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