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In 1997, outside of Fountain House, a clubhouse on 47th Street and 9th Avenue, the police used excessive force on a member who needed custody. Members and staff wanted to avoid future crises. Starting that year, they went to the local precinct (the one near Fountain House), and through sharing experiences, tried to reduce stigma against consumers, while fostering better relationships with the police.

Members are taken to the precinct for police training by a Fountain House social worker, Emilio Guzman. They talk to lieutenants and sergeants. Emilio said, "It's good to clarify the police mind, because sometimes the way they look at it is not the way it is." Members Walter Dunn and Maria Hernandez participate. Maria said, "The training will help stop the stigma against mental illness. Mentally ill people will have the chance to speak and not be abused."

At the precinct, members share personal stories, positive and negative, on their dealings with the police. Maria told her story. "I wasn't feeling well, and police came to my house. I had a medical issue, but as soon as they saw the psychiatric medicine, they considered me crazy. They didn't let me speak and took me to the first hospital they wanted to."

These issues are important because police are often the first people called when someone with a mental illness is in crisis and these interventions can save lives. Maria said, "After going through several trainings, I needed to be hospitalized. Police came and I was treated like a human being. The police took my medications down and didn't handcuff me."

In an effort to educate the police further in how to spot and treat the mentally ill with compassion, the training team gives out copies of "Police Mental Health Training Program, Officers' Guide." This booklet, published in 1988, was prepared by the New York State Office of Mental Health, Bureau of Forensic Services; New York State Division of Criminal Justice Services; and The Ulster County Department of Mental Health.

There is a list of the characteristics of mental illness (abnormalities in mood, thought and perceptions) and a note that only a small percentage of consumers are violent. Charts cover mental health services and psychotropic medicines. There is advice on how to handle mentally ill people who are in crisis and afraid, such as remain calm; and respond to their feelings: "You seem frightened. What would make you feel safer?"

The police and the Fountain House team set up a protocol for dealing with people in crisis. The desk sergeant's number is kept in the watchman's log. The only people who have access to the number are senior staff. Other staff may be too close to members and therefore wouldn't be impartial. When a member is in trouble, a senior staff brings down their medical history, including their medications. Senior staff ride with the members in the squad car. Maria said, "If police get involved with members, they should look for their ID cards, and contact the House before taking any further action."

Police and members reduce stigma through the Police Council meetings, held in Fountain House for 30 years, where they discuss issues. Emilio said, "They can get more familiar with the clubhouse and the community, so they can ask questions."

This approach works. Walter said, "The police know staff and members who live near the House. If a member is in trouble, they stop us and say, "Mr. X is in the park. Don't you think you ought to take a look at him?" The police also have the use of the warm line, which operates when the House is closed.

The police training will continue. In 2002, the team started working at the Brooklyn Academy. Emilio said, "It's important that people tell their stories. When you speak from the heart, you say it all." Maria said, "I hope the training will help to end some of the stigma against mentally ill people."