New Approach to 911 Calls in Los Angeles
In Los Angeles, when someone needs to call 911—like during a mental health crisis—the immediate responder is typically a firefighter or an armed police officer. But a recent report hints at a potential alternative.
For over a year, the city has been experimenting with a program featuring specially trained civilians who respond to certain calls without firearms. A report published by the city recently indicated that these initial results are quite promising.
The report highlights that when unarmed crisis responders are dispatched for non-violent, non-emergency situations, they handle critical mental health crises in a way that reduces chances of escalation and emphasizes compassion and safety.
Using these “unarmed crisis responders” not only provides targeted care for those in need but also allows law enforcement to redirect their focus elsewhere.
This ongoing pilot program involves a team of licensed clinicians, social workers, and therapists working in pairs 24/7. Within its first year, the program responded to over 6,700 calls, primarily for welfare checks and reports of public substance use and indecent exposure.
On average, the program manages around 40 calls daily, which, according to the report, has saved the LAPD close to 7,000 hours in patrol time. As the department faces staffing challenges, officials believe these types of programs could become increasingly vital.
The report doesn’t clarify if the presence of these teams has affected low-level crime, but there’s an overarching hope that they will contribute to increased safety in the city.
Outreach workers follow up on specific calls, offering professional assistance to those who accept it, including mental healthcare and drug rehabilitation services.
This unarmed crisis response model is one of two initiatives managed by city officials. The other, known as the Circle Program, operates from the mayor’s office and has its dedicated call center and service area.
Some have voiced skepticism, questioning if unarmed civilians can adequately handle varied scenarios, but recent findings suggest that less than 4.1% of calls required police backup, typically relating to claims of weapons or needing an officer’s presence.
The report coincides with concerns regarding federal budget cuts to social safety net programs, leading to questions about the sustainability and impact of similar initiatives across the country.
More than half of the calls managed by these unarmed responders involved some sort of disturbance, including reports of prowlers and trespassers. The latest report reveals these teams usually take about 28 minutes to respond to calls and spend around 25 minutes on-site.
One notable account involved an unarmed team responding to a woman named “Liz” who was acting erratically. Upon arrival, they found her apartment door open and her situation potentially perilous. The team managed to ventilate the space and stayed with her until firefighters arrived, ultimately encouraging her to seek medical care.
Civil teams are not dispatched to situations involving weapons, violence, or emergencies needing medical attention, and they also won’t respond to incidents involving minors or more than three individuals.
Officials from the police department have reiterated that, despite enhanced crisis intervention training and new non-lethal equipment, officers don’t always excel in managing mental health calls.
Though LAPD leaders have historically supported the program, they caution that any scenario can escalate quickly.
The city administrator’s office launched this initiative in March 2024, aiming to address longstanding issues regarding homelessness, substance abuse, and mental health—particularly following numerous critical incidents involving individuals in crisis.
This year alone, the LAPD has reported shooting 27 people, over a third relating to individuals facing behavioral challenges.
Efforts to reduce reliance on armed officers for emergency responses have been in motion for years, especially following the push for police reform after George Floyd’s death. Researchers are tracking over 100 similar programs across the nation.
While this initiative shows promise, some management challenges persist in scaling up these efforts effectively. The Los Angeles Fire Department has discontinued its use of psychiatric mobile response teams, citing ineffective release of first responders or emergency resources.
Nonetheless, advocates for these ongoing initiatives are cautiously optimistic.
“This data shows that care-first approaches are effective. They enhance safety, reduce costs, and prevent budget deficits,” stated Councilmember Eunisses Hernandez.
Additonally, Godfrey Plata, deputy director at LA Forward, has praised the program’s growth and the willingness to secure more funding, even amid fiscal constraints.
With both the World Cup and Olympics approaching, Plata emphasized the necessity for the city to explore effective methods to ensure the safety of residents and visiting tourists alike.
“This not only saves costs but also has life-saving potential,” Plata remarked. “Developing this system now will be beneficial when faced with emergencies.”
