MEMPHIS, TN — Memphis residents calling 911 now have a fourth option when they need emergency assistance: mental health support. The new option is designed to help identify behavioral health emergencies earlier in the 911 process and connect callers with appropriate resources and responders.
The City of Memphis announced the change Aug. 26, describing mental health as a new option alongside police, fire and emergency medical services. Callers who select the mental health option will be asked additional questions before the call is transferred to Memphis Fire, where emergency medical dispatchers use a specific “caller in crisis” protocol to determine what type of assistance is needed.
The service is available around the clock and is intended for people experiencing a mental health or emotional crisis, substance use concerns or other situations in which someone needs immediate behavioral health support. Trained crisis counselors can provide assistance, help de-escalate situations and connect callers with local resources.
Memphis officials say the new system is intended to make sure the appropriate response is sent as quickly as possible. Memphis Police Chief C.J. Davis said the fourth option can help dispatchers determine whether a situation requires police or whether other mental health resources may be more appropriate.
The need for such a response is significant. Memphis police respond to approximately 25,000 mental health-related calls each year, a figure that includes mental health calls, suicide-related calls, overdoses and other situations involving behavioral health concerns. Officials say officers have sometimes arrived at calls without knowing beforehand that the person involved may be experiencing a mental health crisis.
The mental health option does not automatically mean police will be excluded from a response. Dispatchers can still determine that law enforcement or other emergency personnel are needed based on the circumstances of a call. The goal is to give dispatchers more information at the beginning of an emergency so they can coordinate the appropriate response.
Alliance Healthcare Services is a key partner in Memphis’ behavioral health response system. The organization operates the Crisis Wellness Center on Broad Avenue, which opened in March 2025 with 30 crisis beds, 15 detox beds and an on-site pharmacy. Alliance clinicians also have experience working alongside Memphis first responders on crisis calls.
The new 911 option builds on Memphis’ broader effort to provide alternatives for residents experiencing behavioral health emergencies. City programs have previously included specialized crisis response teams involving Memphis Fire, mental health professionals and police officers trained in crisis intervention.
Memphis officials hope the new fourth option will make it easier for residents to identify a mental health emergency when calling 911 and ensure that the response begins with an understanding of the nature of the crisis.
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