3-1-1 Systems - Expansion Program and Oversight Board - Establishment

HB 9 establishes a Maryland 3-1-1 Oversight Board to manage a statewide program expanding non-emergency service access through AI-powered tools. The bill requires all Maryland counties to implement AI chatbots (by June 2027) and voicebots (by December 2028) that provide multilingual support, route calls to appropriate services using geographic data, and escalate complex requests to live agents. These systems must align with accessibility and equity standards, with counties without existing 3-1-1 systems required to adopt the program by July 2028. The Oversight Board, composed of state officials and county representatives, will oversee vendor selection, performance monitoring, and statewide data standards.