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Caller with Suicidal Thoughts Receives Help from ACS

Lifesaving de-escalation provided to local first responder experiencing mental health crisis
February 03, 2025

ALBUQUERQUE – Mental health crises can affect anyone, including those who dedicate their lives to helping others. Recently, Albuquerque Community Safety (ACS) received a call for urgent assistance from a caller experiencing suicidal thoughts.

ACS’s Danna Gonzalez, a Behavioral Health Responder with the department, was immediately available to offer support on the call. Gonzalez provided the individual with a sense of safety and reassurance and was ultimately able to de-escalate the situation.

During the call, Danna learned about the personal and professional experiences of the caller, who identified themself as a public safety dispatcher.

“This dispatcher’s call was a powerful reminder of the importance of mental health support for those who serve our community," said Behavioral Health Responder Danna Gonzalez. “Our job is to help others especially when they need it most. No one should have to struggle alone, and we’re here to help.”

In 2024, ACS saw suicidal ideation calls for service increase from an average of 188 per month the first half of the year to 219 in the second half of the year. Suicidal thoughts can affect anyone, regardless of profession, background, or circumstance. It is vital to recognize the signs of suicidal ideation and offer timely support. ACS Responders are well trained for these situations. During ACS Academy, Responders receive QPR (Question, Persuade, Refer) Suicide Prevention Training through the New Mexico Department of Health, Suicide Assessment and Safety Planning from the department’s ACS Clinical Supervisor, and go through a suicide scenario training session.

“People who experience suicidal ideation often feel overwhelmed, isolated, or hopeless—but they can find help, and treatment can make a difference,” said ACS Clinical Supervisor John Dodd. "ACS’s role is to meet individuals where they are, providing them with the right response at the right time and connecting them to providers and services that can support them in their healing process.”

“Mental health crises do not discriminate, they can affect anyone at any time and that’s why ACS is always ready to step in and help 24/7,” said Mayor Tim Keller. “This call reinforces the importance of having a department of trained behavioral health professionals that can provide crucial support when anyone, even one our own responders, is facing a crisis.” 

With rates higher than the national average, suicide is a major concern in New Mexico. Mental health professionals stress the importance of recognizing early warning signs and reaching out to support networks.

ACS connects individuals experiencing suicidal ideation with the right resources and ensuring they receive the care and support they need for recovery. The dispatcher is now receiving ongoing support.

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ACS is the City of Albuquerque’s third branch of public safety. Responders take calls for service involving behavioral health, substance use, and other non-criminal and non-medical issues. Request an ACS Responder by calling 911 for emergencies and 311 for non-emergencies.

Through April, ACS is offering its Emergency Overnight Shelter Transportation service from 8:00 p.m. to 7:00 a.m. If you are or know a member of the unhoused community that requires shelter from the cold, please contact ACS at 505-418-6178 to arrange transportation to a safe, warm location.