHALL COMPLY WITH ALL APPLICABLE 20
REQUIREMENTS , STANDARDS, AND PROCEDURES ESTAB LISHED BY THE BOARD 21
UNDER § 2–605 OF THIS SUBTITLE. 22
(2) IF A COUNTY 3–1–1 SYSTEM VIOLATES PARA GRAPH (1) OF THIS 23
SUBSECTION, THE DEPARTMENT MAY : 24
(I) ISSUE A WARNING ; AND 25
(II) IF AFTER A WARNING H AS BEEN ISSUED AND T HE SAME 26
VIOLATION OCCURS OR THE IDENTIFIED VIOLA TION HAS NOT BEEN CO RRECTED IN 27
A TIMELY MANNER , ASSUME CONTROL OF TH E COUNTY 3–1–1 SYSTEM AND 28
INTEGRATE THE COUNTY 3–1–1 SYSTEM INTO THE ST ATEWIDE 2–1–1 AND 3–1–1 29
SYSTEM. 30
SENATE BILL 1068 21
(C) A COUNTY THAT ESTABLIS HES AND ADMINISTERS A FULLY 1
OPERATIONAL COUNTY 3–1–1 SYSTEM IN ACCORDANCE WITH SUBSECTION (B) OF 2
THIS SECTION IS RESP ONSIBLE FOR: 3
(1) THE PROPER TRAINING AND HIRING OF CUSTOMER SERVICE 4
SPECIALISTS AND STAFF FOR TH E COUNTY 3–1–1 SYSTEM; 5
(2) PROVIDING THE PROPER TECHNOLOGY , EQUIPMENT, AND 6
FACILITIES FOR THE C OUNTY 3–1–1 SYSTEM; AND 7
(3) ALL COSTS AND EXPENS ES ASSOCIATED WITH E STABLISHING, 8
MAINTAINING, AND OPERATING A COUN TY 3–1–1 SYSTEM. 9
(D) (1) A COUNTY SHALL ESTABLISH A KNOWLEDG E MANAGER POSITION 10
TO PROVIDE SUPPORT F OR THE COUNTY 3–1–1 SYSTEM. 11
(2) A KNOWLEDGE MANAGER FO R A COUNTY 3–1–1 SYSTEM SHALL 12
COMPLY WITH APPLICAB LE REQUIREMENTS , PROCEDURES , AND STANDARDS 13
ESTABLISHED BY THE BOARD. 14
(E) THIS SECTION DOES NOT PRECLUDE A COUNTY FR OM ESTABLISHING 15
MORE STRINGENT REQUI REMENTS FOR A COUNTY 3–1–1 SYSTEM THAN THOSE 16
ESTABLISHED BY THE BOARD UNDER § 2–605 OF THIS SUBTITLE. 17
(F) (1) THE GOVERNING BODY OF A COUNTY MAY ELECT T O JOIN THE 18
STATEWIDE 2–1–1 AND 3–1–1 SYSTEM AT ANY TIME . 19
(2) A GOVERNING BODY OF A COUNTY THAT ELECTS T O JOIN THE 20
STATEWIDE 2–1–1 AND 3–1–1 SYSTEM SHALL DISCONT INUE THE COUNTY 3–1–1 21
SYSTEM. 22
(G) (1) SUBJECT TO PARAGRAPH (2) OF THIS SUBSECTION , THE BOARD 23
MAY REMOVE A COU NTY FROM THE STATEWI DE 2–1–1 AND 3–1–1 SYSTEM IF THE 24
GOVERNING BODY OF A COUNTY REQUESTS TO L EAVE. 25
(2) THE BOARD SHALL REQUIRE A N AFFIRMATIVE VOTE O F 26
TWO–THIRDS OF ALL MEMBER S TO REMOVE A COUNTY FROM THE STATEWIDE 2–1–1 27
AND 3–1–1 SYSTEM. 28
(3) IF A COUNTY IS REMOVED FROM THE STATEWIDE 2–1–1 AND 29
