First responders, mental health, dispatch coding, COVID-19: Crisis within a crisis

Talha Hashmi; Dominic Thomas; Monica Nandan

doi:10.5055/jem.0664

Authors

Talha Hashmi, MBA https://orcid.org/0000-0003-1425-7723
Dominic Thomas, PhD https://orcid.org/0000-0001-5369-2467
Monica Nandan, PhD https://orcid.org/0000-0002-0952-7963

DOI:

https://doi.org/10.5055/jem.0664

Keywords:

mental health, first responders, dispatch coding

Abstract

Community members experiencing mental health challenges often call 911. On one hand, mental health challenges among community members have grown exponentially during the coronavirus disease 2019 (COVID-19) pandemic. On the other hand, pressure on first responders has increased the complexity of emergency response due to the following reasons: responders not being trained in mental health, difficulties in properly identifying mental health calls, and discrepancies within police coding systems themselves. Consequently, mental health calls may not be addressed appropriately in a community. Understanding how first responders address 911 mental health crisis calls provides a foundation for improvement. A review of the literature illustrates the nature of responses from 911 to end disposition. The analysis highlights the challenges related to identifying mental health calls, matching appropriate responses, and targeting changes that could increase identification accuracy and speed. Based on the literature review, we are proposing a framework for training and research.

Author Biographies

Talha Hashmi, MBA

Kennesaw State University, Kennesaw, Georgia

Dominic Thomas, PhD

Information Systems and Security Department, Coles College of Business, Kennesaw State University, Kennesaw, Georgia

Monica Nandan, PhD

Department of Social Work and Human Services, Kennesaw State University, Kennesaw, Georgia

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