People experiencing a mental health emergency in New South Wales will soon receive faster access to specialist clinical support under a new statewide health-led response model backed by more than $270 million in NSW Government funding over 10 years.
The new system will allow people who call Triple Zero (000) during a mental health crisis to be connected with dedicated mental health professionals who will assess their needs, provide immediate support and connect them with appropriate care.
The reform aims to ensure people receive the “right care at the right time” by reducing reliance on emergency responses that may not always be suited to mental health situations.
NSW Mental Health Minister Rose Jackson said the reform represented a major step towards improving crisis care.
“When someone is experiencing a mental health crisis, they need the right care from the right people and that’s exactly what this new health-led responder approach will do,” she said.
“The important thing to remember is that there is no change for the community — you should still call Triple Zero (000) in an emergency. The difference is that now, during a mental health crisis, people can be connected with clinical support earlier.”
Under the new model, callers may be connected to counselling services, community mental health support or specialist Mental Health Acute Assessment Teams operated through NSW Ambulance.
The NSW Government said community and emergency worker safety would remain the highest priority, with NSW Police continuing to attend incidents where police intervention is required.
The funding will establish a statewide Virtual Mental Health Hub within NSW Ambulance and create eight Mental Health Acute Assessment Teams across high-need areas of NSW.
Each specialist team will include a paramedic and a mental health nurse who will provide in-person support, assess people experiencing crisis, connect them with ongoing care and arrange transport to health facilities where required.
The Virtual Mental Health Hub will provide real-time clinical advice to frontline responders, helping emergency workers make safer and more informed decisions.
More than 100 new full-time positions will be created as the program is progressively introduced.
The new approach follows recommendations from the Bondi Junction Coronial Inquest, the NSW Parliamentary Inquiry into community mental health care and a NSW Police review of mental health incident responses, all of which called for stronger health-led responses and improved coordination between services.
NSW Health said the model was developed after consultation with mental health consumers, carers, clinicians, advocacy groups, unions, Aboriginal Community Controlled Organisations, service providers and emergency agencies.
The approach has also been informed by the United Kingdom’s Right Care Right Person program, which focuses on ensuring people receive support from the most appropriate service.
Police and Counter-terrorism Minister Yasmin Catley said police would continue to respond whenever public safety required their involvement.
“Police will always respond when a police response is required to ensure public safety and the safety of those responding. That does not change.”
The NSW Government said the new model would complement existing programs, including the Police Ambulance and Clinical Early Response (PACER) program, which supports police and paramedics responding to mental health incidents.
People experiencing a medical emergency should continue to call Triple Zero (000). Those seeking specialist mental health advice can contact the NSW Mental Health Line on 1800 011 511, available 24 hours a day, seven days a week.
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