3–1–1 SYSTEM, THE GOVERNING BODY O F THE COUNTY SHALL E STABLISH A COUNTY 30
3–1–1 SYSTEM. 31
22 SENATE BILL 1068
(4) A COUNTY REMOVED FROM THE STATEWIDE 2–1–1 AND 1
3–1–1 SYSTEM UNDER THIS SU BSECTION SHALL CONTI NUE TO PROVIDE 2–1–1 2
SERVICE THROUGH THE STATEWIDE 2–1–1 AND 3–1–1 SYSTEM. 3
2–611. 4
(A) THE STATEWIDE 2–1–1 AND 3–1–1 SYSTEM AND COUNTY 3–1–1 SYSTEMS 5
SHALL UTILIZE STANDA RDS–BASED PROTOCOLS FOR : 6
(1) THE PROCESSING OF 3–1–1 REQUESTS FOR NONEMER GENCY 7
SERVICES, RESOURCES, REFERRALS, AND INFORMATION ; AND 8
(2) IMMEDIATELY TRANSFER RING EMERGENCY REQUE STS FOR 9
ASSISTANCE TO A PUBL IC SAFETY ANSWERING POINT UNDER TITLE 1, SUBTITLE 3 10
OF THE PUBLIC SAFETY ARTICLE. 11
(B) THE DEPARTMENT SHALL ENSU RE THAT CUSTOMER SERVICE 12
SPECIALISTS HAVE PRO PER TRAINING RELATED TO 3–1–1 REQUESTS FOR 13
ASSISTANCE THAT THE CUSTOMER SERVICE SPECIALIST IS RESPON SIBLE FOR 14
RECEIVING AND PROCES SING. 15
(C) THE DEPARTMENT MAY ESTABL ISH A TELECOMMU NICATOR RESPONSE 16
TEAM TO RESPOND TO , RELIEVE, ASSIST, OR AUGMENT A NONEMER GENCY 17
ANSWERING POINT WHEN A NONEMERGENCY ANSWERING POINT IS A FFECTED BY 18
NATURAL OR HUMAN –MADE DISASTERS . 19
(D) THE DEPARTMENT SHALL PROV IDE OPPORTUNITIES FO R: 20
(1) CUSTOMER SERVICE SPECIALISTS TO RECEI VE TRAINING AND 21
EXPERIENCE TO BECOME 9–1–1 SPECIALISTS; AND 22
(2) 9–1–1 SPECIALISTS WITH EXT ENSIVE EXPERIENCE TO PROVIDE 23
TRAINING AND MENTORI NG TO 3–1–1 SPECIALISTS. 24
2–612. 25
(A) SERVICES AVAILABLE TH ROUGH THE STATEWIDE 2–1–1 AND 3–1–1 26
SYSTEM AND COUNTY 3–1–1 SYSTEMS SHALL INCLUD E: 27
(1) INFORMATION ABOUT NO NEMERGENCY SERVICES , RESOURCES, 28
AND INFORMATION ; 29
(2) IMMEDIATE TRANSFERRI NG OF EMERGENCY CALL S TO A PUBLIC 30
SAFETY ANSWERING POI NT UNDER TITLE 1, SUBTITLE 3 OF THE PUBLIC SAFETY 31 SENATE BILL 1068 23
ARTICLE; 1
(3) INFORMATION ABOUT PU BLIC HEALTH EMERGENC IES; 2
(4) INFORMATION ABOUT AN IMAL CONTROL SERVICE S; 3
(5) INFORMATION ABOUT TR ASH AND RECYCLING SE RVICES; 4
(6) (I) FOR THE STATEWIDE 2–1–1 AND 3–1–1 SYSTEM, 5
INFORMATION AND REFE RRALS FOR HEALTH AND HUMAN S ERVICES; OR 6
(II) IN A COUNTY WITH A C OUNTY 3–1–1 SYSTEM, THE ABILITY 7
TO TRANSFER REQUESTS FOR INFORMATION AND REFERRALS FOR HEALTH AND 8
HUMAN SERVICES TO TH E STATEWIDE 2–1–1 AND 3–1–1 SYSTEM; 9
