The Albuquerque Community Safety Department (ACS) was created in June 2020 amid the nationwide protests over police violence after the killing of George Floyd in Minneapolis, Minnesota by police. ACS was proposed as a third branch of the city’s first responder system focused on handling behavioral health and homelessness calls instead of using armed police officers. ACS is an Office of the Mayor cabinet-level department that works alongside the Albuquerque Police Department (APD) and the Fire and Rescue Department (AFRD).
The ACS dispatches first responders to 9-1-1 calls that are non-medical and non-criminal in nature. ACS responds to calls on inebriation, homelessness, addiction, and mental health. ACS dispatches first responders to 9-1-1 calls with or without other first responders from the police and fire departments. ACS personnel have backgrounds as social workers, clinicians and counselors and they respond to 9-1-1 emergency calls reporting people who are suffering from addiction, homelessness and mental health emergencies.
Since its inception, the ACS budget has gone from $2.5 million in 2021 to $23 million in 2026. The department has 156 full-time positions. The department’s annual call volume has more than quadrupled, with the department taking 45,000 calls in 2025 a year that marked its 100,000th call for service after operations moved from daily hours to 24/7 service.
According to the most recent ACS quarterly report, nearly 80% of ACS calls are for an unsheltered individuals, wellness or welfare checks while 7% are related to behavioral health calls and 4% of the calls are related to suicidal ideation. While the department’s call volume has increased, quarterly reports showed the amount of behavioral health and suicidal ideation calls it responds to have not grown at the same pace.
The link to the ACS quarterly report is here:
Click to access quarterly-report-q4-2026fy-final.pdf
CITY INTERNAL AUDIT OF ALBUQUERQUE COMMUNITY SAFETY DEPARTMENT
On July 25, 2025, the City of Albuquerque Office of Internal Audit released a Performance and Operations Audit of the Albuquerque Community Safety Department (ACS). The link to review the full city audit is here:
https://www.cabq.gov/audit/documents/25-103_acs_policy_-_practices_performance_audit.pdf/view
The audit reviewed ACS records and operations between 2020 and March 2025. Ride alongs with ACS responders were conducted in mid-March 2025. The ride-alongs were in reaction to ACS responders’ “consistently” expressing safety concerns in 2024 and 2025. ACS Responders reported that they struggled with an inability to provide immediate housing to the homeless while dealing with delayed response times from lags in the 311 citizen call system and 911 communication gaps with fire department dispatch.
According to the audit, ride-alongs with ACS responders “confirmed” those concerns, finding a responder can never be certain if someone is unarmed and remains on alert due to a lack of protection barriers between vehicle seats. In some calls, responders entered homes or encampments without police or fire assistance or protection.
The audit found ACS provides responders with training to de-escalate “with empathy and compassion,” but responding to people in crisis and unpredictable situations “can expose employees to high-stress and potentially unsafe conditions.” The audit states in part: “This perceived lack of safety, coupled with the emotional demands of crisis intervention work, creates an elevated risk for employee burnout, low morale, and diminished job satisfaction. Over time, these factors may contribute to increased absenteeism, lower performance, and ultimately higher staff turnover.”
In addition to safety issues, the audit found ACS Responders expressed challenges with finding shelter for those in immediate need, but have no authority to determine shelter placement, relying on partner agencies. The audit states in part:
“When ACS responders are unable to secure immediate shelter for individuals in need, it increases the risk of continued exposure to unsafe or unstable environments, potentially worsening physical or mental health conditions. … This gap in service can lead to repeated crisis calls, strain on emergency resources, and a missed opportunity to provide timely, stabilizing support.”
The audit found communication issues that led to 311 calls holding for hours “creating bottlenecks that delay the ability of ACS to clear a scene and become available for the next call.” According to the audit, a lack of updates from the Fire Department AFR, which uses separate radio channels to protect health information, results in ACS responders sometimes duplicating resources with fire crews.
The audit found in a sampling of calls, responders did not find the subject of the call on several occasions. The response times in those calls, which came through 311 and 911, stretched from a few hours to over 19 hours. ACS officials said responders went to 10,000 calls in 2025 “where the subject of the call could not be located. … This is often related to the high number of calls for unsheltered individuals that come in via 311. … In many cases, the unsheltered individual is not aware that someone has called on their behalf and leaves the area prior to ACS arriving.”
The audit recommended collaborating with the Fire Department, but ACS responded that decisions about communications between APD, which routes ACS calls and the Fire Department “are the responsibility of those two organizations.”
