Consider these steps before calling the police when someone is having a mental health emergency
FOR PEOPLE SHOWING SYMPTOMS OF A MENTAL HEALTH CONDITION, POLICE INTERACTIONS CAN TURN DEADLY
By Jackie Menjivar
(Piotr Chrobot / Unsplash)
It is not a crime to show symptoms of a mental health condition. During a mental health crisis, what people need is care, not criminalization. Police are not the answer.
A mental health emergency should never turn deadly. That’s why more and more communities are adopting new ways to respond to people in these kinds of emergencies. If we want to move away from police response, we need to rely on safer alternatives for our neighbors — not just ignore them or call someone to “get rid of them.”
It shouldn’t be hard to get help during a crisis.
We’ve put together this list of things you can do when you see an individual having a mental health emergency. Learn how to support your community’s mental health in a way that’s safe for everyone — friends, family, neighbors, and strangers alike.
Why shouldn’t you call the police during a mental health crisis?
There can be serious ramifications to getting police involved in mental health emergencies. Most police officers aren’t properly trained on crisis response, de-escalation, or behavioral health in general. State and local requirements for police mental health training vary a lot, ranging from 0-40 mandatory hours. Plus, even the most celebrated Crisis Intervention Training (CIT) model still hasn’t been conclusively proven to be effective.
At the end of the day, police are trained to handle criminal activity, not provide health care. Many police tactics (including strategies of intimidation and control) are counterintuitive in mental health emergencies, where people need empathy and care.
This has led to violent and sometimes fatal encounters between police and people who appear to show symptoms of a mental health condition. For example, in November 2021, Navy veteran Anthony Quinto experienced an episode of paranoia, and his family called police for help with his mental health emergency. The responding officer restrained him and knelt on his neck until he lost consciousness. He was rushed to the hospital, where he died days later.
According to the Washington Post, almost a quarter of people shot and killed by police since 2015 had a known mental health condition. That number is likely to be even higher if you include people without a formal diagnosis.
What is a mental health crisis?
When someone is having a mental health crisis, we may not know their experience. You should approach them with care and recognize that a crisis looks different for every person.
They may be struggling to take care of themselves or function day-to-day. They may be at risk of hurting themselves or other people (but keep in mind that people living with a mental illness are much more likely to hurt themselves than other people). Mental health conditions and environmental stress can contribute to a mental health crisis, and they can happen anywhere. Some signs of a mental health crisis are:
A dip in personal hygiene (bathing, brushing teeth, combing hair)
Talking about hurting themselves or others
Isolating themselves from people and situations that they’re usually involved in
Impulsive and reckless behavior (substance abuse, picking fights)
Big changes in their routine (not sleeping, eating, going to work)
Seemingly out of touch with reality (hearing voices, seeing hallucinations, expressing paranoid thoughts)
Sometimes they may not be able to communicate as well as they normally do. They may be in distress and not know how to respond to the situation. It’s important to meet them with empathy and understanding, whether they’re someone you know and love or a stranger you’ve just met. Too many people have been harmed because their symptoms were seen as threatening. Just because someone’s behavior makes you uncomfortable, it doesn’t necessarily mean that they’re dangerous or are in need of police intervention.
Our mental health exists on a spectrum, with a range of severity in mental health conditions and symptoms. This is an important context when you’re helping someone during a mental health crisis. If you’re not already familiar, read up on some commonly misunderstood symptoms of mental health conditions, including psychosis, mania, and paranoia. And if you know the person’s diagnosis, take some time to learn more about their specific condition. The more context you have, the better.
De-escalation & mental health first aid
Sometimes the best first step is to approach the person yourself and help them get to a calmer state. There are de-escalation techniques that you can use to diffuse the situation.
Mental Health First Aid is one training program for learning how to de-escalate mental health emergencies. These are the basics of their ALGEE action plan. (If you’re interested in learning more, they also have free virtual courses for both adults and teenagers.) This is just one tool that you can use, but remember that every situation is different — in severity, context, cultural background, etc — and may require a unique response.
A: Approach, assess, and assist. Start a conversation with them. A simple, “Are you okay?” can go a long way. Look out for any warnings that they’re at risk of suicide or harm. Help them with any immediate things, like getting them water or a place to sit.
L: Listen non-judgmentally. This person is going through a tough time, and talking about what’s happening can help. Listen without judgment using active listening skills. It’ll give them space to let their feelings out, and it’ll help you figure out what they need.
G: Give reassurance and information. The most important thing you could express to this person is that they’re not alone. Focus on the way they’re feeling, and give them hope for overcoming what they’re going through. (“I’m really sorry that you’re going through this. It must be scary to feel like there’s someone always following you. I’m here for you, and I’m hopeful that you’ll be able feel safe again soon.”)
