WES MOORE, Governor Ch. 450
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Chapter 450
(Senate Bill 1068)
AN ACT concerning
Human Services – 2–1–1 and 3–1–1 Systems – Nonemergency Information and
Referrals
Department of Information Technology – Evaluation and Development of a
3–1–1 Portal Using Artificial Intelligence
FOR the purpose of establishing the Maryland 2–1–1 and 3–1–1 Board to take certain
actions relating to the establishment of a statewide 3–1–1 system and county 3–1–1
systems and the integration of the 2–1–1 system into a statewide 2–1–1 and 3–1–1
system; establishing a statewide 3–1–1 system under the Department of Human
Services to provide certain nonemergency information and referrals, subject to
certain requirements; requiring a county to be responsible for certain costs and
expenses associated with a county 3–1–1 system; stating the intent of the General
Assembly that the Department of Information Technology evaluate the feasibility of
creating a 3–1–1 portal utilizing artificial intelligence and that the Department
prioritize the creation of the portal if feasible; and generally relating to 2–1–1 and
3–1–1 systems and nonemergency information and referrals artificial intelligence
and the 3–1–1 system.
BY transferring
Article – Health – General
Section 24–1203, 24–1204, and 24–1205
Annotated Code of Maryland
(2023 Replacement Volume)
to be
Article – Human Services
Section 2–603, 2–603.1, and 2–603.2, respectively
Annotated Code of Maryland
(2019 Replacement Volume and 2023 Supplement)
BY repealing
Article – Health – General
Section 24–1201 and 24–1202 and the subtitle “Subtitle 12. Health and Human
Services Referral System”
Annotated Code of Maryland
(2023 Replacement Volume)
BY repealing and reenacting, without amendments,
Article – State Finance and Procurement
Section 14–301(a) and (l)
Annotated Code of Maryland
(2021 Replacement Volume and 2023 Supplement) Ch. 450 2024 LAWS OF MARYLAND
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BY repealing and reenacting, without amendments,
Article – Public Safety
Section 1–301(a), (o), (t), and (u)
Annotated Code of Maryland
(2022 Replacement Volume and 2023 Supplement)
BY adding to
Article – Human Services
Section 2–601, 2–602, and 2–604 through 2–613 to be under the new subtitle
“Subtitle 6. 2–1–1 and 3–1–1 Systems”
Annotated Code of Maryland
(2019 Replacement Volume and 2023 Supplement)
BY repealing and reenacting, with amendments,
Article – Human Services
Section 2–603, 2–603.1, and 2–603.2
Annotated Code of Maryland
(2019 Replacement Volume and 2023 Supplement)
(As enacted by Section 1 of this Act)
SECTION 1. BE IT ENACTED BY THE GENERAL ASSEMBLY OF MARYLAND,
That Section(s) 24–1203, 24–1204, and 24–1205 of Article – Health – General of the
Annotated Code of Maryland be transferred to be Section(s) 2–603, 2–603.1, and 2–603.2,
respectively, of Article – Human Services of the Annotated Code of Maryland.
SECTION 2. AND BE IT FURTHER ENACTED, That the Laws of Maryland read
as follows:
Article – Health – General
[Subtitle 12. Health and Human Services Referral System.]
[24–1201.
(a) In this subtitle the following words have the meanings indicated.
(b) “Health and Human Services Referral System” means telephone service that
automatically connects an individual dialing the digits 2–1–1 to an established information
and referral answering point.
(c) “2–1–1” means the abbreviated dialing code assigned by the Federal
Communications Commission for consumer access to community information and referral
services.
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(d) “2–1–1 Maryland” means the Maryland Information Network, 2 –1–1
Maryland, a 501(c)(3) corporation in the State.
(e) “2–1–1 Maryland call center” means a nonprofit agency or organization
designated by 2–1–1 Maryland to provide 2–1–1 services.]
[24–1202.
(a) The General Assembly:
(1) Recognizes the importance of a statewide information and referral
system for health and human services;
(2) Recognizes that an integrated telephone system would provide a single
source for information and referral to health and human se rvices, community
preparedness, and crisis information and could be accessed toll free from anywhere in
Maryland, 24 hours a day, 365 days a year;
(3) Acknowledges that the three–digit number, 2–1–1, is a nationally
recognized and applied telephone number which may be used for information and referral
and eliminates delays caused by lack of familiarity with health and human services
numbers and by understandable confusion in circumstances of crisis; and
(4) Recognizes a demonstrated need for an easy to remember, easy to use
telephone number that will enable individuals in need to be directed to available
community resources.
(b) The purpose of this subtitle is to establish the three–digit number, 2–1–1, as
the primary information and referral telephone number for health and human services in
the State.]
Article – State Finance and Procurement
14–301.
(a) In this subtitle the following words have the meanings indicated.
(l) “Socially disadvantaged individual” means an individual who has been
subjected to racial or ethnic prejudice or cultural bias within American society because of
membership in a group and without regard to individual qualities. Social disadvantage
must stem from circumstances beyond the control of the individual.
Article – Public Safety
1–301.
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(a) In this subtitle the following words have the meanings indicated.
(o) “9–1–1 specialist” means an employee of a county public safety answering
point, or an employee working in a county public safety answering point, whose duties and
responsibilities include:
(1) receiving and processing 9–1–1 requests for emergency services;
(2) other support functions directly related to 9–1–1 requests for
emergency services; or
(3) dispatching law enforcement officers, fire rescue services, emergency
medical services, and other public safety services to the scene of an emergency.
(t) “Public safety agency” means:
(1) a functional division of a public agency that provides fire fighting,
police, medical, or other emergency services; or
(2) a private entity that provides fire fighting, police, medical, or other
emergency services on a voluntary basis.
(u) “Public safety answering point” means a communications facility that:
(1) is operated on a 24–hour basis;
(2) first receives 9–1–1 requests for emergency services in a 9–1–1 service
area; and
(3) as appropriate:
(i) dispatches public safety services directly;
(ii) transmits incident data to appropriate public safety agencies
within the State for the dispatch of public safety services; or
(iii) transfers 9–1–1 requests for emergency services or transmits
incident data to:
1. an appropriate federal emergency communication center
responsible for the delivery of public safety services on a federal campus or federal
reservation; or
2. an appropriate public safety answering point located
within or outside the State.
WES MOORE, Governor Ch. 450
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Article – Human Services
SUBTITLE 6. 2–1–1 AND 3–1–1 SYSTEMS.
2–601.
(A) IN THIS SUBTITLE THE FOLLOWING WORDS HAVE THE MEANINGS
INDICATED.
(B) “BOARD” MEANS THE MARYLAND 2–1–1 AND 3–1–1 BOARD.
(C) (1) “COUNTY 3–1–1 SYSTEM” MEANS A SERVICE THAT :
(I) IS ESTABLISHED UNDER § 2–610 OF THIS SUBTITLE AS AN
ALTERNATIVE TO THE S TATEWIDE 2–1–1 AND 3–1–1 SYSTEM FOR 3–1–1 CALLS
PLACED IN THE COUNTY ;
(II) MEETS THE REQUIREMEN TS ESTABLISHED UNDER THIS
SUBTITLE; AND
(III) AUTOMATICALLY CONNEC TS AN INDIVIDUAL DIA LING THE
DIGITS 3–1–1 TO AN ESTABLISHED NO NEMERGENCY ANSWERING POINT.
