Which component of the HEART Program embeds licensed mental health clinicians into Durham's 911 Call Center to triage, assess, and respond to behavioral and mental health-related 911 calls for service?

• A. Crisis Call Diversion
• B. Co-Response
• C. IVC Response Team
• D. Care Navigation

Answer: (A)

Crisis Call Diversion. When licensed mental health clinicians are placed inside the 911 Call Center, the goal is to triage behavioral and mental health crises right as the call comes in and decide the most appropriate next step, often connecting the caller to a mental health crisis response or resources instead of defaulting to police involvement. This in-call assessment and redirection is the essence of crisis call diversion.

Co-Response, by contrast, typically refers to field responses where a clinician accompanies law enforcement to a scene, rather than triaging Calls within the call center. The IVC Response Team implies a different on-scene or internal team setup, not the call-center triage model. Care Navigation focuses on guiding individuals to ongoing care after the crisis, not the real-time decision-making during the incoming call.