Item - 2026.EX33.2

The Executive Director, Social Development recommends that:

1. Executive Committee receive this report for information.

This report responds to Council direction in EX23.4 by providing an update on current crisis service performance, outlining the five-year pathway for growth, describing actions underway to increase the diversion of eligible 9-1-1 calls, and expanding access to the Toronto Community Crisis Service.

Since launching in 2022, the Toronto Community Crisis Service has become firmly established as Toronto's fourth emergency service, providing a 24/7, community-based response to people experiencing mental health crises. To date, Toronto Community Crisis Service has received nearly 50,000 calls for service through 2-1-1 and 9-1-1, dispatched mobile crisis teams in more than 41,013 cases, completed over 11,659 referrals to health and social services, and resolved most eligible calls diverted from 9-1-1 without police involvement. These results demonstrate growing public confidence in the service and its ability to connect residents to appropriate care while reducing reliance on traditional emergency responses.

Building on these strong outcomes, the City is laying the foundation for significant service growth through enhanced 9-1-1 diversion, integrated dispatch with Toronto Paramedic Services, and expanded referral pathways across healthcare, community and institutional partners including the crisis service on transit initiative launched in 2025.  

Analysis completed in 2026 projects annual Toronto Community Crisis Service call volumes from all sources will reach between 25,000 and 29,000 by 2031 through continued demand growth and increasing awareness. The analysis also identified the potential for an additional 20,000 annual calls through enhanced 9-1-1 diversion and new access pathways, bringing long-term demand potential to approximately 45,000 to 50,000 calls per year from all sources by 2031.

These findings reinforce the critical role of Toronto Community Crisis Service within Toronto’s emergency response system. As demand continues to grow, expanding access to Toronto Community Crisis Service is essential to ensure more people experiencing mental health crises receive timely, appropriate, community-based care while reducing pressure on traditional emergency services.

This report provides an update on the current state of the Toronto Community Crisis Service since its launch in 2022 and outlines key actions to support the future growth of the service. There are no immediate financial impacts arising from the adoption of the recommendation contained within this report.

Funding of $37.265 million gross and net for the Toronto Community Crisis Service is included in the 2026 Operating Budget for Social Development to support city-wide service delivery, dispatch through Toronto Paramedic Services and the Toronto Transit Commission Pilot. In addition, a one-time grant of $0.700 million from Health Canada has been secured in 2026 to advance equity-focused training and capacity building initiatives.

Any financial impacts arising from the growth and expansion of the Toronto Community Crisis Service will be submitted through future budget processes, as required, for consideration along with other City priorities, subject to the City's financial and resource capacity.

As demand for this service is driven in part by broader pressures, including persistent gaps in health and social service systems, that extend beyond municipal jurisdiction, continued intergovernmental investment will be required to sustain and scale the Toronto Community Crisis Service.

The Chief Financial Officer and Treasurer has reviewed this report and agrees with the financial information as presented in the Financial Impact section.