Virginia is transforming its behavioral health crisis system into a fully integrated, statewide continuum of services based on the Crisis Now Model, to ensure that every Virginian in crisis has someone to call, someone who’ll respond to them, and somewhere to go when they need help. Consistent with SAMHSA’s best practice model, the 988 crisis call centers will be the central point of “air traffic control.”

As of December 15, 2023:

  • The 988 Crisis Call Centers will assess each call to determine if a Mobile Crisis Response is indicated per The Department of Medical Assistance Services’ Mental Health Services Provider Manual Chapter 12: Appendix G
  • A dispatch will only occur if the 988 Crisis Call Centers determine a mobile crisis response is appropriate.
  • Providers will not be able to directly initiate Mobile Crisis Response in Virginia Crisis Connect.
  • Providers of Mobile Crisis Response will be dispatched to referrals via Virginia Crisis Connect.
  • The Mobile Crisis Response provider dispatched to an individual by the 988 Call Center or regional crisis hub will be based on the provider’s proximity and their ability to respond in a timely manner.

For more information or questions about this process, please reach out to the Regional Crisis Hub that manages dispatch for your area. Click on your region below to find the appropriate contact information.


The Department of Medical Assistance Services and The Department of Behavioral Health and Developmental Services have collaboratively conducted a webinar and written a full FAQ based on questions raised by private providers.

Watch the Mobile Crisis Dispatch Webinar (YouTube) 11/16/2023
Read the Mobile Crisis Response FAQ 11/16/2023

Beginning 12/15, when an individual calls 988 or a call center and requires mobile crisis response, the call center or regional Hub will dispatch the closest qualified provider to the individual.

No. The team dispatched for mobile crisis response will be determined based on proximity to the individual in need, utilizing the geolocation function. Providers are responsible for ensuring that all team members are strategically positioned for dispatch, aligning with their business processes, staffing plans, licensing requirements, and other relevant considerations to maintain appropriate team composition and supervision. The geolocation function operates based on the logged-in user's location within the platform.

The dispatched agency is responsible for the team response/composition.