Hancock Health’s Mobile Response Team

If a person is experiencing a crisis and requires immediate care, we recommend calling  911 or the National Suicide Prevention Line at 988 for support.

The Hancock Health MRT is based out of the Hancock Health Connection Center, a central location that helps connect residents to the appropriate community resources for mental health concerns, substance misuse, or other challenges of daily life. The Connection Center’s support navigators and staff typically assist people by phone or in-person when they visit the office on McKenzie Road in Greenfield. But sometimes, an in-person presence makes a dramatic difference. MRT is ready to go to the patient, physically meeting people who are experiencing distress and helping them before the situation escalates into an emergency.

While the team has been working with adults since its inception in 2023, community leaders realized that area youth and their families would also benefit from the service. As of April 2025, MRT clinicians are able to assist youth aged 5 and up who are experiencing mental health or substance abuse distress.

The Hancock Health MRT program works closely with local law enforcement agencies to ensure that people receive the care they need without compromising the safety of their loved ones or others. A study by the National Alliance on Mental Illness indicated that 85% of people who were helped by an MRT member received an intervention rather than a hospitalization. A mobile crisis team can often save money by reducing hospitalizations and incarcerations for people who are struggling with substance misuse or mental health distress.

MRT currently includes two peer recovery specialists and two clinicians. Certified peer recovery specialists are trained individuals who are in recovery themselves. They’re able to provide a unique viewpoint to someone who may be experiencing substance misuse concerns, because they’ve walked down that road before. Clinicians are also trained to work with people in distress and help them develop a plan and find the necessary supportive resources.

But the work isn’t always easy, and it requires more than a cookie-cutter approach to each call. A person considering self-harm or suicide, for instance, may need to be evaluated for inpatient treatment or a safety plan that ensures they’re able to access the care they need. Another caller may need to be referred to a Connection Center Support Navigator, who can invest the necessary time creating a map for longer-term care. 

Triage: Trained professionals receive the initial call and triage with MRT team

Mobile Response: If care is needed beyond a phone call, MRT team member will go to the individual and work to resolve the crisis

Mobile Stabilization: MRT offers short-term assistance and case management services inside and outside of the home to decrease recurrence

After Care: Follow-up and referral of care is available to the individual to ensure a smooth transition to any support and services that may be necessary

Distress situations can be complicated, and the MRT program must assess every call judiciously to protect the caller and the people around them. If there are unsecured weapons on the property, for instance, the team member may reach out to law enforcement to request assistance from someone who is trained in de-escalation. If a team member visits a patient and is concerned about the patient’s immediate safety, they may call law enforcement and start the process for an emergency hold. If a patient becomes violent, the team member will allow law enforcement to take over until the scene is stabilized, and then they will offer support and help to the patient and any family members or loved ones.

They also will not force treatment or follow-up care if the patient is not in immediate danger.

“Sometimes people aren’t ready,” says Cindy Miller, a certified peer recovery specialist. “But if they let me in the door a little bit, I’ll take it. I’m willing to wait.”