(2) “COUNTY 3–1–1 SYSTEM” INCLUDES:
(I) EQUIPMENT FOR :
1. CONNECTING AND OUTSW ITCHING 3–1–1 CALLS
WITHIN A TELEPHONE C ENTRAL OFFICE ; AND
2. ANY OTHER TECHNOLOGI CAL ADVANCEMENTS THA T
THE BOARD AND THE DEPARTMENT REQUIRE ;
(II) TRUNKING FACILITIES FROM A TELEPHONE CEN TRAL
OFFICE TO A NONEMERGENC Y ANSWERING POINT ;
(III) EQUIPMENT TO CONNECT 3–1–1 CALLS TO THE
APPROPRIATE STATE OR LOCAL AGENCI ES, PROGRAMS, OR DEPARTMENTS ; AND
(IV) EQUIPMENT TO CONNECT 3–1–1 CALLS TO THE STATEWI DE
2–1–1 AND 3–1–1 SYSTEM, AS APPROPRIATE .
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(D) “CUSTOMER SERVICE SPEC IALIST” MEANS AN EMPLOYEE OF A
NONEMERGENCY ANSWERI NG POINT WHOSE DUTIE S AND RESPONSIBILITI ES
INCLUDE:
(1) RECEIVING AND PROCES SING 2–1–1 AND 3–1–1 REQUESTS FOR
NONEMERGENCY SERVICE S, RESOURCES, REFERRALS, AND INFORMATION ;
(2) OTHER SUPPORT FUNCTI ONS DIRECTLY RELATED TO 2–1–1 AND
3–1–1 REQUESTS FOR NONEMER GENCY SERVICES , RESOURCES, REFERRALS, AND
INFORMATION ;
(3) TRANSMITTING QUESTIO NS AND CONCERNS TO A PPROPRIATE
STATE OR LOCAL AGENCI ES, PROGRAMS, OR DEPARTMENTS ; OR
(4) TRANSFERRING REQUEST S FOR EMERGENCY SERV ICES OR
TRANSMITTING INCIDEN T DATA TO THE 9–1–1 AND 9–8–8 SERVICES.
(E) “KNOWLEDGE MANAGER ” MEANS AN EMPLOYEE OF THE STATEWIDE
2–1–1 AND 3–1–1 SYSTEM OR A COUNTY 3–1–1 SYSTEM THAT PROVIDES SUPPORT BY:
(1) VERIFYING AND PROCES SING INFORMATION FOR DISTRIBUTION
BY THE STATEWIDE 2–1–1 AND 3–1–1 SYSTEM OR A COUNTY 3–1–1 SYSTEM;
(2) ESTABLISHING CHANNEL S FOR THE RECEIPT OF INFORMATION :
(I) FROM COUNTIES TO THE STATEWIDE 2–1–1 AND 3–1–1
SYSTEM OR A COUNTY 3–1–1 SYSTEM; AND
(II) FROM THE STATEWIDE 2–1–1 AND 3–1–1 SYSTEM TO
COUNTIES; AND
(3) PROVIDING INFORMATIO N TO BE USED BY THE STATEWIDE 2–1–1
AND 3–1–1 SYSTEM OR A COUNTY 3–1–1 SYSTEM.
(F) “9–1–1 SPECIALIST” HAS THE MEANING STAT ED IN § 1–301 OF THE
PUBLIC SAFETY ARTICLE.
(G) “NONEMERGENCY ANSWERIN G POINT” MEANS A COMMUNICATIO NS
FACILITY THAT:
(1) OPERATES THE STATEWI DE 2–1–1 AND 3–1–1 SYSTEM OR A
COUNTY 3–1–1 SYSTEM;
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(2) FIRST RECEIVES 2–1–1 AND 3–1–1 REQUESTS FOR INFORMA TION
ABOUT NONEMERGENCY S ERVICES, RESOURCES, REFERRALS, AND INFORMATION ;
AND
(3) AS APPROPRIATE :
(I) DIRECTLY PROVIDES NO NEMERGENCY INFORMATI ON
ABOUT GOVERNMENT AND COMMUNITY SERVICES , RESOURCES, REFERRALS, AND
INFORMATION ;
(II) TRANSMITS QUESTIONS AND CONCERNS TO BE R ESOLVED
BY STATE OR LOCAL AGENCI ES, PROGRAMS, DEPARTMENTS , OR COMMUNITY
RESOURCES; OR
(III) TRANSFERS REQUESTS F OR EMERGENCY SERVICE S OR
TRANSMITS INCIDENT D ATA TO:
1. AN APPROPRIATE PUBLIC S AFETY ANSWERING POIN T
LOCATED WITHIN OR OU TSIDE THE STATE; OR
2. AN APPROPRIATE FEDER AL EMERGENCY
COMMUNICATION CENTER RESPONSIBLE FOR THE DELIVERY OF PUBLIC S AFETY
SERVICES ON A FEDERA L CAMPUS OR FEDERAL RESERVATION .
(H) “PUBLIC SAFETY ANSWERING P OINT” HAS THE MEANING STAT ED IN §
1–301 OF THE PUBLIC SAFETY ARTICLE.
(I) “SOCIALLY DISADVANTAGE D INDIVIDUAL” HAS THE MEANING STAT ED
IN § 14–301 OF THE STATE FINANCE AND PROCUREMENT ARTICLE.
(J) (1) “STATEWIDE 2–1–1 AND 3–1–1 SYSTEM” MEANS A TELEPHONE
SERVICE THAT:
(I) MEETS THE REQUIREMEN TS ESTABLISHED UNDER THIS
SUBTITLE; AND
(II) AUTOMATICALLY CONNEC TS AN INDIVIDUAL DIA LING THE
DIGITS 2–1–1 OR 3–1–1 TO AN ESTABLISHED NO NEMERGENCY ANSWERING POINT.
(2) “STATEWIDE 2–1–1 AND 3–1–1 SYSTEM” INCLUDES:
(I) EQUIPMENT FOR :
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1. CONNECTING AND OUTSW ITCHING 2–1–1 AND 3–1–1
CALLS WITHIN A TELEPHONE C ENTRAL OFFICE ; AND
2. ANY OTHER TECHNOLOGI CAL ADVANCEMENTS THA T
THE BOARD AND THE DEPARTMENT REQUIRE ;
(II) TRUNKING FACILITIES FROM A TELEPHONE CEN TRAL
OFFICE TO A NONEMERGENCY ANSWERI NG POINT; AND
(III) EQUIPMENT TO CONNECT 2–1–1 AND 3–1–1 CALLS TO THE
APPROPRIATE STATE OR LOCAL AGENCI ES, PROGRAMS, OR DEPARTMENTS .
(3) “STATEWIDE 2–1–1 AND 3–1–1 SYSTEM” DOES NOT INCLUDE A
COUNTY 3–1–1 SYSTEM ESTABLISHED U NDER § 2–610 OF THIS SUBTITLE.
(K) “3–1–1” MEANS THE ABBREVIATE D DIALING CODE ASSIG NED BY THE
FEDERAL COMMUNICATIONS COMMISSION FOR CONSUM ER ACCESS TO
NONEMERGENCY POLICE AND OTHER GOV ERNMENT SERVICE S.
(L) “2–1–1” MEANS THE ABBREVIATE D DIALING CODE ASSIG NED BY THE
FEDERAL COMMUNICATIONS COMMISSION FOR CONSUM ER ACCESS TO COMMUNI TY
INFORMATION AND REFE RRAL SERVICES .
(M) “2–1–1 MARYLAND” MEANS THE MARYLAND INFORMATION NETWORK,
2–1–1 MARYLAND, A 501(C)(3) CORPORATION IN THE STATE.
2–602.
