Firm’s subject-matter experts develop 12-point strategy to address key areas of improvement
State College, Pa. (December 18, 2025) — The city of Columbus, Ohio, has taken a major step forward in advancing its nationally recognized alternative crisis response system, completing a comprehensive strategic assessment and planning initiative to identify opportunities for enhancement and long-term sustainability.
Alternative crisis response is centered on the concept of delivering the right help, at the right time, in the right way. Columbus is recognized as a national leader in this regard. City officials, recognizing that the right response often needs to be delivered by entities beyond traditional police, fire/rescue, and emergency medical services, established the following programs:
These programs have produced measurable results. In 2024 alone, RRU triaged 5,504 calls — representing 25 percent of all mental health calls received by the city’s 911 center. MCR responded to 3,104 mental health calls for service; RREACT conducted 2,606 home visits; and SPARC interventions contributed to an estimated 40 percent reduction in repeat 911 calls among participants.
Building upon this success, city officials wanted to better understand how the system could continue to evolve and mature. The city engaged MCP to conduct a thorough assessment of its alternative crisis response capabilities.
During a city council hearing on December 17 convened to review MCP’s findings, Shannon Hardin, council president, called the report “brilliant.”
“The early outcomes show real promise, and they tell us something important, that this approach works, and we need to keep doing it — which brings us to today,” Hardin said. “The Mission Critical Partners report builds on this foundation — [it] provides a clear roadmap for what comes next.”
Using its proprietary Model for Advancing Public Safety® (MAPS®) assessment methodology, MCP interviewed internal and external stakeholders, participated in ride-alongs with response teams, and conducted a multilingual community survey. Ten critical factors — including governance, training, service capabilities, funding, and community engagement — were evaluated and placed among a five-stage maturity matrix model ranging from Legacy to Advanced.
“I just really want to thank the Mission Critical Partners team,” said Anita Clark, the city’s assistant health commissioner. “You’ve been fabulous to work with. We really … respect your diligence and the hard questions that you asked us.”
The assessment identified opportunities across key areas:
The second phase of the initiative involved the SMEs developing a comprehensive strategy that city officials could use to evolve its alternative crisis response program across the five maturity stages. The recommendations emphasize coordination, sustainability, and accountability and collectively provide a roadmap for progress so that the program ultimately reaches the Advanced stage.
“There are lots of opportunities to take some of this … and run with it,” said Melissa Green, councilmember and chair of the Health, Human Services and Equity Committee and the first licensed social worker to serve on the council.
A key recommendation is establishment of a non-law enforcement Civilian Response Unit (CRU) pairing a licensed clinician with a peer support specialist to respond to clearly defined, low-acuity, nonviolent behavioral health, welfare, and social service calls. Calls would be triaged through 911 and RRU dispatch using established eligibility criteria and escalation protocols. The strategy also recommends launching a pilot program to evaluate the model’s effectiveness. “I believe that this community is ready for this,” Hardin said.
The 12-point strategic framework:
“Through this comprehensive approach to integrating public safety and public health, Columbus can transform its current programs into a mature, transparent, and sustainable system of care that prioritizes human connection, operational excellence, and public trust,” said Darrin Reilly, MCP’s president and CEO.
About Mission Critical Partners (MCP)
Mission Critical Partners (MCP) is a leading provider of data integration, consulting, network, and cybersecurity solutions specializing in transforming mission-critical communications networks into integrated ecosystems that improve outcomes in the public-safety, justice, healthcare, transportation, and utility markets. Our comprehensive experience and vendor-agnostic approach helps us develop modernized solutions for our clients to maximize value and create optimal efficiency while mitigating risk. Additional information and career opportunities are available at www.MissionCriticalPartners.com.