Evaluating a 911 Dispatch Diversion Program for Behavioral Health Calls

• In Event: Implementing Deflection Based Approaches in Police Response to Substance Use and Mental Health Issues

Abstract

People with mental illness (PWMI) are overrepresented in the criminal justice system. Justice involvement often begins when a PWMI calls for assistance to a 911 center. Public safety operators (PSOs) then deploy police officers who may lack the expertise and resources to connect PWMI to supportive services. PWMI may be better served by mental health clinicians through PSO referral. This research evaluates the impacts of a 911 dispatch diversion program. Developed by the New Castle County Division of Police (NCCPD) and its Division of Emergency Communications (NCDEC) in Delaware, Intercept Zero allows PSOs to redirect callers presenting with an emergency related to a mental health crisis and those without emergencies and documented mental health histories to clinicians embedded in the 911 center. This research relies on descriptive statistics and time-series modeling to distinguish changes in call outcomes. Using original program data collected by NCCPD & NCDEC, we compare observed events and time-series forecasts of dispatch, arrest, and treatment referral events to approximate a counterfactual world without Intercept Zero. Lessons are drawn to consider the effectiveness of Intercept Zero as a paradigm for deflection at one of the earliest points of criminal justice contact.

Authors

• Ellen Donnelly, University of Delaware

• Daniel J. O'Connell, Center for Drug and Health Studies, University of Delaware

• Jullianne Regalado, Center for Drug and Health Studies, University of Delaware