911 callers in Phoenix can now ask for help from behavioral health services

The city of Phoenix announced Monday that people who call 911 will now be asked if they need behavioral health services, along with police or fire.

BY JEFF VINTON

Dec 15, 2025, 1:55 PM Updated: Dec 16, 2025, 12:09 pm

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PHOENIX — People who call 911 in Phoenix will now have an additional choice when asked who they need help from.

That’s because dispatchers are now required to ask if callers require help from behavioral health services, in addition to the police department or fire department, according to the city of Phoenix.

The change was made over a year after the Phoenix City Council approved measures that aim to modernize public safety services and expand community-focused support.

“This new option to request behavioral health help during a moment of crisis will help make Phoenix a safer community,” Phoenix Mayor Kate Gallego said in a press release. “This will help 911 dispatchers send the right people with the right training when it matters most.”

The new policy applies to both emergency and non-emergency calls.

What will happen if behavioral health services are requested on 911 call?

When a request for behavioral health services is made during a 911 call, a dispatcher will ask additional questions to determine whether help from police officers or firefighters is also needed.

If it is determined that the call can be handled solely by behavioral health professionals, it will be transferred to a behavioral health dispatcher from the Phoenix Fire Department. A team from the Community Assistance Program will then be dispatched.

“The Community Assistance Program is proud to support the integration of this new question into the 911 system,” Phoenix Fire Department Community Assistance Program Administrator DC Ernst said. “This enhancement represents a critical step forward in ensuring individuals in crisis can quickly and clearly identify the behavioral health services they need.”