PSNI to change response to welfare calls from 1 November under new policy
The Police Service of Northern Ireland will change how it responds to certain welfare and mental health-related calls from Sunday 1 November, as the next phase of the Right Care Right Person programme takes effect.
The changes mean police will no longer routinely attend welfare calls that do not meet the threshold for police involvement, with people instead directed towards health, social care or other appropriate support services.
The PSNI currently responds to more than 35,000 concern-for-welfare calls each year.
PSNI welfare calls to be assessed under new approach
The second phase of Right Care Right Person is intended to ensure people experiencing health, mental health, social care or safeguarding difficulties receive assistance from the service best equipped to meet their needs.
Concern-for-welfare calls can involve physical or mental health, social circumstances, safeguarding concerns or situations where someone may be at risk of harm.
Police say they are not always the most appropriate organisation to provide the necessary care.
From 1 November, calls will be assessed against policing thresholds, with cases that do not require a police response directed towards other relevant agencies.
Police will continue responding to emergencies
Assistant Chief Constable Ryan Henderson emphasised that the change does not mean officers will stop attending all mental health or welfare incidents.
Police will continue to respond where there is a suspected crime, an immediate threat to life, a risk of serious harm or a situation requiring police powers.
The PSNI has been preparing staff for the changes through new guidance, decision-making tools and training.
Contact management staff are receiving in-person training, while other frontline officers and staff will complete mandatory online training.
Health services to take a greater role
Health Minister Robbie Butler said the programme is designed to ensure people receive the right care from the appropriate service.
The Department of Health will continue working with Health and Social Care organisations, the Northern Ireland Ambulance Service and community and voluntary sector partners to support implementation.
Depending on individual circumstances, people may be directed towards their GP, out-of-hours GP services, emergency departments, community mental health services, crisis response teams or social work services.
Ambulance services may also respond where clinically appropriate.
What should members of the public do?
The PSNI has stressed that people should continue contacting police when they believe a crime has been committed or is likely to occur, someone is missing, a child may face significant harm, or there is an immediate risk to life or serious injury.
Anyone facing a life-threatening medical emergency should continue to call 999 for an ambulance.
For other health and mental health concerns, members of the public are encouraged to seek support through the most appropriate healthcare or social care service.
Second stage of Northern Ireland programme
Right Care Right Person has been developed through cooperation between the PSNI, Department of Health, Northern Ireland Ambulance Service, Northern Ireland Fire and Rescue Service and other partners.
The first phase, involving a revised Code of Practice under the Mental Health (Northern Ireland) Order 1986, became operational on 1 September 2026.
The second phase will begin on Sunday 1 November, representing a significant change in how welfare concerns are handled across Northern Ireland.
Police and health officials say the aim is to provide more appropriate support while ensuring officers remain available for incidents requiring a policing response.
External link: PSNI — Launch of Phase Two of Right Care Right Person, 30 October 2026
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