FAQs

See below for frequently asked questions regarding ACS.
Some answers include both a quick summary and detailed explanation to provide clarity for all audiences.

If you have a question that is not answered here, please email [email protected] or call 505-768-4227.

Service Model

Is ACS part of the police or fire departments?

No. ACS is an independent department within the City of Albuquerque; the Director of Community Safety is a peer to the Chief of Police and the Fire Chief.

While ACS works closely with APD and AFR to ensure the best outcomes for residents, it focuses exclusively on responding to non-criminal and non-medical emergencies.

What kinds of situations can I call ACS for?

ACS Responders address situations like behavioral health crises, suicidal ideation, disturbances, substance use issues, welfare checks, homelessness, panhandling, and other quality-of-life concerns that do not involve criminal activity or medical emergencies.

What is a "behavioral health crisis"?

Quick Answer

The person defines the crisis. If you are calling, we will take you seriously and address it.

Typically, a behavioral health crisis happens when someone’s emotions, thoughts, or actions become overwhelming and affect their ability to handle daily life. This could include feeling hopeless, having thoughts of self-harm, being extremely upset, or struggling with substance use. A crisis can also happen when basic needs, like housing, safety, or access to food and healthcare, are not being met. ACS helps in these moments by providing support, de-escalating the situation, and connecting people to the resources they need to feel safe and stable again.

In Depth

A behavioral health crisis is any situation where someone’s mental health, emotional wellbeing, or ability to function is significantly disrupted. This includes acute situations—like suicidal thoughts, psychosis, or substance use crises—as well as episodes related to chronic mental health conditions, such as confusion due to dementia or difficulty managing schizophrenia without proper medication.

Some common signs of a behavioral health crisis are:

• Changes in mood or behaviors that cause concern
• Thoughts of self-harm or suicide
• Sudden changes to hygiene and self-care practices
• Unusual thoughts, sounds, or visions that cause fear or distress
• Sudden onset or increase of substance use
• Feeling hopeless or helpless
• Sense of loss of control over thoughts, feelings, emotions, or behaviors

At ACS, we view behavioral health holistically. We recognize that quality-of-life concerns and other social drivers of health, such as housing instability and lack of basic resources are also integral to someone’s overall wellbeing. Whether someone is facing an immediate behavioral health crisis or longer-term challenges, our responders are trained to help with de-escalation, stabilization, and connecting individuals to the right resources.

When should I call 9-1-1 or 3-1-1 for an ACS response?

Quick Answer

• Call 9-1-1 for emergencies and crises that need immediate attention to prevent harm or stabilize a situation.
• Call 3-1-1 for non-urgent issues or follow-ups that don’t require an immediate response.

In Depth

Deciding between 9-1-1 and 3-1-1 often comes down to the urgency and risk of the situation:

• Call 9-1-1 if:
  • There’s an immediate risk of harm (e.g., someone experiencing suicidal thoughts with a plan, yelling, or making threats).
  • A person’s health or safety could deteriorate rapidly without immediate help.
  • The situation requires immediate de-escalation or stabilization by trained responders.

• Call 3-1-1 if:
  • The situation can wait until the next day (e.g., concerns about an encampment or a non-urgent welfare check).
  • You’re seeking help for ongoing or low-risk issues, such as connecting unsheltered individuals to resources.

Still Unsure? Trust your instincts. If a situation feels urgent or potentially harmful, call 9-1-1. Dispatchers will assess the situation and send the most appropriate response team, including ACS if it aligns with our response criteria.

By focusing on urgency and risk, this approach ensures residents get the right help at the right time while helping ACS deliver its mission of providing compassionate, community-centered care.

Should I call 9-1-1 or 9-8-8?

Quick Answer

• 9-1-1: Call if someone needs immediate help, including during a behavioral health crisis. In Albuquerque, 9-1-1 dispatchers can send an ACS unit if the situation meets ACS’s response criteria.
• 9-8-8: Call, text, or chat for confidential support from trained crisis counselors when experiencing a mental health, substance use, or emotional crisis that does not require an in-person response.

