People calling 911 in Phoenix are hearing a new option during the initial call intake. 911 operators on both emergency and non-emergency lines will ask callers during the call, “Do you need police, fire or behavioral health?”
Launched Dec. 15, this addition comes after the Phoenix City Council unanimously adopted a series of measures aimed at modernizing public safety services and expanding community-focused support.
If the caller requests behavioral health, operators will triage the call to determine whether a police or fire response is also necessary, or if behavioral health professionals can handle the call without assistance. When only behavioral health is needed, the call will be transferred to the Behavioral Health Dispatcher at the Phoenix Fire Department, who will deploy a Community Assistance Program (CAP) Team.
“The additional prompt will let callers know there’s an option to get mental health services to someone in need,” said communications bureau administrator Allie Edwards. “Our operators have been trained to ask additional questions in order to ensure the appropriate responders get dispatched.”
The goal is to ensure the right help is sent to the right calls, reducing unnecessary police responses while providing faster, more specialized support for behavioral health-related emergencies.
“This enhancement represents a critical step forward in ensuring individuals in crisis can quickly and clearly identify the behavioral health services they need,” said Phoenix Fire Department Community Assistance Program administrator DC Ernst.
