In, a desperate call for help turned into a nightmare for a family in Flushing, Queens. When Genaro dialed 911 seeking an ambulance for his brother Steven, who was experiencing a schizophrenic episode, he never imagined the response would lead to both of them being arrested. This harrowing experience highlights the critical flaws in New York’s mental health emergency response system.
The family’s ordeal began when Steven, who had been agitated and moody for weeks, started an argument with their father. The situation escalated quickly, culminating in Steven knocking over the family’s TV. Genaro, trying to intervene, punched Steven in the face. Their mother, Gloria, urged Genaro to call 911 for an ambulance, following the advice of doctors and social workers. However, the response they received was far from the help they needed.
The Arrest That Should Never Have Happened
When the police arrived, they focused on the altercation rather than the mental health crisis. A police supervisor from the 109th Precinct questioned the family about who had done what, escalating the situation further. Despite the officer nearest to Genaro suggesting they handcuff him outside to spare Gloria the sight, the supervisor insisted on doing it inside. Gloria’s screams and pleas fell on deaf ears as both sons were arrested—Genaro for assault and Steven for the broken TV.
The aftermath was devastating. Steven spent the night shackled to a bed at Queens Hospital Center without receiving a psychiatric evaluation. His parents, worried sick, brought his medication to the precinct but were turned away. By the time Steven was released two days later, he was exhausted, afraid, and confused. The family’s trust in the system was shattered, leaving them feeling isolated and helpless.
The Systemic Failures of Mental Health Emergency Responses
The New York Police Department responds to over 149,000 mental health emergency calls each year. In the worst cases, these encounters result in fatalities—at least 24 since 2015. Even when the outcomes are not fatal, the encounters often cause irreparable harm. People in crisis frequently end up in jail, handcuffed, strapped down, and injected with sedatives against their will, describing the experience as being kidnapped and degraded.
Experts agree that sending police or hauling people to emergency rooms is not an effective way to respond to most mental health emergencies. Police lack the training to handle such situations, and hospital psychiatric units are often full. Once people in crisis reach the hospital, they are usually sent away with referrals to outpatient clinics that are also full and have long waitlists. Research consistently shows that mental health teams are safer, cheaper, and more effective than police in responding to emergencies.
Broken Promises and Unfulfilled Plans
For years, officials across the city and state have promised to build better, more humane ways to respond to people in crisis. However, these promises have repeatedly been broken. Governor Kathy Hochul announced in 2026 that she would fund intensive, street-based programs to work with people at the highest risk of landing in hospitals or jails. These programs now have waitlists of hundreds. Mayors have promised to deploy mobile crisis teams, but these teams are underfunded and understaffed, often leaving families to wait days for a response.
In 2026, the city launched B-HEARD, a pilot program that sends mental health workers and EMTs instead of police to respond to 911 calls. Each mayor since has promised to expand the program across the city. Yet, five years after its launch, B-HEARD teams respond to fewer than 7% of citywide mental health emergency calls made to 911. Current Mayor Zohran Mamdani has made even bigger promises, but six months into his administration, those reforms are nowhere to be seen.
The Activist Who Stepped In
After the arrest, the family felt alone and unsure of where to turn. Gloria was surprised to receive a call from an activist named Peggy Herrera, who had experienced a similar ordeal in 2019. Peggy’s son, Justin, had a panic attack, and when she called 911 for an ambulance, the police arrived and arrested both of them. This experience turned Peggy into an activist, working to keep people with mental health problems away from cops and out of jail.
Peggy helped Steven and Genaro get their cases dismissed, providing them with much-needed support and guidance. Her activism highlights the broader issue of the criminalization of mental illness. People with mental health problems deserve to be treated like human beings, not criminals. The failure to expand and invest in programs like B-HEARD is a betrayal of this principle.
The family’s story is a stark reminder of the urgent need for systemic change. Until the city invests in effective, humane mental health emergency response programs, families will continue to suffer the consequences of a broken system.
