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Police departments are the public service entities that are expected to answer the call and respond 24 hours a day, 7 days a week, and 365 days a year. The police also are increasingly likely to have to respond to individuals with mental illness and/or drug abuse issues. Furthermore, it is likely that officers will respond to the same individuals multiple times to deal with mental health or substance abuse concerns. This research addresses concerns with how police officers respond to those with mental illness and provides recommendations for approaches officers can use to de-escalate these situations. This paper is based on a research project examining justice system-wide treatment of mental illness and substance abuse in an urban Texas county. Recommendations for policy and research are addressed.