In Depth

Both 9-1-1 and 9-8-8 provide critical services, but their functions differ:

• 9-1-1 in Albuquerque: ACS is the City’s primary behavioral health crisis response for non-violent emergencies. If a behavioral health crisis meets ACS’s response criteria, 9-1-1 dispatchers can send an ACS unit.
• 9-8-8 in New Mexico: 9-8-8 provides immediate emotional support, crisis intervention, and referrals to services via phone, text, or chat. Currently, New Mexico’s 9-8-8 system does not dispatch mobile crisis teams, but the state is working to expand this capability as part of its Crisis Now Continuum of Care model. In cases that require an in-person response, 9-8-8 transfers the call to 9-1-1 where an ACS unit may be dispatched depending on the situation. 

For more information about 9-8-8 and the resources it offers, visit their website.

If you’re in Albuquerque and need an in-person response, 9-1-1 remains the most direct way to request an in-person response from ACS’s specialized behavioral health responders.

Who makes up the response teams?

Quick Answer

ACS Responders come from a wide variety of professional backgrounds, bringing expertise in behavioral health, social services, and crisis intervention. They are trained to provide compassionate and informed care tailored to each situation.

Learn more about the specific roles on our responder teams.

In Depth

ACS’s strength lies in the diversity of its teams:

• Professional Experience: Responders include licensed clinicians, social workers, peer support workers, and other professionals with diverse backgrounds in social services, healthcare, and public safety. This range of expertise equips our teams to address complex community needs with care and creativity.
• Lived Experience: Many ACS team members have firsthand experience with the challenges they help others navigate, bringing empathy and understanding to their roles.
• Comprehensive Training: Every ACS Responder completes foundational training through the ACS Academy, which equips them with skills in de-escalation, trauma-informed care, and resource navigation.

This diverse expertise allows ACS to provide compassionate, specialized responses that meet the unique needs of each situation, giving residents the confidence that they are in capable hands.

What kind of training do ACS Responders receive? 

Many ACS Responders come to the department with years of training and education in mental health and social services. Additionally, all ACS Responders complete the ACS Academy, which provides foundational training in crisis intervention, de-escalation, trauma-informed care, and resource navigation. Ongoing education ensures responders are equipped to handle a wide variety of situations.

Does ACS only respond to calls about homelessness?

No. While ACS addresses homelessness as part of its mission, the department also provides support for behavioral health crises, substance use issues, and quality-of-life concerns. The goal is to meet people where they are and connect them to appropriate resources.

Additionally, ACS plays no role in enforcement. ACS will work with our unsheltered neighbors to meet their goals, both short and long-term. Responders will offer transportation to shelter and providers, but they will never forcibly remove someone from a space.

Learn more about ACS’s Street Outreach Iniatives.

Does ACS serve all ages?

Yes. ACS Responders are trained to serve individuals of all ages, from children to older adults.

Does ACS respond to school and/or college campuses?

Yes. ACS can respond to school and college campuses when requested.

The department also collaborates with educational institutions to address safety and well-being proactively. For example, ACS’s School-Based Violence Intervention Program (SBVIP) embeds intervention specialists at several APS campuses to support students and families at the highest risk for engaging in or being impacted by cycles of violence, including gun violence. 

Do Responders provide services in any languages other than English?

ACS strives to hire staff that represent the community they serve. Many ACS Responders speak additional languages. However, ACS utilizes an interpretation service to ensure all residents can access help. 

How is ACS funded?

ACS operates primarily through general funds from the City of Albuquerque’s budget, with additional support from state and federal grants.

Dispatch

Does ACS respond 24/7?

Yes. ACS operates 24 hours a day, 7 days a week, to ensure residents always have access to help when they need it.

Does ACS respond citywide? 

Yes. ACS Responders cover the entire city of Albuquerque.

Learn more about ACS’s physical presence.

How are ACS units dispatched?

Quick Answer

ACS units are dispatched through 9-1-1 by Albuquerque Police Department (APD) Dispatch. 

In Depth

ACS Responders are integrated into Albuquerque’s 9-1-1 system. When someone calls 9-1-1, the Operator evaluates the nature of the call and determines which responder—police, fire, or ACS—is best suited for the situation. If the call is appropriate for ACS, APD Dispatch sends the request to an ACS unit. ACS Responders use the same computer-aided dispatch (CAD) system and radios as police officers, ensuring seamless communication. This also allows ACS Responders to immediately call for police backup if they are in danger.

