The Toronto Community Crisis Service (TCCS) is a key priority of SafeTO: Toronto’s Ten-Year Community Safety and Well-Being Plan, which aims to reduce vulnerability in Toronto through proactive mental health support strategies and community-based crisis support models.
The following TCCS metrics are updated on a monthly basis to illustrate the progress and impact of the service.
This section includes data on the number of TCCS calls for service, the number of times a call led to a mobile dispatch and the original source of those calls.
The number of calls for service received is sourced from 211’s intake and dispatch system. TCCS Calls for Service do not include calls where updates are requested or call logs with incomplete information. Calls are verified to determine the accuracy of the captured details.
The number of mobile dispatches is sourced from 211’s intake and dispatch system. Not all TCCS Calls for Service lead to mobile dispatch as some calls are resolved over the phone by 211 Information and Referrals or may be deemed ineligible for the TCCS.
TCCS call sources include Findhelp | 211; call transfers from 911 Communications, Toronto Paramedics Services (implemented in January 2025) as well as In the Community dispatch sources. In the Community call sources include dispatches initiated by the TCCS teams while on the scene, calls made directly to one of the TCCS Community Anchor Partners (such as the 2-Spirited Peoples of the 1st Nations Crisis Line or Gerstein Crisis Line), service user walk-ins and referrals from FOCUS or STAR/SPIDER.
This section includes data on the TCCS’ call transfer rate from 911, the number of times mobile teams request emergency services and the number of times a TCCS dispatch leads to someone attending the emergency room (including when it’s requested by the client).
The call transfer rate is defined as the proportion of total calls received by 911 that were transferred to and completed by the TCCS teams without observed police involvement. This value includes calls successfully resolved through 211 Information & Referrals and other criteria meeting the definition of a completed call (e.g., service refusal once TCCS teams arrive on scene or TCCS teams being unable to locate the client).
This value does not include calls in which service was interrupted (i.e., dropped calls, calls sent back to 911, calls where TCCS service was refused by the client, calls where a TCCS team rejected or transferred a service request and calls where 211 cancelled a service request) and it does not include calls in which police may have been on scene either before or after TCCS teams attended.
Request for emergency services is defined as the proportion of TCCS calls for service where TCCS teams requested support from 911, whether it was for Toronto Police Services, Toronto Paramedic Services or Toronto Fire Services.
Emergency department visits is defined as the proportion of TCCS calls for service where TCCS teams supported a client who went to the emergency department, whether it was at the service user’s request, a TCCS team recommendation, a medical emergency/need or the TCCS team attended a call where there was a Mental Health Act apprehension made by police or special constables.
This section includes the resources, services and supports provided during initial client interactions (i.e., Wellness supplies provided by the TCCS) and during follow-up (Follow-up referrals by the TCCS). The TCCS mobile crisis teams and case workers may request for multiple supports for one service user if required.
Resources provided can include, but are not limited to, food, clothing, hygiene supplies, naloxone, harm reduction supplies, medicine bundles, and other resources. These resources to do not capture other supports (i.e. transportation or crisis counselling etc.) that may have been used during a dispatch. These resources were provided to the service user while the mobile crisis team was on-scene. A service user may receive multiple resources during the call. This data is provided by the TCCS Community Anchor Partners: 2-Spirited Peoples of the 1st Nations, CMHA Toronto Branch, Gerstein Crisis Centre and TAIBU Community Health Centre.
These services and supports were provided during TCCS service user follow-up. TCCS staff may refer multiple supports for one service user if required. Service and supports provided include, but are not limited to: case management, crisis counseling and support, housing supports, primary care, and psychiatric supports. This data is provided by the TCCS Community Anchor Partners: 2-Spirited Peoples of the 1st Nations, CMHA Toronto Branch, Gerstein Crisis Centre and TAIBU Community Health Centre.