The Impact of Embedding Behavioral Health Professionals in a 911 Call Center

Area of Science:

• Public Health
• Emergency Medical Services
• Behavioral Health Integration

Background:

• 911 call centers are crucial first points of contact for emergencies.
• Traditional responses may not always be optimal for behavioral health crises.
• Integrating behavioral health clinicians into emergency response systems is an emerging strategy.

Purpose of the Study:

• To evaluate the impact of embedding behavioral health clinicians in a 911 call center.
• To assess effects on peace officer emergency detentions (POEDs), arrests, use of force, and officer time.
• To determine the public health and safety benefits of this intervention.

Main Methods:

• Observational study with treatment and comparison groups.
• Analysis of 911 calls eligible for live transfer to embedded clinicians.
• Unit of analysis: 911 call; data from December 2019 to February 2025.

Main Results:

• Significant reduction in the likelihood of POEDs (AOR=0.57) and arrests (AOR=0.65).
• Reduced average officer time on scene by 25.8 minutes (p<0.001).
• Mixed evidence regarding the impact on officers' use of force.

Conclusions:

• Embedding behavioral health professionals in 911 call centers yields significant public health and safety benefits.
• The program effectively reduces involuntary detentions and arrests.
• Decreased officer time on scene indicates improved response efficiency.