911 Diversion in Action: Replicating Houston's Blueprint for Specialized Care

Description:

Emergency response is shifting, and community mental health leaders are at the center of this transformation. This presentation explores how 911 crisis call diversion connects individuals in distress with immediate and appropriate care. We will examine the mechanics of Houston's Crisis Call Diversion (CCD) program, one of the first in the nation to route emergency calls away from law enforcement and toward specialized mental health resources. Together, we will discuss practical frameworks to improve response times, reduce unnecessary hospitalization, and build a unified system of care for the community. 

Objectives:

• Learn how CCD crisis phone counselors collaborate effectively with 911 operations.

• Examine what a day is like for a CCD crisis phone counselor and define where CCD fits within the 911 ecosystem.

• Review program outcomes and impact.

Speaker: Chiara Jaranilla 

Chiara Jaranilla is the Program Manager of The Harris Center's Crisis Call Diversion program in Houston, TX. She is a qualified mental health professional with over twelve years of combined experience in crisis intervention and suicide prevention working directly with clients in the field and in management directing 24/7 crisis hotline operations and support services. Chiara received her M.S. in Clinical Mental Health Counseling from the University of Houston-Victoria and is a Nationally Certified Counselor in the process of applying for her LPC-Associate licensure in TX. Chiara joined Houston's Crisis Call Diversion program in 2019, bringing with her first-hand knowledge and experience working with The Harris Center's 24hr Crisis Line and Mobile Crisis Outreach Team, as well as volunteer experience with the Crisis Text Line and the Houston Area Women's Center.