Dear Crisis Connections Supporters,

As we reflect on our mission and the progress we've made together, I want to take a moment to share our vision and areas of focus moving forward.

Our commitment to creating a 911/988/211 crisis response “ecosystem” is more vital than ever - particularly in the context of public safety. This ecosystem is the notion that community members in crisis should only remember up to three phone numbers to access help. Regardless of which number they call, they will be seamlessly connected to the right resource to help resolve their crisis.

Imagine a single mother who is struggling to pay rent calls 911 in a panic because she just received an eviction notice. After asking a few questions, the 911 professional determines that her crisis does not need an emergency services response, but rather the 211 information and referral service to help find eviction prevention resources. She feels hope, and her panic decreases. The 911 professional initiates a 3-way call by adding a 211 specialist, thus providing the mom a “warm handoff” to 211, saving her from retelling her reason for calling. From there, the 911 professional drops off the call so they can attend to the next emergency. Now, the single mom is with the right provider to address her crisis.

This response ecosystem is also designed to ensure a behavioral health crisis receives a behavioral health response. In 2023, at least 20% of police calls for service involved a behavioral health crisis. Our law enforcement partners agree that police officers are NOT social workers nor mental health professionals and cannot be the default response to a behavioral health crisis. Their charge should focus on crime prevention, public safety, life safety, and enforcing criminal law.

We believe in the power of this whole person care system as a more effective response to behavioral health and essential needs crises, and we must shift our focus toward this model.

Our Challenge: Funding to Expand the 211 Information and Referral Service

One of our critical goals is to fund and expand the 211 Information and Referral service fully. This essential service acts as a bridge, connecting individuals in crisis with the resources they need, whether housing assistance, emergency shelter, or access to healthcare or food.

Unfortunately, since its launch in 2006, 211 has never been adequately funded, therefore we have not been able to grow our King County 211 program to meet the demand. This results in long wait times for callers and limited program hours, making the service inaccessible to many community members.

Through private fundraising and a request to our State elected officials in the January 2025 legislative session, we are working toward securing stable funding to ensure this part of the crisis response ecosystem does not fail.

Insider Information: Mitigating Workforce Shortages

In addition to these systemic changes, we are committed to addressing the workforce shortages in the behavioral health field. This challenge requires listening to staff and providing innovative solutions, including competitive wage increases, excellent benefits, and initiatives to reduce burnout and turnover.

It is a high priority to ensure our team is supported and valued. Towards this end, Crisis Connections has earned two distinctions. First, we received the Silver Bell Seal designation of "Best Place to Work for Mental Health" by Mental Health America and the “Best Place for Working Parents” honor.

Our staff wellness and engagement program is integral to this effort. By prioritizing the well-being of our team, we can foster a dedicated and stable workforce, ultimately leading to better outcomes for those we serve.

Looking Ahead

As we look ahead, we focus on building a robust ecosystem prioritizing community-based treatment over costly and ineffective safety-based responses. This shift

not only enhances the well-being of individuals in crisis but also strengthens our communities by ensuring that every person has access to the support they need.

We recognize that change takes time and are grateful for your continued support in this journey. Together, we can work towards a future where behavioral health crises are managed with compassion, understanding, and efficacy. By advocating for expanding services like 211, investing in our workforce, and promoting community-based approaches, we can create a safer, more equitable system for all.

Thank you for standing with us as we navigate these challenges and pursue meaningful change in the behavioral health landscape. Your commitment makes a significant difference in the lives of those we serve.

With gratitude,

Michelle McDaniel
Chief Executive Officer