FOR IMMEDIATE RELEASE:

February 5, 2026

PRESS RELEASE: Statewide 3-1-1 Senate Hearing TODAY

Sen. Cheryl Kagan (D), sponsor of the bipartisan SB114 with Sen. Paul Corderman (R), chaired a workgroup to “Study Implementation of an Expanded 3-1-1 Nonemergency System.” The unanimous report to the Governor and General Assembly endorsed the creation of a phased-in statewide 3-1-1 system.

A 2022 Baltimore Sun article revealed that a shocking 80% of calls into Baltimore City’s 9-1-1 center were not for emergencies. Our emergency call centers play a critical role in connecting people with police, fire, and paramedics. When they are understaffed and overburdened, the consequences can be deadly. A statewide 3-1-1 system will ease the volume of calls for quicker response times.

Among the key witnesses at today’s 1pm hearing in the Senate Education, Energy & Environment Committee will be:

• Senators Kagan and Corderman
• Kenyn Benjamin, CEO of the MD Information Network and Administrator of 2-1-1
• Heather McGaffin, Deputy Director of the DC Unified Operations Center (9-1-1 and 3-1-1)
• Laura Dunwoody, CEO of the Denver 3-1-1 Center
• Lisa Allen, who ran Baltimore’s original 3-1-1 Center
• Technical experts

Since 1996, when Baltimore City became the first jurisdiction in the country to establish a 3-1-1 helpline for residents, Maryland has led the way in connecting people to government resources. Now, six of our 24 counties offer this service. If enacted, Maryland is poised to become the first in the nation to implement 3-1-1 statewide.

Sen. Cheryl Kagan said, “Since leading the Next Generation 9-1-1 Commission for four years, I have prioritized a statewide 3-1-1 program to lighten the load on our 9-1-1 centers while providing excellent customer service. The evolution of AI technology now makes that vision both achievable and affordable.”

Kagan continued, “People often call 9-1-1 when they do not know where else to turn. Residents and visitors who need information about trash pick-up, library hours, flu shots, or countless other community resources should have easy access to answers. An AI-powered 3-1-1 network can provide accurate responses to nonemergency questions 24/7/365.”

AI is being used in major cities across the country to manage nonemergency calls at a remarkably low cost.

A few details worth noting:

• A statewide 3-1-1 system would be phased in with a chatbot and a voicebot;
• The technology will use only verified websites to ensure accuracy and trust;
• The MD Information Network, which operates 2-1-1, will house the new service and facilitate the procurement of a vendor with an oversight board;
• A coordinated marketing campaign will promote public awareness;
• Access for people with disabilities, those who speak other languages, and older adults will be a priority;
• There will be interoperability with 9-1-1 and 9-8-8 to guarantee that there will be “no wrong door”; and
• Customer feedback and satisfaction will be regularly solicited and evaluated.

According to Sen. Kagan, “Now is the time. Artificial Intelligence has matured and can be used responsibly in government services. Proven models show that we can implement an affordable, effective statewide 3-1-1 system. In the spirit of Gov. Wes Moore’s commitment to ‘leave no one behind’– we can serve every Marylander, regardless of geography, income, language, or access to technology.”

Delegates Lesley Lopez (D), Ken Kerr (D), and Nic Kipke (R) are sponsoring the companion bill (HB9) in the House.

# # # # #