(A) THE GENERAL ASSEMBLY:
(1) RECOGNIZES THE IMPOR TANCE OF A STATEWIDE SYSTEM FOR
NONEMERGENCY SERVICE S, RESOURCES, AND INFORMATION TO R EDUCE THE
NUMBER OF NONEMERGEN CY REQUESTS FOR ASSI STANCE TO THE EMERGE NCY
9–1–1 SYSTEM UNDER TITLE 1, SUBTITLE 3 OF THE PUBLIC SAFETY ARTICLE;
(2) RECOGNIZES THAT A ST ATEWIDE INTEGRATED T ELEPHONE
SYSTEM FOR BOTH 2–1–1 AND 3–1–1 SERVICES, STAFFED BY CUSTOMER SERVICE
SPECIALISTS TRAINED IN RESPONDING TO BOT H 2–1–1 AND 3–1–1 REQUESTS,
WOULD PROVIDE A SING LE SOURCE FOR NONEME RGENCY INFORMATION A ND
REFERRAL TO STATE OR LOCAL AGENCI ES, PROGRAMS, AND DEPARTMENTS ;
(3) ACKNOWLEDGES THAT 2–1–1 AND 3–1–1 ARE NATIONALLY
RECOGNIZED AND APPLIE D TELEPHONE NUMBERS THAT MAY BE USED FOR WES MOORE, Governor Ch. 450
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INFORMATION AND REFE RRAL AND ELIMINATE D ELAYS CAUSED BY A LA CK OF
FAMILIARITY WITH THE CONTACT INFORMATION FOR STATE OR LOCAL AGENCI ES,
PROGRAMS, AND DEPARTMENTS AND BY UNDERSTANDABLE CO NFUSION; AND
(4) RECOGNIZES A DEMONST RATED NEED FOR AN
EASY–TO–REMEMBER , EASY–TO–USE TELEPHONE NUMBER THAT WILL ENABLE
INDIVIDUALS IN NEED TO RECEIVE NONEMERGE NCY SERVICES , RESOURCES,
REFERRALS, AND INFORMATION .
(B) THIS SUBTITLE:
(1) ESTABLISHES 3–1–1 AS A STATEWIDE INFORMAT ION AND
REFERRAL TELEPHONE N UMBER FOR NONEMERGEN CY SERVICES, RESOURCES, AND
INFORMATION ; AND
(2) INTEGRATES 3–1–1 AND THE EXISTING 2–1–1 SYSTEM INTO A
UNIFIED STATEWIDE 2–1–1 AND 3–1–1 SYSTEM.
2–603.
(a) THIS SECTION DOES NOT APPLY TO:
(1) A COUNTY 3–1–1 SYSTEM; OR
(2) A NONEMERGENCY ANSWE RING POINT USED EXCL USIVELY AS
PART OF A COUNTY 3–1–1 SYSTEM.
(B) Except as provided in subsection [(c)] (D) of this section, an agency or
organization shall be approved by 2–1–1 Maryland as a [2–1–1 Maryland call center]
NONEMERGENCY ANSWERI NG POINT in order to provide 2–1–1 AND 3–1–1 services [in
the State].
[(b)] (C) When approving a [2–1–1 service provider] NONEMERGENCY
ANSWERING POINT , 2–1–1 Maryland shall consider:
(1) the ability of the proposed [2–1–1 service provider] NONEMERGENCY
ANSWERING POINT to meet the national 2–1–1 standards recommended by:
(i) the Alliance of Information and Referral Systems and adopted by
the National 2–1–1 Collaborative; or
(ii) an equivalent entity;
Ch. 450 2024 LAWS OF MARYLAND
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(2) the financial stability of the proposed [2–1–1 service provider]
NONEMERGENCY ANSWERI NG POINT;
(3) any community support for the proposed [2–1–1 service provider]
NONEMERGENCY ANSWERI NG POINT;
(4) any experience that the proposed [2–1–1 service provider]
NONEMERGENCY ANSWERI NG POINT has with other information and referral services;
(5) the degree to which the county in which the proposed [call center]
NONEMERGENCY ANSWERI NG POINT is to be located has dedicated substantial resources
to the establishment of a single telephone source for [non–emergency] NONEMERGENCY
inquiries regarding county services; and
(6) any other criteria that 2–1–1 Maryland considers appropriate.
[(c)] (D) If a unit of the State that provides health and human services
establishes a public information telephone line or hotline, the unit shall consult with
2–1–1 Maryland about using the STATEWIDE 2–1–1 AND 3–1–1 system to provide public
access to information.
[2–603.1.]
[(a)] (E) The Department shall, in consultation with 2–1–1 Maryland, as
appropriate:
(1) maintain public information available from State agencies, programs,
and departments that provide health and human services;
(2) [support projects and activities that further the development of 2–1–1
Maryland;
(3)] examine and make recommendations to maximize the use of
information technology in making 2–1–1 AND 3–1–1 services available throughout the
State;
[(4) evaluate the performance of each 2–1–1 Maryland call center;
(5) make recommendations to 2–1–1 Maryland regarding the quality of
service provided by call centers or the performance of call centers when issues related to
service quality and performance are presented to the Department;
(6) make recommendations regarding corrective action to be taken by a call
center, as appropriate;] and
WES MOORE, Governor Ch. 450
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[(7)] (3) make recommendations to 2 –1–1 Maryland regarding the
establishment of an opt–in mental health services phone call program that:
(i) requires a [call center] NONEMERGENCY ANSWERI NG POINT
to call individuals who have opted in to the mental health services phone call program on
a periodic basis, as determined by 2–1–1 Maryland; and
(ii) [attempts to connect] CONNECTS individuals to [a provider of
mental health services] 9–8–8 if the individual requests to speak to a mental health
provider during a call with 2–1–1 Maryland.
[(b)] (F) The Governor may include in the annual budget bill an appropriation
to the Department in an amount sufficient to carry out subsection [(a)(7)] (E)(3) of this
section.
[(c) On or before December 31, 2005, and every year thereafter, the Department,
in consultation with 2–1–1 Maryland, shall report to the Governor and, subject to § 2–1257
of the State Government Article, to the General Assembly on the activities performed under
subsection (a) of this section.]
[2–603.2.]
(G) Funding for the Department’s implementation of this subtitle is subject to:
(1) the availability of appropriated funds; and
(2) audit by the Office of Legislative Audits under § 2–1220 of the State
Government Article.
2–604.
(A) THERE IS A MARYLAND 2–1–1 AND 3–1–1 BOARD IN THE DEPARTMENT .
