TRUST Field Response Program

What Is TRUST?

TRUST is a community service that helps Santa Clara County residents during an urgent mental health or substance use situation. Our call center and field response teams are��available 24/7 to answer calls for help.��TRUST stands for “Trusted Response Urgent Support Team.” It is a partnership between three social service agencies in Santa Clara County: , , and . Our team is specially trained to help people who need urgent help for mental health and substance use conditions.��

We treat every situation on a case-by-case basis, providing responsive care without involving law enforcement and triaging other teams when needed.

How Do I Reach TRUST?

Ask for the TRUST team! Call 800-704-0900 and press 1 (call 988 for local 408, 650 and 669 area codes).

*Operates 24 hours a day, 7 days a week, 365 days a year.

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How Does TRUST Work?

TRUST’s team of responders includes behavioral health staff from community organizations. These staff have knowledge and experience assisting people struggling with behavioral health challenges.

Our field response team works together to meet the unique needs of each person and those around them. We treat every situation on a case-by-case basis, providing responsive care and only involving law enforcement when needed.

Here’s how the field response program works:

• Call 800-704-0900, press 1 (call 988 for local 408, 650 and 669 area codes) to reach TRUST if you, or someone around you, is experiencing concerning mental health or substance use symptoms.

• The TRUST call center can send a field response team to your location (such as your home, workplace, or a public space) in North County, San José, and Gilroy.

• This team works to de-escalate the situation, so you can get the help you need.

• We connect you with appropriate mental health care, including emergency medical services and psychiatric care, if needed.

How Does TRUST Make a Difference?

The TRUST program allows people to get the help they need as safely and smoothly as possible, starting with meeting them where they are. Having greater access to trained mental health professionals gives our community more peaceful and productive ways to handle mental health and substance use challenges when they arise.

Key components of TRUST include:

• Trauma-informed field response teams

• A focus on prevention

• Involvement of families and loved ones, based on a client’s wishes

• Community Collaborators to gather and act on feedback from the community

• Staff from our community who are linguistically and culturally informed

TRUST also taps into family members, caregivers, and friends who have firsthand experience with mental health and substance use concerns. These partners join the community response team, participate in training sessions, and act as a community resource.

24/7 Mental Health Support��

Call 800-704-0900, press 1 (call 988 for local 408, 650 and 669 area codes) to access the field response team as well as on-demand mental health resources, including:

• Immediate, over-the-phone symptom management and de-escalation support
• Guidance to referrals and additional services
• Call-out response services that send a mental health professional to your location in North County, San José, and Gilroy

This lifeline operates 24 hours a day, 7 days a week, 365 days a year (including holidays). Translation into multiple languages is available.

Frequently Asked Questions

: The main goal of TRUST is to keep individuals in Santa Clara County who are emotionally distressed out of jails and hospitals and in a safe space within the community in which they live.
: TRUST provides low-risk de-escalation assistance, referrals, and stabilization services in Santa Clara County. All TRUST team members are compassionate, trauma-informed and culturally sensitive, and seek to provide behavioral health and basic medical assessment services through phone or in-person support.
: TRUST is available to meet community members where they are versus in a clinical setting, and can provide a wide range of services based on the individual’s unique needs. We bring the support to you.
: Any Santa Clara County resident can access TRUST services. However, if the person in need is under the age of 18, TRUST will transfer them to the county’s youth mobile crisis provider.
: TRUST is only for Santa Clara County residents. To access behavioral health services outside of Santa Clara County, callers should dial 988.
: No, there is no fee for contacting the TRUST team or accessing TRUST in the community. The team will respond to calls whether a person has insurance or not. Sometimes there may be a cost, if an individual needs a higher level of services such as emergency medical transport.
: TRUST responds to calls that do not pose a public safety risk. These calls are oftentimes preventative and may involve individuals and/or family members of individuals who are intoxicated, disoriented, or struggling with their mental health, encountering suicidal thoughts, dealing with extreme grief or are emotionally distressed.
: Yes, all TRUST staff are trauma- informed and trained in de-escalation and crisis
resolution. The teams will be able to assess and de-escalate crisis and low risk
behavioral health situations or access emergency services for assistance when needed.
: The TRUST teams will arrive in a vehicle that has the TRUST logo. Each team will have 2-4 people with both professional and lived experience. This may include a Crisis Intervention Specialist, First Aid Responder, and a Peer Support Specialist. The TRUST team, who will be easily identifiable in TRUST attire, will arrive, assess the situation, and provide trauma-informed care in the form of interventions, referrals, and safety planning.
: Based on the severity of the situation, the TRUST team can provide transportation to a sobering center, crisis stabilization unit, or mental health urgent care.
: Though TRUST responds to calls that are initially deemed low-risk, sometimes the situation will change when the team arrives on-site. When these situations occur, TRUST will defer to higher levels of community support, including law enforcement and/or emergency medical services. When additional community supports are engaged, the TRUST team will remain on-site to support those teams with mental health or psychiatric support as needed.
: TRUST has the ability to assess for involuntary holds for individuals who are proactively seeking help, though it is ultimately up to the evaluating team to determine if the individual is meeting criteria, which may include not eating or sleeping, being unhoused, etc.
: The TRUST team will provide resources for continued care. One to three days after initial contact, a TRUST team member will conduct a follow-up call to provide additional resources and support as needed. This service may apply to both the individual in distress as well as their family members, friends, caregivers and/or neighbors.

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