AUSTIN, TX — May 27, 2025 — In a bold move to transform how the city responds to mental health crises, the City of Austin and Integral Care partnered to integrate trained mental health professionals directly into the 911 system. Now, when a person calls 911, they are asked: “Are you calling for Police, Fire, EMS—or Mental Health Services?”
This groundbreaking approach ensures that people experiencing a mental health crisis receive a compassionate, clinically appropriate response, often avoiding unnecessary law enforcement involvement, arrests, and hospitalizations.
A recent study conducted by the LBJ School of Public Affairs and Cornell University underscores the significant impact of Integral Care professionals in crisis response:
- Over 50% reduction in officer time on scene
- Significant decreases in use of force, arrests, and hospitalizations
“Integral Care’s partnership with the City of Austin’s 911 Call Center is saving lives and creating better outcomes for people in crisis,” says Jeff Richardson, CEO at Integral Care. “By embedding mental health professionals into emergency response, we are helping to ensure community members receive the appropriate care they need.”
Integral Care’s Expanded Mobile Crisis Outreach Team (EMCOT) has partnered with first responders since 2013. In 2019, Integral Care team members were co-located at Austin’s 911 Call Center, making it possible to triage calls in real-time and send the most appropriate help.
Mental health clinicians are trained to:
- Identify symptoms of mental illness
- Coordinate immediate access to treatment
- De-escalate high-risk situations
- Coordinate with hospitals, shelters, and social services
- Connect individuals to long-term support
This effort is part of a larger, citywide initiative involving local government, nonprofits, and healthcare partners to build a more robust, community-based mental health system. Residents in crisis can also access immediate support 24/7 by calling 988 or Integral Care’s Helpline at 512-472-HELP (4357).
About Integral Care:
Integral Care improves the lives of adults and children living with mental illness, substance use disorder and intellectual and developmental disabilities in Travis County. Our services include a 24-hour helpline for anyone who needs immediate support, ongoing counseling to improve mental health, drug and alcohol treatment to help with recovery, and housing to regain health and independence. As the Local Mental Health and Intellectual and Developmental Disability Authority, Integral Care has pioneered high-quality, community-based care since 1967, collaborating with partners to build a supportive network and combat mental health stigma in Austin. To learn more about Integral Care, visit our website at: www.integralcare.org
MEDIA CONTACT:
Debra Joiner, Director of Communications and Engagement, debra.joiner@integralcare.org
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