(B) (1) THE BOARD CONSISTS OF THE FOLLOWING MEMBERS :
(I) THE SECRETARY, OR THE SECRETARY’S DESIGNEE;
(II) THE SECRETARY OF INFORMATION TECHNOLOGY , OR THE
SECRETARY’S DESIGNEE;
(III) THE SECRETARY OF AGING, OR THE SECRETARY’S
DESIGNEE;
(IV) THE SECRETARY OF DISABILITIES, OR THE SECRETARY’S
DESIGNEE; Ch. 450 2024 LAWS OF MARYLAND
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(V) THE SECRETARY OF HEALTH, OR THE SECRETARY’S
DESIGNEE;
(VI) THE SECRETARY OF BUDGET AND MANAGEMENT , OR THE
SECRETARY’S DESIGNEE;
(VII) THE SECRETARY OF GENERAL SERVICES, OR THE
SECRETARY’S DESIGNEE;
(VIII) THE SECRETARY OF EMERGENCY MANAGEMENT , OR THE
SECRETARY’S DESIGNEE;
(IX) THE DIRECTOR OF COMMUNICATIONS FROM T HE OFFICE
OF THE GOVERNOR, OR THE DIRECTOR’S DESIGNEE;
(X) TWO MEMBERS OF THE G ENERAL PUBLIC, JOINTLY
APPOINTED BY THE SPEAKER OF THE HOUSE AND THE PRESIDENT OF THE SENATE;
(XI) TWO REPRESENTATIVES FROM THE MARYLAND
ASSOCIATION OF COUNTIES, APPOINTED BY THE EXECUTIVE DIRECTOR OF THE
MARYLAND ASSOCIATION OF COUNTIES;
(XII) ONE REPRES ENTATIVE OF A 501(C)(3) NONPROFIT
ORGANIZATION , APPOINTED BY MARYLAND NONPROFITS;
(XIII) ONE REPRESENTATIVE F ROM THE MARYLAND MUNICIPAL
LEAGUE, APPOINTED BY THE EXECUTIVE DIRECTOR OF THE MARYLAND
MUNICIPAL LEAGUE;
(XIV) THE CHIEF EXECUTIVE OFFICER OF 2–1–1 MARYLAND, OR
THE CHIEF EXECUTIVE OFFICER’S DESIGNEE; AND
(XV) THE FOLLOWING MEMBER S APPOINTED BY THE GOVERNOR:
1. ONE REPRESENTATIVE F ROM THE
TELECOMMUNICATIONS I NDUSTRY;
2. ONE REPRESENTATIVE F ROM THE CYBERSECURIT Y
INDUSTRY, PARTICULARLY IN THE FIELD OF COMMUNICATI ON NETWORKS ;
3. ONE REPRESENTATIVE F ROM A PUBLIC SAFETY
ANSWERING POINT THAT IS LOCATED IN AN URB AN AREA OF THE STATE; AND
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4. ONE REPRESENTATIVE F ROM A PUBLIC SAFETY
ANSWERING POINT THAT IS LOCATED IN A RUR AL AREA OF THE STATE.
(2) (I) ONE OF THE REPRESENTA TIVES APPOINTED UNDE R
PARAGRAPH (1)(XV)3 OR 4 OF THIS SUBSECTION S HALL BE A RESIDENT O F A COUNTY
THAT RECEIVED 3–1–1 SERVICES ON OR BEFOR E JULY 1, 2024.
(II) ONE OF THE REPRESENTA TIVES APPOINTED UND ER
PARAGRAPH (1)(XI) OF THIS SUBSECTION S HALL REPRESENT A COU NTY THAT
RECEIVED 3–1–1 SERVICES ON OR BEFOR E JULY 1, 2024.
(C) (1) THE TERM OF A MEMBER IS 4 YEARS.
(2) THE TERMS OF THE MEMB ERS ARE STAGGERED AS REQUIRED BY
THE TERMS PROVIDED F OR MEMBERS OF THE BOARD ON JULY 1, 2024.
(3) AT THE END OF A TERM , A MEMBER CONTINUES T O SERVE UNTIL
A SUCCESSOR IS APPOI NTED AND QUALIFIES .
(4) IF A VACANCY OCCURS A FTER A TERM HAS BEGU N, THE VACANCY
PROMPTLY SHALL BE FI LLED FOR THE UNEXPIR ED TERM IN THE SAME MANNER AS
IS REQUIRED FOR APPO INTMENT UNDER SUBSEC TION (B) OF THIS SECTION.
(D) (1) SUBJECT TO PARAGRAPH (2) OF THIS SUBSECTION , THE BOARD
SHALL PROMPTLY MEET TO ELECT A CHAIR AND A VICE CHAIR FROM AM ONG ITS
MEMBERS BY MAJORITY VOTE.
(2) IF THE CHAIR OR VICE CHAIR IS A M EMBER APPOINTED UNDE R
SUBSECTION (B)(1)(I) THROUGH (VIII) OF THIS SECTION , ANOTHER MEMBER
APPOINTED UNDER SUBS ECTION (B)(1)(I) THROUGH (VIII) OF THIS SECTION MAY
NOT SERVE AS CHAIR O R VICE CHAIR DURING THE SAME TERM .
(E) (1) THE BOARD SHALL MEET AS NEC ESSARY, BUT AT LEAST ONCE
EACH QUARTER .
(2) A MAJORITY OF THE BOARD IS A QUORUM .
(3) THE BOARD SHALL MAKE PUBL ICLY AVAILABLE ON IT S WEBSITE:
(I) EACH OPEN MEETING AG ENDA:
1. AT LEAST 48 HOURS IN ADVANCE OF EACH MEETING ;
OR
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2. IF THE MEETING IS BE ING HELD DUE TO AN
EMERGENCY , A NATURAL DISASTER , OR ANY OTHER UNANTIC IPATED SITUATION , AS
FAR IN ADVANCE OF TH E MEETING AS PRACTIC ABLE;
(II) MEETING MINUTES FROM THE PORTIONS OF A ME ETING
HELD IN OPEN SESSION , NOT MORE T HAN 2 BUSINESS DAYS AFTER THE MINUTES
ARE APPROVED ; AND
(III) LIVE VIDEO STREAMING OF EACH PORTION OF A MEETING
HELD IN OPEN SESSION .
(4) (I) THE BOARD SHALL APPROVE T HE MINUTES FROM AN O PEN
MEETING IN A TIMELY MANNER.
(II) EACH OPEN MEETING AGENDA SHALL INCLUDE
CONSIDERATION OF THE MINUTES FROM THE MOS T RECENT OPEN MEETIN G.
(5) THE BOARD SHALL MAINTAIN ON ITS WEBSITE:
(I) MEETING MINUTES MADE AVAILABLE UNDER PARA GRAPH
(3) OF THIS SUBSECTION F OR A MINIMUM OF 5 YEARS AFTER THE DATE OF THE
MEETING; AND
(II) A COMPLETE AND UNEDI TED ARCHIVED VIDEO R ECORDING
OF EACH OPEN MEETING FOR WHICH LIVE VIDEO STREAMING WAS MADE A VAILABLE
UNDER PARAGRAPH (3) OF THIS SUBSECTION F OR A MINIMUM OF 1 YEAR AFTER THE
DATE OF THE MEETING .
(F) A MEMBER OF THE BOARD:
(1) MAY NOT RECEIVE COMP ENSATION AS A MEMBER OF THE BOARD;
BUT
(2) IS ENTITLED TO REIMB URSEMENT FOR EXPENSE S UNDER THE
STANDARD STATE TRAVEL REGULATIONS, AS PROVIDED IN THE STATE BUDGET .
(G) THE DEPARTMENT SHALL PROV IDE STAFF TO THE BOARD, INCLUDING
A COORDINATOR WHO IS RESPONSIBLE FOR THE DAILY OPERATION OF T HE OFFICE
OF THE BOARD.
2–605.
WES MOORE, Governor Ch. 450
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(A) THE BOARD SHALL COORDINAT E THE ESTABLISHMENT ,
ENHANCEMENT , AND INTEROPERABILITY OF THE STATEWIDE 2–1–1 AND 3–1–1
SYSTEM AND COUNTY 3–1–1 SYSTEMS WITH THE DEPARTMENT .
