It’s a number no one wants to dial, but if an emergency ever arises, the dedicated team in New Hanover County’s 911 call center is waiting to help those in need. The work these telecommunicators do each day is vital to community safety, making sure the proper response is provided to help anyone in crisis. We are truly grateful for their steadfast efforts to make sure our residents get help as quickly as possible. 
 
The moments between a call for help and when that assistance arrives can be tense and downright chaotic. And the situation doesn’t always resolve when emergency responders get on site. The lingering trauma can have severe and adverse impacts on a person, even if they are just the caller trying to ask for help.  
 
That’s where the 911 CARE Team comes into play. 
 
Established in November 2023, the 911 CARE (Community, Assistance, Response, and Engagement) Team is a call diversion program featuring licensed mental health clinicians who specialize in initial de-escalation, while following up to ensure callers get connected to resources that can help them navigate the crisis they are going through or witnessing. Over the last year, they have been involved in nearly 1,700 call interventions, with 85 percent of callers reporting a reduction in their level of distress at the end of the call. 
 
Adrianne Wheeler is one of the 911 CARE Team members, bringing an extensive background in the mental health field to the position. She and her colleagues do a tremendous job in this area and we’re grateful for the ongoing response they provide each day. 
 
For this month’s Public Service Profile, I spoke with Adrianne about the work she is doing and the impact the CARE Team is making. That conversation is below … 
 
Adrianne, I know you have a wealth of experience as a therapist in previous roles before joining the team at New Hanover County. When you decided to come on board, what was it about this role that drew your attention? What’s the experience as a member of the CARE Team been like so far? 
 
I was intrigued when I saw the position. I thought to myself, how wonderful that New Hanover County is doing this. It seemed forward thinking and like a cutting-edge approach to crisis intervention and diversion. It felt like it might be a once-in-a-lifetime chance to be part of a program early on that could impact our community for years to come. 
 
For me, this is much more than a job. Our program is embedded in the 911 center and I have gotten to work alongside the 911 telecommunicators who are some of the most amazing people. To see their dedication and professionalism is inspiring, especially during events like Hurricane Helene when NHC's center was a backup center for Buncombe County. It is truly humbling to be a part of such a vital public service. Every day I leave the center with a new perspective on how precious life is, or how grateful I am for the everyday things that are easy to take for granted.  
 
I’m sure no two days are alike with what you encounter, and every call presents different challenges, but take me through a little bit of what it’s like to serve in your role as a CARE Team member. It’s been a little over a year since this team began its work and I know there have been some positive results. Can you share a little about those? What are you most proud of?
 
For starters, I work with some really amazing people. There is no way to sustain work like this unless you have supportive and like-minded teammates, which I have in Mary, Dave, and Chris. They make coming to work a joy for me.
 
Aside from that, the biggest payoff is the chance to help an individual or a family who is experiencing a crisis. To be able to work through something overwhelming and provide hope when a situation may feel like a caller's darkest moment, that is incredibly rewarding. We have callers who call in for a family member who is experiencing psychosis and sometimes these are young people experiencing their first psychotic symptoms. It's confusing and distressing for the family and the individual. When individuals are under stress, it can be hard to focus, let alone navigate a complex system of care to get your loved one help. It's important to have someone on the other end of the line who is going to take their time, be patient, listen to understand and help connect the caller with resources. 
 
We take on a range of calls each day, from people facing food insecurity to others who may have experienced a sexual assault or domestic violence. We've been able to connect people who are experiencing a substance or mental health crisis in real time to providers who can help them be screened for inpatient treatment, such as a detox facility, within hours of initial contact. To be able to connect citizens with community partners who focus on these issues and do such amazing work is hugely gratifying. This is truly a collaboration between the CARE team, the telecommunicators at 911 and the emergency responders in the community who also provide us with referrals.
 
I think most people think about 911 as a number they call to get help, but with the work you and the CARE Team are doing, it seems to be so much more. What would you want the community to know? Is there something you think that’s important for them to understand about what you and your colleagues are doing? 
 
I would want the community to know that anyone can use our services. You don't have to be in full blown crisis or even a 911 caller to get in touch with us. However, if you are in crisis, call 911. Our service does not replace 911, just to be clear. But if you'd like to talk to someone on the CARE Team you can reach us at our CARE Team line at 910-798-6958. We are not a 24-hour service like 911, but callers can leave a message and we will call you back. 
 
Also, our service is not just about mental health and substance use crisis, it includes anyone encountering a crisis level event that is overwhelming or frightening, such as witnessing an accident or experiencing a theft.  The CARE Team can assist folks in the moment. I would also want the people of NHC to know that county leaders are invested in our community. There are so many resources out there that can make a difference, whether someone is experiencing grief, need resources for a child with a disability, or are looking for more support for a senior in your life who is isolated. Whatever the case may be, the CARE Team is here to listen and help get folks connected. 
 
I want to thank Adrianne for the tireless effort she and the entire CARE Team do each day to make sure those calling 911 get the help they need from a bigger picture standpoint. It’s critical to address the situation, but equally as important to take a broader, more holistic focus on assisting others while also being resilient.
 
You can learn more about the work being done by our 911 Communications team by visiting the department’s website.