The July 25, 2025 Office of Internal Audit Report suggested improving protective equipment and training for responders, working with 311 dispatch to ensure calls are appropriately prioritized and developing a process with Albuquerque Fire Rescue to ensure ACS receives “timely and accurate” updates if firefighters respond to the same calls. Additionally, the audit recommended that ACS should remind responders they “do not always have to respond to calls for service if they feel it is unsafe.”
The July 25, 2025 Internal Audit report made the following recommendations to the Albuquerque Community Safety Department:
- Routinely remind ACS Responders that they do not always have to respond to calls for service if they feel it is unsafe.
- Provide enhanced safety and situational awareness training to better equip ACS Responders for unpredictable field conditions, helping them feel more empowered.
- Routinely remind ACS Responders that immediate shelter is available for individuals in need and reinforce the importance of offering and facilitating access to those resources.
- Work with 3-1-1 dispatch to ensure calls are appropriately assessed based on priority directing high-priority situations to 242-COPS or 9-1-1 for quicker ACS response times.
- Explore the feasibility of expanding or improving the personal protective equipment for ACS Responders. This review should consider ACS Responder’s feedback, recent incidents, and specific risks.
CITY ADDRESSES ACS SAFETY AND EFFICIENCY CONCERNS IN WAKE OF 2025 AUDIT
A full one year after the July 25, 2025 audit, ACS department leaders said ACS has updated safety training, equipment and has added scenarios that police are put through, and have added an integrated alert system for responders dispatched to problem areas or difficult subjects. According to ACS officials, the department turnover rate has dropped from 35% in 2023 to 28% in 2026. The department has 31 vacancies, including four administrator roles and 12 field positions. An ACS spokesperson said the department has added reflective vests and biohazard cleanup kits to responders’ inventory.
ACS Director Jodie Esquibel said the audit pushed the department to implement the “ACS Field Safety Information” platform. It consists of a dashboard that shows safety alerts for specific areas or subjects that can be used by responders, calling it “a huge safety net.” ACS said the department “is fully committed to ensuring that if an individual needs a place to stay, a placement will be found.” An ACS spokesperson said responders can “escalate any placement issues to their supervisors to ensure the department finds a swift solution.” ACS said in September 2025 the department partnered with APD to launch the “Priority 1 call type,” which prioritizes critical incidents, like suicidal ideation, behavioral health crises and officer requests.
Another issue, according to the audit, is delayed updates on calls from AFR as the dispatch systems do not interface with APD. As a result, ACS responders may go to a call where AFR was already en route to take someone to the hospital, “resulting in duplicate resources and miscommunication.” The audit recommended collaborating with AFR to avoid the issue, but ACS responded that decisions about communications between APD — which routes ACS calls — and AFR “are the responsibility of those two organizations.”
ACS Spokesperson Jorge Hernandez said the department sends about 1% of its calls back to the Albuquerque Police Department due to safety concerns. APD, in general, responds to a higher number of suicidal ideation and behavioral health calls than ACS. In an email to the Albuquerque Journal, Hernandez said, “Not every behavioral health-related 911 call is appropriate for an ACS response” as it may involve weapons and other “significant safety concerns.”
DEFICIENCY REMAINS ON DISPATCHING
On August 21, 2026 it was reported by the Albquerquerqu Journal that a persistent problem identified by the audit remains involving delayed updates on calls from the Fire Department. ACS responders may go to a call where the Fire Department was already en route to take someone to the hospital “resulting in duplicate resources and miscommunication.” The audit recommended collaborating with the Fire Department to avoid the issue, but ACS responded that decisions about communications dispatch are between APD and the Fire Department and “dispatch” is the responsibility of those two organizations and not the ACS.
A Fire Department spokesperson did not respond to questions on whether efforts were made to resolve the communication problem identified by the audit. AFR firefighters spoke with the Journal during recent ride-alongs, with varying opinions on the services ACS offered to the community. One firefighter said sometimes ACS “adds an extra step to something that was already going to be done.” He said ACS will go to a call but then request AFR anyway due to a medical need. Another firefighter said ACS “was necessary” on a recent call where a man had no emergency or medical complaint and ACS took him to the city’s sobering center.
To address issues with delayed calls, ACS Spokesperson Jorge Hernandez said ACS “continues to collaborate with 311 and 911 to optimize call triaging and dispatch efficiency.” While ACS has done 3,200 transports this year, three times as many “unsheltered individual” calls have gone nowhere due to delays and other reasons. With the updates to training and equipment made, Hernandez said the department “does not anticipate making any major changes to policies or processes unless operational needs dictate a change.”