(B) THE BOARD’S RESPONSIBILITIES I NCLUDE:
(1) ESTABLISHING REQUIRE MENTS, PROCEDURES , AND STANDARDS
FOR:
(I) THE STATEWIDE 2–1–1 AND 3–1–1 SYSTEM; AND
(II) ANY EXISTING COUNTY 3–1–1 SYSTEMS;
(2) ESTABLISHING PROCEDU RES TO REVIEW THE ST ATEWIDE 2–1–1
AND 3–1–1 SYSTEM AND COUNTY 3–1–1 SYSTEMS;
(3) TRANSMITTING THE REQ UIREMENTS AND PROCED URES
ESTABLISHED UNDER TH IS SECTION, AND ANY AMENDMENTS , TO EACH COUNTY
3–1–1 SYSTEM;
(4) TRANSFERRING ANY NEC ESSARY COMPONENTS OF A COUNTY
3–1–1 SYSTEM TO THE STATEW IDE 2–1–1 AND 3–1–1 SYSTEM IF THE GOVERN ING
BODY OF A COUNTY ELE CTS TO RECEIVE STATE WIDE 3–1–1 SERVICES;
(5) SUBMITTING TO THE SECRETARY EACH YEAR A SCHEDULE FOR
IMPLEMENTING T HIS SUBTITLE AND AN ESTIMATE OF FUNDING REQUIREMENTS
FOR THE STATEWIDE 2–1–1 AND 3–1–1 SYSTEM;
(6) ESTABLISHING , WITH INPUT FROM COUN TY 3–1–1 SYSTEMS,
GUIDELINES TO MAKE N ECESSARY IMPROVEMENT S TO THE STATEWIDE 2–1–1 AND
3–1–1 SYSTEM AND COUNTY 3–1–1 SYSTEMS;
(7) PROVIDING FOR THE AU DIT OF STATE AND COUNTY
EXPENDITURES FOR THE OPERATION AND MAINTE NANCE OF THE STATEWI DE 2–1–1
AND 3–1–1 SYSTEM AND COUNTY 3–1–1 SYSTEMS;
(8) INSPECTING NONEMERGE NCY ANSWERING POINTS ;
(9) ADOPTING PROCEDURES AND SAFEGUARDS TO ENSURE THAT
SENSITIVE INFORMATIO N SUBMITTED BY AN IN DIVIDUAL DIALING THE DIGITS
2–1–1 OR 3–1–1 TO A NONEMERGENCY AN SWERING POINT IS MAI NTAINED
CONFIDENTIALLY ;
Ch. 450 2024 LAWS OF MARYLAND
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(10) ESTABLISHING MINIMUM STANDARDS FOR RECORD S RETENTION
FOR 2–1–1 AND 3–1–1 AUDIO, PICTURES, VIDEO, TEXT MESSAGES , AND DATA IN THE
STATEWIDE 2–1–1 AND 3–1–1 SYSTEM AND COUNTY 3–1–1 SYSTEMS;
(11) ESTABLISHING TRAININ G STANDARDS FOR PERS ONNEL AT
NONEMERGENCY ANSWERI NG POINTS, INCLUDING KNOWLEDGE MANAGERS AND
CUSTOMER SERVICE SPE CIALISTS, THAT MEET OR EXCEED NATIONAL BEST
PRACTICES;
(12) ESTABLISHING MINIMUM STANDARDS FOR CYBERS ECURITY AND
CYBERSECURITY TRAINI NG FOR THE STATEWIDE 2–1–1 AND 3–1–1 SYSTEM AND
COUNTY 3–1–1 SYSTEMS, IN CONSULTATION WITH THE DEPARTMENT OF
INFORMATION TECHNOLOGY ;
(13) ESTABLISHING MINIMUM PERFORMANCE STANDARD S FOR
OVERSIGHT AND ACCOUN TABILITY FOR THE STA TEWIDE 2–1–1 AND 3–1–1 SYSTEM
AND COUNTY 3–1–1 SYSTEMS; AND
(14) SUPPORTING CUSTOMER SERVICE SPECIALIST R ECRUITMENT
ACTIVITIES CONSISTIN G OF:
(I) A DATABASE THAT OFFE RS INFORMATION ON
RECRUITMENT GUIDANCE , BEST PRACTICES , AND STRATEGIES ;
(II) RECRUITMENT PROJECTS , INCLUDING RECRUITMEN T
PROJECTS DESIGNED TO REACH SOCIALLY DISAD VANTAGED INDIVIDUALS ; AND
(III) A WEBSITE THAT CONTA INS LINKS TO JOB OPPORTUNITIES
THROUGHOUT THE STATE FOR CUSTOMER SE RVICE SPECIALISTS .
(C) THE REQUIREMENTS ESTA BLISHED BY THE BOARD UNDER SUBSECTIO N
(B) OF THIS SECTION SHAL L BE BASED ON AVAILA BLE TECHNOLOGY AND
EQUIPMENT.
(D) THE STANDARDS ESTABLI SHED BY THE BOARD UNDER SUBSECTIO N
(B)(10) OF THIS SECTION SHAL L INCLUDE PROCEDURES FOR:
(1) THE SECURITY OF RECO RDS;
(2) THE ESTABLISHMENT AN D REVISION OF RECORD RETENTION AND
DISPOSAL SCHEDULES T O ENSURE THE PROMPT AND ORDERLY DISPOSIT ION OF
RECORDS, INCLUDING ELECTRONIC RECORDS , THAT ARE NO LONGER N EEDED FOR
OPERATION; AND WES MOORE, Governor Ch. 450
– 17 –
(3) THE MAINTENANCE OF I NVENTORIES OF RECORD S SERIES THAT
ARE ACCURATE AND COM PLETE.
(E) (1) THE STANDARDS ESTABLI SHED BY THE BOARD UNDER
SUBSECTION (B)(11) OF THIS SECTION SHAL L INCLUDE ONBOARDING STANDARDS
FOR NEWLY HIRED CUST OMER SERVICE SPECIAL ISTS AND MINIMUM CON TINUING
EDUCATION REQUIREMEN TS FOR CUSTOMER SERV ICE SPECIALISTS.
(2) (I) AT LEAST ONCE EACH YE AR, THE BOARD SHALL PROVIDE
FOR AN AUDIT OF EACH NONEMERGENCY ANSWERI NG POINT IN ORDER TO ENSURE
THAT CUSTOMER SERVIC E SPECIALISTS AND OT HER PERSONNEL HAVE S ATISFIED
THE TRAINING REQUIRE MENTS ESTABLISHED IN ACCORDANCE WITH SUBS ECTION
(B)(11) OF THIS SECTION.
(II) THE AUDIT DESCRIBED U NDER SUBPARAGRAPH (I) OF THIS
PARAGRAPH MAY BE CONDUCTED CONCURR ENTLY WITH AN INSPEC TION OF THE
NONEMERGENCY ANSWERI NG POINT IN ACCORDAN CE WITH SUBSECTION (B)(8) OF
THIS SECTION.
(F) THE BOARD SHALL ESTABLISH STANDARDS GOVERNING THE
PROCESSING OF 2–1–1 AND 3–1–1 REQUESTS FOR ASSISTA NCE THAT:
(1) MINIMIZE THE TRANSFE R OF THOSE REQUESTS FROM THE
NONEMERGENCY ANSWERI NG POINT THAT RECEIV ED THE REQUEST TO OT HER
STATE OR LOCAL AGENCI ES, PROGRAMS, OR DEPARTMENTS WITHI N OR OUTSIDE
THE STATE, WHEN PRACTICABLE ; AND
(2) FOLLOW BEST PRACTICE S FOR TRANSFE RRING REQUESTS TO
ENSURE THE OPTIMAL R ESPONSE.
2–606.
(A) ON OR BEFORE JULY 1, 2025, THE BOARD SHALL:
(1) ESTABLISH A WEBSITE THAT PROVIDES INFORM ATION ABOUT THE
STATEWIDE 2–1–1 AND 3–1–1 SYSTEM AND COUNTY 3–1–1 SYSTEMS AND A PORTAL
FOR SUBMITTING QUESTIONS ABOUT THE STATEWIDE 2–1–1 AND 3–1–1 SYSTEM AND
COUNTY 3–1–1 SYSTEMS;
(2) DESIGNATE A COUNTY L IAISON TO COORDINATE WITH ALL
COUNTIES TO ENSURE T HE STATEWIDE 2–1–1 AND 3–1–1 SYSTEM IS OPERATING
EFFECTIVELY;
Ch. 450 2024 LAWS OF MARYLAND
– 18 –
(3) INSTITUTE PROPER HIR ING AND TRA INING STANDARDS FOR
CUSTOMER SERVICE SPE CIALISTS AND KNOWLED GE MANAGERS IN THE S TATEWIDE
2–1–1 AND 3–1–1 SYSTEM; AND
(4) COMMUNICATE WITH THE STATE’S REPRESENTATIVES IN THE
U.S. CONGRESS TO REQUEST F EDERAL FUNDING TO SU PPORT THE STATEWIDE
2–1–1 AND 3–1–1 SYSTEM.
