{"id":45296,"date":"2026-08-05T16:44:56","date_gmt":"2026-08-05T11:14:56","guid":{"rendered":"https:\/\/banitoday.com\/baltimore-is-rethinking-what-it-means-to-call-911-and-who-responds\/"},"modified":"2026-08-05T16:44:56","modified_gmt":"2026-08-05T11:14:56","slug":"baltimore-is-rethinking-what-it-means-to-call-911-and-who-responds","status":"publish","type":"post","link":"https:\/\/banitoday.com\/hi\/baltimore-is-rethinking-what-it-means-to-call-911-and-who-responds\/","title":{"rendered":"Baltimore Is Rethinking What It Means To Call 911 \u2014 And Who Responds"},"content":{"rendered":"<p> <br \/>\n<\/p>\n<div>\n<p><iframe class=\"block--iframe is-full-width\" allow=\"fullscreen\" frameborder=\"0\" height=\"250\" src=\"https:\/\/www.npr.org\/player\/embed\/nx-s1-5874720\/nx-s1-9848980\" width=\"100%\"><\/iframe><\/p>\n<p>BALTIMORE \u2014 In March in a McDonald\u2019s parking lot off a busy street, mental health clinician Michala Williams met a 38-year-old woman in a car. <\/p>\n<p>\u201cSo, you called the police for help?\u201d Williams asked the woman, who was sobbing uncontrollably and said she sometimes thinks about harming herself.<\/p>\n<p>She told Williams she has children ranging from age 2 to 22, she was dealing with health issues, and that her fianc\u00e9 had recently been jailed. She felt so overwhelmed she couldn\u2019t eat.<\/p>\n<p>The woman, who asked not to be named so that she could freely discuss her mental health, explained she\u2019d tried to get help the previous month by driving to the hospital but got pulled over on the way because her car registration had expired.<\/p>\n<p>\u201cI don\u2019t care if I get pulled over,\u201d she said. \u201cBut I was saying, \u2018I don\u2019t know what to do. I just want to go to the hospital.\u2019\u201d<\/p>\n<p>The officer arrested her for acting erratically, so instead of going to the hospital she went to jail.<\/p>\n<p>\u201cI had to sit inside of a cold cell. I couldn\u2019t use the bathroom or anything,\u201d the woman said.<\/p>\n<p>On the day she met Williams, she\u2019d decided to call 911. The dispatcher recognized the woman didn\u2019t need a police response but instead needed one of Baltimore\u2019s mobile crisis teams, which send a clinician and a peer counselor to meet people in mental health distress.<\/p>\n<p>By the end of an hourlong conversation, Williams set the woman up with referrals to a psychiatrist, a therapist, legal help, and a case manager to determine if her child with autism was eligible for government services.<\/p>\n<p>\u201cShe\u2019s been through a lot of trauma, and no one is going to deny that,\u201d Williams said. \u201cBut I now have to take all of that and decide, \u2018OK, here\u2019s steps 1, 2, and 3,\u2019 because we got to find a little bit of sliver of something to give her some hope that there\u2019s help out here.\u201d<\/p>\n<div class=\"wp-block wp-block-kff-shared-newsletter  wp-block-kff-shared-newsletter--background-white\" data-type=\"kff-shared\/newsletter\" data-align=\"center\">\n<div class=\"wp-block-kff-shared-newsletter__container\">\n<div class=\"wp-block-kff-shared-newsletter__content\">\n\t\t\t<img decoding=\"async\" src=\"https:\/\/kffhealthnews.org\/wp-content\/plugins\/kff-shared\/dist\/\/images\/newsletter-icon.png\" alt=\"Newsletter Icon\" class=\"wp-block-kff-shared-newsletter__img\"\/><\/p>\n<div class=\"wp-block-kff-shared-newsletter__text\">\n<h4 class=\"newsletter__title\">\n\t\t\t\t\tEmail Sign-Up\t\t\t\t<\/h4>\n<p class=\"newsletter__description\">\n\t\t\t\t\tSubscribe to KFF Health News&#8217; free weekly newsletter, &#8220;The Week in Brief.