The 24/7 Crisis Diversion program helps people experiencing nonemergency crisis get to a safe place, freeing up police and emergency medical services to respond to more critical events. 24/7 Crisis Diversion program contributes to the decriminalization of poverty, mental health and addiction by supporting people to connect with appropriate resources versus engagement with police, justice and corrections.

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INITIATIVE IMPACT​

Following a comprehensive, three-year evaluation by an independent third-party, we can say with confidence that the social return on investment ratio for 24/7 CD is over 6:1. This means that at least $6 in social value3 is being created for every $1 spent.  

 

In 2025, accepted dispatches increased 6% over the previous year to 31,695 events. Of those dispatched events, 22,802 individual contacts were made (up 17%). Additionally, the program connected with 36,868 individuals through proactive engagement. Although this is lower than in 2024, the shift is directly tied to the increase in dispatched events, which require longer on-scene support and reduce the time available for proactive outreach.  

 

Throughout the year, 46% of all calls answered by 211 came through the 211+3 Crisis Diversion line, totaling 33,080 calls. This represents a 15% increase (4,965 additional calls) compared to 2024, reflecting continued growth in demand for Crisis Diversion support. In 2025, REACH also transitioned management of its data system to a new company, offering greater reliability and data support for the program.

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OUTCOMES​

To coordinate access to 24hr services for all Edmontonians experiencing non-emergency crisis.

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To divert non-emergency calls away from 911, reducing inappropriate use of police and emergency services. This also reduces the need for expensive medical, judicial and police intervention.

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To connect individuals with the health and well-being resources equipped to address their needs

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“In a situation where ambulance denied my call for a higher priority, crisis diversion saved my life.”

- A community member

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“Crisis Diversion reduces stigma by shifting the conversation about social issues so that the safety of marginalized people is paramount. Instead of public intoxication being a moral failure, for instance, or mental health symptoms being something frightening, they are now regarded as expressions of vulnerability. Crucially, with “Just Call 211” the community feels empowered to respond.”

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- Jared Tkachuk, Manager,

24/7 Outreach & Support Services