Dialing 911 in Phoenix is about to get an update with a focus on behavioral health. Starting this Monday, December 15, Phoenix residents in crisis will be able to directly request behavioral health support when they call emergency or non-emergency lines, as reported by the official Phoenix government newsroom. Operators will add a new question to their protocol: "Do you need police, fire or behavioral health?"
This change was implemented following unanimous approval from the Phoenix City Council to modernize and expand public safety services. Mayor Kate Gallego highlighted the importance of providing the appropriate response in crises, stating in a Phoenix government news release, "This new option to request behavioral health help during a moment of crisis will help make Phoenix a safer community." After callers indicate their need for behavioral health services, 911 operators are to quickly assess whether law enforcement or fire services are also required.
When a behavioral health response is solely needed, the call will be transferred to a Behavioral Health Dispatcher, who will deploy a specialized Community Assistance Program (CAP) Team. This integration aims to reduce unnecessary police involvement by dispatching the right kind of assistance for mental health emergencies, potentially streamlining the support process for Phoenix residents.
"The additional prompt will let callers know there’s an option to get mental health services to someone in need," Communications Bureau Administrator Allie Edwards explained, as obtained by the Phoenix government news site. The operators have received special training to better ensure they send the appropriate responders to calls for help. The CAP Program, highlighted by the Phoenix Fire Department Community Assistance Program Administrator DC Ernst, firmly supports this initiative, anticipating that it will substantially improve the city's response to mental health crises.
Ernst emphasized the significance of this enhancement, saying, "This enhancement represents a critical step forward in ensuring individuals in crisis can quickly and clearly identify the behavioral health services they need." The update is a reflection of Phoenix's commitment to heightened safety and care, ensuring that residents facing mental health emergencies are met with the most effective and tailored response possible.
