Oneida County Expands Crisis Intervention Training to 911 Dispatchers and Crisis Responders

Oneida County Executive Anthony J. Picente Jr. today announced the successful completion of specialized crisis intervention training for its 911 dispatchers and partnering crisis service providers that further strengthens the county’s mental health response and community safety.

A total of 40 Oneida County 911 dispatchers and 10 crisis service providers from Upstate Caring Partner’s Community Health and Behavioral Services S.T.A.R. (Support, Triage, Assess, Respond) Mobile Crisis Program and The Neighborhood Center’s 988 team completed the two-day Crisis Intervention Team (CIT) for Dispatch training last week.

“Every mental health crisis call begins with a connection, and our 911 dispatchers are often the first point of contact for someone in need,” Picente said. “By expanding our CIT training to include dispatchers and crisis responders, we are strengthening every link in our crisis response system. This training gives these professionals the tools to recognize a behavioral health emergency, de-escalate situations and connect people with the appropriate care. I commend our Department of Mental Health and Department of Emergency Services for continuing to build a coordinated, compassionate and effective approach to mental health and public safety in Oneida County.”

A joint initiative led by the Oneida County Mental Health and Emergency Services departments,

the CIT for Dispatch training was delivered in partnership with the New York State Office of Mental Health Institute for Police, Mental Health & Community Collaboration. It consisted of live, instructor‑led, 8‑hour CIT support sessions focused on strengthening the ability of dispatchers to identify and manage mental health‑related crisis calls.

Participants received guidance on recognizing signs of mental health conditions, applying de‑escalation strategies, assessing suicide risk and determining when to dispatch CIT‑trained law enforcement or make warm handoffs to crisis services. The training also incorporated scenario‑based exercises modeled on real mental health calls, allowing participants to practice and refine their skills using realistic situations.

“This collaborative effort reflects Oneida County’s continued commitment to expanding its CIT program,” said Director of Mental Health Ashlee Thompson. “After five successful years of delivering CIT training to over 100 law enforcement officers, the County is grateful for the opportunity to broaden this model to include dispatchers and crisis responders, strengthening the full crisis response system and ensuring residents receive safe, effective and compassionate care during behavioral health emergencies.”

“Increased access to CIT training supports first responder wellness by equipping our 911 dispatchers and crisis response partners with the tools, knowledge and confidence needed to navigate challenging mental health‑related calls in a safer and more informed way,” said Director of Emergency Services Fran Manfredo. “We look forward to continuing this valuable partnership and advancing its work to enhance community safety and mental health response.”