Non-emergency requests made through 3-1-1 are routed to ACS Triage Specialists. These specialists evaluate the request, create a dispatchable CAD event, and add it to the ACS queue for appropriate follow-up. This system ensures that ACS can address both urgent and non-urgent needs efficiently.

This visual outlines the ACS dispatch process, from 9-1-1 calls to ACS resolution.

Can I request an ACS Responder when I call 9-1-1?

Residents should not worry about how to request the right response. 9-1-1 operators are trained to assess the situation and send the most appropriate resource.

If you believe an ACS response would be helpful, you are encouraged to request one. However, 9-1-1 will ultimately determine whether ACS is the right fit based on safety considerations and the nature of the call. If a situation falls outside of ACS’s response criteria, another emergency service may be dispatched instead.

If the issue is a non-emergency or could be a next-day follow-up, call 3-1-1.

If I call for ACS, will police still respond?

ACS is designed to minimize unnecessary police involvement by addressing situations where our responders can effectively de-escalate and provide care without police intervention. However, in some cases, 9-1-1 operators may determine that a police response is more appropriate based on the circumstances.

For high-risk behavioral health crises, ACS may respond as part of the Mobile Crisis Team (MCT) program, which pairs an ACS licensed clinician with an APD Enhanced Crisis Intervention Team (ECIT) officer. This ensures that the situation receives both clinical expertise and additional safety support when needed.

If circumstances change while ACS is on scene, responders have the ability to request additional support from police or Albuquerque Fire Rescue (AFR) if necessary. In many cases, ACS can work with individuals to explore all available options before involving police, ensuring that any additional response aligns with the needs and wishes of those involved. Fewer than 1% of ACS responses result in a police callout, demonstrating our commitment to providing crisis care without unnecessary law enforcement involvement.

What if I call for ACS and the 9-1-1 operator determines I need police, can I cancel the call for service?

Once a call for service is created, it cannot be canceled by the caller. However, the responder type is determined by Dispatch based on the situation’s needs.

What is the response time for an ACS unit?

Response times vary based on call volume and location but are prioritized based on urgency. 

Can I call ACS for someone else?

Yes. ACS often responds to calls made by concerned third parties. You can call on behalf of a loved one in need, a neighbor you’re concerned about, or a someone in public who may need assistance.

If you are in crisis, do not hesitate to call on your own behalf. 

Will ACS respond to a violent situation or if a weapon is present?

Quick Answer

Maybe. ACS evaluates every call to prioritize safety for responders and the community. While situations involving weapons or aggression don’t automatically rule out an ACS response, police may be required in cases of immediate threat. In high-risk scenarios, ACS’s Mobile Crisis Team (MCT) pairs a clinician with an officer for a co-response.

In Depth

ACS’s goal is to respond to behavioral health and quality-of-life concerns with care and expertise while ensuring safety for all involved. Situations involving weapons or aggressive behavior are evaluated carefully, and the response is tailored to the specifics of each call.

• Aggression or access to a weapon: If someone is defensive, agitated, or has access to a weapon but is not actively threatening harm, Behavioral Health Responders may still respond. Responders are trained in de-escalation and scene safety.
• Active brandishing or immediate threat: When someone is actively wielding a weapon or posing an imminent threat to themselves or others, police intervention is required to ensure safety.

Behavioral Health Responders assess a scene for safety before engaging and are trained when to disengage and/or call for police backup when necessary.

ACS’s Mobile Crisis Team (MCT) addresses the most complex, high-risk situations by pairing a licensed clinician with an Enhanced Crisis Intervention Team (ECIT) officer. This co-response model provides the necessary safety measures while delivering expert behavioral health support to those in crisis.

This approach ensures that ACS can address a wide range of situations while minimizing unnecessary police involvement and promoting de-escalation wherever possible.

Response

What should I do while waiting for ACS to arrive?

Stay calm, stay safe, and stay aware. Provide any helpful details to the Call Taker and ensure the area is accessible for responders. If anything changes while you wait, call back and report it to the Call Taker.

What can I expect when ACS arrives?

