Crisis Call Diversion

In partnership with the Canadian Mental Health Association (CMHA) of Halton, the Call Diversion program ensures that anyone experiencing low-risk mental health challenges receive the right support at the right time, while allowing 9-1-1 communicators to focus their attention on incoming emergency calls across the region.

When someone who is under mental health distress dials 9-1-1, an HRPS emergency communicator will answer their call as the first point of contact and assess whether the individual requires urgent help. If the call is not urgent, the 9-1-1 communicator will request the caller’s consent before transferring them to a trained CMHA professional who will provide the individual with specialized support, care, and guidance, highlighting the HRPS’ role in screening, risk-assessment, and maintaining responsibility for public safety and dispatch decisions. If the caller’s situation changes and the incident becomes an emergency, the individual will be transferred back to a 9-1-1 communicator to receive immediate help.

CMHA crisis workers are responsible for taking over eligible calls, providing real-time de-escalation, crisis intervention, and system navigation. Their role includes connecting individuals to appropriate community supports and arranging follow-up, with the goal of resolving situations without police involvement whenever safely possible.