NYS Police Reform and Reinvention Plan

Status: Monitoring/Ongoing 

Milestone Dates: 
⦿ April 2021 Implementation, including policy release, form creation, and training 
⦿ June 2021 Begin data collection, allowing for the required quarterly reporting of this data following the second quarter of 2021 

Description: The Right to Know Act is a law that adds an additional layer of transparency and accountability to police-community interactions. Although there may be variations of the law in different cities, the main points of the law center around making sure that people have fair access to information about interactions with police. This includes: 

• Information about the reason for being approached by the police officer. 

• Information about the police officer's identity. 

• Access to documentation that the officer may have filled out about their interaction. 

• Periodic public reporting of certain data related to police-citizen encounters. 

Where We Stand:   

• On October 13, 2020 the Syracuse Common Council passed the Right to Know law. 

• April 5 Update on the full implementation of the Right to Know Law’s operational components. 

• In accordance with the Right to Know legislation passed by the Syracuse Common Council on October 13, 2020, the City is reporting the following update: 

• Syracuse Police Department Right to Know Policy 434  

• NEW REPORT April 1, 2021-June 30, 2021 Syracuse Police Department Investigative Encounters Report. [view online] [download as PDF] [download as Excel] 

• July 30, 2021 Letter to the Common Council. [view and download PDF] 

• Follow-up Letter to the Common Council dated August 12, 2021, that provides further context to the report data. [view and download PDF] 

• Onondaga Gun Involved Violence Elimination (GIVE) Model VIII Plan. You can read more about the GIVE Model and other violence Diversion programs/models on pages 50-51 of the Syracuse Police Reform and Reinvention Plan 

• On August 26, 2021, the Syracuse Police published data in accordance with the Right to Know legislation. Click here to read the progress update and all of the included reports. 

• Q2 2021 Right to Know Data [download as Excel] 

• Q3 2021 Right to Know Data [download as Excel] 

• Q4 2021 Right to Know Data [download as Excel] 

• Q1 2022 Right to Know Data [download as Excel] 

• Q2 2022 Right to Know Data [download as Excel] 

• Q3 2022 Right to Know Data [download as Excel] 

Status: Monitoring and Ongoing
Milestone Date: April 30, 2021 

Description: Community members identified the need for a mechanism of oversight to ensure completion of the goals set forth in the Syracuse Police Reform & Reinvention Plan. Further stating that this oversight be assigned to the Mayor's office. To that end, the Deputy Mayor has assumed the responsibility of establishing and operating a SPD Police Reform & Reinvention Plan Oversight Committee. The Committee consists of the Deputy Mayor and a designee, representatives from the Office of the Chief of Police and Department of Law, the CRB Administrator, the Common Council Public Safety Committee Chairperson, and two members of the community, one appointed by the Mayor and one by the Common Council. 

Where We Stand: 

• The first meeting of the Oversight Committee occurred in May 2021. 
• The Oversight Committee meets monthly. 
• Members of the Oversight Committee have been established: 
  • David Chaplin, Mayoral Appointee
  • Barrie Gewanter, Common Council Appointee 
  • Cimone Jordan, NBD Neighborhood Planner 
  • Chol Majok, 3rd District Councilor
  • Sharon F. Owens, Deputy Mayor
  • Ranette Releford, CRB Administrator
  • Sgt. Mark Rusin (Chief Joseph Cecile in Sgt. Rusin's absence)
  • Susan Katsoff, Corporation Council 
• You can see the Oversight Committee Guidance document here.  

Status: Monitoring/Ongoing 

Milestone Date: May 2021

Description: The City will create a “Frequently Asked Questions” section to the City’s Police Reform website to continue the community conversation spurred by this process.

Where We Stand: Frequently Asked Questions can now be found on the Police Reform Plan tab. New questions will be identified bi-monthly.

Status: Monitoring/Ongoing 

Milestone Date: June 20, 2021

Description: In Mayor Walsh's Executive Order Action #9: the City committed to Comply with Civil Rights Law Sec. 50A by developing a process to ensure legal compliance with New York State’s repeal of Civil Rights Law Sec. 50-a and related amendments to the Freedom of Information Law. This requires the city to disclose copies of certain police personnel records upon request.

Where We Stand: 

• Internal processes for responding to Freedom of Information Law (FOIL) requests for police personnel and disciplinary records have been developed and are currently being implemented. The Department of Law is actively preparing responses to pending FOIL requests.