(7) ACCESS FOR INDIVIDUA LS WITH HEARIN G OR SPEECH 10
DISABILITIES AND OTHER DISABILITI ES; 11
(8) ACCESS FOR NON –ENGLISH–SPEAKING INDIVIDUALS ; AND 12
(9) ANY OTHER INFORMATIO N OR RESOURCES DETER MINED BY THE 13
BOARD AND THE DEPARTMENT . 14
(B) 2–1–1 AND 3–1–1 ARE THE PRIMARY NONEMERG ENCY TELEPHONE 15
NUMBERS IN THE STATEWIDE 2–1–1 AND 3–1–1 SYSTEM. 16
(C) EDUCATIONAL INFORMATI ON THAT RELATES TO T HE SERVICES , 17
RESOURCES, AND INFORMATION MADE AVAILABLE BY A NONEM ERGENCY 18
ANSWERING POINT SHAL L DESIGNATE 2–1–1 AND 3–1–1 AS NONEMERGENCY 19
TELEPHONE NUMBERS . 20
(D) (1) NONEMERGENCY ANSWERING POINTS SHA LL NOTIFY THE 21
APPROPRIATE STATE OR LOCAL AGENCI ES, PROGRAMS, OR DEPARTMENTS OF A 22
REQUEST FOR SERVICES , RESOURCES, REFERRALS, OR OTHER INFORMATION . 23
(2) WRITTEN GUIDELINES SH ALL BE DEVELOPED BY THE BOARD TO 24
GOVERN TH E REFERRAL OF REQUES TS FOR NONEMERGENCY SERVICES, 25
RESOURCES, REFERRALS, AND INFORMATION TO T HE APPROPRIATE STATE OR 26
LOCAL AGENCIES , PROGRAMS, OR DEPARTMENTS . 27
(3) STATE OR LOCAL AGENCI ES, PROGRAMS, AND DEPARTMENTS 28
WITH CONCURRENT JURI SDICTION SHALL HAVE WRITTEN AGREEMENTS T O ENSURE 29
A CLEAR UNDERSTANDIN G OF WHICH SPECIFIC REQUESTS FOR NONEMER GENCY 30 24 SENATE BILL 1068
SERVICES, RESOURCES, REFERRALS, OR OTHER INFORMATION WILL BE REFERRED 1
TO WHICH AGENCY , PROGRAM, OR DEPARTMENT . 2
(E) ON OR BEFORE JULY 1, 2026, THE DEPARTMENT SH ALL ENSURE THAT 3
INDIVIDUALS HAVE THE ABILITY TO ACCESS TH E STATEWIDE 2–1–1 AND 3–1–1 4
SYSTEM, OR A COUNTY 3–1–1 SYSTEM, THROUGH TEXT MESSAGI NG. 5
2–613. 6
(A) (1) ON OR BEFORE JULY 1, 2025, AND EACH JULY 1 THEREAFTER , 7
THE DEPARTMENT SHALL SUBM IT A REPORT ON THE I MPLEMENTATION OF THI S 8
SUBTITLE TO THE GOVERNOR AND , SUBJECT TO § 2–1257 OF THE STATE 9
GOVERNMENT ARTICLE, THE SENATE COMMITTEE ON EDUCATION, ENERGY, AND 10
THE ENVIRONMENT AND THE HOUSE HEALTH AND GOVERNMENT OPERATIONS 11
COMMITTEE. 12
(2) THE REPORT REQUIRED U NDER THIS SUBSECTION SHALL 13
INCLUDE: 14
(I) AN ANALYSIS OF THE E FFECTIVENESS OF THE STATEWIDE 15
2–1–1 AND 3–1–1 SYSTEM AND COUNTY 3–1–1 SYSTEMS; 16
(II) AN ANALYSIS OF ANY C HALLENGES TO THE 17
IMPLEMENTATION OF TH IS SUBTITLE AND ANY REC OMMENDED SOLUTIONS ; 18
