Mayor Adams unveils milestones, strategies to revolutionize NYC 911 mental health crisis response

Mayor Eric Adams announced today key milestones achieved by the Behavioral Health Emergency Assistance Response Division (B-HEARD) in its mission to enhance responses to 911 mental health calls. Recent data reveals that B-HEARD teams responded to an impressive 14,900 calls during Fiscal Year (FY) 2024, representing a remarkable 73 percent of all eligible mental health calls in the pilot area.

This is more than double the 7,200 calls addressed in the previous fiscal year, which accounted for 55 percent of eligible calls. Since its inception in spring 2021, B-HEARD has responded to over 24,000 mental health 911 calls.

As part of the announcement, Mayor Adams introduced two new policy strategies aimed at strengthening B-HEARD’s capacity to aid New Yorkers in crisis. Effective June 2024, the first strategy prioritizes the deployment of B-HEARD teams to fully triaged 911 calls from the Fire Department of the City of New York (FDNY) Emergency Medical Services, ensuring that teams arrive on-scene with the patient more often.

The second strategy removes police precinct boundaries within the existing pilot area, which spans 31 police precincts, allowing for more flexible and rapid responses to nearby calls.

“Responding to New Yorkers’ mental health needs of all kinds is a priority for our administration,” Mayor Adams stated.

“That is why we have established ‘Teenspace,’ a free telehealth service for youth, which has already provided services to over 16,000 young people; launched the Subway Co-Response Outreach Team alongside the MTA to help New Yorkers affected by severe mental illness in our subway system; and sued the owners of five major social media companies for their role in contributing to the mental health crisis of our young people.

For too long, our systems were not equipped to respond to people in mental health crisis. I am proud that under our leadership, we have responded to New Yorkers on over 24,000 mental health 911 calls through the groundbreaking B-HEARD program and have expanded this crucial emergency service to ensure even more New Yorkers get the support they need, especially when they need it most.”

Deputy Mayor for Health and Human Services Anne Williams-Isom emphasized the program’s effectiveness: “B-HEARD is another tool to reach New Yorkers in most need and help them get the care they require. Roughly four in 10 folks engaged by a B-HEARD mental health clinician have been connected to community mental health supports, and B-HEARD teams have reached out to more than 70 percent of eligible calls overall. We will continue to build on these efforts and give every New Yorker in need access to mental health support.”

Eva Wong, Executive Director of the Mayor’s Office of Community Mental Health (OCMH), added, “As we continue to refine the B-HEARD program, the Adams administration is committed to ensuring that every New Yorker experiencing a mental health crisis receives the compassionate, appropriate care they deserve. The latest data highlights significant progress of the B-HEARD program, and the positive impact of New York City’s first-ever health-centered response to mental health emergencies.”

FDNY Commissioner Robert Tucker praised the initiative, stating, “The B-HEARD program is a valuable resource for New Yorkers experiencing mental health crises. As a pilot program, it is a patient-driven, health-centered response that has allowed New Yorkers to get the help they need, and we are constantly working to refine the program to ensure we continue to meet the needs of those who need our help the most.”

The data indicates that B-HEARD is effectively connecting individuals to community-based mental health options. In FY24, 43 percent of the 3,691 individuals assessed by B-HEARD teams received connections to local services rather than being transported to hospital emergency rooms. This represents a significant shift in how mental health crises are addressed through the 911 system.

As the B-HEARD program evolves, the Adams administration remains dedicated to refining its approach. Previous modifications include a new algorithm to automate call triaging and an increase in EMS 911 call-takers, demonstrating a commitment to continuous improvement in mental health operations.

In 2023, Mayor Adams launched a comprehensive mental health agenda called “Care, Community, Action: A Mental Health Plan for New York City,” which includes a $20 million investment in various initiatives aimed at connecting New Yorkers with mental health care.

Assemblymember Jenifer Rajkumar, whose district has participated in the B-HEARD pilot program, expressed strong support: “This has proven to be a life-saving initiative that we must expand citywide. B-HEARD demonstrates our City’s commitment to a public safety response that fits the needs of every situation. The numbers show that B-HEARD has been a success, responding to 14,900 calls in the last fiscal year—a 50 percent increase from the year before—comprising 73 percent of all eligible calls. I am proud to partner with the mayor to expand this life-saving program across all five boroughs.”