ACS Deputy Director of Field Operations Walter Adams emphasized that all ACS encounters and transports are voluntary. Adams said this:
“We’re always consistently evolving, we’re only 5 years old, we didn’t know the situations we’re going to come across. … We really trust our responders to make that decision on if they feel safe. They don’t have to, they can call a supervisor. They don’t have to put those people in the car. ”
2026 POINT-IN-TIME SURVEY OF CITY’S UNHOUSED
In mid August , the New Mexico Coalition to End Homelessness released the 2026 Point-In-Time (PIT) Report with graphs and charts reflecting the numbers of unhoused people in Albuquerque and in the balance of the State. The link to review the entire 61 page 2026 PIT report is here:
https://www.nmceh.org/pitreports
The 2026 Point-In-Time (PIT) survey found 3,122 people in Albuquerque called the streets or an emergency shelter their home. Of that number, 1,440 people were completely unsheltered with no roof over their heads, living on the streets or in emergency shelters.
A 2025 report by the city found 30% of individuals experiencing homelessness self report having a serious mental illness, 25% self report having a substance use disorder and around 66% experience some form of mental health condition. A report by the New Mexico Justice Reinvestment Working Group found that 65% of individuals who enter the state’s criminal justice system have behavioral health needs and the criminal justice system cannot provide necessary medical treatment and facilities.
ALBUQUERQUE’S GATEWAY SYSTEM OF SHELTERS
The Gateway Shelter Network consists of 5 shelters of support for people struggling with homelessness and drug and substance addiction consists of the following:
- Gateway Center– (Located on Gibson.) Campus providing medical, behavioral, and social services including overnight beds, first responder intake, medical sobering and respite. Old Lovelace Hospital city purchased for $15 million costing $95 million to remodel into shelter with city officials saying upwards of 1,000 unhoused per month are being provided assistance.
- Gateway West – Safe, supportive 660-bed facility for individuals experiencing homelessness, offering specialized resources and case management. (City officials say the annual impact is services to 5,700 Individuals. Open 24/7 Since 2019)
- Gateway Family – Supportive housing center for families with overnight beds, meals, and case management to help achieve stable housing. (City officials say the annual impact is 987 individuals being served, Open Since 2020.)
- Gateway Recovery– 50-resident micro-community offering low-barrier beds, recovery services, and support for 18 – 24 months. City officials say the annua projected impact is 50 – 100 being served. Opening Early 2025
- Gateway Young Adult – Housing and support for young adults ages 15-25 experiencing homelessness, tailored to their unique needs. City officials say the projected impact is 120 Individuals being served. Opened March, 2026.
It has been determined from review of City Council approved capital outlay spending by the Keller Administration the city has spent a minimum of $127 million dollars for construction of the 5 Gateway shelters. The Gateway System Capital Outlay spending for Gateway Shelter system is as follows:
Gateway West Shelter:
- $7.6 million for cumulative refurbishing
- $2.0 million in Fiscal Year ’26 for remodeling
Gateway Gibson Center:
- $15 Million building purchase (Lovelace Hosp)
- $71 Million remediation and remodeling
Gateway Recovery:
- $5 Million to acquire and install 48 pallet homes
- $1.7 incremental facility development
Gateway Young Adult:
- $17 Million building acquisition of former motel
- $ 5 Million for remodeling into 70 unit facility
- $3 Million US Senate earmark
TOTAL CAPITAL OUTLAY: $127.3 Million
$332.11 MILLION SPENT BY HEALTH, HOUSING AND HOMELESS DEPARTMENT OVER 5 YEARS FOR HOMELESS INITIATIVES
It is the City of Albuquerque Department of Health, Housing and Homeless (HHH) that is responsible for operating all 5 Gateway Shelters and responsible to provide services to the unhoused. The HHH budgets are where line-item funding for services to the unhoused are provided.
The approved FY/23 General Fund budget for the Health, Housing and Homeless Department (HHH) was $62.28 Million.
https://www.cabq.gov/dfa/documents/fy23-approved-budget-final-sept-13.pdf/view
The approved FY/24 General Fund budget for the Health, Housing and Homeless Department (HHH) was $63.10 Million
https://www.cabq.gov/dfa/documents/fy24-web-version.pdf/view
The approved FY/25 General Fund budget for the Health, Housing and Homeless Department (HHH) was $61.55 Million
Click to access fy25-approved-budget-final-numbered-hyperlinks-7-31-2024.pdf
The approved FY/26 General Fund budget for the Health, Housing and Homeless Department (HHH) lists 116 separate contracts for services benefiting directly or indirectly to the unhoused totaling $53,901,355.
The link to review the approved FY/26 budget for the HHH department, page 209, is here:
Click to access fy26-approved-final.pdf
Mayor Tim Keller’s approved FY/27 General Fund budget for the Health, Housing and Homeless Department (HHH) lists 122 separate contracts for services directly or indirectly to the unhoused totaling $85,283,474.