Status: Monitoring/Ongoing 

Milestone Date: June 20, 2021 and Quarterly Thereafter 

Description: To improve transparency and accountability, the Syracuse Police Department's Office of Professional Standards in conjunction with the Syracuse Office of Accountability, Performance, and Innovation (API) will publish summary data regarding outcomes on complaints against officers and the resulting discipline. The API team will create a public-facing dashboard where this data will be updated on a quarterly basis. SPD will have 2021 First Quarter (January - March) citizen complaint data to include discipline outcomes posted online by the end of the second quarter in 2021. This data will be updated quarterly going forward. 

Where We Stand:

• The Syracuse Police Department and the Office of Accountability Performance and Innovation established a data collection system and public-facing reporting platform. After meeting with the Police Reform Oversight Committee on June 28, 2021, it was agreed upon that additional data points be added to the report template. SPD's Office of Professional Standards is revising the report to reflect these recommendations. Once completed, the Office of Accountability Performance and Innovation will revise the dashboard for public view. 

Syracuse Police Department Office of Professional Standards - Complaints and Dispositions Dashboard

Status: Completed 

Milestone Date: June 2021

Description: Review and revise the Chief's Office process for communicating investigation results to citizens who file complaints against the police. 

Where We Stand: 

• After review by the Office of the Chief and Office of Professional Standards, a new method of communications from the Chief to complainants was created. The communication relays the following information:
  • Confirmation that the complaint has been investigated by the appropriate personnel and a report of their findings and recommendations has been forwarded to the Chief
  • The determination of the investigation: closure of the case, unfounded or unsubstantiated, sustained and administration of disciplinary action

Status: Implementing

Milestone Date: September 2021

Description: Evaluate the parameters that trigger a warning under the Early Intervention System functionality in BlueTeam (the internal affairs software used by the Office of Professional Affairs), and formalize the practice in a new Department policy.

Status: Planning

Milestone Date: March 2022 

Description: The Syracuse Police Department's Office of Professional Standards Annual Report historically includes data on the activity of the Office of Professional Standards (OPS). Under Chief Buckner's leadership, the data reported has expanded to include more detail about the nature of complaints. OPS will further expand its report to include more information, including the number and types of complaints received, the number of investigations completed and pending, the number of cases that result in discipline, and the level of discipline issued.

Where We Stand:

• OPS is compiling data throughout 2021, and the annual report will be released in the first quarter of 2022. 

Status: Implementing

Milestone Date: Ongoing 

Description: The City submitted a request to its state legislative delegation seeking funding for additional body-worn cameras as part of Mayor Walsh's Legislative and Funding Priorities request on Jan 28, 2021. The City continues to research and submit applications as opportunities become available. 

Where We Stand:

• The City submitted a request to its state legislative delegation seeking funding for additional body-worn cameras as part of Mayor Walsh’s Legislative and Funding Priorities request on Jan. 28, 2021.  The city continues to research and submit grant applications as opportunities become available.
• October 25, 2021, the Syracuse Common Council approved a legislative request for 60 additional body-worn cameras. American Rescue Plan Act (ARPA) and SPD budget funds were used to meet equipment and operational costs. 

Status: Completed

Milestone Date: March 2022

Description: Create and publish an annual report which will include data on the Department's uses of force in the previous year. The Department will collect this data throughout 2021 for publication in the first quarter of 2022.

Where We Stand: 

• A draft revised use-of-force policy is available for public view and comment. Read the draft update by visiting Executive Order Action #2 Progress Update.
• Further review and modification of the draft policy subsequent to community input is currently underway. The final policy will be released in July, 2021.
• Syracuse Police Department Policy 300 Use of Force (final).
• Read the 2021 Use of Force Report.

Status: Planning

Milestone Date: March 2022

Description: The Department conducts annual evaluations in the first quarter, and the 2021 evaluations will conclude on March 31. The Department will update the policy and practice prior to the next set of annual performance evaluations, which will take place in the first quarter of 2022. 

On: Promotional Evaluation for Command Staff

Where We Stand: Effective immediately

The Department will evaluate candidates for promotion based upon, in part, their knowledge and understanding of the principles and strategies in the Mayor's Police Reform Executive Order and police reform in general.

