Since the training arrived in Rochester, Schueller said the calls for people who are in crisis or who have a mental health component have become more frequent and complex. Not every call will be a successful de-escalation, but Gronholz said "our policy does say 'shall when feasible de-escalate,' so what they are learning here today is not something they can use if they want to, this is our policy." "If we just talked for someone for 5 to 10 minutes or longer, wouldn't that be better than having to go hands on and wrestle them to the ground?" he said.
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