OAKLAND JOINS NATIONAL EFFORT TO DELIVER THE RIGHT RESPONSE FOR EVERY 911 CALL
Partnership with the 12 Million Calls Initiative will help Oakland learn from communities nationwide and identify opportunities to connect more 911 calls with specialized responders
FOR IMMEDIATE RELEASE
October 5, 2026
Media Contact: Josh Gordon, Policing Project at NYU School of Law, press@policingproject.org, 217-801-2009
OAKLAND, CA — The City of Oakland announced its partnership with the 12 Million Calls Initiative, a nationwide effort led by the Policing Project at NYU School of Law to help communities expand access to specialized responders and connect 911 calls with the most appropriate response based on the needs of the person and situation.
For Oakland residents, joining the initiative does not immediately change how 911 calls are dispatched or alter operations for its community responder program, MACRO. Instead, the partnership gives Oakland access to a national network of cities working to improve emergency response, along with opportunities to improve data transparency, learn from peer communities, and identify where specialized response can be safely and effectively expanded.
"Our priority is delivering the right care at the right time,” Fire Chief Damon Covington said. “By expanding specialized response options, we're ensuring Oakland residents receive support tailored to their needs during moments of crisis. This approach strengthens our overall emergency response system by allowing each public safety professional—from law enforcement officers to firefighters, EMTs, and crisis responders—to focus on the situations they are best trained to address."
Through the 12 Million Calls Initiative, Oakland gains access to a robust peer network of cities across the United States that are working to improve emergency response outcomes. Member municipalities share operational data, policy frameworks, implementation strategies, and lessons learned to help communities build and scale effective crisis response programs.
"When someone is experiencing a severe mental or behavioral health crisis, communities benefit from having multiple response options available," said Scarlet Neath, director of the 12 Million Calls Initiative at the Policing Project. "Licensed clinicians, peer specialists, and crisis responders bring unique skills that can help stabilize situations, establish safety plans, and connect people to ongoing support. Oakland is helping demonstrate what a modern emergency response system can look like."
Oakland's Mobile Assistance Community Responders of Oakland (MACRO) program has been providing specialized emergency response since its launch in 2022. Housed within the Oakland Fire Department, MACRO deploys teams of Community Intervention Specialists and Emergency Medical Technicians to respond to appropriate non-violent, non-emergency 911 calls, including behavioral health crises, substance use incidents, wellness checks, and non-emergent medical and community concerns.
In 2025, MACRO teams responded to more than 7,300 incidents citywide and successfully resolved 97 percent of eligible calls through its augmented response model. These results demonstrate the potential for specialized responders to address community needs while allowing other emergency resources to remain available for higher-priority incidents.
Through the 12 Million Calls Initiative, Oakland will build on this experience by learning from communities across the country that are developing and evaluating similar approaches. The partnership will help Oakland examine questions including how specialized calls are identified and dispatched, how programs measure outcomes, and where additional opportunities may exist to connect residents with the most appropriate responder.
“Oakland is a city that looks out for one another,” said Elliott Jones, MACRO Program Manager. “When a resident calls 911, they deserve a response that recognizes their individual needs and brings the right people and resources to the situation. Our MACRO teams are already an important part of that work, and this partnership gives us an opportunity to share Oakland’s experience and learn from communities across the country."
As a member of the 12 Million Calls Initiative, Oakland joins a growing national network focused on building more responsive, effective, and person-centered emergency systems, while ensuring that every 911 caller receives a response appropriate to the circumstances.
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About the the City of Oakland’s MACRO program
The Mobile Assistance Community Responders of Oakland (MACRO) is a community response program operated by the Oakland Fire Department for appropriate non-violent, non-emergent calls for service. MACRO teams include Community Intervention Specialists and Emergency Medical Technicians who provide care, connection to services, and on-scene support for residents experiencing a range of medical, behavioral health, and community needs. MACRO is part of Oakland's broader emergency response system and works alongside traditional first responders to help ensure residents receive an appropriate response based on the circumstances of each call. Learn more at www.Oaklandca.gov/MACRO
About the 12 Million Calls Initiative
The 12 Million Calls Initiative is a national campaign to expand community first response programs, providing cities with technical assistance, peer learning, and proven policy and program models. Cities in the network have committed to reporting and ultimately expanding their use of non-police responders, contributing to a nationwide goal of 12 million calls diverted from police by 2030 – or 5% of total 911 calls. Learn more at www.policingproject.org/reimagining-public-safety.
About the NYU Policing Project
The Policing Project at NYU School of Law promotes public safety through transparency, equity, and democratic engagement. Learn more about the Policing Project at www.policingproject.org.