Continue to seek changes in the police discipline process and seek to implement a new discipline process that removes the duty to bargain with the Union over discipline, and includes public hearings of disciplinary matters. The City will continue to pursue this matter.

Status: Planning

Milestone Date: March 2021 

Description: The voices and perspectives of our communities youth must be included within police reform planning and implementation. Chief Buckner was committed to the establishment of a Youth Advisory Board. 

Where We Stand:

• Syracuse Police have initiated the process for identifying youth to serve on the council. Jimmy Oliver, Director of Community Engagement has taken the lead to work with our local high schools to identify youth. To date we have had the pleasure of meeting with students from Corcoran High School. We will continue the communication and coordination with all city high schools to establish the council in the Fall of 2022.

Status: Completed 

Description: Effective interpretation and translation services must be available to officers to ensure efficient communication. Effective interpretation and translation requires skill in communicating regional and country differences in how languages are written and spoken based on the feedback from both the New American and Deaf communities, the Department procured a new translation app, Voiance, in February 2021 for implementation. 

Where We Stand:

• The App was purchased in February 2021.
• Training and roll-out to begin second quarter 2021.
• Voiance is a professional telephonic and video interpretation service that provides interpretation in a variety of languages and ASL. Voiance is currently being used by the Onondaga County Emergency Communications Department. Over the last several months, the Syracuse Police Department has worked with community member Barrie Gewanter to develop a Communications with People with Limited English Proficiency Policy (LEP policy). The Department's LEP policy was approved and issued to the workforce on June 17th, 2021. In conjunction with the issuance of our LEP policy, the Syracuse Police Department also conducted training on the topic and the use of Voiance for the workforce. With policy and now training completed, the SPD workforce has the availability of professional interpretation services in the field to assist officers in providing the best service to all of Syracuse's constituents.

Status: Completed

Description: The hiring of Police Chief Kenton Buckner incorporated the feedback of the entire community, and included an interview panel consisting of community partners. Similarly, in 2021, the Department will create a Community Interview Panel as part of the process of selecting and hiring candidates for the position of entry-level police officers to commence during its next round of hiring.

Where We Stand:

• The Department will implement this panel in its next round of hiring, which is projected for June 2021.
• The Community Hiring Panel has been established and consists of five (5) city of Syracuse residents and one (1) resident serving as an alternate. Their names will not be revealed in order to ensure equity within the process.
• Community Panel Engagement Process
• Deputy Chief Shoff was assigned the task of coordinating the training and scheduling of the community panel to ensure that approximately 50 candidates could be interviewed in a consistent manner. The panel received pre-interview training to ensure that the members would understand the process each candidate went through up to the point of the Community Panel interview. The training included everything from the recruitment of the candidate, Civil Service test and physical requirements, steps of the hiring and training process including the Police Academy and Field Training Programs. There was a heavier emphasis on the background investigation itself and the areas we look at during this process. These areas are drug use, criminal history, driving record, social media, financial situation, character assessment, polygraph, and a psychological examination. Following the Community Panel, candidates go through the Chief Panel and finally a medical examination.
• The Community Panel met for 2 days, June 7th and 9th. Chief Buckner helped to get the ball rolling by guiding them with an explanation of the process but quickly turned it over to them noting that "this is your process." It was two long days, lunch was provided and the work was completed. A decision was made to either recommend the candidate to continue in the process or not to recommend that the candidate continue.
• Lastly, the Community Panel has been invited to attend the Swearing-in Ceremony of the Syracuse Police Departments Regional Police Academy Class #22 on June 25th, 2021 at Onondaga Community College. 

Status: Monitoring/Ongoing

Milestone Date: September 2021

Description: The Syracuse Police Department is committed to providing its officers with cultural diversity and cultural competency training will help identify and correct any potential implicit bias. Addressing these potential biases can help foster a better understanding of different cultures and avoid or reduce potential bias. Increased training will lead to more consistency in application of investigations, stops, use of force, etc. A better trained department will be more consistent with the people it serves.

Where We Stand:

Cultural Competency Training - The Syracuse Police Department through the services of Global Perspectives Consulting - Dr. Robert Strauss, provided 8 hours of cultural competency training for sworn, non-sworn and police recruits.

