We help jurisdictions connect residents to the right services at the right time by developing and implementing programs that divert 911 calls to other responses, such as unarmed community responder teams and behavioral health professionals.
Overview
The GPL supports jurisdictions that are interested in diverting a significant share of 911 calls to:
Unarmed community responder teams (also called mobile crisis teams or holistic assistance response teams);
Behavioral health professionals located in 911 call centers;
988, 311, or local crisis lines;
Other programs aimed at reducing reliance on traditional emergency response.
By investing in these types of programs, jurisdictions create an alternative response branch designed to identify and connect 911 callers to the right response at the right time. That response might look like connecting someone with a non-life threatening medical concern to a nurse hotline or dispatching a community responder team to help someone experiencing a mental health crisis. Alternative 911 programs can also provide on-the-phone assistance to callers who might benefit from additional services such as housing supports.
These efforts can reduce unnecessary criminal justice system involvement and create more equitable outcomes for communities of color, people with serious mental health disorders, and others disproportionately impacted by the criminal justice system.
Launch, expand, or improve alternative response programs as a dedicated branch of 911
Evaluate the impact of alternative response programs
Enhance 911 call triage capabilities to redirect calls to appropriate resources
Support is usually provided on a weekly basis for up to 10 months and includes coaching for government staff, access to adaptable implementation templates, and connections with peer governments.
We worked with the GPL to select eligible call types, develop our call triage process, and create our data measurement plan, enabling us to prepare for a successful launch and measure our impact over time. Now, our Alternative Response Unit is being dispatched to numerous non-violent 911 calls, connecting residents in crisis with needed referrals, providing transportation to other service providers, and delivering compassionate care.Paige Bowie
Division Chief, Special Operations, Alameda County Fire Department
The GPL’s Alternative 911 Emergency Response Implementation Cohort, launched in September 2021, has provided applied research support and technical assistance to 24 Cohort participants representing 35 jurisdictions. Collectively, these programs have responded to nearly 175,000 calls.
Is your government exploring, planning, implementing, or expanding alternative 911 emergency response? Join our free Community of Practice, composed of more than 340 representatives from 100+ jurisdictions.
Watch our Alternative 911 Emergency Response Learning Series Events
The GPL’s Alternative 911 Emergency Response Learning Series held events on using data to assess and improve alternative emergency response and key milestones for launching alternative emergency response.
Each event features actionable insights from alternative emergency response leaders in the field.
We worked with the GPL to select eligible call types, develop our call triage process, and create our data measurement plan, enabling us to prepare for a successful launch and measure our impact over time. Now, our Alternative Response Unit is being dispatched to numerous non-violent 911 calls, connecting residents in crisis with needed referrals, providing transportation to other service providers, and delivering compassionate care.Paige Bowie
