24/7 Crisis Hotline Bridges Service Gaps for Individuals in Immediate Need

Jefferson and Lewis County agencies partner to improve mental health and substance abuse crisis

 Individuals in Jefferson and Lewis Counties who are experiencing a mental health or addiction crisis have a more robust, local resource available through immediate mobile crisis support.

Anyone in immediate mental health or substance abuse crisis can call 315-782-2327 or 315-405-0696.

Launched July 1, any resident of the two counties who is in immediate mental health or substance abuse crisis can get help with a phone call to the Mobile Crisis Hotline, 24 hours a day, 7 days a week. This 24-hour hotline routes to the Children’s Home of Jefferson County (CHJC) Community Clinic, which staffs trained professionals dedicated to providing immediate crisis support and help with managing crises. Local providers will also coordinate in-person support, if needed, where they will partner with local emergency personnel to de-escalate crises and provide the necessary resources for ongoing care. 

The Children’s Home of Jefferson County (CHJC) has been supporting the community since 1859. While they began with a focus on child welfare services, CHJC recognized the needs of the Northern New York community and has grown to serve adults and families across Jefferson and Lewis Counties. CHJC had offered crisis telephonic services for many years, Monday through Friday. Now, these services have been able to extend to 7 days a week, 24 hours a day, with the support of Jefferson and Lewis County Departments of Community Services, to include in-person crisis response and crisis follow-up services across both Counties. The crisis response professionals will help de-escalate situations, provide immediate mental health support, and connect individuals to appropriate community-based care. Support will remain post-crisis to ensure community members are connected to the necessary resources to continue their journey toward healing.

To promote these services, both Counties have adopted the "You Are Not Alone Campaign" to encourage the use of local hotline numbers. In addition, each County is working with its County Emergency Dispatch to identify opportunities to integrate the Mobile Crisis Team into 911 mental health responses.

“These new services have created a powerful shift in how our communities address mental health emergencies. We have seen partnerships grow between law enforcement and behavioral health providers built on mutual respect, shared goals, and a commitment to public safety. Together, we’re creating a more compassionate and effective response that meets people where they are, with the right support, at the right time,” said Lewis County Community Services Director Anna Platz.

This initiative is the result of data-informed collaboration and planning between 911 dispatch centers, law enforcement agencies, county organizations, community-based organizations, and behavioral health organizations. By working together, these partners are creating a more coordinated and effective response to behavioral health crises.

“The partnerships between Jefferson and Lewis Counties, along with local emergency personnel and law enforcement, mark a major step forward in how mental health crises are handled in the North Country,” said Michelle L. Monnat, LMHC, President and CEO of the Children’s Home of Jefferson County. The new bi-county Mobile Crisis Program will offer a significant enhancement over traditional crisis hotlines by providing direct access to real-time, in-person mobile crisis response teams.”

Monnat explained that while previous services primarily offered phone-based support or referrals; the new program allows a team consisting of a trained mental health professional and peer advocate to be dispatched to the individual’s location—whether at home, in the community, or at a public setting—to provide immediate, on-site assessment, stabilization, and support.

“This integrated approach ensures a more personalized and effective intervention, prioritizing timely care and connection to long-term support to reduce reliance on emergency departments and law enforcement, and bridging service gaps by connecting individuals directly to appropriate follow-up care and community resources,” said Tim Ruetten, Director of Community Services for Jefferson County.

The Office of Mental Health (OMH) provided start-up funding to support each county in launching these expanded crisis services. Jefferson and Lewis Counties have been working with the Fort Drum Regional Health Planning Organization (FDRHPO) to develop a data-informed, collaborative Bi-County Implementation and Outreach Plan for the Behavioral Health Mobile Crisis System. The initiative is designed to become financially sustainable over time, primarily through billing insurers. By collaborating, the two counties have created a more streamlined and efficient approach, delivering a unified message about the availability of crisis support and strengthening access to care across the region. By working together across county lines and with first responders, the program creates a more unified, coordinated system of care. Residents will benefit from faster, more appropriate responses during a mental health crisis, regardless of where they live.

To learn more about the 24/7 mental health and addiction crisis hotline, visit www.chjc.org/crisis-response/