As communities across the nation grapple with rising mental health crises, innovative telemedicine solutions like Avel eCare’s Crisis Care program are proving that first responders can access life-saving behavioral health expertise—anytime, anywhere. The success of this model demonstrates a path forward for states looking to enhance mental health crisis intervention, particularly in rural areas with limited access to psychiatric care.
Nationwide, first responders—police officers, sheriff’s deputies, and emergency medical personnel—respond to an increasing volume of mental health-related calls. According to national reports, at least 20% of 911 calls involve a mental health crisis, with some jurisdictions reporting figures as high as 50% of emergency responses. Despite these staggering numbers, fewer than 20% of law enforcement officers have received crisis intervention training to manage individuals experiencing acute psychiatric distress.
Telemedicine: A Game-Changer for Mental Health Crisis Response
Avel eCare’s Crisis Care program provides an innovative model that states can replicate. Through this initiative, law enforcement agencies are equipped with telemedicine tablets, allowing immediate video access to behavioral health professionals. This real-time intervention ensures individuals in crisis receive specialized mental health care rather than being transported to an emergency room or jail—a critical step in ensuring the right care at the right time.
“In North Dakota, 108,000 adults live with a mental health condition, more than twice the population of Minot. Crisis Care ensures that law enforcement has the tools to provide the right level of care while keeping individuals out of unnecessary hospitalization or incarceration,” said Rep. Jon O. Nelson, North Dakota District 14.
Amber Reints, Behavioral Health and Crisis Care leader at Avel eCare, emphasized the program’s reach and trauma-informed approach:
“And so with our innovative technology, we are able to connect with that law enforcement that wherever they are dispatched to, so we can see people in schools, on the side of the road, within their homes, to be able to provide a mental health assessment for that individual in crisis.”
“Again, what we’re able to do with that is to be able to de-escalate them, to help them to feel seen, to help them to feel heard. When you think about those who have experienced traumatic events, when you look in medicine, it’s a very trauma-informed approach because we are able to connect with them and what they feel is a safe space over technology.”
In Wahpeton, North Dakota, local law enforcement has seen real results. Chief Matthew Anderson of the Wahpeton Police Department shared, “Our officers utilized Avel eCare during 64% of the mental health calls for service in 2024 and have used it on 100% of the mental health calls for service in January 2025. When used, telehealth Crisis Care visits through Avel eCare resulted in citizens staying in their homes 66% of the time after the visit concluded.”
He added, “Additionally, some individuals who have used Avel eCare have followed up with our office, thanking us for the service provided and how they were treated when in crisis.”
Brian Erickson, Vice President and General Manager of Behavioral Health at Avel eCare, echoed the program’s success:
“80% of the individuals Avel eCare has assisted have been able to stay home and follow up with resources locally. Otherwise, they may have been arrested or transported by ambulance to emergency departments, which is a difficult, stressful, and often lengthy process for everyone involved.”
Next Steps for Nationwide Adoption
Avel eCare has been a pioneer in telemedicine for over 30 years, continuously innovating to expand access to specialized care. Through product innovation and identifying effective models of providing care, Avel has adapted its telemedicine service, which has long served rural communities, into police cars, sheriff’s vehicles, and beyond. Today, Avel eCare’s expertise extends into ICU care teams, EMS responders, senior care facilities, and other critical environments, ensuring that telemedicine reaches those who need it most.
To expand the impact of telemedicine in crisis care, key steps include:
- Legislative Support: Expanding funding for telemedicine integration in first responder programs.
- Training & Implementation: Equipping law enforcement agencies with telemedicine-enabled devices and specialized training.
- Public-Private Partnerships: Collaborating with health organizations to streamline mental health crisis response efforts.
As the demand for mental health crisis care continues to rise, telemedicine offers a practical and proven solution for first responders nationwide. By implementing programs like Avel eCare’s Crisis Care, states can ensure that mental health emergencies receive the attention they deserve, reducing unnecessary hospitalizations, de-escalating crises, and ultimately saving lives.