Understanding more about mental health calls and how they are handled by EMS can provide valuable insight into when ambulance services are used, what kind of response to expect, and how care is coordinated in high-stress situations.
Mental health calls are rising
Mental health-related emergencies now make up a meaningful share of EMS activity across the United States. Research suggests that of the 20 million calls EMS receives annually, 1.5 million involve behavioral health concerns, including anxiety, substance use, and acute psychiatric episodes. What was once considered a smaller subset of EMS work is now a routine and growing part of daily response.
That shift is being felt firsthand by responders. What used to be a consequential factor in many calls has become a primary reason for dispatch—often because 911 is the caller's only resource. As Jaran Floyd, decorated EMS Battalion Chief and Sr. Regional Sales Executive at MASA, said in a recent interview, “it used to be more of a secondary issue, and now it’s something we’re regularly dispatched for.”
Who is most affected?
Mental health emergency calls span all age groups, but younger individuals — particularly men, ages 19-34 — are disproportionately represented. Young adults often experience higher rates of crisis-related EMS utilization, reflecting broader trends in mental health challenges.
Geography can also play a role. Urban areas tend to see higher call volumes due to population density, while rural communities face limited access to mental health providers, making EMS one of the few immediate care options available.
Timing can matter as well. Many EMS systems report increased activity during evening and overnight hours, along with periodic spikes during high-stress times of the year.
Related article: Five resources for mental health emergencies
What happens when EMS responds to a mental health call?
- Call & assessment
- Responders arrive
- On-scene care
- Transport or referral
Dispatcher assessment
Every emergency response begins with a dispatcher, whose role is especially critical in mental health situations. Through a series of structured questions, dispatchers quickly assess the severity of the situation and determine the safest and most appropriate response.
They may ask whether the individual is conscious, if they are at risk of harming themselves or others, or whether there are any immediate dangers at the scene. These questions help guide decisions about urgency and the type of responders needed, ensuring that help arrives prepared for the situation at hand. Regardless, the dispatcher will default to preparing for a medical problem in case underlying conditions are the cause of altered behavior.
Related article: What to expect when you call 911
Additional responders
Mental health calls often require a coordinated response that extends beyond EMS alone. When there is uncertainty about safety or potential risk, law enforcement may be dispatched to help secure the scene and support responders.
In many communities, specialized resources are becoming more common. Crisis intervention teams and co-responder models, which pair paramedics with mental health professionals, are designed to de-escalate situations and connect individuals with appropriate care. Fire departments or advanced life support units may also assist, depending on the nature of the call.
This multi-layered response reflects the complexity of behavioral health emergencies and the need for both medical and situational support.
On-scene care
Once on scene, EMS providers shift their focus to stabilization and communication. The priority is always safety—for the patient, the responders, and anyone nearby. "Scene safety is number one — for the patient, for us, and for anyone nearby,” emphasizes Jaran Floyd, paramedic and MASA Senior Regional Sales Executive.
From there, providers work to de-escalate the situation using calm, clear communication and a respectful approach. Small details matter. Tone, body language, and presence all play a role in building trust quickly in a high-stress environment. Floyd notes, “tone, body language, and how you present yourself matter — you don’t want to come across as a threat.”
At the same time, EMS teams are conducting a medical assessment. Physical issues such as low oxygen levels, head injuries, medication effects, or substance use can all contribute to altered behavior. What may initially appear to be a mental health crisis can turn out to be something else entirely.
Based on this evaluation, EMS determines whether transport is necessary or if alternative care options are appropriate. These calls require patience, adaptability, and the ability to make decisions as new information emerges.
Specialized training
To meet the growing demand, many EMS professionals receive training specifically focused on mental health emergencies. This includes techniques for crisis de-escalation, recognizing psychiatric conditions, and effectively communicating with individuals in distress.
Training also often covers substance use response and strategies for reducing tension in high-stress environments. As behavioral health calls continue to rise, these skills have become an essential part of modern emergency medical care.
Related article: Supporting recovery after a medical emergency
The bottom line
Mental health emergencies are an increasingly common part of EMS response, requiring coordination, training, and thoughtful care. These situations often involve multiple responders and, in many cases, ambulance transport to ensure the individual receives appropriate support.
They also highlight a broader reality: for many individuals, EMS is the first — and sometimes only — point of contact during a crisis. As Ken Euler, veteran paramedic and Regional Sales Director for MASA Group Benefits, recently put it in an interview, “we’re who people call when they don’t have anyone else.”
In those moments, whether you’re the one in crisis or a bystander trying to help, hesitation can cost valuable time. Knowing you have MASA to protect you from out-of-pocket emergency medical transport costs can give you the confidence to make that call without second-guessing. With that financial uncertainty reduced, you can focus on what matters most: getting help quickly, when it’s needed most.
