Metro’s ‘Gentle Approach’ to Supporting Mental Health Struggles

Earlier this year, a woman stood outside a New Carrollton bus bay for several days, clutching her bags. Two of Metro's Crisis Intervention (CIT) Specialists approached her every single time, offering their assistance. She always denied their help, refusing to let them into her world. Then, finally, one day, a breakthrough happened — the woman gave in. She allowed the two CIT specialists to offer their aid. 

It turned out that her ultimate desire was to reunite with her family in New York.  

"They offered to buy her an Amtrak ticket to New York. And she accepted. And so, they bought a ticket out of pocket for her. They were able to contact her when she got there to confirm that she made it safe and sound," said Lavanya Poteau, the Principal Strategic Program Manager for the Community Services Bureau of the Metro Transit Police Department (MTPD). 

Poteau, who also oversees the Crisis Intervention program, said the civilians, known as CIT specialists, have a "gentle approach." Realizing a pressing need for increased support and assistance for those struggling with mental illness, Metro started the Crisis Intervention Program in December 2022 under the MTPD's Community Service Bureau. 

"It was the General Manager's initiative to have this program in MTPD so that civilians can work alongside officers and address some of the issues with the vulnerable population," said Poteau. 

More than half (54.7%) of adults with a mental illness do not receive any treatment. According to Mental Health America’s 2023 “Access to Care” data, over 28 million individuals with mental health issues are left without proper care.  

These individuals are in our communities throughout the DMV area, including our Metro system.  

CIT Specialists are dedicated to bridging the gap in resources and ensuring individuals in need receive the care and assistance they require during challenging times. 

"I do think people have a sense of comfort with people they can relate to and feel like are not there to possibly arrest them or do anything to them that may jeopardize their safety," said Poteau. "Unfortunately, we live in a society where that stigma is often associated with officers, but I think Metro is doing a good job of getting away from that with this program." 

By integrating civilian CIT Specialists with MTPD officers, the program offers a comprehensive, compassionate, and secure approach. With the shortage of police officers nationwide, having CIT Specialists allows officers to tend to other matters. 

CIT Specialists help curtail unnecessary arrests and use-of-force incidents and provide resources and other means of support to individuals suffering from mental health. Poteau, who acknowledges the need for police officers, said not all incidents require a police presence. 

"There's a stigma attached to officers working in the community with vulnerable individuals," she said. "The program helps to deter a lot of calls for service for the officers, for individuals who are experiencing some sort of crisis in the system." 

There are currently four crisis intervention specialists, and Metro will hire more later this year to complete a team of 10. 

Having more background and experience increases the chances of getting the job. 

"But it's not to say that we would dismiss anyone who may not have an extensive resume, because if they're willing to get trained and do the work, then we are more than happy to work with individuals who are compassionate, who have the patience, who have the empathy.” 

Poteau said having CIT Specialists also allows some relief for the officers.  

"When they go out, they acknowledge everyone. And if they see an individual who can use some support, they'll gently approach that individual, asking if everything is okay. Depending on whether that person is open to a conversation, they'll start discussing resources or ways to help them if they're open to it. Surprisingly, many people are receptive to it," said Poteau.  

There are many instances where CIT Specialists have referred individuals to a local shelter for food and clothing. 

"There have been times where they rode the bus with the individuals to the shelter or rode the train with them to wherever they needed to go."  

The CIT Specialists undergo a 40-hour training period and work in teams of two. They also respond to individuals experiencing suicidal ideations, as they are trained in de-escalation tactics.  

"They're out in the system every single day. They ride the trains. They're on platforms. They're at the bus bays talking to everyone in the system, including station managers and bus operators. They are just out every day in the 98 stations throughout their tour of duty." 

They can be found wearing a polo with “Crisis Intervention Specialist" on the back with navy blue or dark pants, often carrying a bag filled with basic essential needs like hand and foot warmers (during the winter), socks, hand sanitizer, wipes, feminine hygiene products, and even water on hot days.  

They often keep items in the back of their car, readily available to hand out to those in need.  

Poteau said Metro will soon start holding CIT training in-house for MTPD officers. 

"There are around 30 to 40 officers who are trained in CIT. Our goal is to have at least 100 so that every single time we have officers who are trained in CIT, they have a skill set they can use without always needing a specialist to come out.” 

In return, those in our Metro system would get the proper care and guidance they rightfully deserve.