&#8221;\t\t\t\t<\/p>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/div>\n<p>For years, the mobile crisis teams, which are overseen by <a href=\"https:\/\/www.bhsbaltimore.org\/\">Behavioral Health System Baltimore<\/a>, a nonprofit that acts as the city\u2019s mental health department, have diverted calls from police to mental health professionals. However, the units have a limited scope, focused on people in mental health crises.<\/p>\n<p>Now Baltimore is tapping into some of the roughly $400 million <a href=\"https:\/\/www.wypr.org\/wypr-news\/2026-04-22\/baltimore-has-more-than-120-million-allocated-from-opioid-restitution-fund\">it has received<\/a> from opioid-related legal settlements to build out a broader service to operate around the clock and respond to other kinds of crises when police aren\u2019t needed.<\/p>\n<p>Baltimore logged <a href=\"https:\/\/data.baltimorecity.gov\/search?collection=Dataset&amp;layout=grid&amp;tags=911\">1.68 million calls<\/a> to 911 in 2024, but tens of thousands of them didn\u2019t require traditional emergency services, like police, firefighters, or EMTs, according to <a href=\"https:\/\/www.law.georgetown.edu\/cics\/our-team\/tahir-duckett\/\">Tahir Duckett<\/a>, an expert in community safety at Georgetown Law.<\/p>\n<p>Instead, the calls were about, for example, a homeless person who fell asleep in a store, a person who seemed confused in a public park, and someone who was yelling at passersby on the street.<\/p>\n<p>Such calls \u201cdon\u2019t require a badge, a gun, and handcuffs to resolve,\u201d Duckett said.<\/p>\n<p>Often those people end up in jail instead of getting the help they need, he said. A study <a href=\"https:\/\/www.nber.org\/system\/files\/working_papers\/w34344\/w34344.pdf\">recently found<\/a> that when a non-law enforcement team responded to 911 calls in Durham, North Carolina, it resulted in fewer arrests than when police responded \u2014 especially for callers who were Black, men, or ages 25-39. Police responses can also lead to trauma for that person or a less satisfactory outcome than another community service response would produce, Duckett said. The idea behind the Baltimore mobile crisis teams \u2014 and the new service \u2014 is to find out what people in crisis may need and how to connect them to those resources instead of arresting them.<\/p>\n<p>From 2021 to 2025, Baltimore\u2019s homicide rate decreased by 60%, setting records for the drop in violence. But at the same time, drug overdoses made national records, as about 1,000 people here <a href=\"https:\/\/www.nytimes.com\/spotlight\/baltimores-overdose-crisis\">died of an overdose<\/a> each year from 2020 to 2023.<\/p>\n<p>In 2018, Baltimore opted out of a global settlement that other jurisdictions made with opioid makers and distributors and instead sued them independently. As the opioid-related lawsuits were settled, city officials decided that the settlement awards it receives must be spent on drug-related harms \u2014 or on services that help prevent addiction, such as housing support, healthcare, and education.<\/p>\n<p>One <a href=\"https:\/\/www.wypr.org\/wypr-news\/2025-11-03\/baltimore-metro-stations-will-start-holding-naloxone-kits-for-overdoses\">new program<\/a> seeks to directly address overdoses by placing boxes of the overdose reversal drug naloxone at every subway stop. Expanding 911 services is part of a larger strategy to beef up city services, with $15 million in settlement funds allocated so far, according to Sara Whaley, Baltimore\u2019s director of overdose response. Whaley hopes the expansion will help the city think differently about how it responds to residents in crisis \u2014 regardless of why they\u2019re calling 911.<\/p>\n<p>She views the calls as an opportunity to help solve a problem rather than be punitive. \u201cWhat are the wraparound services and support that can help prevent them from being involved in this, in that emergency system?