Mobile crisis response program launches in Kelowna

When someone is in crisis, whether they are facing a mental health emergency, or struggling with  substance use, they need skilled, trauma-informed professionals who can de-escalate the situation, provide them with immediate help, and connect them to the right community supports. Kelowna’s newly launched Crisis Response Community Led (CRCL) program, operated by CMHA BC, does just that – through mobile crisis response teams that assist residents aged 13 or older.

“By responding to calls that do not require law enforcement, CRCL Kelowna frees up law enforcement to focus on crime and safety-related emergencies,” said Kevin Duggan, Community Safety Services Manager for the City of Kelowna. “This approach ensures people in crisis receive the right response at the right time while improving community safety for all.”

CRCL Kelowna’s mobile teams include mental health professionals, social workers, nurses, EMTs, and peer support workers who have completed 100 hours of intensive training in crisis intervention, de-escalation, and cultural safety. Every interaction is designed to prioritize dignity and care.

“Mental health crises happen to people in every stage and walk of life.” said Jaime Lloyd-Smith, Innovation & Project Development Manager CMHA Kelowna. “Whether you’re a parent desperate to help your youth through a tough time, or a senior grappling with the loss of a spouse, or you’re struggling with problematic substance use, CRCL meets you where you are and provides you with the help you need.”

The program was developed with guidance from people with lived experience and has already launched successfully in six other BC communities and is seeing strong results. Kelowna’s implementation builds on that success, offering a compassionate, community-based alternative that strengthens safety for all.

How It Works: 

1. A Call for Help
   • Phase 1 (December 2025)
     • A call is made to the RCMP by someone in crisis, their loved one, or a community member. The RCMP then forwards calls that require CRCL support to CMHA’s CRCL team.
   • Phase 2 (Starting January 2025)
     • A call is made directly to CRCL by a person in crisis, their loved one, or a concerned community member. A mobile team is dispatched immediately to provide on-site support.
2. Mobile Response Arrives
   • A specialized mobile unit travels to the person’s location. This could be a home, a public space, or an area where someone is living unsheltered. The goal is to meet people where they are and provide support without delay.
3. Comprehensive Support on Scene
   • Once on site, the team works to stabilize the situation and offer compassionate, trauma-informed care. Services include:
     • Safety planning and crisis management
     • De-escalation and emotional support
     • Wound care and basic health interventions
     • Advocacy and referrals to mental health and social services
     • Distribution of food, clothing, and essential supplies
     • Crisis follow-up to ensure ongoing support

CRCL teams focus on providing support and connection to services. They do not remove people from public spaces, enforce the Mental Health Act, or respond to situations involving immediate risk of harm or medical emergencies.

“Bringing CRCL to Kelowna was a cooperative effort between all three levels of government, the RCMP, and CMHA-BC to help improve safety and sense of safety for all residents,” adds Duggan.

The CRCL program is a powerful example of what can happen when everyone works together to create a safer, more supportive community for all.