Information About the Training

Cultural Competency for Law Enforcement

For the Syracuse Police Department 

By Global Perspectives Consulting 

Dr. Robert Strauss 

September-October 2021 

DESCRIPTION

Cultural Competency for Law Enforcement begins with a basic understanding of culture and how it works. The objective of facilitation is to equip police officers with cultural competencies, that is, understanding and skills across cultures. The aim is not related to political activism. The attitude from the facilitator is one of respect not denunciation. The training explains "cultural competencies". Throughout the course, applications are made to law enforcement interactions in local communities that are protected and served. Officers observe how conflict management is differentiated across cultures, especially in four overarching patters of culture: justice, honor, harmony, and reciprocity. The four patterns are found both globally and locally. 

OBJECTIVES

• To understand (anew) cultural diversity among different populations of people
• To acquire cultural competency skills to interact with people of diverse cultures, especially in conflict management 

PRESENTER 

Dr. Robert Strauss is the Owner of Global Perspectives Consulting and has a doctorate in intercultural studies. His expertise is in culture and how culture works in diverse intercultural contexts. Strauss is a Lead Faculty in Anderson College of Business and Computing at Regis University in Denver, Colorado. He is the author of two books. 

MEMBERS OF SPD TRAINED

337 Sworn Employees

67 Non-sworn Employees

43 Recruits

Status: Monitoring/Ongoing

Milestone Date: Various 

Description: Police Athletic League (PAL) is a national organization dedicated to providing both athletic and enrichment opportunities by providing mentorship, community service, athletic, recreational, enrichment, and educational opportunities. 

Where We Stand: 

• Feb 2021 | The Chapter was established on February 17, 2021
• Jun 7 2021 | The Syracuse Police Department officially launched the start of its new Syracuse Police Athletics and Activities League (SPAAL). The City of Syracuse welcomes Jeff Hood, CEO of the National Police Athletic/Activities Leagues. This announcement included the launch of four (4) youth clinics in July through the city.
• Sep 2021 | Planned registration for the league.
• Dec 2021 | Begin the League.
• Syracuse PAL continues to be a success. Visit them on Facebook. 

Status: Planning

Milestone Date: December 2021

Description: Syracuse’s diversity has blossomed with the addition of people who emigrate from around the world (New Americans), settling here seeking opportunities for their families. Adjustment to American culture and identity and norms can be confusing for even native-born residents. Imagine the complexity of life for those moving to the United States from across the world. in order to increase mutual trust and understanding between the police and the New American community, at the direction of Chief Bucker, the Department is developing a curriculum to host a citizens police academy for New Americans.

Status:  Planning

Milestone Date: December 2021

Description: Develop and deliver training on the history of racism in Syracuse and the United States, both in the police academy and during in-service training, such that 100% of the membership of SPD receives this training. Additionally, deliver department-wide training in cultural competency for law enforcement. 

The Department believes that training on cultural competency and on the history of racism will create greater awareness of this implicit bias, and give officers the tools to remove any bias from their interactions with the public. 

Where We Stand:

• Syracuse Police are researching options to address this action.

Status: Monitoring/Ongoing

Description: Make Syracuse Police Department policies publicly available on syracusepolice.org or syrgov.net.  

Where We Stand: 

• Syracuse Police have published its policies online for its use of body-worn cameras, use-of-force, interactions with transgender persons, and the Right to Know policy.
• Future policies are pending publication.
• Policies are being regularly updated and available for viewing here.
• This includes: Right to Know, Use of Force, Body Worn Camera, and Interactions with Transgender Individuals.
• Click here to read the full Executive Order Action #8 Progress Update for details.

Status: Completed 

Milestone Date: June 2021 

Description: Revise the Syracuse Police Department’s current Body-Worn Camera Policy to ensure that officers record the entirety of their presence on the scene of a police encounter. 

Where We Stand: 

• A draft revised Body-Worn Camera Policy is available for public view and comment. Read the draft update by visiting Executive Order Action #3 Progress Update.
• Revised Syracuse Police Department Body-Worn Camera Policy is complete and officers trained. Body-Worn Camera Policy can be found here.
• Syracuse Police Department Policy 424 Body Worn Cameras (final)
• October 13, 2021, the Syracuse Police Department submitted a request to the Syracuse Common Council for the use of $343,260 of Federal COVID Relief Funds (ARPA) to purchase 60 Axon, Inc. body worn cameras to add to its current inventory under the Body Worn Camera Program. 

