When someone you care about is struggling with mental health symptoms or substance use, moments of crisis can feel overwhelming and unpredictable. Families often do everything they can, but sometimes the situation escalates to a point where immediate help is needed. In those moments, calling law enforcement may feel frightening or like a last resort, yet for many families it becomes part of the path toward safety and stabilization.
This blog is designed to help you understand what happens when law enforcement becomes involved, what your options are, and how you can best support your loved one during a crisis. You’ll learn how police, mental health professionals, and community resources work together, what your loved one’s rights are, and what steps you can take before, during, and after an emergency. Most importantly, we want you to feel informed, supported, and confident that you don’t have to navigate these difficult situations alone.
Why Police Often Become Involved in Mental Health and Substance Use Emergencies
Mental health and substance use crises rarely happen on a predictable schedule. They can unfold late at night, on weekends, or during moments when community treatment providers aren’t immediately accessible. In many areas, law enforcement is the only 24/7 resource available to respond quickly when someone is in danger, acting unpredictably, or experiencing severe symptoms. Families often turn to 911 not because they necessarily want police involvement, but because they need immediate help to keep their loved one, and everyone around them, safe.
Police may also become involved when a crisis occurs in public or when bystanders call for help. Behaviors like shouting, wandering into traffic, disorientation, or appearing under the influence can trigger safety concerns that prompt others to contact law enforcement. Officers are trained to assess these situations rapidly, determine whether someone poses a risk to themselves or others, and coordinate the next steps. While they are not clinicians, many officers today receive specialized training to recognize signs of mental illness or addiction and to connect individuals with medical or behavioral health support whenever possible. Understanding why police show up, and the intentions behind their response, can help families feel more confident and supported during a difficult moment.
What Happens When You Call 911 for a Mental Health or Addiction Crisis
Calling 911 for a loved one is an emotional decision, but understanding what happens next can make the process feel less overwhelming. When you call, the dispatcher will ask questions to understand the severity of the situation. They may ask whether your loved one is threatening self-harm, behaving aggressively, appearing confused or disoriented, or under the influence of substances. These questions help determine what type of response is needed and how fast help must arrive. It’s okay if you don’t have all the answers, sharing what you see and hear is enough.
Once responders are dispatched, officers typically begin by assessing immediate safety. Their first priority is stabilizing the situation so no one gets hurt. Depending on your area, you might also see a Crisis Intervention Team (CIT) officer or, in some communities, a mental health professional paired with law enforcement. Officers may talk with your loved one to de-escalate emotions, gather information, and determine whether medical or behavioral health support is needed. From there, several outcomes are possible: transportation to a hospital or crisis center, referral to treatment, a voluntary trip to seek care, or in some cases, protective custody if your loved one is unable to stay safe. While the process can feel intimidating, knowing what to expect helps families stay calm, communicate clearly, and advocate for the best possible outcome.
Crisis Response Options: More Than Just Police
Many families are surprised to learn that a police response isn’t the only option during a mental health or substance use emergency. While law enforcement is often the fastest resource available, communities increasingly rely on specialized crisis teams designed to provide a more clinical, compassionate approach. These alternatives can be especially helpful when a situation is escalating but not yet dangerous, or when your loved one might respond better to health professionals than to uniformed officers.
Depending on where you live, you may have access to services such as Crisis Intervention Team (CIT) officers, co-responder teams (an officer paired with a mental health clinician and paramedic), mobile crisis teams, or crisis stabilization centers. These programs focus on de-escalation, assessment, and connecting people to treatment instead of jail or the emergency room. Some families can even call crisis hotlines or local mental health providers to request a mobile clinician instead of police, an option that can reduce stress and lead to quicker access to appropriate care. Understanding these alternatives empowers families to choose the safest and most supportive response for their loved one during a difficult moment.
Crisis Intervention Team (CIT) Officers: What Families Should Know
Crisis Intervention Team (CIT) officers are specially trained law enforcement professionals who respond to situations involving mental health symptoms or substance use. Unlike standard police training, CIT programs focus on de-escalation, communication, recognizing signs of mental illness, and connecting individuals with appropriate treatment. This means that when a CIT officer arrives, you’re working with someone who understands how fear, confusion, or intoxication can affect behavior, and who has tools to calm the situation without resorting to force. Many families find that a CIT response leads to more reassuring interactions and better outcomes for their loved one.
