Calling 911 for a mental health crisis initiates a complex process designed to stabilize the situation quickly. The response moves from an initial phone assessment to the arrival of first responders, an on-site evaluation, and a determination of whether voluntary or involuntary treatment is needed. Understanding this process is important, as the primary goal is securing immediate safety and connecting the individual with professional care.
The Immediate Dispatch Process
When a 911 call is placed for a mental health emergency, the interaction with the call taker dictates the subsequent response. Callers must clearly state that the situation involves a mental health crisis, not a criminal matter, and prioritize providing the exact location and a description of any immediate dangers, such as weapons or threats of self-harm.
The dispatcher uses specific protocols, such as the Medical Priority Dispatch System (MPDS) Protocol 25, to triage the situation and determine the appropriate resources. Providing known information about the person’s mental health history, diagnoses, or medications can help the dispatcher classify the call correctly and potentially divert it away from a traditional police response. In some jurisdictions, dispatchers are trained or have access to clinicians who can offer immediate crisis counseling over the phone or re-route the call to a non-law enforcement mobile crisis team.
Who Responds to a Mental Health Crisis
The type of responder who arrives is highly dependent on the local jurisdiction and the nature of the crisis. Traditionally, police officers were the default first responders, which often routed individuals into the criminal justice system instead of mental health support.
Many communities have adopted specialized models to improve crisis response. The Crisis Intervention Team (CIT) model involves police officers trained in de-escalation and identifying mental health conditions, enabling them to facilitate referrals to health professionals.
Another common model is the co-responder team, which pairs a police officer with a licensed mental health clinician for on-site assessment and intervention. Some areas also deploy Mobile Crisis Teams (MCTs), consisting solely of mental health professionals who respond to low-risk calls without law enforcement presence.
On-Site Assessment and De-escalation
Once responders arrive, their immediate priority is establishing a safe environment. This involves using non-confrontational communication and maintaining a calm demeanor to de-escalate the crisis and build rapport.
The preliminary on-site assessment focuses on determining the individual’s immediate risk to themselves or others. Responders evaluate the level of impairment, the ability to care for basic needs, and whether a medical condition or substance use might be contributing to the crisis. This evaluation determines if the situation can be resolved on-site with referral to outpatient services or if transport to a higher level of care is required.
Determining Transport and Legal Holds
If the crisis cannot be safely resolved on-site, transport to a designated facility is the next step, ideally through voluntary agreement to a hospital or crisis stabilization center.
If the individual is unwilling or unable to agree to treatment, the situation may escalate to an involuntary hold, which is a temporary detention for evaluation. State laws govern the specific criteria, but an involuntary hold is authorized only if a mental health condition leads to an imminent risk of harm to self, harm to others, or grave disability. Grave disability means the person is unable to provide for their own food, clothing, or shelter due to their mental illness. An involuntary hold is a civil legal process, not a criminal arrest, often lasting an initial period like 72 hours for formal evaluation.
Alternatives and Next Steps
Calling 911 is reserved for immediate, life-threatening danger, but non-emergency alternatives exist for mental health support. The primary national resource is the 988 Suicide & Crisis Lifeline, which connects callers to trained, free, and confidential crisis counselors 24 hours a day via call, text, or chat.
Many communities also operate local crisis lines that can dispatch non-police Mobile Crisis Intervention Services directly to the individual for community-based intervention and assessment. Following any crisis intervention, accessing follow-up care is important to prevent future crises, often involving outpatient therapists, case managers, or local mental health programs.