E: Encourage professional help. Point them toward resources like the ones below. This also goes beyond giving them mental health resources. They can find help with housing, food, and other basic needs.
E: Encourage other support. Help them connect with their friends, family, or other members of their support system. If they don’t have any, suggest some community programs that could help (like support groups or substance use programs).
To keep the situation calm, remember to keep your voice and body language neutral and stay at a distance to give them space. Ask any other onlookers to respect the person’s privacy and not crowd them.
It’s important to remember that not every situation calls for you to get directly involved, so use your best judgment on whether or not to step in. This is an easier call to make when it’s someone you know, but you can be just as helpful to a stranger. If you don’t feel like it’s safe or appropriate to intervene, try some of the other resources on this page instead.
Calling 988
988 is the national three-digit number for mental health and substance use-related emergencies. It connects you to the National Suicide Prevention Lifeline. Counselors on the other end of the line are there to listen, understand your problem, provide support, and share any local resources that may be helpful.
You can call 988 on behalf of someone experiencing a mental health crisis, but keep in mind that they may involve police if they think it’s necessary. According to the Lifeline, less than 2% of calls contact emergency services (911, police, sheriffs), and more than half of those had the caller’s consent to do so. If they can help it, crisis counselors want to find a less invasive plan that keeps everyone safe and doesn’t involve police intervention.
Mobile crisis units
Mobile crisis units are first-responders trained for crisis situations involving people with mental health conditions. They can include nurses, social workers, and psychologists. They’re an alternative to calling 911, although some may inform the police.
The best way to find out if your area has a mobile crisis service is to search: “mobile crisis team” + “[your county].” These directories from Don’t Call the Police and the Black Emotional and Mental Health Collective have a non-exhaustive list of mobile crisis services.
Mental health treatment facilities
If your area doesn’t have a mobile crisis unit, you can still connect them with mental health care by getting them to a mental health treatment facility. If you go this route, you need to be comfortable transporting them yourself. These are examples of facilities that can help in a mental health emergency and ways to research what’s available in your area.
Psychiatric Hospitals: These are facilities that offer inpatient or residential mental health treatment. To find one in your area, use these resources, or search: “psychiatric hospital” “[your city or state].”
Crisis Centers: These are walk-in centers for people experiencing a mental health crisis to get immediate help and be referred to other programs and resources. To find one in your area, search: “crisis center” “[your city or state].”
Respite Centers: These are overnight recovery centers that offer an alternative to hospitalization. To find one in your area, search: “respite center” “[your city or state].”
Certified Community Behavioral Health Clinics: These are state-operated clinics that provide services to improve mental health. Some have crisis response services, and others only have long-term programs. To find one in your area, use this locator, or search: “certified community behavioral health clinic” “[your city or state].”
Emergency Room: If there aren’t any other services or facilities available, getting them to your nearest hospital may be your best option. This is especially true if the person is at risk of suicide or harm.
The Substance Abuse and Mental Health Services Administration's (SAMHSA) has a Mental Health Facilities Locator that can also help you find community outpatient, inpatient, and residential treatment facilities.
Hotlines
Hotlines aren’t just for people in crisis. You can call on behalf of someone else to get referred to resources in your area. Or you could call and put the phone on speaker to encourage the person to talk with them.
If 911 is your only option
Keep in mind that once you call 911, the officers have their own protocols that they have to follow. Carefully think about calling 911 as your last option, only if the person is at serious risk of hurting themselves or someone else. When you call 911, you can advocate for certain things, but there’s no guarantee as to what will happen. You must be prepared to have officers arrive on the scene. They may restrain, arrest, or even harm the person you’re trying to help.
One reason to call 911 is to clarify your understanding of the crisis resources that are immediately available — not to ask for law enforcement. When you call, you’ll be connected to a dispatcher. Say something like this:
“Hi. I’m trying to help someone who appears to be in a mental health crisis, and what I need support on is de-escalation and transporting them to a safe location. Is there a mobile crisis team or similar resource that can help me with these specific tasks?
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In caring for other people, remember to care for yourself too. You may come away from a situation like this feeling guilty about what you did or didn’t do or what you should or shouldn’t have said. Before you jump in to respond, know how you normally process crisis situations, and understand the role that you select.
It might feel scary or overwhelming to help someone in the middle of a mental health emergency, but it's so important to advocate in real time for someone who really needs it. Even imperfect help is better than doing nothing. By stepping up, you may be saving someone's life.