Liaison addresses mental issues during police calls

WILLIAMSBURG — Rachel Jones didn’t wait for her start date to begin contacting people who’d had run-ins with police.

When Iowa County law enforcement found people in need of mental health services, Jones was ready to help, even if she wasn’t officially on the job.

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“These people are in crisis now,” Jones told herself. She was working in Johnson County, but she could make referrals for therapy without being physically in Iowa County.

“I’m a doer,” said Jones.

Before Jones became the most recent Mental Health Liaison for Iowa County law enforcement agencies, she was answering phones at Covenant Family Solutions in Johnson County.

Jones is too proactive for that, she said. She felt she could do more to help people than answer phones.

Jones has an associate degree in sign language interpretation and a bachelor’s degree in psychology and addiction from Purdue University, she said.

“I’ve kind of always struggled with wanting to do more as a counselor, in a case management role.”

As liaison for police, Jones can meet people where they are when they are in crisis. She lives in Amana, so working in Iowa County is convenient for her.

People sometimes don’t know where to call when they need help with a mental health issue, said Jones. “Most people know to call 911.”

Law enforcement officers can contact Jones for immediate help if they need her, or they can add her to their cases in the computer and she can follow-up.

Jones has access to all the notes from the people who worked the cases, so she knows the history of the people involved in the incidents.

Jones typically works with the Iowa County Sheriff’s Department Monday and Friday and spends Tuesday, Wednesday and Thursday in the Williamsburg police office, but she goes anywhere she’s needed regardless of where she’s based any particular day.

Even after hours Jones will answer texts for deputies and police officers who need resources for people they are dealing with.

“If I’m not able to co-respond with them, I follow-up,” said Jones.

“Mobile Crisis will come out too if I’m not there,” said Jones. Mobile Crisis Response is based at CommUnity Crisis Services in Iowa City.

Not all people in crisis want her help, said Jones. But if they do, she’ll help them find the resources they need.

“It’s definitely more in that ‘crisis’ mentality,” said Jones. She’s not helping people schedule an appointment for later. She’s working with people who are thinking, “This is an emergency. I need help right now.”

Follow-up isn’t always as successful, said Jones. When people are no longer in crisis, they may decide they don’t need help, she said. It’s like having a toothache. You only think about fixing it when it’s hurting.

“It’s definitely more beneficial to be there when it’s happening.”

Jones has previously worked as a counselor at a Methodone clinic and at Prelude in Johnson County.

“I definitely think working in the Methodone clinic helped,” said Jones. She learned to handle high-stress situations and anger from people she’s trying to help.

She’s learned not to take it personally.

Responding with police is important when someone is actively suicidal, Jones said. “It takes just a split second pause to get people to rethink,” she said.

Law enforcement stays on site until officers are sure everyone is safe, and then Jones can be one-on-one with the person she’s helping.

Many people don’t like police and don’t want them around, she said. Jones explains that she’s not the police and that they are on site only to make sure everyone is safe.

“I think people are more open with talking to me,” said Jones, because she’s not police.

Jones said she’s had people decline her help and later let her know they are ready for detox. “Striking when they’re ready” is an important part of her job.

Sometimes rehab isn’t successful the first time, or the second time, or the third time, said Jones. She’ll take people to detox as often as they want until they finally succeed, she said.

Jones knows where to find the resources people need, whether it’s a detox facility, a therapist, a place to get documents filed for disability or a place to find food resources until a paycheck starts coming in.

People have to face so many hurdles, said Jones. “I try to knock a few of those down.”

Jones is the third liaison for Iowa County since the program began less than two years ago. She’s trying to get officers used to bringing her in on calls.

“My goal is to be co-responding,” Jones said. If she can take over a situation, it frees up officers for law enforcement incidents.

If Jones can keep people out of jail, taxpayers save money. If she drives people to facilities, an officer doesn’t have to.

“I can take that over for them.”

Unity Stevens, with CommUnity Crisis Services in Iowa City served as liaison when the program began in February 2023. Heather Wells held the position for several months in 2024.

Jones said she hopes the short terms end with her. She plans to be around for a long time.