Status: In progress
What the Royal Commission said
The Royal Commission recommended that the Victorian Government:
- Ensure each Adult and Older Adult Area Mental Health and Wellbeing Service delivers a centrally coordinated 24-hours-a-day telephone/telehealth crisis response service accessible to both service providers and to members of the community of all ages that provides:
- Crisis assessment and immediate support;
- Mobilisation of a crisis outreach team or emergency service response where necessary; and
- Referral for follow-up by mental health and wellbeing services and/or other appropriate services.
- Expand crisis outreach services in each Adult and Older Adult Area Mental Health and Wellbeing Service to provide treatment, care and support from a clinician and non-clinical worker such as a peer worker.
- Improve emergency departments’ ability to respond to mental health crises by:
- Establishing a classification framework for all emergency departments and urgent care centres, based on their capability to respond to people experiencing mental health crises;
- Using the classification framework to ensure that health services are appropriately resourced to perform their role in a regional network of emergency departments and urgent care centres; and
- Ensuring there is at least one highest-level emergency department suitable for mental health and alcohol and other drug treatment in each region.
What we've achieved
- We have invested in nine new Mental Health and Alcohol and Other Drugs Emergency Department Hubs (MHAOD ED Hubs) across Victoria, with eight already up and running.
- The newest Hub opened at the redeveloped New Footscray Hospital and began operating in February 2026, expanding access to specialist mental health and AOD support in emergency care.
- We have published updated guidance to the sector on the operation of MHAOD ED Hubs. The guidance is designed to promote a high standard of integrated mental health and alcohol and other drug care and drive a consistent approach across all MHAOD ED Hubs.
- We have undertaken work in close collaboration with people with lived and living experience, Area Mental Health and Wellbeing Services, Ambulance Victoria, Victoria Police, Triple Zero Victoria, to develop a plan for progressively introducing a range of service enhancements to improve the pathways and supports for those who are experiencing a mental health crisis, their families and supporters.
- A phased implementation approach has been agreed to realise the vision for Victoria to have a system that offers a continuum of care for those experiencing mental health crisis, so that there is always “someone to talk to, someone to respond and somewhere to go” when they are most in need.
- The next phase of crisis reforms is focusedon trialling a crisis outreach model at two Melbourne locations and continuing the existing Telehealth Prehospital Response of Mental Health and Paramedic Team (TelePROMPT). The service connects paramedics with mental health clinicians in real time, to better support people experiencing a mental health crisis
- Data‑sharing arrangements with Ambulance Victoria, Victoria Police, and Triple Zero Victoria have been set up to allow for better understanding of how often mental health crises occur and how emergency services respond. The data provides a clear starting point to track progress and measure improvements over time.
- We are working closely with partner agencies, including Ambulance Victoria, Victoria Police, and Triple Zero Victoria, to continue to improve how mental health crises are responded to across Victoria. This work supports the delivery of Royal Commission Recommendation 8, recommendation 9 and recommendation 10.
- People with lived and living experience, First Nations communities, community organisations, and service providers have all contributed to this work to date. Their input is continuing to help ensure these new services are well connected, meet community needs, and provide clear, practical advice to government.
What we're doing
- We are continuing an agreed, phased approach to rolling out new and enhanced services linked to Royal Commission Recommendation 8, recommendation 9 and recommendation 10.
Updated