(B) ON OR BEFORE JULY 1, 2026, THE BOARD SHALL:
(1) OBTAIN THE TECHNOLOG Y INFRASTRUCTURE NEC ESSARY TO
SUPPORT THE STATEWID E 2–1–1 AND 3–1–1 SYSTEM;
(2) ESTABLISH:
(I) THE DIGITS 2–1–1 AND 3–1–1 AS THE PRIMARY TELEP HONE
NUMBERS THAT CAN BE DIALED BY AN INDIVID UAL TO ACCESS THE ST ATEWIDE
2–1–1 AND 3–1–1 SYSTEM IN A COUNTY T HAT HAS OPTED TO JOI N THE STATEWIDE
2–1–1 AND 3–1–1 SYSTEM; AND
(II) THE DIGITS 3–1–1 AS THE PRIMARY TELEP HONE NUMBER
THAT CAN BE DIALED B Y AN INDIVIDUAL TO ACCESS A COUNTY 3–1–1 SYSTEM IN A
COUNTY THAT HAS ESTA BLISHED A COUNTY 3–1–1 SYSTEM;
(3) DEVELOP OPERATING PR OCEDURES FOR THE STA TEWIDE 2–1–1
AND 3–1–1 SYSTEM TO COORDINATE CALLS AMONG THE 9–1–1 AND 9–8–8
ABBREVIATED DIALING CODES;
(4) DEVELOP WRITTEN AGREEME NTS TO ENSURE A CLEA R
UNDERSTANDING OF WHI CH SPECIFIC REQUESTS FOR NONEMERGENCY
INFORMATION WILL BE REFERRED TO EACH ENT ITY;
(5) IN CONSULTATION WITH THE MARYLAND CYBERSECURITY
COUNCIL ESTABLISHED U NDER § 9–2901 OF THE STATE GOVERNME NT ARTICLE,
ESTABLISH AND MAINTA IN CYBERSECURITY STA NDARDS FOR THE STATE WIDE
2–1–1 AND 3–1–1 SYSTEM THAT MEET OR EXCEED NATIONAL INDU STRY BEST
PRACTICES;
(6) ESTABLISH A SYSTEM F OR GATHERING AND MAI NTAINING
CURRENT INFORMATION TO BE PROVIDED TO TH E PUBLIC BY THE STAT EWIDE
2–1–1 AND 3–1–1 SYSTEM; AND
WES MOORE, Governor Ch. 450
– 19 –
(7) DEVELOP A STATEWIDE MARKETING CAMPAIGN T O EDUCATE THE
PUBLIC ABOUT :
(I) THE STATEWIDE 2–1–1 AND 3–1–1 SYSTEM; AND
(II) THE DIFFERENCES AMON G THE 2–1–1, 3–1–1, 9–1–1, AND
9–8–8 ABBREVIATED DIALING CODES.
(C) ON OR BEFORE JULY 1, 2027, THE BOARD SHALL BEGIN CON DUCTING
THE MARKETING CAMPAI GN DEVELOPED UNDER S UBSECTION (B)(7) OF THIS
SECTION.
2–607.
(A) (1) THERE IS A STATEWIDE 2–1–1 AND 3–1–1 SYSTEM UNDER THE
DEPARTMENT .
(2) ON OR BEFORE JULY 1, 2027, THE STATEWIDE 2–1–1 AND 3–1–1
SYSTEM SHALL BE FULL Y OPERATIONAL .
(B) THE STATEWIDE 2–1–1 AND 3–1–1 SYSTEM SHALL COMPLY WITH ALL
APPLICABLE REQUIREME NTS, STANDARDS, AND PROCEDURES ESTAB LISHED BY THE
BOARD UNDER § 2–605 OF THIS SUBTITLE.
(C) THE DEPARTMENT SHALL PROV IDE ALL TECHNOLOGY , EQUIPMENT,
AND FACILITIES FOR T HE STATEWIDE 2–1–1 AND 3–1–1 SYSTEM.
(D) THE DEPARTMENT OF INFORMATION TECHNOLOGY SHALL PROV IDE
TECHNICAL ASSISTANCE TO THE DEPARTMENT TO AID IN COMPLIANCE WITH THIS
SUBTITLE.
(E) THE BOARD AND THE DEPARTMENT SHALL COOR DINATE WITH ALL
COUNTIES TO EFFECTIV ELY CARRY OUT THE DU TIES OF THIS SUBTITL E.
(F) A NONEMERGENCY ANSWERI NG POINT MAY BE LOCA TED AT A PUBLIC
SAFETY ANSWERING POINT UNDER TITLE 1, SUBTITLE 3 OF THE PUBLIC SAFETY
ARTICLE.
2–608.
(A) THE DEPARTMENT IS RESPONS IBLE FOR ALL COSTS A ND EXPENSES
ASSOCIATED WITH ESTA BLISHING, MAINTAINING, AND OPERATING THE ST ATEWIDE
2–1–1 AND 3–1–1 SYSTEM.
Ch. 450 2024 LAWS OF MARYLAND
– 20 –
(B) THE SECRETARY MAY APP LY FOR, RECEIVE, AND SPEND STATE AND
FEDERAL FUNDS AND AN Y OUTSIDE FUNDS TO C ARRY OUT THE POWERS AND DUTIES
OF THIS SUBTITLE.
(C) THE DEPARTMENT IS RESPONS IBLE FOR ANY FEES AS SOCIATED WITH
AN INDIVIDUAL DIALIN G THE DIGITS 2–1–1 OR 3–1–1 TO AN ESTABLISHED
NONEMERGENCY ANSWERI NG POINT.
2–609.
(A) ON OR BEFORE JULY 1, 2025, THE GOVERNING BODY O F EACH COUNTY
SHALL:
(1) ENTER INTO AN AGREEM ENT WITH THE DEPARTMENT TO JOIN
THE STATEWIDE 2–1–1 AND 3–1–1 SYSTEM UNDER § 2–607 OF THIS SUBTITLE; OR
(2) NOTIFY THE DEPARTMENT THAT THE C OUNTY WILL BE
ESTABLISHING AND ADM INISTERING A COUNTY 3–1–1 SYSTEM, OR CONTINUING TO
ADMINISTER AN EXISTI NG COUNTY 3–1–1 SYSTEM, IN ACCORDANCE WITH § 2–610 OF
THIS SUBTITLE.
(B) A COUNTY THAT ELECTS T O ESTABLISH AND ADMI NISTER A COUNTY
3–1–1 SYSTEM UNDER SUBSECT ION (A)(2) OF THIS SECTION AS A N ALTERNATIVE TO
THE STATEWIDE 2–1–1 AND 3–1–1 SYSTEM SHALL HAVE TH E COUNTY 3–1–1 SYSTEM
FULLY OPERATIONAL ON OR BEFORE JULY 1, 2027.
2–610.
(A) SUBJECT TO § 2–609 OF THIS SUBTITLE , THE GOVERNING BODY O F A
COUNTY MAY ESTABLISH A COUNTY 3–1–1 SYSTEM.
