A 2022 Baltimore Sun article revealed that a shocking 80% of calls into Baltimore City’s 9-1-1 center were nonemergencies. These Public Safety Answering Point (PSAPs) play a critical role in connecting the public with police, fire, and paramedics; when they are understaffed and overburdened, the consequences can be deadly. A statewide 3-1-1 will make it easier to get help quickly while easing the strain on PSAPs.

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. With the Workgroup’s proposal, Maryland is poised to become the first in the nation to implement 3-1-1 statewide.

Legislators from both parties, representatives from the MD Association of Counties (MACo), and other key stakeholders on the Workgroup unanimously supported a 3-1-1 system using Artificial Intelligence (AI). The technology will use verified government websites to ensure accuracy and trust.

Workgroup Chair 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.”

Chair 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 low cost. Denver’s AI-driven 3-1-1, for example, has a 90% customer satisfaction rate with an annual operating cost of approximately $70,000. “This proves that an AI-supported model can deliver high-quality service effectively at a remarkably low cost,” said Chair Kagan.

The Workgroup report recommends:

• Launching Phase One with two counties that have 3-1-1 and two counties that don’t;
• Housing 3-1-1 within the MD Information Network, which operates 2-1-1, connecting people to vital social services;
• Creating a coordinated marketing campaign to promote public awareness;
• Establishing an Oversight Board to manage a competitive contracting process for an AI provider;
• Guaranteeing interoperability with 9-1-1 and 9-8-8; and
• Evaluating customer satisfaction and preparing for a statewide rollout.

An expanded 3-1-1 system will rely on strong partnerships with county governments, technology experts, and public safety leaders to ensure coordinated and transparent implementation.

“This report represents years of collaboration and careful study of best practices in emergency management and service delivery in Maryland and across the country,” said Chair Kagan. “Now is the time. Artificial Intelligence has matured and can be responsibly used in government services. Proven models from other cities demonstrate 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.”

Senators Cheryl Kagan (D) and Paul Corderman (R) will sponsor the Senate legislation to implement the report’s recommendations. Delegates Lesley Lopez (D), Ken Kerr (D), and Nic Kipke (R) will carry the companion bill in the House.

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