06/11/2026
Every day, more than 32,000 calls made to 911 involve a person experiencing a mental health crisis. Yet many 911 call takers receive little to no specialized training on how to respond to behavioral health emergencies.
With support from the AAA-ICDR Foundation, the Meadows Institute partnered with Fountain House to interview individuals living with serious mental illnesses about their experiences calling 911 during a mental health crisis. The goal was to better understand how emergency response systems can support people in their most vulnerable moments.
The study found that trust, empathy, clear communication, and opportunities for choice can play a critical role in helping callers feel heard, understood, and supported.
These insights informed the development of training curricula, discussion guides, call center triage tools, and other resources to help 911 call centers strengthen their response to mental health emergencies.
π Read the full white paper to learn how lived experience can help shape more effective, person-centered responses to mental health crises: https://mmhpi.org/project/learning-from-persons-with-lived-experience-in-911-crisis-response/
#911
To better understand how people experiencing a mental health crisis may want to engage with 911 and other crisis response services, the Meadows Institute and Fountain House partnered to conduct interviews with people living with serious mental illness.