\u201d she said.<\/p>\n<p>For example, the person falling asleep in a store may need connection to community housing. The goal is to reduce violence, get people proper resources, and avoid the cycle of incarcerating people dealing with poverty, addiction, and mental health.<\/p>\n<p><a href=\"https:\/\/urbanlabs.uchicago.edu\/people\/rebecca-neusteter\">Rebecca Neusteter<\/a>, executive director of the Health Lab at the University of Chicago, <a href=\"https:\/\/harris.uchicago.edu\/news-events\/news\/university-chicago-health-lab-releases-evaluation-washtenaw-county-co-response\">studies the impacts<\/a> of services like these. She said they offer peace of mind for callers that \u201cthey\u2019re going to be met with the right response at the right time.\u201d<\/p>\n<p>\u201cWe also see responders themselves feeling like they have a better toolbox in their ability to pursue actual resolution to these calls,\u201d she said.<\/p>\n<p>To expand its system, Baltimore looked to cities \u2014 including Durham \u2014 that have adopted similar models to reroute callers who don\u2019t need emergency responders.<\/p>\n<p>Durham\u2019s diversion program is called the <a href=\"https:\/\/heartforthis.org\/about\/\">Holistic Empathetic Assistance Response Team<\/a>, or HEART. The program estimates it has diverted more than 12,000 calls in four years. It said police backup was needed for only 0.02% of those calls and that response times have improved for all types of 911 calls.<\/p>\n<p>Durham has <a href=\"https:\/\/app.powerbigov.us\/view?r=eyJrIjoiMWQ1YzViMGYtYmI1MC00NWM3LTg1NWUtMjdjNzk3NWNlYzU0IiwidCI6IjI5N2RlZjgyLTk0MzktNDM4OC1hODA4LTM1NDhhNGVjZjQ3ZCJ9&amp;pageName=ReportSection7606ef27f6ee056e6f9f\">collected descriptions<\/a> of the HEART calls, showing that nonpolice responders in Durham have helped with everything from finding housing for a woman fleeing domestic violence to setting up medical appointments for a homeless veteran.<\/p>\n<p>In one case, a hotel manager called 911 asking for help finding a blind man housing for the night, since the hotel didn\u2019t have accessible rooms available. The HEART responders booked him a room and the next day provided a ride to meet with an organization that could help secure housing.<\/p>\n<p><em>This article is from a partnership that includes <\/em><a href=\"http:\/\/wypr.org\"><em>WYPR<\/em><\/a><em>, <\/em><a href=\"https:\/\/www.npr.org\/\"><em>NPR<\/em><\/a><em>, and KFF Health News.<\/em><\/p>\n<\/div>\n<p><br \/>\n<br \/><a href=\"https:\/\/kffhealthnews.org\/public-health\/baltimore-911-mental-health-calls-police-social-services-mobile-crisis-teams\/\">Source link <\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>BALTIMORE \u2014 In March in a McDonald\u2019s parking lot off a busy street, mental health clinician Michala Williams met a 38-year-old woman in a car. \u201cSo, you called the police for help?\u201d Williams asked the woman, who was sobbing uncontrollably and said she sometimes thinks about harming herself. She told Williams she has children ranging [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":10378,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[270],"tags":[],"class_list":["post-45296","post","type-post","status-publish","format-standard","has-post-thumbnail","category-health-2"],"aioseo_notices":[],"aioseo_head":"\n\t\t<!-- All in One SEO 4.9.10 - aioseo.com -->\n\t<meta name=\"description\" content=\"BALTIMORE \u2014 In March in a McDonald\u2019s parking lot off a busy street, mental health clinician Michala Williams met a 38-year-old woman in a car. \u201cSo, you called the police for help?\u201d Williams asked the woman, who was sobbing uncontrollably and said she sometimes thinks about harming herself. 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