The link to review the FY/27 budget for the HHH department, page 124, is here:
https://www.cabq.gov/dfa/documents/fy27-proposed-budget-with-weblink-final-4-01-2026.pdf
Mayor Tim Keller and the City Council increased spending for services to the unhoused in one year from $53,901,355 (F/Y ‘26) to $85,283,471 (F/Y ’27).
The biggest obstacle is that 75% of the homeless refuse city shelter and services, yet millions are being spent. Keller has advocated allowing upwards of 100 Safe Outdoor Spaces for 1,000 homeless to camp, scattered through out the city. Keller created the Albuquerque Community Safety Division and staffed it with upwards of 125 with social workers and mental health care professionals to do outreach to the homeless and to reduce by the thousands calls for service to APD, but the homeless still proliferate city streets.
COMMENTARY AND ANALYSIS
Since day one of becoming Mayor in 2017, dealing with the unhoused on the streets of Albuquerque and getting the homeless off the streets and getting them services has been a major priority of Mayor Tim Keller. During Keller’s 8 years and 9 months in office as Mayor, the number of homeless has more than doubled despite his efforts as the homeless to proliferate the city streets.
The 2026 Point-In-Time (PIT) survey found 3,122 people in Albuquerque called the streets or an emergency shelter their home. Of that number, 1,440 people were completely unsheltered with no roof over their heads, living on the streets or in emergency shelters. The 2026 PIT report revealed an increase in homelessness going from 2,960 in 2025 to 3,112 in 2026, an increase of 152 people. This is a number that should be manageable to deal with the coordination of first responders efforts, but that is simply not happening.
A major problem is that approximately 75% to 80% of the chronic, emergency unhoused simply refuse city services, yet the city spends upwards of $55 to $85 million a year on contracts to provide services and assistance to the unhoused. It is clear that the Albuquerque Community Safety Department and its 156 full-time positions are at the forefront of first responders to get the unhoused off the streets and to get them the assistance and services they need, but that is not happening.
It’s difficult to understand how it has taken over a full year for the city to address the deficiencies identified in the 2025 audit and the acute failure of the city to coordinate resources to deal with response delays when dealing with the unhoused on the streets of the city.
Mayor Tim Keller has spent a staggering amount $459.40 million over the last 5 years for unhoused shelter and services, yet the homeless numbers on the streets increases. Mayor Tim Keller spent $127.3 to construct the 5 Gateway shelters and spent and additional $332.11 million for service contract for the unhoused over 5 years for a grand total of $459.40 million.
It is painfully obvious that the efforts of Albuquerque Community Safety Department are seriously lacking to the point of failure in reducing the number of the unhoused on the streets as the unhoused numbers only get worse each year.
METROPOLITAN COURT DIVERSION COURT
On January 6, 2026, the Metropolitan Court Diversion Court was launched. The court redirects people with serious mental illness into voluntary treatment as an alternative to criminal prosecution for minor and nonviolent crimes. The court deals with people who previously have had criminal charges dismissed because they were found incompetent to stand trial. Eligible defendants are assessed by a social worker or case manager at the point of prosecution and offered on a voluntary basis a structured diversion option, including shelter intake, case management, substance use or mental health treatment, or other supportive services.
FORM SPECIALIZED UNIT TO INITIATE MENTAL HEALTH COMMITMENTS
It is likely that the Albuquerque Police Department and the city’s Community Safety Department know who the “frequent flyers” are and who need to be taken immediately off the streets because they pose and immediate threat to themselves and others. Both departments could and should assist the District Attorney or the City Attorney with civil mental health commitments of the unhoused and file civil mental commitment actions.
Under New Mexico statutes, the legislature has empowered District Attorneys authority to initiate civil mental health commitments. The Bernalillo County District Attorney and the Albuquerque City Attorney’ office should form a specialized unit of at least four attorneys to deal exclusively with civil mental commitment actions in the Metropolitan Court’s new Diversion Court. The state or courts would provide funding for the mental health services provided by the state through the Behavioral Health Trust Fund and the Behavioral Health Reform Package.
Until a far more effective approach is taken to remove the unhoused off the streets and and get them them mental health services they need, the Albuquerque Community Safety Department and its 156 full-time positions will be nothing more than a public relations referral service that is ignored by the unhoused.
The link to quoted or relied upon news sources are here:
https://www.cabq.gov/audit/documents/25-103_acs_policy_-_practices_performance_audit.pdf/view
Click to access quarterly-report-q4-2026fy-final.pdf
https://www.abqjournal.com/news/acs-addresses-safety-and-efficiency-in-wake-of-2025-audit/3105742