San Francisco's street crisis response team improves dispatch protocols for mental health emergencies

The San Francisco County government meeting on July 4, 2025, focused on the city's emergency response protocols, particularly regarding individuals in crisis. A significant increase in crisis-related calls—between 35% to 50%—was highlighted as a pressing concern, prompting discussions on how to improve response strategies.

The meeting detailed the current dispatch process for 911 and non-emergency calls. Dispatchers assess the nature of the emergency and determine if the situation involves a person in crisis. Key triage questions are asked to evaluate potential dangers, including the presence of weapons or medical issues. Depending on the responses, calls are categorized for appropriate police or medical responses.

A notable change in protocol is set for June, where emergency medical dispatch (EMD) protocols will be implemented for police-related calls. This shift aims to streamline the response process, ensuring that calls are handled more efficiently. The EMD system uses structured questioning to determine the specific needs of each situation, which could lead to varied responses, including dispatching the Street Crisis Response Team (SERT) or medical units.

The meeting also reported on the performance of the Street Crisis Response Team since its inception in November 2020. Initially, response times averaged 17 minutes, but improvements have led to a current average of 14 to 15 minutes for the six units operating citywide.

Overall, the discussions underscored the city's commitment to enhancing emergency response for individuals in crisis, reflecting a proactive approach to addressing the growing challenges faced on the streets of San Francisco.