Inside Austin’s Groundbreaking 911 Mental Health Crisis Response Team
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In the heart of Austin, Texas, a quiet revolution is unfolding within the walls of the Combined Transportation, Emergency, and Communications Center. Here, clinicians like Lilly are redefining how cities respond to mental health crises, one call at a time.Lilly, a mental health specialist in her mid-20s, is part of the C3 team, a group of clinicians who handle mental health-related calls routed through Austin’s 911 system. “My name’s Lilly,and I’m a mental health specialist with 911,” she introduces herself to callers.“What’s going on today?”
This innovative approach began in early 2021, when Austin became the first city in the U.S. to integrate mental health services into its 911 answering script. Callers are now greeted with four options: “Do you need police, fire, EMS, or mental health services?” Those who choose the latter are connected to specialists like Lilly, who provide immediate support and guidance.
A Day in the Life of a Mental Health specialist
Lilly’s shift is a marathon of empathy and problem-solving. On a recent evening, she received a call from Robert, a man at a Walmart seeking a respite bed for the night. Robert shared that he was planning to visit family soon but had nowhere to stay in the meantime.He also revealed he had been struggling with suicidal thoughts.
“Do you plan on burning yourself today? Do you have something with you that could hurt you?” lilly asked, her voice steady and calm. After assessing Robert’s immediate risk, she directed him to Integral Care’s Psychiatric Emergency Services (PES) walk-in clinic on Airport Boulevard. The clinic offers beds and urgent mental health care for those in crisis.
For lilly, this is just another day on the job.“Starting out, it’s pretty scary and intense, because you don’t know what’s going to come on the line,” she admits. But after 10 months, she’s learned to navigate the emotional terrain of each call with grace and professionalism.
Why Austin’s Model Matters
Austin’s pioneering approach to mental health crisis response is a game-changer. By diverting mental health calls away from customary emergency services, the city is reducing the burden on police and EMS while providing more appropriate care for those in need.
the C3 team, which stands for crisis Call Center, is at the forefront of this effort. they handle a wide range of calls, from individuals experiencing panic attacks or psychosis to those simply seeking connection.
Key Insights from Austin’s Mental Health Crisis Response
| Aspect | Details |
|————————–|—————————————————————————–|
| Program Launch | Early 2021 |
| Unique Feature | First U.S. city to include mental health services in 911 answering script |
| Team Name | C3 (Crisis Call Center) |
| Services Offered | Immediate mental health support, referrals to clinics like Integral Care’s PES |
| Impact | Reduces strain on police and EMS, provides specialized care for callers |
A Glimpse into the Future
Austin’s model has already inspired other cities to rethink their approach to mental health crises. By prioritizing compassion and specialized care, the C3 team is setting a new standard for emergency response.
For those in crisis, the message is clear: help is just a phone call away. As Lilly puts it, “We’re here to listen, to help, and to guide you to the resources you need.”
If you or someone you know is struggling with a mental health crisis, call or text 988 for free, confidential support. In an emergency, dial 911.
For more on austin’s innovative mental health response, listen to KUT’s 24 Hours podcast, which chronicles a day in the life of the C3 team.
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This article is based on reporting by KUT, Austin’s NPR station. For more details, visit their coverage of Austin’s 911 mental health services.How Austin’s C3 Team is revolutionizing Mental Health Crisis Response
In the heart of Austin, Texas, a quiet revolution is taking place in how mental health crises are handled. At the center of this transformation is the Crisis Call Diversion (C3) program, a groundbreaking initiative designed to provide compassionate, non-police responses to individuals in distress.
A New Approach to Crisis Intervention
When Robert called for help, he wasn’t sure where to turn. He needed a place to sleep, to wash his clothes, and, most importantly, someone to listen.Lilly, a C3 team member, stepped in. “He was saying that he was needing somewhere to sleep and wash his clothes, but then he started mentioning thoughts of suicidal ideation,” Lilly recalls. “But they’re only thoughts — there wasn’t any plan or intent. So that’s why I felt safe enough to offer PES as a resource.”
This is the essence of C3’s mission: to provide immediate, empathetic support while avoiding needless police involvement. In cases like Robert’s, the team connects individuals with resources like the mobile crisis outreach team, which can respond within an hour or schedule a follow-up visit.
The Origins of C3
The C3 program was born out of necessity. A 2018 police shootings involving individuals in mental health crises among the 15 largest U.S. metro areas.In response, the City of austin and Integral Care, the public mental health authority for Austin-Travis County, launched the C3 program in 2019.
By 2024, the program had handled 4,849 calls, successfully diverting 87% of them without police intervention. “A lot of calls, they just need someone to listen to them, and they’ll start to feel better,” Lilly says.
how C3 Works
the C3 team operates as a bridge between 911 callers and mental health resources. When a call comes in, C3 clinicians assess the situation. If the caller is in immediate danger, police are dispatched. However, in most cases, the team can de-escalate the situation over the phone or connect the individual with resources like Integral Care’s 24-hour helpline or the National Suicide & Crisis Lifeline (988).
In 2024, C3 resolved 40% of calls through emotional support alone. For “familiar callers” — individuals who frequently reach out due to chronic mental health conditions — the team has developed individualized plans, often involving follow-ups with their regular mental health providers.
