Recognize Evaluate Support Prioritize Observe Navigate De-escalate
This is a 16-hour, actionable framework for telecommunicators, who are often the first to encounter mental health needs hidden inside criminal, disturbance, or emergency calls. RESPOND equips dispatchers to recognize when a call is being shaped by unmet mental health needs, even when those needs are not the reason for the call, then communicate clearly with officers and connect callers to the right resources.
WHAT PARTICIPANTS WILL LEARN
1. Identify mental health drivers in criminal or disturbance calls. Spot cues in caller behavior, tone, language, or third-party reports that signal mental health factors are present.
2. Recognize unidentified risks to officers. Flag calls where unpredictable behavior, substance use, or co-occurring crises could elevate officer risk.
3. Enhance call-taking awareness. Assess when a caller may need a mental health lens or referral, even when the call is coded as criminal.
4. Respond effectively on the phone. Use communication strategies that de-escalate, gather critical information, and reassure callers in distress.
5. Communicate clearly with officers. Relay observations in concise, officer-ready language