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A qualitative evaluation of a civilian-based crisis response program: Equity, process, and acceptability
Emily Torres1, Karen Liller2, Nicholas E Stewart1
1Center for Justice Research and Policy, University of South Florida.
Psychological Services
|March 17, 2026
Summary
The Community Assistance and Life Liaison (CALL) program successfully diverts non-police crisis calls, showing positive community impact and acceptance. Further data is needed on equitable implementation for diverse populations.
Area of Science:
- Public Health
- Social Work
- Criminology
Background:
- Growing need for non-law enforcement responses to mental health crises.
- Emergence of alternative crisis response programs nationwide.
- The Community Assistance and Life Liaison (CALL) program as a case study.
Purpose of the Study:
- Second-phase evaluation of the CALL program.
- Focus on implementation processes, impact, and acceptability.
- Identify key themes and challenges in program delivery.
Main Methods:
- Qualitative study employing in-depth interviews.
- 23 informants from leadership, police/911 staff, and community members.
- Thematic analysis of interview data.
Main Results:
- Key themes: buy-in, safety vs. accessibility tension, fidelity, police referral, awareness, equity.
- Police and 911 staff reported positive impacts and workload reduction.
- Community members reported positive experiences; Black leaders sought more equity data.
Conclusions:
- CALL demonstrates potential for effective alternative crisis response.
- Balancing safety protocols with service accessibility is crucial.
- Recommendations provided for optimizing program acceptability and accessibility.
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