No Wrong Door: National Lessons-Learned in 911-988 Collaboration

Connecting your community’s 911 emergency communication and 988 call centers can open up new possibilities for improved service response for people who experience behavioral health crises. However, the initial steps of forming that partnership are not always clear.

This Lunch & Learn delved into the practical tactics for cross-agency planning between 911 and 988 centers, particularly for those who are looking to improve local collaboration, increase transfers from 911 to 988, and ensure community members have ‘no wrong door’ when calling for help during a mental health crisis.

Session Objectives:

  • Explore the benefits and opportunities of improving the connection between your community’s 911 and 988 call centers
  • Learn how local jurisdictions have navigated and overcome common challenges of 911 and 988 collaboration
  • Identify practical and effective tactics for cross-agency planning and implementation

Held: April 25, 2024


Quinita Garrett, LCPC, NCC | she, her
Director of Call Center & System Coordination
Baltimore Crisis Response, Inc.
Quinita Garrett is a Licensed Clinical Professional Counselor, who has extensive experience providing suicide and crisis intervention for adults and children. Quinita works for Baltimore Crisis Response Inc. currently serving as the Director of Call Center and System Coordination. In this role Quinita oversees Call Center and Mobile Response team operations.
Wayne D. Harris | he, him
911 Operations Manager
Baltimore City Fire Department
Chiara Jaranilla | she, her
Crisis Call Diversion Program Manager
The Harris Center for Mental Health and IDD
Chiara Jaranilla is the Program Manager of the Crisis Call Diversion program in Houston, TX. She is a qualified mental health professional with over nine years of experience working in crisis intervention and suicide prevention. Chiara received her M.S. in Clinical Mental Health Counseling from University of Houston - Victoria and her B.S. in Psychology from the University of Houston. Chiara joined the Crisis Call Diversion program in 2019 has previous experience working with The Harris Center's 988/Crisis Line and Mobile Crisis Outreach Team, as well as working with the Crisis Text Line and the Houston Area Women's Center.
Lora Ueland, RPL, CPE | she, her
Chief Executive Officer
Valley 911 Communications Center
Lora Ueland began her career as a dispatcher at Valley Com 911 in Kent, WA in 1981 and has held multiple roles within the agency. In 2011 she was appointed as Executive Director and in January 2024 was appointed CEO. Lora is a Past-President and current Secretary of the WA State Chapter of APCO/NENA and has served on many regional emergency service-related boards in the Puget Sound region. Lora has earned APCO certifications as a Registered Public-Safety Leader and Certified Public-Safety Executive. She lives in Renton, WA.
Cassie Villegas, LAC, BHP | she, her
Senior Director, Contact Center Operations and Clinical Services
Solari Crisis & Human Services
Cassie oversees Contact Center Operations and Clinical Services in Arizona and Oklahoma to include crisis, mobile crisis dispatch, peer support, follow up services and law enforcement collaboration. She works collaboratively with departments to improve efficiencies and ensure the contact center is meeting accreditation and licensure standards. Cassie provides oversight of data analysis and report development in collaboration with the business intelligence and quality teams. She previously served as both Compliance and Privacy Officer for Solari and has been certified in Health Care Compliance (CHC) through the Health Care Compliance Association since 2018. She is a Licensed Associate Counselor since 2022. Cassie has worked in the behavioral health field in various capacities including case management, intake assessment, counseling services, and quality and compliance over the last 21 years. Cassie earned her Bachelor of Science from the University of Arizona and her Master of Arts in Clinical Mental Health Counseling with a forensic specialty from Walden University.
Mary Naoum, MSW, MPP | she, her
Manager of Projects and Partnerships
Dignity Best Practices
Mary oversees multiple projects at Dignity Best Practices, a non-profit consulting firm that supports communities across the country to design, refine, and evaluate their alternative crisis response services. Previously, Mary managed the Policing Alternative & Diversion (PAD) Initiative’s pilot of Law Enforcement Assisted Diversion in Atlanta, where she facilitated collaboration between local law enforcement, public defenders, and social service providers to reduce legal barriers for program participants who were experiencing unmet behavioral health needs and extreme poverty. As an independent consultant, Mary launched a coalition strategy to help ensure people who experience mental health crises and their loved ones, as well as local crisis responders, have a voice in shaping local non-police mental health crisis response services; she also co-chaired the University of Chicago’s Transform911 Initiative’s alternative hotlines workgroup, helping to facilitate discussions between field experts in health care, crisis and emergency response, public safety, and policy research towards the development of recommendations to overhaul the nation’s 911 emergency response system.

Register here for this event!

Sign up for Emails!

Get news from Clear Pathways in your inbox.

[ctct form="1380" show_title="false"]

"*" indicates required fields

This field is for validation purposes and should be left unchanged.

By submitting this form, you are consenting to receive marketing emails from: Peg’s Foundation, 10 W. Streetsboro St., Suite 200, Hudson, OH, 44236, US, You can revoke your consent to receive emails at any time by using the SafeUnsubscribe® link, found at the bottom of every email. Emails are serviced by Constant Contact.

Thank you for your submission.

We will get back to your shortly.