(B) (1) A COUNTY 3–1–1 SYSTEM SHALL COMPLY WITH ALL APPLICABLE
REQUIREMENTS , STANDARDS, AND PROCEDURES ESTAB LISHED BY THE BOARD
UNDER § 2–605 OF THIS SUBTITLE.
(2) IF A COUNTY 3–1–1 SYSTEM VIOLATES PARA GRAPH (1) OF THIS
SUBSECTION, THE DEPARTMENT MAY :
(I) ISSUE A WARNING ; AND
(II) IF AFTER A WARNING H AS BEEN ISSUED AND T HE SAME
VIOLATION OCCURS OR THE IDENTIFIED VIOLA TION HAS NOT BEEN CO RRECTED IN
A TIMELY MANNER , ASSUME CONTR OL OF THE COUNTY 3–1–1 SYSTEM AND WES MOORE, Governor Ch. 450
– 21 –
INTEGRATE THE COUNTY 3–1–1 SYSTEM INTO THE STAT EWIDE 2–1–1 AND 3–1–1
SYSTEM.
(C) A COUNTY THAT ESTABLIS HES AND ADMINISTERS A FULLY
OPERATIONAL COUNTY 3–1–1 SYSTEM IN ACCORDANCE WITH SUBSECTION (B) OF
THIS SECTION IS RESP ONSIBLE FOR:
(1) THE PROPER TRAINING AND HIRING OF CUSTOM ER SERVICE
SPECIALISTS AND STAF F FOR THE COUNTY 3–1–1 SYSTEM;
(2) PROVIDING THE PROPER TECHNOLOGY , EQUIPMENT, AND
FACILITIES FOR THE C OUNTY 3–1–1 SYSTEM; AND
(3) ALL COSTS AND EXPENS ES ASSOCIATED WITH ESTA BLISHING,
MAINTAINING, AND OPERATING A COUN TY 3–1–1 SYSTEM.
(D) (1) A COUNTY SHALL ESTABLI SH A KNOWLEDGE MANAG ER POSITION
TO PROVIDE SUPPORT F OR THE COUNTY 3–1–1 SYSTEM.
(2) A KNOWLEDGE MANAGER FO R A COUNTY 3–1–1 SYSTEM SHALL
COMPLY WITH APPLICAB LE REQUIREMENTS , PROCEDURES , AND STANDARDS
ESTABLISHED BY THE BOARD.
(E) THIS SECTION DOES NOT PRECLUDE A COUNTY FR OM ESTABLISHING
MORE STRINGENT REQUI REMENTS FOR A COUNTY 3–1–1 SYSTEM THAN THOSE
ESTABLISHED BY THE BOARD UNDER § 2–605 OF THIS SUBTITLE.
(F) (1) THE GOVERNING BODY OF A COUNTY MAY ELECT T O JOIN THE
STATEWIDE 2–1–1 AND 3–1–1 SYSTEM AT ANY TIME .
(2) A GOVERNING BODY OF A COUNTY THAT ELECTS T O JOIN THE
STATEWIDE 2–1–1 AND 3–1–1 SYSTEM SHALL DISCONT INUE THE COUNTY 3–1–1
SYSTEM.
(G) (1) SUBJECT TO PARAGRAPH (2) OF THIS SUBSECTION , THE BOARD
MAY REMOVE A COUNTY FROM THE STATEWIDE 2–1–1 AND 3–1–1 SYSTEM IF THE
GOVERNING BODY OF A COUNTY REQUESTS TO L EAVE.
(2) THE BOARD SHALL REQUIRE A N AFFIRMATIVE VOTE O F
TWO–THIRDS OF ALL MEMBERS TO REMOV E A COUNTY FROM THE STATEWIDE 2–1–1
AND 3–1–1 SYSTEM.
Ch. 450 2024 LAWS OF MARYLAND
– 22 –
(3) IF A COUNTY IS REMOVE D FROM THE STATEWIDE 2–1–1 AND
3–1–1 SYSTEM, THE GOVERNING BODY O F THE COUNTY SHALL E STABLISH A COUNTY
3–1–1 SYSTEM.
(4) A COUNTY REMOVED FROM THE STATEWIDE 2–1–1 AND
3–1–1 SYSTEM UNDER THIS SU BSECTION SHALL CONTI NUE TO PROVIDE 2–1–1
SERVICE THROUGH THE STATEWIDE 2–1–1 AND 3–1–1 SYSTEM.
2–611.
(A) THE STATEWIDE 2–1–1 AND 3–1–1 SYSTEM AND COUNTY 3–1–1 SYSTEMS
SHALL UTILIZE STANDA RDS–BASED PROTOCOLS FOR:
(1) THE PROCESSING OF 3–1–1 REQUESTS FOR NONEMER GENCY
SERVICES, RESOURCES, REFERRALS, AND INFORMATION ; AND
(2) IMMEDIATELY TRANSFER RING EMERGENCY REQUE STS FOR
ASSISTANCE TO A PUBL IC SAFETY ANSWERING POINT UNDER TITLE 1, SUBTITLE 3
OF THE PUBLIC SAFETY ARTICLE.
(B) THE DEPARTMENT SHALL ENSU RE THAT CUSTOMER SER VICE
SPECIALISTS HAVE PRO PER TRAINING RELATED TO 3–1–1 REQUESTS FOR
ASSISTANCE THAT THE CUSTOMER SERVICE SPE CIALIST IS RESPONSIB LE FOR
RECEIVING AND PROCES SING.
(C) THE DEPARTMENT MAY ESTABLISH A TELECOMM UNICATOR RESPONSE
TEAM TO RESPOND TO , RELIEVE, ASSIST, OR AUGMENT A NONEMER GENCY
ANSWERING POINT WHEN A NONEMERGENCY ANSWE RING POINT IS AFFECT ED BY
NATURAL OR HUMAN –MADE DISASTERS .
(D) THE DEPARTMENT SHALL PROV IDE OPPORTUNITIES FO R:
(1) CUSTOMER SERVICE SPE CIALISTS TO RECEIVE TRAINING AND
EXPERIENCE TO BECOME 9–1–1 SPECIALISTS; AND
(2) 9–1–1 SPECIALISTS WITH EXT ENSIVE EXPERIENCE TO PROVIDE
TRAINING AND MENTORI NG TO 3–1–1 SPECIALISTS.
2–612.
(A) SERVICES AVAILABLE TH ROUGH THE S TATEWIDE 2–1–1 AND 3–1–1
SYSTEM AND COUNTY 3–1–1 SYSTEMS SHALL INCLUD E:
WES MOORE, Governor Ch. 450
– 23 –
(1) INFORMATION ABOUT NO NEMERGENCY SERVICES , RESOURCES,
AND INFORMATION ;
(2) IMMEDIATE TRANSFERRI NG OF EMERGENCY CALL S TO A PUBLIC
SAFETY ANSWERING POI NT UNDER TITLE 1, SUBTITLE 3 OF THE PUBLIC SAFETY
ARTICLE;
(3) INFORMATION ABOUT PU BLIC HEALTH EMERGENC IES;
(4) INFORMATION ABOUT AN IMAL CONTROL SERVICE S;
(5) INFORMATION ABOUT TR ASH AND RECYCLING SE RVICES;
(6) (I) FOR THE STATEWIDE 2–1–1 AND 3–1–1 SYSTEM,
INFORMATION AN D REFERRALS FOR HEAL TH AND HUMAN SERVICE S; OR
(II) IN A COUNTY WITH A C OUNTY 3–1–1 SYSTEM, THE ABILITY
TO TRANSFER REQUESTS FOR INFORMATION AND REFERRALS FOR HEALTH AND
HUMAN SERVICES TO TH E STATEWIDE 2–1–1 AND 3–1–1 SYSTEM;
(7) ACCESS FOR INDIVIDUA LS WITH HEARING OR S PEECH
DISABILITIES AND OTH ER DISABILITIES;
(8) ACCESS FOR NON –ENGLISH–SPEAKING INDIVIDUALS ; AND
(9) ANY OTHER INFORMATIO N OR RESOURCES DETER MINED BY THE
BOARD AND THE DEPARTMENT .
