Newly-Remodeled Ramsey County Emergency Communications Center Embeds Social Workers at the Center
Launched in 2022, the Appropriate Responses Initiative recognized that not all 911 calls were the same. Working closely with the public, the county sought to transform, and co-design a new 911 response focused on enhancing resident well-being and community.
“We heard from community members that the current traditional responses that we had of police, fire and emergency medical services weren’t meeting all of the needs that they were seeing,” said Integrated Health and Justice Administrator Jenn Hamrick. “We’re creating new resources to be able to provide support to people when they call 911 to meet the complex needs we know people have.”
The change was needed to better meet the needs of community and rising demand for crisis services. In 2016 the number of calls transferred from 911 to crisis teams was approximately 263. In 2023, that number increased to 3,491 calls transferred.
Today, the county offers an enhanced Mental Health Crisis Response and Public Health Response in addition to traditional law enforcement and emergency medical responses to 911 callers. The Mental Health Crisis Response includes four embedded social workers in the Emergency Communications Center collaborating with call takers and dispatchers. Non-emergency and 911 calls that are mental health or substance use related are transferred to the Embedded Social Work team so that callers can be provided with appropriate resources.
The Public Health Response pilot program began in February. There are now three St. Paul-Ramsey County Public Health responders that can be dispatched through the Emergency Call Center for calls involving substance use that are not overdoses or medical emergencies. These services are available in New Brighton, Mounds View, Maplewood and Shoreview with Little Canada and Vadnais Heights joining the pilot on May 28. Other cities within the county are expected to join soon.
“Our public health responder are trained in models of harm reduction,” Saint Paul-Ramsey County Public Health Director Sara Hollie said. “Our responders carry a backpack filled with supplies including bandages, rubber gloves, puncture proof gloves, naloxone, safe use supplies and more.”
Ramsey County is the largest emergency communications center in the state serving over 550,000 residents and 20 police and fire agencies. Opened 17 years ago, the renovation allowed for much needed upgrades and amenities, including placing the embedded social workers at the center of the call center to enhance communication, collaboration and crisis call triaging. Other space modifications included additional consoles added to the floor to accommodate dedicated dispatchers during large events such as the Minnesota State Fair as well as amenities to create a more modern and comfortable work environment for employees who work 12-hour shifts in a 24/7 center.
“As the community needs have evolved, so must we,” said Emergency Communications Center Director Nancie Pass. “In adding additional consoles, including space for our embedded social workers and having dedicated public safety dispatchers for large events such as the Minnesota State Fair, we can continue to be efficiently and effectively responsive, sending the more appropriate response when possible.”
The next phase of Appropriate Response Initiative will add in a Community Response. Community Responders will focus on responding to disputes, providing resources, conflict mediation and resolution, and education on cultural norms that are misunderstood and leading to disagreement.
Watch an Appropriate Response Initiative presentation to the press