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The Halton Regional Police Service (HRPS) is teaming up with the Canadian Mental Health Association (CMHA) of Halton to launch a pilot program that will both improve care for those who require mental health support, while streamlining 9-1-1 emergency calls.
Starting today (Wednesday, October 1, 2025), when someone who is under mental health distress dials 9-1-1, an emergency communicator will answer their call and assess whether they require urgent help. Police, fire, and/or ambulance personnel will always be dispatched if the call is deemed an emergency. However, 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. 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.
The Call Diversion program - which operates Mondays to Fridays, 10:00 A.M. to 6:00 P.M. – ensures that those who are 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.
“As a Service, we’re proud to know that when people are experiencing challenges in their life, they look to us as their first point of contact”, said Deputy Chief Kevin Maher of the Halton Regional Police Service. “That moment when someone picks up the phone to reach out for help is a critical step and must always be handled with great care. Our professional and compassionate 9-1-1 communicators who are on the other line are ready to dispatch our officers and mental health teams right away so that callers can receive the urgent help they may need. But sometimes, we know the best type of assistance a caller can receive doesn’t always come in the form of a police officer. That’s why our partnerships with organizations like CMHA of Halton are so important. By uniting and building strategic programs like the Call Diversion pilot, together, we’re able to answer people’s calls for help in a way that ultimately benefits both the individual in need and other residents across the region who require immediate emergency help.”
Click here to learn more about the various mental health programs operated by HRPS, including the Crisis Outreach and Support Team (COAST), Mobile Crisis Rapid Response Team (MCRRT), and our youth mental health supports in partnership with ROCK (Reach Out Center for Kids).
If you are in crisis and require immediate phone support, you can call COAST at 1-877-825-9011, or call/text the Suicide Crisis Helpline on 9-8-8. In an emergency, dial 9-1-1.
About the Halton Regional Police Service (HRPS):
The HRPS is the ninth largest police service in Ontario, proudly providing frontline and investigative support to more than 672,000 area residents. Our jurisdiction is the fastest-growing region in the GTA and is expected to reach a population of 897,000 by 2031.
Media enquiries:
Halton Regional Police Service: Contact Corporate Communications by calling (905) 825-4899 or email corpcomm@haltonpolice.ca
Starting today (Wednesday, October 1, 2025), when someone who is under mental health distress dials 9-1-1, an emergency communicator will answer their call and assess whether they require urgent help. Police, fire, and/or ambulance personnel will always be dispatched if the call is deemed an emergency. However, 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. 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.
The Call Diversion program - which operates Mondays to Fridays, 10:00 A.M. to 6:00 P.M. – ensures that those who are 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.
“As a Service, we’re proud to know that when people are experiencing challenges in their life, they look to us as their first point of contact”, said Deputy Chief Kevin Maher of the Halton Regional Police Service. “That moment when someone picks up the phone to reach out for help is a critical step and must always be handled with great care. Our professional and compassionate 9-1-1 communicators who are on the other line are ready to dispatch our officers and mental health teams right away so that callers can receive the urgent help they may need. But sometimes, we know the best type of assistance a caller can receive doesn’t always come in the form of a police officer. That’s why our partnerships with organizations like CMHA of Halton are so important. By uniting and building strategic programs like the Call Diversion pilot, together, we’re able to answer people’s calls for help in a way that ultimately benefits both the individual in need and other residents across the region who require immediate emergency help.”
Click here to learn more about the various mental health programs operated by HRPS, including the Crisis Outreach and Support Team (COAST), Mobile Crisis Rapid Response Team (MCRRT), and our youth mental health supports in partnership with ROCK (Reach Out Center for Kids).
If you are in crisis and require immediate phone support, you can call COAST at 1-877-825-9011, or call/text the Suicide Crisis Helpline on 9-8-8. In an emergency, dial 9-1-1.
About the Halton Regional Police Service (HRPS):
The HRPS is the ninth largest police service in Ontario, proudly providing frontline and investigative support to more than 672,000 area residents. Our jurisdiction is the fastest-growing region in the GTA and is expected to reach a population of 897,000 by 2031.
Media enquiries:
Halton Regional Police Service: Contact Corporate Communications by calling (905) 825-4899 or email corpcomm@haltonpolice.ca
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