(B) 2–1–1 AND 3–1–1 ARE THE PRIMARY NONE MERGENCY TELEPHONE
NUMBERS IN THE STATE WIDE 2–1–1 AND 3–1–1 SYSTEM.
(C) EDUCATIONAL INFORMATI ON THAT RELATES TO T HE SERVICES ,
RESOURCES, AND INFORMATION MADE AVAILABLE BY A NONEM ERGENCY
ANSWERING POINT SHAL L DESIGNATE 2–1–1 AND 3–1–1 AS NONEMERGENCY
TELEPHONE NU MBERS.
(D) (1) NONEMERGENCY ANSWERIN G POINTS SHALL NOTIF Y THE
APPROPRIATE STATE OR LOCAL AGENCI ES, PROGRAMS, OR DEPARTMENTS OF A
REQUEST FOR SERVICES , RESOURCES, REFERRALS, OR OTHER INFORMATION .
(2) WRITTEN GUIDELINES SH ALL BE DEVELOPED BY THE BOARD TO
GOVERN THE REFERRAL OF REQUESTS FOR NONE MERGENCY SERVICES ,
RESOURCES, REFERRALS, AND INFORMATION TO T HE APPROPRIATE STATE OR
LOCAL AGENCIES , PROGRAMS, OR DEPARTMENTS . Ch. 450 2024 LAWS OF MARYLAND
– 24 –
(3) STATE OR LOCAL AGENCI ES, PROGRAMS, AND DEPARTMENTS
WITH CONCURRENT JURI SDICTION SHALL HAVE WRITTEN A GREEMENTS TO ENSURE
A CLEAR UNDERSTANDIN G OF WHICH SPECIFIC REQUESTS FOR NONEMER GENCY
SERVICES, RESOURCES, REFERRALS, OR OTHER INFORMATION WILL BE REFERRED
TO WHICH AGENCY , PROGRAM, OR DEPARTMENT .
(E) ON OR BEFORE JULY 1, 2026, THE DEPARTMENT SHALL ENSUR E THAT
INDIVIDUALS HAVE THE ABILITY TO ACCESS TH E STATEWIDE 2–1–1 AND 3–1–1
SYSTEM, OR A COUNTY 3–1–1 SYSTEM, THROUGH TEXT MESSAGI NG.
2–613.
(A) (1) ON OR BEFORE JULY 1, 2025, AND EACH JULY 1 THEREAFTER ,
THE DEPARTMENT SHALL SUBM IT A REPORT ON THE IMPLEM ENTATION OF THIS
SUBTITLE TO THE GOVERNOR AND , SUBJECT TO § 2–1257 OF THE STATE
GOVERNMENT ARTICLE, THE SENATE COMMITTEE ON EDUCATION, ENERGY, AND
THE ENVIRONMENT AND THE HOUSE HEALTH AND GOVERNMENT OPERATIONS
COMMITTEE.
(2) THE REPORT REQUIRED UNDER T HIS SUBSECTION SHALL
INCLUDE:
(I) AN ANALYSIS OF THE E FFECTIVENESS OF THE STATEWIDE
2–1–1 AND 3–1–1 SYSTEM AND COUNTY 3–1–1 SYSTEMS;
(II) AN ANALYSIS OF ANY C HALLENGES TO THE
IMPLEMENTATION OF TH IS SUBTITLE AND ANY RECOMMENDED SOLUTIONS;
(III) ANY SUGGESTED CHANGE S TO THIS SUBTITLE; AND
(IV) ANY OTHER INFORMATIO N CONSIDERED NECESSA RY BY
THE DEPARTMENT .
(B) (1) ON OR BEFORE JULY 1, 2030, THE BOARD SHALL SUBMIT A
REPORT ON THE STATEW IDE 2–1–1 AND 3–1–1 SYSTEM AND COUNTY 3–1–1 SYSTEMS
TO THE GOVERNOR AND , SUBJECT TO § 2–1257 OF THE STATE GOVERNMENT
ARTICLE, THE SENATE COMMITTEE ON EDUCATION, ENERGY, AND THE
ENVIRONMENT AND THE HOUSE HEALTH AND GOVERNMENT OPERATIONS
COMMITTEE.
(2) THE REPORT REQUIRED U NDER THIS SUBSECTIO N SHALL
INCLUDE: WES MOORE, Governor Ch. 450
– 25 –
(I) THE NUMBER OF INDIVI DUALS WHO CONTACTED 2–1–1, BY
YEAR;
(II) THE NUMBER OF INDIVI DUALS WHO CONTACTED 3–1–1, BY
YEAR;
(III) THE NUMBER OF 2–1–1 AND 3–1–1 REQUESTS THAT WERE
TRANSFERRED TO 9–1–1 AND 9–8–8;
(IV) THE NUMBER OF 9–1–1 AND 9–8–8 REQUESTS
TRANSFERRED TO 2–1–1 AND 3–1–1;
(V) THE METHODS USED FOR ACCESSING THE STATEW IDE
2–1–1 AND 3–1–1 SYSTEM, SUCH AS BY VOICE CAL L, TEXT MESSAGING , WEBSITE, OR
OTHER MODALITIES , AND THE NUMBER OF RE QUESTS USING EACH ME THOD;
(VI) COMMON REASONS INDIV IDUALS DIALED 2–1–1 OR 3–1–1;
(VII) ANY ISSUES WITH THE INTEROPERABILITY AND
ACCESSIBILITY OF THE STATEWIDE 2–1–1 AND 3–1–1 SYSTEM; AND
(VIII) A RECOMMENDATION ON WHETHER THE STATEWID E 2–1–1
AND 3–1–1 SYSTEM SHOULD CONT INUE TO BE MANAGED B Y THE DEPARTMENT , OR
WHETHER IT WOULD BE MORE APPROPRIATE FOR THE STATEWIDE 2–1–1 AND
3–1–1 SYSTEM TO BE TRANSFE RRED TO ANOTHER SPEC IFIC AGENCY OR ENTIT Y.
SECTION 3. AND BE IT FURTHER ENACTED, That, on or before December 31,
2024, the Department, in consultation with 2–1–1 Maryland, shall report to the Governor
and, subject to § 2–1257 of the State Government Article, to the General Assembly on the
activities performed under § 2–603(e) of the Human Services Article, as enacted by Section
2 of this Act.
SECTION 4. AND BE IT FURTHER ENACTED, That the terms of the initial
members of the Maryland 2–1–1 and 3–1–1 Board shall expire as follows:
(1) seven members in 2026;
(2) seven members in 2027; and
(3) six members in 2028 it is the intent of the General Assembly that the
Department of Information Technology:
Ch. 450 2024 LAWS OF MARYLAND
– 26 –
(1) evaluate the potential of artificial intelligence in creating a statewide
virtual 3–1–1 portal as a source for Maryland residents to obtain nonemergency
government information and services; and
(2) if the Department determines that the use of artificial intelligence in
creating a virtual 3–1–1 portal is feasible, prioritize the creation of a virtual 3–1–1 portal.
SECTION 5. 2. AND BE IT FURTHER ENACTED, That th is Act shall take effect
July 1, 2024.
Approved by the Governor, May 9, 2024.