Status: Completed 

Milestone Date: June 2021 

Description: Revise Syracuse Police Department’s 2019 Use of Force policy to ensure that it is compliant with recent changes in New York State law, and fully consider any policy changes requested by the Syracuse community. 

Where We Stand:

• A draft revised Use-of-Force policy is available for public view and comment. Read the draft update by visiting Executive Order Action #2 Progress Update.
• Revised Syracuse Police Department draft Use-of-Force policy is complete and officers trained. The draft Use-of-Force policy can be found here.
• Syracuse Police Department Policy 300 Use of Force (final) 

Status: Completed 

Milestone Date: June 2021 

Description: End the use of the term "Emotionally Disturbed Person" or "EDP" in police communications, in favor of "Person in Crisis" or "PIC". 

Where We Stand:

• The Syracuse Police Department has taken the necessary steps to change this terminology both through internal procedures and external 911 communications.

Status: Implementing 

Milestone Date: 2021-2023 

Description: SPD is actively pursuing national accreditation through the Commission on Accreditation for Law Enforcement Agencies, Inc. (CALEA®). CALEA is the gold standard in accreditation for law enforcement agencies and is reserved for the limited number of agencies that comply with CALEA’s rigorous set of accreditation standards. Advanced accreditation through CALEA requires compliance with more than 400 accreditation standards. 

Where We Stand: 

• The Syracuse Police Department has begun the process to have its Training Academy nationally accredited through CALEA (Commission Accreditation Law Enforcement Agencies). Simultaneously, the agency is also going through the process to have the police department accredited as well. Both will be up for review in 2023. If successful, the Training Academy will be the second academy accredited in the state. Currently, NYPD is the only CALEA accredited Training Academy in the state of New York.

Status: Implementing 

Milestone Date: December 2021 

Description: Police officers in their profession have the stark reality of seeing human beings at the worst times of their life and in varying levels of crisis. At any moment during their shift, officers can be involved in highly stressful encounters ranging from a substance induced individual or an armed suspect or horrible tragedies that afflict our community’s most vulnerable members. This requires police officers to be constantly vigilant and in a delayed state of stress, which can have long-term effects on their well-being. 

Where We Stand: 

• SPD has assigned a full-time officer to our Officer Wellness Program and the department received approval by the council to apply for a 125,000 grant to further improve its Wellness Program. Additionally, the department contracted with Dr. Fish who has been working with SPD's Peer Support Program for many years, primarily assisting officers who have been on major crime scenes and\or fatal accidents or other death scenes and maybe experiencing trauma as a result. 
• The Department also purchased the new Officer Wellness app, Cordico Shield. The app is extremely beneficial to help promote wellness within the Department.  Dr. Fish has assisted in vetting doctors and therapists for this App.

Cordico Shield Usage Data 

• Total Application (App) Downloads Since its Launch November 2020: 570 
• YTD Application (App) Downloads: 166 
• Total Application Sessions Since Launch: 3,986 
• Total Visits Since Launch November 2020: 9,007 
• YTD Visits to App: 2,008

Status: Implementing 

Milestone Date: Year 2021 

• The Walsh Administration's 2021 Legislative and Funding Priorities, submitted to state officials on Jan 28, 2021, call for passage of bill A11008 (now A4483)/S1320 which will require new members of the Syracuse Police Department to be residents of the City. These bills were introduced in their respective houses in January and February 2021. The Administration will continue pushing for its adoption during the 2021 legislative season.
• NYS Bill A4483/S1320 as of January 6, 2022, has been referred to the Investigations and Government Operations Committee. 
• See letters from Walsh Administration
• August 2, 2021, the Syracuse Common Council approved the agreement with the Police Benevolent Association (PBA) which includes a 5 year residency requirement for new officers. 

Status: Planning 

Milestone Date: June 2021 

Where We Stand: 

• Funding for this program has been included in the 2023 SPD budget and a retired officer has been recruited to manage the program. SPD continues negotiations with CNYWorks for funding to support the program.

Status: Implementing 

Milestone Date: April 30, 2021 

Description: Review assessment provided by the U.S. Department of Justice Collaborative Reform Initiative Technical Assistance Center (CRI-TAC), and implement suggestions for recruitment and retention; Within sixty days of receipt of the assessment, the Department will convene a workgroup to review and plan for the implementation of the suggestions. 

