By Ashton Slaughter
Tulsa World
TULSA, Okla. — In the year since Tulsa’s 911 Call Center partnered with Family & Children’s Services’ COPES program, more than 6,600 mental health calls were diverted, and Mayor Monroe Nichols said Wednesday afternoon nearly 90% of them were handled entirely on the phone by a professional.
These mental health crisis calls were passed off to a team of five clinicians — they work 24/7 in shifts — who are better equipped than a normal 911 call taker. This idea sprouted from wanting to appropriately respond to mental health crises and save first responders’ time to focus on public safety.
“What that means for us is that there’s thousands of hours of first responders’ time that have been saved,” Nichols said. “(And) thousands of opportunities for someone who is going through crisis (was given a chance) to speak to someone that could help them through it.”
More specifically, Nichols estimated 8,600 first responder hours were saved, along with more than $450,000.
Although the service is not intended to replace the 988 mental health lifeline, it’s served as an easily accessible service for thousands of Tulsans who, in other areas of Oklahoma and the country, wouldn’t have been directly handed off to a professional.
For many, this is an important development. In an analysis from MoneyGeek of the 50 states’ health care services (which was last updated in December), Oklahoma ranked 47th. With some in the Tulsa area potentially losing access to mental health care and the topic being so prevalent, among other things, Nichols said he’s aware of the conversations around Oklahoma and mental health. But he hopes this initiative helps shift that outlook.
“We are leaning into each other to figure out how do we make those investments and how do we start that process at the earliest point possible,” Nichols said.
“If we want to become the safest city in America, we have to keep building systems that make sense for the challenges we face today. And one of those challenges is making sure that when somebody is in crisis, they have the right people responding at the right time.”
And, with the sample size of a little more than a year, it seems like the responses have worked.
Amanda Bradley, Family & Children’s Services vice president of crisis services, said there’s been a reduction in repeat callers to the center. The shift has led to 911 operators spending less time on those mental health calls. It’s also led to an uptick of police, fire and EMS-related dispatches.
“Fewer unnecessary mental health dispatches means officers, firefighters and EMS are more available for violent crimes, medical emergencies, fires and other urgent calls,” Bradley said.
Belinda McGhie, director of public safety communications at the 911 Call Center, said incorporating clinicians has been a “game changer.” She said it’s resulted in a morale boost for her staff, which feels the support from trained mental health professionals.
When asked if she thought Tulsa could become an inspiration for other cities looking to divert mental health calls while getting citizens proper care, McGhie said “they already have.”
It’s something that Healthy Minds Executive Director Zack Stoycoff echoed: Tulsa is spearheading this fight. Others should take notice.
“We can truly make Tulsa a national exemplar, and I really believe that with this program we are,” Stoycoff said.
“Tulsa is setting the standard, and other communities should pay attention.”
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April 20, 2023 06:33 PM
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