Erie County is working to revise its response protocols for individuals experiencing mental health or substance use crises, reducing reliance on emergency room visits. The Crisis to Care Collaborative, initiated in 2024, aims to streamline care delivery during these emergencies and will release its latest report later this week.
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The initiative, funded by the Patrick P. Lee Foundation and involving data from ten government, law enforcement, and healthcare organizations, seeks to improve the entire response process, including how 911 calls are handled and what resources are deployed. "We started with the model, and it's called the 'call, respond, go' model," said Lisa Chimera, Erie County Deputy County Executive. This model guides responders on assessing the situation and directing individuals to appropriate services.
In 2025, over 10,000 individuals in behavioral health crises visited the emergency department of Erie County Medical Center (ECMC), with only about 25% subsequently admitted for inpatient psychiatric care. Jane Mogavero, Executive Director of the Patrick P. Lee Foundation, noted that emergency departments and jails often do not provide the necessary support for recovery.
To enhance these responses, 911 dispatchers are now trained to identify behavioral health issues earlier, which aids officers on their arrival. Crisis Services is also expanding its mobile crisis teams for a quicker response.
A new facility, BestResponse, located on Niagara Street in Buffalo, offers 24/7 intensive crisis stabilization, providing an alternative to hospital care. Mogavero highlighted that care could also involve on-site support from Crisis Services to develop a personalized recovery plan.
This initiative not only aims to improve care quality but also to address financial inefficiencies in the current system. Chimera emphasized that diverting individuals to more suitable settings could free up resources, resulting in long-term cost savings.
Initial outcomes of the project have shown promise, with Mogavero expressing optimism about the advancements made so far. The Crisis to Care Collaborative’s progress report will be available on CrisisToCare.org this week, accompanied by community meetings for further engagement.
For anyone experiencing a mental health emergency, Crisis Services can be reached at 716-834-3131, or individuals can call/text 988 for the Suicide & Crisis Lifeline to access local resources.