Where We Stand: 

• As of March 1, 2021, the assessment has not yet been received.
• As of October 15, 2021, the US Department of Justice has informed the Syracuse Police Department that the assessment is under final review.
• The Syracuse Police Department received the USDOJ assessment and is currently reviewing for implementation of suggestions.

Status: Planning 

Milestone Date: April 30, 2021 

Where We Stand: 

• The City of Syracuse continues to engage with both government entities to encourage review of current civil service laws. While the city agrees with the need for uniformity regarding public employment opportunities, it recognizes that civil service testing has resulted in uninterested barriers for diversity in hiring across all employment categories.

Status: Implementing 

Milestone Date: June 2021 

Where We Stand: 

• The City of Syracuse continues to relay its concern related to barriers caused by civil service testing and its impact across all city departments. The Syracuse Police Department recently inquired to Onondaga County government who is responsible for the NYS civil service process to consider the addition of criteria beyond the test scores when identifying department candidates who have taken the exam. The department believes this will increase its opportunity to interview candidates whose test results are not among the highest scores. 

Status: Monitoring/Ongoing 

Milestone Date: April 30, 2021 

Where We Stand:

• See Reform and Reinvention milestone: Work with state legislators to obtain a change in the New York State Public Officers Law, Section 3, to allow Syracuse to unilaterally require residency for newly hired police officers.

Status: Completed 

Milestone Date: December 2021 

Description: Continue to work with Onondaga County to expand the current Crisis Intervention Training to enable informed, safe encounters with citizens with mental health afflictions, substance use and/or developmental disabilities. SPD will continue to work to expand CIT training to its officers beyond the existing 5-year on-the-job experience requirement. 

Where We Stand: 

• The Syracuse Police Department now has both a Lieutenant and Sergeant who are fully certified to instruct officers in the 40 hour CIT Training Course. Due to this increase in CIT instruction capacity, SPD certified 15 officers during its April, 2021, CIT Training and another 12 during its April, 2022, training. Classes now include for the first time, officers with less than 5 years on the job. SPD's ability to conduct its own CIT classes will definitely improve its ability to increase the number of CIT certified Officers.

Status:  Planning 

Milestone Date: May 2021 

Description: Research and consider innovative, community-based strategies for responding to non-criminal calls, with a goal of shifting the paradigm from primary police response to response by non-police professionals in relevant fields. 

Where We Stand: 

• On December 1, 2020, the City of Syracuse released its plans for public engagement on police response alternatives and municipal participatory budgeting frameworks. 
• Read the update here: Executive Order No.1 Action 15 Update
• By September 2021 The City will create a supported program structure and launch as Phase 1.
• April 2021 Deputy Mayor Sharon Owens convened and has been meeting bi-weekly with a working group to design a diversionary response to implement this fall. Members of the working group represent: the Mayor's office, the Syracuse, Dewitt and Manlius Police Departments, Onondaga County Mental Health, 911, and Sheriff, Mental Health Not for Profit Organizations, Town of Dewitt Police, Onondaga County Child and Family Services, and St. Joseph's Hospital. 
• Click here to read the October 15, 2021, progress update on the creation of a Diversionary Response Pilot Program.
• March 28, 2022, approved the allocation of American Rescue Plan Act (ARPA) funding to support the Diversionary Response Outreach Team for a 12 month period. After continual work with Onondaga County departments, its 911 center and our community's mental health professionals; this pilot will assist to identify the areas of the mobile response model and gaps still to be addressed. The team will operate five days/week; with the ultimate goal of operating all day/all year.
• The needed components of a diversionary response model include:
• Pre-response: Triage at the 911 center
• Response: Engaged response by appropriate entity identified by 911
• Post Response: Ongoing care and support needed for persons in crisis
• Mobile response addresses the Response component. In order to address the Pre-response need for triage at the 911 center, the City of Syracuse has partnered with Onondaga County to pilot a triage program at the 911 center.
• May 9, 2022, the Syracuse Common Council approved the allocation of $80,000 in American Rescue Plan Act (ARPA) funding in order to contract with Contact Community Services, Inc. Contact will place an experienced crisis intervention call professional in the 911 center to assist to provide support to call center dispatchers. When the dispatcher determines the call involves a Person in Crisis (mental health and/or substance abuse related), they will refer the call to the in-house Contact employee. The employee will engage with the caller to determine the best route to service which may include dispatching the outreach team.