Wheeler’s Mobile Crisis Intervention Services Program: Rapid Response, Long-Term Growth

For more than 16 years, Wheeler’s Mobile Crisis Intervention Services (MCIS) program has served children and youth, ages 3 to 17*, in the Greater Hartford region, right in their homes, schools, and communities. This approach helps to divert unnecessary visits to the emergency room or inpatient hospital stays. The now 24/7 program, launched and funded by the Connecticut Department of Children and Families, in partnership with the Child Health and Development Institute (CHDI) and United Way 2-1-1, is designed to meet the unique mental health challenges of youth, addressing a range of issues, from acute anxiety to suicide ideation, school avoidance, and more.

“By treating kids where they are, we can intercept them quickly and connect them with services,” said Emily Kahnke, LMFT, associate director, Wheeler’s Mobile Crisis Intervention Services program. “Hospitalization reductions result in reduced costs, hospital overflow, and frees up beds for the most serious needs.”

How It Works
A child experiences a mental health emergency. Parents, caregivers, school personnel, first responders or others call United Way 2-1-1 and Press “1”, and a Mobile Crisis Team assigned to that area will respond within 45 minutes. A masters-level clinician meets with that child or family, conducting a clinical assessment process and efforts to stabilize the crisis. A plan of action is developed, which may include linkage to treatment and other community resources. Family members and caregivers are also engaged in the treatment process and there is ongoing collaboration, up to six weeks with community providers to ensure appropriate treatment.

If you, a youth in your care or a loved one are in crisis and would like to speak with someone from a local crisis team, call 2-1-1, press “1” to be connected to the Mobile Crisis Intervention Services team serving your town/city. 

If you’re thinking about suicide, are worried about a friend or loved one, or need emotional support, call the Lifeline at 988.

Care with Heart
Wheeler is the largest provider of Mobile Crisis Intervention Services in the state. With a team of more than 50, this program averages more than 2,500 episodes of care to youth in crisis annually in 20 cities and towns in Central Connecticut. Schools remain the program’s top referral source.

In 2022, to address the increased need for mental health support amid the pandemic and other challenges, Wheeler and two additional providers became part of an innovative civilian crisis intervention program in Hartford called the Hartford Emergency Assistance Response Team (HEARTeam). This initiative offers an alternative response to emergency 9-1-1 calls involving Hartford residents in emotional and mental health crisis. HEARTeam responders assist in situations where specialized non-law enforcement intervention is most effective.

Each provider offers a different response, including support for adults with acute mental health issues, as well as de-escalation techniques and linkage to care. Wheeler’s team supports children and youth under 18 who experience a behavioral health crisis through on-site crisis assessment, intervention, safety planning and stabilization, as well as telephone and virtual services, and follow up care.

“Since the inception of this program, we have been able to divert 40 percent of referred youth to the Wheeler HEARTeam, who otherwise would have been sent to the emergency room or judicial system,” said Tiffany Hubrins, LCSW, senior director, Wheeler. “We know this approach to youth in crisis works.” 

Expanded 24/7 Service
In January 2023, Wheeler’s and other mobile crisis programs within the state became a 24/7 service. Wheeler added two overnight full-time positions and created additional fee-for-service hours.

“We were proud to extend this ‘around the clock’ service to the clients and families we serve,” said Hubrins. “Since the 24/7 expansion, Connecticut’s MCIS program has served more than 400 additional clients.”

Strong Team, Strong Delivery of Care 
Over the last few years, according to Hubrins, the MCIS program has put a strong focus on quality care delivery through increased training for staff on topics ranging from self-care, to leadership. This approach has helped to improve the program’s already-strong team. Since 2021, MCIS staffing has increased by 67 percent, with a concerted focus on retention.

“The pandemic changed everything for us, including how we approach staffing and the issues that we are seeing in the community,” said Hubrins. “Our clients are suffering more acutely in many ways, with higher and different levels of struggle, and we need to continue strengthening our team to meet the needs of the community.”

Hubrins and Kahnke are committed to maintaining a strong team that delivers high levels of care. “We’ll move forward with a continued focus on staff development.” 

What Inspires the Work
When asked what drives their work, Hubrins and Kahnke were both in agreement that it’s the youth and families served by the MCIS program. 

“Children are the future, and it’s part of our job to make sure that they grow up to be the best little humans they can be,” said Kahnke. “One small change, including the intervention of a caring program or adult, can alter the trajectory of their lives.”

Hubrins agrees. 

“I’ve been with the mobile crisis intervention program long enough to know that this program works and creates transformation,” she said. “It’s gratifying to see a person we treated in first grade now a successful young adult, or a student who once didn’t go to school, return to school. Being part of this transformation, having the privilege to witness it, is what I love most about this work.”

*Children may be 17+/18 as well if still enrolled in school.