ACS Connects Family in Crisis to Care
ACS Responders’ commitment to listening helps connect man in crisis to psychiatric care
ALBUQUERQUE - During National Suicide Prevention Month, Albuquerque Community Safety (ACS) is highlighting the work of its Behavioral Health Responders, who are trained to support people experiencing behavioral health crises, including those experiencing suicidal ideations. For one Albuquerque family, a call for help during an overwhelming mental health crisis became an opportunity for safety, connection and a first step toward care.
ACS Behavioral Health Responders Shaunikka and Servando were dispatched to a 911 call involving a man in his 30’s experiencing an acute behavioral health crisis. His partner was deeply concerned about his safety and the safety of their family when they reached out for help.
When ACS responders arrived, they took the time to listen and understand what the man and his partner were experiencing. The man described auditory and visual hallucinations, severe sleep deprivation and an ongoing struggle with alcohol use. A suicide risk assessment indicated that he was at high risk and needed immediate behavioral health care.
Recognizing that moments of crisis can be overwhelming, responders focused on creating a safe and supportive environment, building trust and giving the man the time and information, he needed to understand his options. He ultimately agreed to receive a psychiatric evaluation. ACS transported him safely to a hospital and completed a warm handoff directly to hospital staff, helping ensure that the connection to care continued beyond the initial crisis response.
Responders also recognized that the crisis was affecting the entire family. They provided his partner with information about local resources so she and her children could access additional support if needed.
"When a family is facing a crisis like this, having someone there who can listen, assess what's happening and help everyone feel safe can make a real difference," said Mayor Tim Keller. "ACS Responders were able to support this family at a very difficult moment and help connect someone in crisis to the care he needed."
"Our goal is to meet people where they are, especially during some of the most difficult moments of their lives," said ACS Director Jodie Esquibel. "In this situation, our responders were able to build enough trust for someone experiencing a serious behavioral health crisis to accept help. They also made sure his partner and children had information about support available to them. That kind of response can have an impact well beyond the initial call."
The response is an example of the role ACS can play when a behavioral health crisis requires more than a traditional emergency response. ACS responders are trained to assess behavioral health risks, de-escalate situations, listen without judgment and help people connect with appropriate care.
For this family, that meant having someone show up, listen to what was happening, help create a safer environment and stay alongside them until the man was connected to the next level of care.
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About Albuquerque Community Safety
Albuquerque Community Safety is the City of Albuquerque’s third branch of public safety. Responders take calls for service involving behavioral health, substance use, and other noncriminal and nonmedical issues. Request an ACS responder by calling 911 for emergencies and 311 for non-emergencies.