Crisis Call Diversion (CCD)

The Crisis Call Diversion team is the front line of Mobile Integrated Healthcare. Based inside Oklahoma City’s 911 Communications Center, CCD clinicians respond to behavioral and mental health-related calls in real time — ensuring every caller gets the appropriate care for their situation.

About Crisis Call Diversion

The CCD team is made up of licensed mental health professionals embedded within the 911 Communications Center. They work in close coordination with dispatchers, MIH field teams and law enforcement partners to provide safety and care from the very first call.

What the CCD Team Does:

Assesses each call to determine if a mobile response is needed or if support can be provided over the phone.
Dispatches MIH field teams like the Alternative Response Team (ART) or Crisis Response Team (CRT) when in-person care is appropriate.
Coordinates with law enforcement when there’s a safety concern, sending co-response teams if needed.
De-escalates situations before first responders arrive.
Supports officers in the field when unexpected mental health concerns arise during a call.

By reducing unnecessary dispatches and offering expert care, CCD ensures that people in crisis are met with the most appropriate support.

FAQs

How does the Mobile Integrated Healthcare team make sure that each 911 call gets the appropriate response?

When a 911 call comes in, trained dispatchers assess the situation to decide if an MIH response is appropriate. In some cases, if an in-person response is not needed, dispatchers may provide support over the phone and connect the caller with resources. If an in-person team is needed, the dispatcher sends the team that can best address the caller’s needs. If there’s a safety concern, MIH may respond alongside law enforcement.

Is Mobile Integrated Healthcare replacing 988 and 211?

No. MIH does not replace existing services like the 988 Mental Health Lifeline or 211 for social service referrals. Those resources remain important tools for residents in need. MIH complements them by offering additional in-person and real-time support during a behavioral health crisis when someone calls 911.

How is the Mobile Integrated Healthcare team structured?

Mobile Integrated Healthcare operates under the Oklahoma City Fire Department and includes a specialized staff of licensed clinicians, paramedics, response navigators and peer recovery specialists. MIH is organized into four teams:

Crisis Call Diversion (CCD): Staff embedded in the 911 Communications Center to assess mental health-related calls and determine the most appropriate response.
Crisis Response Team (CRT): Responds to individuals experiencing a mental health emergency who may be showing signs of being a risk to themselves or others. Often co-responds with Crisis Intervention Team (CIT)-trained law enforcement officers.
Alternative Response Team (ART): Handles overdose situations and less acute mental or behavioral health needs, and supports individuals beyond the crisis.
Community Advocacy Program (CAP): Works with residents who frequently call 911 for non-emergency concerns, helping them address their underlying needs and connecting them to resources.

How did the City determine that Mobile Integrated Healthcare was needed?

The Mobile Integrated Healthcare program originates from work that began in 2020 with the creation of the Law Enforcement Policy Task Force and the Community Policing Working Group. The result of the meaningful work and collaboration of these two groups was the Recommendation Report(PDF, 2MB) received by Council in March 2022. From that report, the Public Safety Partnership was formed to ensure a sustained focus on the implementation of those recommendations. The Public Safety Partnership continues to be a collaboration among community stakeholders, city council, OKCPD, OKCFD and residents to advance public safety for the Oklahoma City community.

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