Person in Crisis Team

PIC Dashboard  


PIC 988-211

 Individuals experiencing crisis should call 211 or 988 to dispatch the Person In Crisis team.

The Person In Crisis (PIC) Team will respond to:

  • Mental and Behavioral health including Suicidal
  • Domestic Violence
  • Homelessness
  • Substance Use
  • Wellness Checks
  • Youth-related issues
  • Elderly Needs
  • Family/Neighbor Intervention
  • Fire Fatalities
  • Other calls involving mental and behavioral health and /or social family and community crises assessed for PIC response

A coordinated response to crisis calls is essential to making sure that these calls for help are handled appropriately and that those in crises are given the type of care they need. This includes PIC alone responses or co-responses with the Rochester Police Department, Emergency Medical Services, and the Rochester Fire Department. 

By mobilizing highly trained emergency response social workers, and through a partnership with the Goodwill of the Finger Lakes 211 or 988 Lifeline Call-center, we can employ more effective ways of connecting people to the services they need. Through this strategic partnership, we can ensure a 24/7 call response to all City of Rochester zip codes, with the ultimate goal of diverting crisis calls to other selective dispatch first responders.

The goals of the PIC Team are to:

  • Increase connection to community crisis services that meet the need, by de-escalating crisis calls;
  • Divert crisis call coming in to 911 to the most appropriate response option, activating law only when needed; and
  • Strengthen supports post crisis to address full range of needs to stabilize and prevent future crises. 

988 is more than just a suicidal helpline. It is a direct connection to compassionate care. Anyone can call, chat, or text 988 for support, including anyone who has thoughts of suicide, is in emotional distress, is struggling with substance use, or is experiencing a behavioral health crisis.

If you or someone you know needs support now, call 988 Suicide and Crisis Lifeline or text 988 or chat


Read the Person In Crisis Team Pilot Plan here.

Learn more: Community Support Team | Homicide Response Team | Crisis Intevention Services