The Impact of C3
The program’s success is undeniable. Last year, police response was canceled in 286 cases where C3 intervened. By offering emotional support and connecting individuals with resources, the team has not only reduced unnecessary police involvement but also provided a lifeline for those in crisis.| C3 Program Highlights (2024) |
|———————————-|
| Total calls handled: 4,849 |
| Calls diverted from police: 87% |
| Calls resolved with emotional support: 40% |
| Police responses canceled: 286 |
A Model for the Future
Austin’s C3 program is a shining example of how cities can rethink crisis response. By prioritizing mental health and compassion over law enforcement, the program has saved lives and strengthened the community.
As Lilly puts it, “It goes a long way when someone listens to them and a family member isn’t, you know, dismissing them, or calling them crazy or something. or maybe they don’t have anyone at all.”
For those in need of support, Integral Care’s 24-hour helpline (512-472-4357) and the National Suicide & Crisis Lifeline (988) are invaluable resources. Together, we can build a future where no one faces a mental health crisis alone.
A Day in the Life of a 911 Crisis Counselor: Balancing humanity and Professionalism
When the phone rings at a 911 call center, the person on the other end is often in the midst of a crisis. For Lilly, a crisis counselor working toward her master’s degree in professional counseling, these calls are more than just part of the job—they’re a chance to make a difference.“I’ve always pictured myself having my own office and talking just to individual clients, so the thought that I’d be working at 911 really never crossed my mind, but I’d say I like it,” Lilly shares. “you definitely need crisis experience when you’re in the mental health field, and this is a great way to do it.”
Before joining the 911 team, Lilly worked in case management, where she built ongoing, in-person relationships with patients. Transitioning to crisis work required her to develop a certain “grit.”
“There’s still calls that I get where they kind of hit me a little different,” she admits. “You just have to learn how to, I guess, compartmentalize and bracket your ‘humanness’ sometimes.”
A challenging Call
One of Lilly’s final calls of the day comes from Patrick, a man distressed after his car was repossessed. Patrick hesitates to answer Lilly’s safety-related questions,fearing his responses could led to a psychiatric hospitalization.
“I don’t have the power to hospitalize you,” Lilly reassures him. “It would just be if you said, like, you had intent to end your life, and I’d have to transfer you back [to police]. That’s how it effectively works through 911.”
Eventually,Patrick accepts Lilly’s offer to connect him with the Integral Care helpline,where he can speak with someone at length.
“He was just frustrated, and he’s going through a lot — like he was in a hit and run, his car got towed, and he’s probably going through other things he didn’t say,” Lilly reflects.
A Moment of Closure
As Lilly prepares to end her shift, she receives a message from the staff at PES (Psychiatric Emergency Services): Robert, an earlier caller, has arrived at the clinic. It’s a small but meaningful victory in a day filled with challenges.
These events are part of the latest episode of 24 Hours in Austin, a podcast that offers a glimpse into the daily life of the city.
| Key Takeaways |
|——————-|
| Lilly is pursuing a master’s degree in professional counseling while working as a 911 crisis counselor. |
| Transitioning from case work to crisis counseling required Lilly to develop resilience and adaptability. |
| Patrick, a caller distressed by car repossession, was connected to the Integral Care helpline for further support. |
| robert, another caller, successfully reached the Psychiatric Emergency Services clinic. |
For more insights into the lives of those who keep Austin running, tune into 24 Hours in Austin, available wherever you get your podcasts.
Matt Largey, Mose Buchele, greta Díaz González Vázquez, Maya Fawaz, and Audrey McGlinchy contributed to this story.
E where mental health crises are met with empathy, understanding, and the right resources. Austin’s C3 program is leading the way, proving that a compassionate approach to crisis intervention can transform lives and communities.
Key takeaways from Austin’s C3 Program:
- Compassionate Crisis Response: By prioritizing mental health support over law enforcement, C3 provides a safe and empathetic space for individuals in crisis.
- Reduced Police Involvement: 87% of calls are diverted from police, reducing needless strain on law enforcement and ensuring that individuals receive the specialized care they need.
- Immediate and Long-Term Support: C3 offers both immediate emotional support and connections to long-term resources, such as Integral Care’s 24-hour helpline and mobile crisis outreach teams.
- Community Impact: The program has successfully canceled 286 police responses, demonstrating its effectiveness in de-escalating situations and providing alternatives to traditional emergency services.
- A National Model: Austin’s innovative approach is inspiring other cities to adopt similar programs, paving the way for a more compassionate and effective mental health crisis response system nationwide.
How You Can Help:
- Spread Awareness: Share facts about C3 and similar programs to help reduce stigma and encourage those in crisis to seek help.
- Support Mental Health Initiatives: Advocate for funding and resources for mental health crisis response programs in your community.
- Know the resources: Familiarize yourself with local and national mental health resources,such as the National Suicide & Crisis Lifeline (988) and Integral Care’s 24-hour helpline (512-472-4357).
Austin’s C3 program is a testament to the power of compassion and innovation in addressing mental health crises. By listening, supporting, and connecting individuals to the right resources, we can create a future where no one has to face a crisis alone.
