Calling 911

Calling 911 regarding a person with a mental illness is an extremely stressful act. This step should be taken only in an emergency when you believe your life or the life of someone else is in immediate danger. If not a matter of immediate physical danger, call Virginia Beach Emergency Services at 757-385-0888. Not only do you have concern for the person about whom you are making the call, but you also want to make sure that you give law enforcement accurate information so that they will be able to respond effectively and safely. Try to control the volume of your voice. Although this is a very emotionally charged time, when you shout over the phone, it may be difficult for the 911 Operator to understand what you are saying and the information may not be accurately recieved. Try to speak as calmy and clearly as possible.

Tell the 911 Operator the Following Information

• Your name and address

• The person's name and your relationship with them

• That the person has a mental health condition and what the diagnosis is

• Any medication being used - if use has stopped, for how long

• Any history of violent acting out - is there a past history of fighting with police

• Do you feel threatened?

• If the person hears voices

• If the person fears someone

• If there are any weapons in the house - If there are weapons, try to safely remove them before calling 911

• What the person is doing and saying now, and where they are in the house

• Request a CIT (Crisis Intervention Team) officer who has experience working with people who have a mental illness

When the Police Arrive

Have all the lights in the house turned on, so that all occupants can be clearly visible to the arriving officers. Have nothing in your hands if you come out of the house to meet the officers. Do not run up to the officers. They have no idea who you are and anything you may carry can possibly be interpreted as a weapon. It is essential that the officers responding to your emergency call establish a comfort zone - knowing who the person with the mental illness is, and that you, who possibly may be also agitated, are not a threat. As calmly as possible, identify yourself.

Tell the officers:

• Who you are & your relationship to the person you're calling about - give their name & yours 

• That the person has a mental illness

• What kind of mental illness it is

• What medication is being taken

• If medication use has stopeed and for how long

• If the person is violent, delusional, or paranoid

• Any history of suicide attempts

• An attending psychiatrist's and/or case manager's telephone number

 Officers responding to a 911 emergency call are very focused when they arrive on the scene. First, they will make the scene safe for you, the person with the mental health condition, and themselves. The more informed and at ease the officers are, the less likey that anyone will be injured or that the situation will worsen. Spend all the time that is necessary answering all of the officers' questions. Answer directly and concisely. Do not ramble. Offer any advice you deem helpful. Officers tend to tune out persons who try to tell their entire life's story. After this is done, they will usually be able to deal with you and answer any questions. Although it is difficult in times of crisis, being patient is essential.

Updated and distributed by:

The Office of Consumer and Family Affairs

Virginia Beach Mental Health and Substance Abuse Division

Original document provided by Pinella's County, Florida