(III) ANY SUGGESTED CHANGE S TO THIS SUBTITLE; AND 19
(IV) ANY OTHER INFORMATIO N CONSIDERED NECESSA RY BY 20
THE DEPARTMENT . 21
(B) (1) ON OR BEFORE JULY 1, 2030, THE BOARD SHALL SUBMIT A 22
REPORT ON THE STATEWIDE 2–1–1 AND 3–1–1 SYSTEM AND COUNTY 3–1–1 SYSTEMS 23
TO THE GOVERNOR AND , SUBJECT TO § 2–1257 OF THE STATE GOVERNMENT 24
ARTICLE, THE SENATE COMMITTEE ON EDUCATION, ENERGY, AND THE 25
ENVIRONMENT AND THE HOUSE HEALTH AND GOVERNMENT OPERATIONS 26
COMMITTEE. 27
(2) THE REPORT REQUIRED UNDER THIS SUBSECTION SHAL L 28
INCLUDE: 29
(I) THE NUMBER OF INDIVI DUALS WHO CONTACTED 2–1–1, BY 30
YEAR; 31
SENATE BILL 1068 25
(II) THE NUMBER OF INDIVI DUALS WHO CONTACTED 3–1–1, BY 1
YEAR; 2
(III) THE NUMBER OF 2–1–1 AND 3–1–1 REQUESTS THAT WERE 3
TRANSFERRED TO 9–1–1 AND 9–8–8; 4
(IV) THE NUMBER OF 9–1–1 AND 9–8–8 REQUESTS 5
TRANSFERRED TO 2–1–1 AND 3–1–1; 6
(V) THE METHODS USED FOR ACCESSING THE STATEW IDE 7
2–1–1 AND 3–1–1 SYSTEM, SUCH AS BY VOICE CAL L, TEXT MESSAGING , WEBSITE, OR 8
OTHER MODALITIES , AND THE NUMBE R OF REQUESTS USING EACH METHOD ; 9
(VI) COMMON REASONS INDIV IDUALS DIALED 2–1–1 OR 3–1–1; 10
(VII) ANY ISSUES WITH THE INTEROPERABILITY AND 11
ACCESSIBILITY OF THE STATEWIDE 2–1–1 AND 3–1–1 SYSTEM; AND 12
(VIII) A RECOMMENDATION ON WHETHER THE STATEWID E 2–1–1 13
AND 3–1–1 SYSTEM SHOULD CONTIN UE TO BE MANAGED BY THE DEPARTMENT , OR 14
WHETHER IT WOULD BE MORE APPROPRIATE FOR THE STATEWIDE 2–1–1 AND 15
3–1–1 SYSTEM TO BE TRANSFE RRED TO ANOTHER SPEC IFIC AGENCY OR ENTIT Y. 16
SECTION 3. AND BE IT FURTHER ENACTED, That, on or before December 31, 17
2024, the Department, in consultation with 2–1–1 Maryland, shall report to the Governor 18
and, subject to § 2–1257 of the State Government Article, to the General Assembly on the 19
activities performed under § 2–603(e) of the Human Services Article, as enacted by Section 20
2 of this Act. 21
SECTION 4. AND BE IT FURTHER ENACTED, That the terms of the initial 22
members of the Maryland 2–1–1 and 3–1–1 Board shall expire as follows: 23
(1) seven members in 2026; 24
(2) seven members in 2027; and 25
(3) six members in 2028. 26
SECTION 5. AND BE IT FURTHER ENACTED, That this Act shall take effect July 27
1, 2024. 28