By Government Performance Lab Team
Since 2021, the Government Performance Lab (GPL) has provided intensive implementation support to 23 alternative emergency response programs representing 35 unique jurisdictions through its . Collectively, they have responded to more than 65,000 calls, including those related to mental and behavioral health, trespassing, domestic violence, welfare checks, and drug use.
In a on the subject matter, GPL’s policy leads showcased their expert insights that programs hiring for alternative emergency response roles are increasingly prioritizing candidates with behavioral health expertise, such as social workers and paramedics, as well as individuals with lived mental health experience, known as peer navigators. These programs invest heavily in on-the-job training to ensure responders are prepared to address crises safely and effectively. The training process, which can last from two to six months, is distinct from that of traditional emergency responders, as it includes specialized instruction in trauma-informed care, crisis de-escalation, and service referrals. This comprehensive approach ensures responders are equipped to assess emergencies, de-escalate situations, and connect individuals to resources such as shelter.
Additionally, these programs emphasize building ongoing support among other emergency response stakeholders, such as 911 dispatchers, police, and paramedics, which is essential for effective collaboration in the field. Stakeholder buy-in can vary; while some may worry about duplication of services or unarmed responders' safety, others recognize the value of specialized skills brought by alternative teams. Program leaders view stakeholder engagement as a continual process, gradually expanding pilots to demonstrate value. In response to the complexities of emergency calls, programs are also broadening eligibility to include calls beyond mental health crises, such as trespassing or domestic violence, allowing them to offer behavioral health expertise in a wider range of situations.
To read more about GPL’s work in Alternative 911 Emergency Response,
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