PHOENIX (AZFamily) — Starting on Monday, Dec. 15, 911 callers in Phoenix will hear a new option when calling in an emergency.
Phoenix 911 operators on emergency and non-emergency lines will start asking “Do you need police, fire or behavioral health?” when initially answering calls.
The change was made after Phoenix City Council adopted measures to expand community support services and modernize public safety in the city.
“This new option to request behavioral health help during a moment of crisis will help make Phoenix a safer community,” Mayor Kate Gallego said. “This will help 911 dispatchers send the right people with the right training when it matters most.”
Once a caller requests a behavior health specialist, operators are trained to still determine if police or firefighters are also needed, or if a behavior health specialist can handle the call without assistance.
If only a behavior health specialist is needed, operators will transfer the call to the Phoenix Fire Department’s Behavioral Health Dispatcher, who will then deploy a Community Assistance Program (CAP) team.
The goal of the change is to ensure the correct help goes to the right calls, as well as to reduce unnecessary police response.
“This enhancement represents a critical step forward in ensuring individuals in crisis can quickly and clearly identify the behavioral health services they need,” CAP Administrator DC Ernst said. By streamlining this process, this update strengthens safety, transparency and care, ensuring residents receive the most effective response available for their situation.”
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