Maryland could soon lead the nation in launching a statewide 3-1-1 system — connecting residents to government services while easing the burden on 9-1-1 centers.
At its first meeting this week, the Workgroup to Study Implementation of an Expanded 3-1-1 Nonemergency System began evaluating how to design a consistent, coordinated platform across Maryland’s 24 counties.
Created by legislation MACo supported in the 2025 session (SB 775/HB 1027), the workgroup is required to deliver its recommendations by November 1, 2025.
Laying the Groundwork for a Unified System
While several counties already operate local 3-1-1 call centers, Maryland lacks a statewide structure. This disconnect can leave residents unsure of where to turn for nonemergency needs, and can lead to increased, misdirected traffic to 9-1-1 centers.
At the kickoff meeting, consultants from Gartner presented findings from a feasibility study that explored technology platforms, funding models, service delivery challenges, and lessons learned from other states. They stressed the importance of developing a system that is scalable, sustainable, and designed with equity in mind.
Citibot, an AI chatbot vendor, also demonstrated how multilingual, tech-powered solutions could expand access and triage common questions without relying solely on live agents.
County Leaders Emphasize Local Partnership
MACo Legislative Director Kevin Kinnally, who serves as a voting member of the workgroup, emphasized the importance of meaningful local input at every stage and stressed that any statewide system must avoid imposing unfunded mandates on counties.
Other county representatives raised concerns about after-hours access, jurisdictional routing, and integration with existing systems.
Many local call centers do not operate 24/7, prompting some residents to default to 9-1-1. Members discussed the possibility of an AI-powered “front porch” that could route after-hours requests appropriately — but only with proper investment and county coordination.
What’s Next
The workgroup will meet in July, August, and September, with report consolidation and final review scheduled for October.
Counties remain committed to shaping a system that improves service delivery while respecting local expertise, preserving operational flexibility, and avoiding unfunded mandates.
Stay tuned to Conduit Street for more information. To share input, contact MACo Legislative Director Kevin Kinnally.
