Louisville City Wire

Beginning July 1, 2023, Louisville Metro Government’s Crisis Call Diversion Program (CCDP), also known as “Deflection,” to send certain 911 calls to a non-police response will expand its service hours to 10 a.m.-10 p.m. The program currently operates from 2-10 p.m., seven days a week. This latest expansion was made possible by hiring additional staff to adequately provide coverage for the expanded hours.

“Nationally, we’re seeing many 911 centers adding a Deflection response to their option of services provided,” said Jody Meiman, executive director of Louisville Metro Emergency Services. “We’re proud that our program was developed here by our MetroSafe personnel, it has been recognized across the country by our peers and is now expanding further, benefitting more people and getting them the true help they need.”

The pilot program was initially launched in March 2022 with a focus on LMPD’s Fourth Division. Following its success, the program was expanded to include all LMPD divisions.

Since its launch, the CCDP has resulted in more than 1,400 Crisis Triage Worker (CTW) encounters, with the average encounter lasting about 15 minutes, though some can last up to an hour. The CTWs have made more than 500 mobile runs to help more than 330 unique individuals, with the average mobile encounter lasting a little less than an hour. These Deflection efforts continue to relieve Louisville Metro Police Department (LMPD) officers of hundreds of hours of time that might have been spent on the calls, further allowing officers to focus on violent crime.

As of July 1st, Seven Counties Services will have 20 staff members dedicated to Deflection response, including six CTWs at MetroSafe and 13 Mobile Crisis Response Teams responding in the field. Seven Counties Services will continue to hire more people to meet the goal of having the CCDP operate 24/7.

“Our Deflection team is thrilled to be able to increase the coverage of this innovative program that provides another entry point for persons experiencing a behavioral health crisis to connect with individualized, trauma-informed, compassionate community-based treatment,” said Nicole Wiseman, unit manager for the Deflection team. “Individuals experiencing a mental health or substance use crisis deserve a respectful and intentional response that meets them where they are and connects them with ongoing resources that build their resilience in their recovery.”

Here’s how the program works:

• When a person calls 911, MetroSafe call takers initially triage the call by asking questions such as “are you experiencing a mental health crisis” and questions regarding safety, such as weapons in their possession or if they’ve taken active steps to harm themselves or others, requiring Emergency Medical Services (EMS) intervention.
• If deemed appropriate, the call is transferred to a CTW in a Behavioral Health Hub within MetroSafe. LMPD officers are also able to refer runs back to CCDP that they deem safe to respond.
• The CTW team functions like crisis hotline staff to de-escalate, provide emotional support, create a safety plan and problem solve with the person in crisis.
• If it’s determined that a face-to-face response would be beneficial, CTWs initiate a mobile response.
• Mobile responders, trained in mental health crisis intervention, meet the person where they are to further de-escalate and assess the situation and, if appropriate, connect the individual to service. Responders have the option of transporting the person to the community respite center at Seven Counties Services, to a treatment facility or to any other community resource including shelter.

Those interested in a career with Seven Counties working in the CCDP should visit https://sevencounties.wd5.myworkdayjobs.com/SevenCountiesCareers and click the job category “Social Worker.”

Original source can be found here.