A caregiver was desperate when a young child in their care was distraught and expressing thoughts of wanting to die. Fearing for the child’s safety and unsure where else to turn, they instinctively dialed 911—the standard response in a moment of crisis.
Instead of dispatching police, the 911 operator routed the call to the Didi Hirsch 988 Suicide & Crisis Lifeline, as part of the innovative 911 Diversion Program. A trained counselor calmly spoke with the caregiver, then gently asked to speak with the child. Over the phone, the counselor guided the emotionally distressed child through breathing exercises, helping them calm down. The situation deescalated entirely over the phone, without the intervention of law enforcement or added stress.
This powerful moment exemplified the purpose of the 911 Diversion Program: to respond with compassion and care when someone is experiencing a mental health crisis, no matter their age.
Launched in partnership with LAPD and led by the Didi Hirsch Suicide Prevention Center, the program offers an alternative to police response—connecting 911 callers in non-life-threatening crises with highly-trained counselors.
Since launching in 2021, the program has averaged more than 1,400 calls annually—diverting cases that would have otherwise involved police response.
“We never say we save people’s lives. We help people save their own lives,” said Sandri Kramer, Senior Director of Training & Community Engagement for the Suicide Prevention Center and one of the visionaries behind the program. “It’s really about making sure that that they get connected to the right response, because we know that the wrong response can end up in tragedy.”
Looking ahead, Kramer hopes to expand the impact of this service by raising awareness among law enforcement, training 911 dispatchers to identify mental health crises, and connecting more callers with trained counselors. Sometimes, the most powerful response in a crisis is found in a calm voice and compassionate listener.
