Crisis Call Diversion Program

Louisville's Crisis Call Diversion Program (CCDP), also known as deflection, to send certain 911 calls to a non-police response is active in all eight Louisville Metro Police Department (LMPD) divisions. 

The pilot program was initially launched in March 2022 with a focus on LMPD’s Fourth Division. Following its success, the program was expanded to include LMPD’s First, Second and Third Divisions. Since its launch, the CCDP has resulted in more than 600 people receiving crisis support and referrals without the involvement of LMPD officers, relieving those officers of more than 345 hours of time that might have been spent on the calls.

Seven of the 11 people hired for the pilot program are on the mobile response team responding in the field to initial calls; two are in a Behavioral Health Hub at MetroSafe, triaging calls; and two are case managers who provide follow-up and connection to services after the call.

The program currently operates 10 a.m. - 10 p.m., seven days a week. Seven Counties Services will continue to hire more people to work toward expanding the hours of operation. Click here to learn more about a career as a Crisis Triage Worker (CTW) for CCDP.

Here’s how the program works:

  • When a person calls 911, MetroSafe call-takers initially triage the call to determine, through a combination of automated options, if the call should be transferred to Crisis Triage Workers (CTW) in a new Behavioral Health Hub within MetroSafe.
  • The CTW team functions like crisis hotline staff to de-escalate, provide emotional support, create a safety plan and problem solve for the person in crisis.
  • If CTW determines that a face-to-face response would be beneficial, they initiate a mobile response.
  • Mobile responders, trained in mental health crisis intervention, meet the person where they are to further de-escalate and assess the situation and, if appropriate, connect the individual to service. Responders have the option of transporting the person to the community respite center at Seven Counties, or to another community resource, such as a shelter.


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