Not every crisis is an emergency, which is why Del. Lesley Lopez (D-Montgomery) is calling for a statewide nonemergency 3-1-1 phone system, to answer people’s questions while decreasing the number of calls to 911.
“311 gives people a clear place to call for every day, nonemergency needs, with questions about public services, permits, public health resources or local government programs,” Lopez said in testimony Tuesday to the House Government, Labor and Elections Committee.
“When residents get answers quickly through 311, the call-takers at 911 can focus on what they do best – responding when seconds matter,” Lopez said. “This bill is also about providing quality across the state.”
House Bill 9 would offer all 24 jurisdictions in the state the opportunity to implement a 311 system to decrease the number of calls to 911, potentially making Maryland the first state in the nation with a statewide system.
The legislation stems from a November report by a work group that unanimously recommended the state create a phased approach to implementing a 311 system statewide, beginning with systems in four counties using artificial intelligence chatbots, ultimately expanding to a statewide system employing AI voice bots.
Del. Melissa Wells (D-Baltimore City), chair of the committee, asked Lopez to summarize the bill’s fiscal note, which estimates at least $1 million would be needed in fiscal 2027. That would go toward the hiring of a program manager, county liaison and a data specialist; conducting a media campaign to advertise the program; and coordinating with participating counties to ensure the chatbot and voicebot provide accurate information.
The note also highlights that the network estimates “the need for similar annual funding levels through fiscal 2031 to administer and expand the 3-1-1 program.”
Lopez said the note “raised her eyebrows” with an increase cost is associated with staffing, but also cost savings in having some technology already in place. That’s because there will be assistance from the Maryland Information Network (MDInfoNet), which already manages statewide social service referrals through a 211 system. A 311 oversight board would be created within the information network.
Kenyn Benjamin, president and CEO of the network, said “the bill is about public safety. It is a modernization bill and it is an equity bill.”
Lopez accepted an amendment to her bill to have the American Federation of State, County and Municipal Employees (AFSCME) Council 3 appoint a person to serve on the oversight board.
“We believe that adding a worker to the board only strengthens the board in having a worker voice,” said AFCME representative Cindy Smalls.
‘Need to address’
Two Baltimore County officials testified in support of a statewide nonemergency system, but they asked that the bill include an opt-out clause for counties that have a system and want to keep managing their own system. Their county represents five jurisdictions – Anne Arundel, Montgomery, Prince George’s and St. Mary’s counties and Baltimore City – that currently operate a 311 system.
Christopher Martin, director of Baltimore County’s Office of Information Technology, said most calls have human intervention such as trash routes, water main breaks, or animal control services. Martin also said the county is currently working to modernize its “call center infrastructure” that includes future AI capabilities.
“Going to an external service prior to the county’s plan system, they resolve two different AI solutions prior to speaking to a human,” he said.
After the bill hearing, Lopez said she didn’t receive a specific opt-out amendment from the Baltimore County officials. However, she’s open to having that and “being diplomatic.”
Lopez reiterated one key aspect of the measure — that it’s nonpartisan, with Del. Nic Kipke (R-Anne Arundel) expected to sign on as a co-sponsor.
A Senate version sponsored by Sen. Cheryl Kagan (D-Montgomery) and Sen. Paul Corderman (R-Washington and Frederick) was heard Thursday before the Senate Education, Energy and the Environment Committee.
About “80% of the calls to 911 are nonemergency. That’s something we need to address,” Corderman said. “This is a good way to addressing those concerns and alleviating that pressure from 911.”
Corderman said part of his support is because there will be a phased approach.
Besides the creation of an oversight board, an AI chatbot would be rolled out in two counties currently with a 311 system and another two without one.
By June 30, 2027, according to the bill, a chatbot would be established in each county to include multilingual support, integration with geographic information system data and “clear escalation protocols to route complex requests to live agents.”
The bill states but doesn’t require that “each county participating in the program shall designate the sources a chatbot may use in responding to questions.”
By Dec. 1, 2027, the oversight board, in consultation with the information network, must submit a report to the governor and General Assembly on progress of the program.