Crisis Call Diversion Line Gives Hope to Callers

What is CCD?

When a resident calls 911 with a mental or behavioral health crisis, they may be diverted to a licensed clinician within the Raleigh-Wake Emergency Communications Center.

The clinician will provide over-the-phone support and de-escalation and connect the individual to the resources they need.

Why it Matters

Clinician Ashley Wilson has been working in crisis settings for 15 years. She points out that while she and her co-workers are helping people experiencing a crisis, their work also saves 911 resources for the rest of the community.

Prior to this program, many of these calls would have required responses from EMS and Raleigh Police. Now, those resources are freed up to respond to medical and other emergencies while Wilson and her coworkers assess the mental health crisis calls to determine exactly what is needed.

Wilson says while there is still a stigma surrounding mental health, programs like this help connect people with the right resources.

“My goal every day is to give the person a positive experience so they will continue to seek treatment,” said Wilson. We want to provide a safe space. To let them know they’re not alone.”

About the Program

The program’s initial hours are from 9 a.m. to 5 p.m. on Monday through Friday.

Callers who are eligible for this service must not have a weapon or be a danger to themselves or others.