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IDEA: Why the identification of behavioral health calls by 911 call takers is crucial to law enforcement safety, jail population management, and better outcomes for individuals in crisis.

PROBLEM: People in crisis often call 911, and too many 911 centers lack the tools or training to recognize and appropriately handle behavioral health calls. A study published in June by the National Emergency Number Association (NENA) found that 23% of call takers feel inadequately prepared to handle mental health or suicide calls. While 988 was intended to ensure people in crisis could access care and to divert behavioral health calls away from 911, it isn’t there yet. Meanwhile, 911 call takers remain overlooked when thinking about how to connect people with the best and most appropriate crisis responses.

The 911 system is often ignored as a crucial triage point for behavioral health crises. If call takers are trained to recognize mental health needs, use clear decision-making tools, and document calls accurately, then callers can be transferred to the most appropriate response – whether that be on-scene responders or 988.

Sheriffs, who often oversee dispatch operations and 911 Public Safety Answering Points (PSAPs), are uniquely positioned to drive improvements in how behavioral health calls are handled. This session will share research and real-world examples from law enforcement, 911 systems, and behavioral health partners—highlighting actionable strategies that can enhance dispatcher support, improve service access for callers in crisis, and allow officers to focus on higher-priority, crime-related incidents. The goal is for sheriffs and dispatch directors to leave with clear steps they can take to strengthen public safety and operational efficiency.

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