People dialing 911 in Phoenix will now hear a new question that could change how emergency calls are handled across the city: Do you need behavioral health support?
Under a new policy now in effect, Phoenix 911 dispatchers are required to ask callers whether they are seeking help from police, fire crews or behavioral health professionals. The change applies to both emergency and non-emergency calls and is designed to better match callers in crisis with responders trained to address mental health needs.
City officials say the update is part of a broader effort to modernize public safety and reduce unnecessary law enforcement involvement in situations better suited for health professionals. The Phoenix City Council approved the shift more than a year ago as part of reforms focused on community-based response.
When a caller requests behavioral health assistance, dispatchers will ask follow-up questions to determine whether police officers or firefighters are also needed. If the situation does not require law enforcement or fire response, the call is routed to a behavioral health dispatcher within the Phoenix Fire Department. From there, a Community Assistance Program team is sent to provide on-scene support.
Mayor Kate Gallego said the new option is intended to improve outcomes during emotionally charged situations by ensuring people receive help from specialists with the appropriate training. City officials have emphasized that the policy does not replace traditional emergency responses but adds flexibility for callers experiencing mental health crises.
Phoenix’s Community Assistance Program has already been operating alongside police and fire units, but the integration of behavioral health directly into the 911 decision-making process marks a significant expansion. Fire Department leaders say it allows people in distress to clearly identify their needs at the very start of the call.
The update follows other recent public safety changes in the region, including expanded use of technology in emergency communications and investments in alternative response models. More information about Phoenix’s public safety initiatives can be found through the city’s official website at https://www.phoenix.gov.
City leaders say the long-term goal is a safer system that prioritizes care, de-escalation and appropriate response — especially for residents facing mental health emergencies.
