Residents facing a mental health crisis, homelessness or the risk of losing housing often need help navigating several services at once. Raleigh CARES brings together phone-based crisis intervention, in-person outreach and longer-term support to connect residents with resources suited to their needs.

CARES stands for Crisis Alternative Response for Empathy and Support. The City’s approach combines three programs: Crisis Call Diversion, ACORNS and Care Navigation. 

Crisis Call Diversion: Support Over the Phone

Launched in November 2025, the Raleigh-Wake Emergency Communications Center’s Crisis Call Diversion Line connects eligible mental and behavioral health-related 911 calls with licensed clinicians.

After a telecommunicator screens a call, a clinician can provide support, help de-escalate the situation and connect the caller with additional care. First responders can still be dispatched when needed.

According to the City’s September 10, 2026, feature, the line had completed more than 475 calls by the end of July, including 83 full diversions handled without dispatching police or EMS. Alliance Health’s main phone center also handled 1,005 calls for the emergency communications center. 

ACORNS: In-Person Outreach and Resource Connections

ACORNS — Addressing Crises through Outreach, Referrals, Networking, and Service — pairs social workers with police officers to assist residents facing mental health concerns, substance dependency, homelessness and related needs.

The Raleigh Police Department unit connects people with community partners, treatment and other services. It also supports people transitioning back into the community after incarceration. 

Participation is voluntary. The City reports that ACORNS has handled more than 2,500 referrals since its launch, emphasizing relationships and connections to appropriate support. 

Care Navigation: Help Beyond the Initial Crisis

The Care Navigation Team works with residents experiencing homelessness or at risk of losing housing after initial contact with a response team such as ACORNS.

Staff identify individual needs and connect participants with housing resources and community services, providing continued support beyond the first response. 

The City’s feature describes hands-on assistance with identification documents, health care and housing searches. It also shares examples of families and veterans who obtained housing with the team’s help. 

How Raleigh Residents Can Connect With Help

Residents seeking ACORNS assistance or making a referral can call 919-996-3345 or email ACORNS@raleighnc.gov.  For an emergency requiring immediate response, call 911. 

Learn more through the City’s Raleigh CARES overview⁠ and ACORNS information page⁠.

Source: City of Raleigh, “Targeted Help, Faster: Inside Raleigh CARES,”⁠ published September 10, 2026. Program figures reflect the reporting periods in that feature.

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