Q&A
911 call evaluation process for B-HEARD eligibility
1:42:11
·
75 sec
Council Member Yusef Salaam inquires about the 911 operator's process for evaluating calls for B-HEARD eligibility. Deputy Chief Ebony Washington explains that after verifying the location, operators ask about the situation and whether there's any danger or harm involved. If no immediate danger exists, the call is connected to EMS.
- Operators take the caller's description at face value
- They ask if the person is a danger to themselves or others
- Calls are connected to EMS regardless of danger assessment
Yusef Salaam
1:42:11
Thank you.
1:42:14
I'm wondering in terms of the calls for the 911 operators, how they evaluate the eligibility for be heard or to route the the the calls to be heard.
1:42:25
And what types of behaviors indicate a potential threat of violence, for instance, yelling, throwing plates, property damage, things of that nature?
1:42:34
I'm just trying to figure out, like, how to what's the process that they say, you know what?
1:42:40
This is this doesn't need to be responded to with a threat of death, but rather mental health challenge.
Ebony Washington
1:42:52
Okay.
1:42:52
So after verifying a location, the operator will ask the caller essentially what's going on.
1:43:00
We take a face value what the caller is saying.
1:43:04
If someone is experiencing a mental health crisis, we will then ask, are they a danger to themselves or anyone present or is anyone hurt?
1:43:18
If none of that exists, we will connect to either EMS, either way, whether there is or isn't.
