Camilla Forte/Borderless Magazine/Catchlight Local/Report for AmericaBorderless sat down with the head of Chicago’s Crisis Assistance Response and Engagement program to explain the non-police service.
Chicago’s Crisis Assistance Response and Engagement (CARE) program has responded to 51% more 911 calls since expanding citywide in May, according to data Borderless received from the city’s public health department. The program offers emergency assistance that does not involve the police to individuals experiencing mental health crises or behavioral distress.
The CARE team, comprised of clinicians and EMTs, responded to 127 calls between May and August. The majority of these came from the Lakeview, Uptown and Near West Side neighborhoods.
Launched in six police districts in 2021, CARE expanded to serve residents across the city this spring.
“We solidified our commitment to prioritizing compassion over criminalization, treatment over trauma, and to meeting our people where they are with the support that they need,” Mayor Brandon Johnson said of the expansion in May.
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The program has served over 2,600 people since its launch and has hired more staff to meet growing demand.
Borderless sat down with Tiffany Patton-Burnside, who manages the program as senior director of crisis services at the Chicago Department of Public Health, to learn more about the program and how people can access mental health help.
How does CARE work?
To receive CARE assistance, individuals must call 911 and explicitly request the service. If the request meets the program’s guidelines, a CARE clinician and EMT will arrive on the scene to help, Patton-Burnside said.
Eligible calls involve individuals who do not have weapons, medical issues, active substance use or plans to take their life by suicide, guidelines say.
The team also works with individuals who are not violent or a threat to themselves or others.
To understand a person’s needs, team members conduct mental health evaluations and other assessments.
Sometimes, “it could be as simple as having a conversation to find out what’s going on,” Patton-Burnside said. “We allow time and space for that.”
What kind of help does the CARE team provide?
“The goal is to help people feel more like a person and feel more like themselves,” said Patton-Burnside. “We try to get you back to that state. That could mean giving you some clothes. That could mean helping you find your way with some food.”
CARE vans carry bottled water and Subway gift cards, as well as toiletries, rain ponchos and jackets. They also have harm reduction kits, which include Narcan — a life-saving drug used to reverse opioid overdoses — and other medical tools to help prevent the spread of infectious diseases.
“Meeting just those basic needs will bring a person to a point of humanity again and feeling like themselves and able to process a little better,” Patton-Burnside said.
Staff also give referrals to other programs and resources, and sometimes drive individuals to food pantries and emergency shelters.
What if I don’t speak English?
The Chicago Office of Emergency Management and Communications, which manages the 911 center, offers more than 240 languages and dialects.
The CARE team is also diverse. Many are bilingual, Patton-Burnside said. Staff of different faiths also help address religious aspects that may affect clients’ needs or access to services.
“Recognizing that we live in a very diverse city, having 77 distinct communities, we try to pull people from everywhere and [from] varied backgrounds.”
What happens after I receive help from CARE?
Staff follow up with clients after 24 hours and schedule check-ins with them after one week and one month. Case managers help determine how to connect with an individual and how often to stay in touch.
“Those check-ins could be in person,” she said. “They could be telephonic. They could be text. They could be email. [It] really depends on how the individual wants to be communicated with.”
For clients who are hospitalized, CARE staff coordinate with the hospital to help individuals after discharge, Patton-Burnside said.
When is CARE available?
CARE currently operates from 10 a.m. to 4:30 p.m., Monday to Friday. Clinicians are also available by email at [email protected] para obtener apoyo.
But Patton-Burnside said she and city officials hope to expand the program so that it is eventually available seven days a week, 24 hours a day.
“It’s a process to build this program up,” she told Borderless. “Because this work is so nuanced, it does require attention to detail and intention to ensure we’re hiring the right people who are right for the job.”
Where can I find mental health help if CARE is not available?
Additional mental health resources can be found at mentalhealth.chicago.gov. The 211 helpline connects Cook County residents to social services.
El 988 national suicide prevention hotline is 24/7. The Illinois domestic violence helpline at 877-863-6338 is also 24/7.
Amanda Tugade is a reporter at Borderless Magazine. Email her at [email protected].
