A New Option for Mental Health Crises in Ottawa
Ottawa residents in the east end now have access to a community-based alternative to calling 9-1-1 when facing a mental health crisis, thanks to the expansion of the ANCHOR program.
ANCHOR — short for A Non-police Community Health and Outreach Response — dispatches trained mental health workers and crisis counsellors to respond to calls involving someone experiencing a psychiatric emergency, emotional distress, or a mental health crisis. The program was first launched in select parts of Ottawa before city leaders and community advocates pushed for broader coverage across the capital.
What Is ANCHOR and How Does It Work?
When someone calls for help during a mental health crisis, the traditional default has long been 9-1-1 — which often results in a police response. For many individuals in crisis, a police presence can escalate the situation rather than de-escalate it, particularly for people with mental illness, substance use challenges, or those who have had difficult experiences with law enforcement.
ANCHOR changes that equation. Trained crisis responders — not police officers — arrive on scene to assess the situation, provide immediate support, and connect individuals with appropriate mental health services. The goal is to treat a mental health emergency the way it is: a health issue, not a criminal one.
The team typically consists of a mental health worker paired with a paramedic or registered nurse, ensuring that both emotional support and medical care are available on the spot.
Why East Ottawa?
The eastward expansion reflects a recognition that mental health crises don't respect neighbourhood boundaries. East Ottawa communities — including areas like Gloucester, Orléans, and Vanier — have long advocated for the same level of responsive, trauma-informed crisis care available in other parts of the city.
Advocates and local councillors have pointed out that underserved and lower-income communities often have higher rates of mental health calls to emergency services, making a non-police alternative especially important in these areas.
How to Access ANCHOR
Residents in the covered areas can access ANCHOR services by calling the designated non-emergency line rather than 9-1-1 when the situation is not immediately life-threatening but still requires crisis intervention. The program operates during specified hours, and dispatchers will route the call appropriately based on the nature of the situation.
For those unsure whether to call ANCHOR or 9-1-1, the rule of thumb is straightforward: if there is an immediate risk of violence or a medical emergency requiring ambulance services, call 9-1-1. For mental health distress, suicidal ideation, or erratic behaviour without immediate physical danger, ANCHOR is the right call.
A Step Forward for Community Care
The expansion of ANCHOR is part of a broader shift in how Ottawa — and cities across Canada — are rethinking public safety and crisis response. Mental health advocates have long called for community-led solutions that keep people out of emergency rooms and out of the justice system when what they really need is care.
For east Ottawa residents and families, the program's arrival is a meaningful step toward more compassionate, effective crisis support right in their neighbourhoods.
Source: Ottawa Citizen. For more information on ANCHOR services and coverage areas, contact Ottawa Public Health or the City of Ottawa's mental health resources.