Quick Answer

ACS Responders will talk with the person and conduct an assessment to figure out the best way to help and problem solve with the person. Responses are designed to meet the individual “where they are” in a way that is responsive and respectful.

In Depth

Every ACS response is unique to its circumstances, and ACS has multiple responder types. based on the nature of the call. Throughout a response, an ACS responder may:

• De-escalate any immediate crisis whether it be a mental health issue or a conflict between people
• Assess what underlying needs are causing the current issue
• Address those needs that can be solved in the moment
• Connect neighbors to appropriate community-based care through a referral or by directly transporting them to a provider or shelter
• Collaborate with other City departments that could support the situation

While ACS will transport to a service provider or a hospital, our goal for those with stable housing is always to stabilize in place when possible. 

What type of service connections might an individual receive through ACS?

ACS connects individuals to services like shelter, mental health care, case management, substance use treatment, and food assistance.

See a list of community partners we work most closely with.

How does ACS de-escalate a situation when someone is yelling/screaming?

ACS Responders are trained in de-escalation techniques using a person-centered, trauma-informed approach. They remain calm, actively listen, communicate clearly, and work to identify the individual’s needs to help defuse tense situations.

What does ACS do if they arrive and someone is acting violently, such as throwing objects, punching walls, or making verbal threats to harm self or others? 

ACS Responders are trained in de-escalation and scene safety. Part of our role is to address situations that might otherwise escalate unnecessarily. However, responders use their discretion to determine when a situation has become unsafe for them to remain on scene.

If that happens, responders have several options depending on the circumstances:

• Leave the scene and close the call if they assess no immediate threat remains.
• Request a Mobile Crisis Team (MCT) response to bring additional support.
• Call for a police response if the situation requires law enforcement intervention.
• Activate their emergency alert system to request an immediate police response if they cannot safely leave.

ACS Responders always prioritize safety—for themselves, the individual in crisis, and the surrounding community.

What does ACS do if they arrive on scene and the person tells them to leave?

ACS Responders utilize motivational interviewing techniques to work with people who may be hesitant to engage. However, Responders will ultimately respect the individual’s wishes and will leave unless safety concerns require further action.

Can ACS remove people loitering near my home or business?

ACS Responders work to connect individuals to resources and address underlying issues. They offer transportation to shelters and providers, but will not forcibly remove someone. 

If you are concerned for someone’s wellbeing, ACS is the right response. 
If you wish to enforce a criminal trespassing notification, that is a law enforcement issue. 

Can ACS provide transportation for someone in need?

Yes. ACS can transport individuals to shelters, hospitals, or other services when appropriate.

Do ACS Responders carry weapons or other defense tools?

No. ACS Responders do not carry weapons of any kind. If a situation becomes unsafe they will withdraw or call for immediate police backup. 

What kind of equipment do ACS Responders carry?

ACS Responders carry essential tools to assist individuals in crisis and ensure their own safety. This includes Narcan, first-aid kits, automated external defibrillators (AEDs), flashlights, resource guides, cell phones, radios, and mobile data terminals (MDTs) for communication.

Other Questions

How do I become an ACS Responder?

Visit our Careers Page to learn more about qualifications and current job openings.

How can my organization partner with ACS?

Contact us at [email protected] to discuss partnership opportunities and collaborations.

Can my organization or community group use the facilities at ACS Headquarters? 

Yes. ACS Headquarters has space available for community meetings and trainings. Visit our Facilities Page for details or contact [email protected]. 

Does the ACS Academy offer community trainings?

Currently, the ACS Academy focuses on training responders, but we are exploring ways to expand offerings to the community. If you have ideas on how we could collaborate with community partners, feel free to contact us at [email protected]. 

How can I share my thoughts with ACS?

We value your input and experiences. There are several ways you can share your thoughts with us:

• Share Your Story: Use our Share Your Story webform to let us know how ACS has made an impact in your life or community.
• File an Official Commendation or Complaint: Submit a commendation or complaint for an ACS staff member through our official webform.
• Contact Us Directly: Email us at [email protected] or call our main office at (505) 768-4227.
• Media Stories: If you’d like to share your experience for a potential media feature, reach out to our Public Information Coordinator through the contact details on our Contact ACS page.

Your thoughts help us improve, celebrate successes, and ensure we’re meeting the needs of our community.