Sweet News

March 13, 2026

Dear Friend:

We’ve had some wacky weather this week– 80 degrees followed by a tornado watch and snowflakes! I am writing from Annapolis with an exciting update.

March 11th marked “3-1-1 Day,” an annual opportunity to highlight the value of connecting residents with non-emergency government services. 3-1-1 is a fast, simple, and convenient resource for snow removal, pothole repair, library hours, trash collection, and more.

For the past seven years, I have sought to expand 3-1-1 as a way of reducing call volume into our 9-1-1 Centers. A Baltimore Sun article revealed that a shocking 80% of calls to Baltimore City 9-1-1 were not emergencies. Our 9-1-1 Specialists play a critical role in connecting people with police, fire, and paramedics. With these centers often understaffed and overburdened, the consequences can be deadly.

Earlier today, the Senate passed SB114 UNANIMOUSLY, my legislation to create a statewide 3-1-1 system that uses Artificial Intelligence (AI) to help lighten the load on 9-1-1. It was based on the unanimous final report of the Workgroup I chaired.

Key features include:

Phased implementation with a chatbot, followed by a voicebot;
Use of verified government websites to ensure accuracy and trust;
Interoperability with 9-1-1, 9-8-8, and 2-1-1 to ensure a “no wrong door” approach;
A coordinated statewide marketing campaign to promote awareness;
A 3-1-1 Technical Advisory Committee;
Prioritizing accessibility for people with disabilities, older adults, and those who speak other languages; and
Reports on customer feedback and satisfaction.

Since 1996, when Baltimore City became the first jurisdiction in the country to establish a 3-1-1 system, Maryland has led the way in innovative public access to government. That line inspired 3-1-1 adoption across the country. But, just six of our 24 counties currently offer this service.

Montgomery Community Media and Maryland Matters have recently written about my bill and my passion for Next Generation 9-1-1. I have visited all 24 of Maryland’s 9-1-1 centers and continue to partner with public safety officials around the state.

With the Senate’s passage of SB114, the bill now moves to the House of Delegates. If enacted, Maryland would become the first state in the nation to implement a statewide 3-1-1 network, while keeping 9-1-1 lines open for true emergencies.

Follow me on Facebook (@CherylCKagan), Twitter/X (@CherylKagan), and Instagram (@CherylCKagan) for photos and posts. My website has a portal to request help with challenges you’re having with State government. Subscribe to my YouTube Channel, Apple podcasts, or Spotify to be alerted to new episodes of my “Kibbitzing with Kagan” podcast. And you can always send me questions or comments via email.

All the best,

Cheryl

Cheryl C. Kagan

State Senator, District 17

Chair, 9-1-1 Specialist Recruitment and Retention Workgroup (2025-2026)

Chair, 3-1-1 Workgroup (2025-2026)

(Former Chair, NG911 Commission 2017-2022)

P.S. Now that I have told you about 3-1-1 Day, remember that tomorrow is “Pi Day” (3.14)! Consider buying a pie from a local bakery.

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