9-1-1 Diversion

Behavioral Health Pilot Overview

Implementation of the 9-1-1 Diversion Pilot officially launched on June 16. The pilot diverts two behavioral health call types to the Here2Help line, which Baltimore Crisis Response Inc (BCRI) operates — both call types are related to suicidal ideation.

The central mission of the 911 Behavioral Health Diversion project is to match patients to the most appropriate and available resource. Patients experiencing a behavioral health crisis will be connected to a crisis hotline staffed 24/7 by trained mental health professionals.

Secondary outcomes of the behavioral health diversion project include:

  • Reduced police response
  • Reduced utilization of 911 resources (fire and EMS)
  • Raising awareness about available behavioral health resources and promoting linkage between EMS, BCRI, and other crisis-oriented resources (stabilization center, de-escalation training, etc)
  • Minimized interruption of 911 workflow

Behavioral Health Diversion Pilot Flowchart

An “successful” diversion occurs when a patient in need (who meets inclusion criteria) is linked to the Here2Help crisis hotline. The hotline is then able to close the encounter without response from police or fire/EMS resources. Co-notification occurs when patients are connected to the crisis line and there is some degree of response by BPD or BCFD resources.