Not every officer is CIT-trained, and availability varies by community. When you call 911, you can ask the dispatcher, “Can you send a CIT-trained officer if one is available?” While this isn’t always possible, dispatchers often try to accommodate the request. CIT officers aim to divert individuals away from jail and toward hospitals, crisis centers, or community treatment whenever it’s safe to do so. For families, knowing what a CIT officer is, and how to ask for one, can make a crisis feel a little more manageable and increase the chance of getting your loved one the help they truly need.
How Families Can Support Law Enforcement During a Mental Health or Addiction Call
When law enforcement arrives during a mental health or substance use crisis, families play an essential role in helping officers understand what’s happening and how to approach the situation safely. The most helpful thing you can do is stay calm and provide clear information. Officers will often ask about your loved one’s medical history, recent behaviors, medications, triggers, and whether they have ever acted aggressively or attempted self-harm. Sharing these details openly helps officers tailor their approach and may prevent misunderstandings. If you have documents like a crisis plan, diagnoses, or medication lists, having them ready can make a meaningful difference.
It’s also important to give officers space to assess the situation while staying nearby to answer questions. Avoid physically stepping in unless asked; too many voices or movements can increase tension. At the same time, you can advocate for your loved one by letting officers know what typically helps calm them down, whether that’s speaking softly, limiting noise, or allowing extra time before giving instructions. If your loved one has responded well to hospital care, crisis centers, or specific de-escalation techniques in the past, share that information. Your partnership with law enforcement helps ensure the response is as safe, compassionate, and informed as possible, increasing the likelihood that your loved one receives the care they truly need.
Your Loved One’s Rights During a Crisis Response
Even in the middle of a mental health or substance use crisis, your loved one still has important rights that protect their safety and dignity. In most situations, officers can only take someone into custody if they believe the person is a danger to themselves, a danger to others, or unable to care for their basic needs. This is often called an “emergency hold” or “protective custody,” and it is meant to ensure immediate safety, not to punish or criminalize someone who is struggling.
Your loved one also has the right to medical care, to be treated respectfully, and to have the least restrictive option considered whenever possible. While privacy laws (like HIPAA) may limit what hospitals and clinicians can share with you, you are typically allowed to provide information to the treatment team, which can be incredibly helpful during evaluation. If you believe your loved one’s rights were violated, or you’re unsure whether an officer or hospital acted appropriately, speaking with an attorney can help you understand local laws, available options, and the next steps to protect your loved one’s wellbeing.
Best Steps Families Can Take Before, During, and After a Crisis
While you can’t predict when a mental health or substance use crisis will occur, a little preparation can make a big difference. Before a crisis, gather essential information, medications, diagnoses, provider contacts, and calming strategies, and keep it in an easy-to-access place. Knowing your local crisis resources, preferred hospitals, or mobile crisis options can help you make faster, more confident decisions when emotions are running high.
During and after a crisis, focus on clarity and follow-through. Stay as calm as possible, provide responders with brief but important details, and step back when asked so officers or clinicians can safely assess the situation. Once things stabilize, connect with your loved one’s treatment team to update them on what happened and schedule follow-up care. Reviewing what worked, and what didn’t, can strengthen your crisis plan for the future, helping your family feel more prepared and supported moving forward.
How Robinson & Casey Supports Families Navigating Crisis and Legal Concerns
When a loved one is in crisis, families often feel overwhelmed and unsure of the next step. Robinson & Casey provides clear guidance, compassionate advocacy, and legally sound strategies to help families regain control in even the most challenging situations. Our team works closely with you to understand your unique circumstances, explain your options, and create a path forward that protects your loved one’s safety and well-being.
From evaluating whether the Marchman Act is appropriate to helping you prepare documentation, file petitions, or coordinate with treatment providers, we ensure you never have to navigate the process alone. Our goal is simple: to support families with clarity, care, and confidence, every step of the way.
