NEW ORLEANS – For decades, a 9-1-1 call involving a mental health crisis meant limited options: dispatch an officer to deal with the incident, and depending on the circumstances, either transport the individual to jail or bring them to a crowded Emergency Department (ED) for evaluation.
Both choices strained the system. This meant ED wait times grew longer. Emergency physicians had to dedicate staff to managing high-acuity behavioral health cases. Furthermore, officers lost valuable time that could be spent responding to violent crime.
“When someone is experiencing a mental health crisis, they deserve care—not more barriers. Our Mobile Crisis Intervention Unit is connecting people to the help they need while easing the burden on our hospitals and first responders,” said Dr. Jennifer Avegno, Deputy Mayor, New Orleans Office of Health & Human Services. “It’s a great example of what can happen when healthcare providers, community partners, and the city work together to support our residents.”
We knew New Orleans needed a 21st-century alternative. Instead of an enforcement response, New Orleans Mobile Crisis Intervention Unit (MCIU) dispatches mental health professionals who de-escalate, assess, stabilize, and connect residents to care right in the community, often avoiding hospitalization entirely. This team has been able to operate as the fourth arm of the City’s first responder system to provide rapid response to behavioral health calls where weapons or violence are not involved.
In 2025 alone, the MCIU team:
- Responded to 3,769 mental health–related calls, with a response time of 17 minutes – diverting nearly 40 percent of all mental health calls from other first responder agencies
- Completed 87 percent of behavioral health handoffs, allowing New Orleans Police Department (NOPD), New Orleans Fire Department (NOFD), and New Orleans Emergency Medical Services (NOEMS) to return to their core duties faster.
- Had a patient follow-up success rate of 75 percent
- Increased the number of calls received by 54 percent since the program launched in June 2023
- Successfully resolved over 450 calls in the community – without the need to transport to an emergency department or other facility
Hospitals see the impact, too.
University Medical Center New Orleans (UMC), the region’s only Level 1 Trauma Center, receives more behavioral health transports than any other system in the region. Recognizing that patients in crisis require focused, specialized attention, UMC maintains a dedicated 60‑bed inpatient behavioral health unit designed to ensure individuals receive the appropriate level of care without disrupting emergency department operations. As a result, when transport is necessary, cases are handled faster, safely, and with greater clinical precision.
“Having trained mental health professionals respond to behavioral health crises ensures individuals receive the specialized, compassionate care they need while reducing the burden on other first responder agencies,” said Dr. Jeffrey Elder, Chief Medical Officer of UMC. “Just as importantly, these teams help connect people to the right services and support, improving outcomes for patients and our community.”
This comprehensive continuum of care is a win for the city, police, hospitals, and our community
When crises are resolved onsite:
- NOPD avoids unnecessary calls, allowing officers to focus on serious crime.
- Hospitals avoid overcrowding and costly ED visits.
- The city saves money through reduced emergency utilization.
- Residents get clinical care, not criminal consequences.
And unlike many similar programs nationwide, MCIU operates 24/7/365, and they come directly to you. No appointments. No barriers. No waiting rooms.
“Public safety is about connecting people with the right response at the right time. When trained mental health professionals can safely respond, officers remain available for emergencies while individuals in crisis receive the specialized care they deserve,” said Officer Reese Harper, NOPD Director of Communications Department Spokesperson.
The City of New Orleans and its Office of Health & Human Services prove that when you invest in community-based crisis care, you don’t just help individuals in need; you strengthen the entire public safety and healthcare system.
Click here to learn more about MCIU’s impact Microsoft Power BI.
Read the full report: MCIU Annual Report 2025.