Dragana is a Registered Nurse with a deep passion for mental health and crisis work. She graduated from McMaster University in 2016 and has since dedicated her career to helping individuals through some of their most challenging moments.

She spent three years with the Nursing Resource Team, gaining invaluable experience across 17 different units, including acute mental health, schizophrenia services, senior’s mental health, mood disorders, and forensic mental health. This diverse background laid a strong foundation for her career, leading her to specialize in forensic mental health for another three years.

Currently, Dragana works full-time as a Mental Health Crisis Nurse with Halton Police, providing critical support and teaching Crisis Intervention Training (CIT) to both officers and civilians. Her work focuses on ensuring individuals in crisis receive the care and support they need, and she is grateful to contribute to the safety and well-being of the community in such a meaningful way.

Mental Health Crisis Nursing on in a Mobile Response Team

How can we support someone who may be having the worst day of their lives? How can a trauma-informed approach to nursing improve outcomes for people experiencing a mental health crisis in a way that prioritizes safety, resource allocation and caring across the community and institutions? Read on for an interview with Dragana Jovanovic, a mobile crisis rapid response nurse working in partnership with the Halton Regional Police as she shares her journey into this demanding yet rewarding field, offering insight into the skills, challenges, and moments of profound connection that shape her daily work.

Inspiration and the Journey into Nursing

When asked about her initial motivation to enter nursing, Dragana reflects on her unexpected path into the profession. As a ninth grader, she helped her mother, an immigrant to Canada, study for her nursing exams, and through that process, discovered her own passion for the field. "I enjoyed that schoolwork and helping her through it more than I did my own ninth-grade studies," Dragana jokes. This early immersion in nursing education sparked a lifelong interest, solidified by witnessing her mother's compassionate work as a nurse.

Early Career and Stepping Outside the ‘Comfort Zone’

Dragana’s nursing career began with a bold choice. After completing her consolidation on a schizophrenia unit, she was offered a position on the Nursing Resource Team—a role that involved floating across 17 different mental health units. "I could have stayed where I was comfortable, but I decided to push out of my comfort zone," she explains. The experience of adapting to different units daily not only strengthened her clinical skills but also built her confidence and ability to remain calm and resourceful in unpredictable situations.

Transition to Professional Practice

The shift from nursing school to professional practice, Dragana admits, came with its challenges. "Going from always having your preceptor there to realizing that this is your patient assignment, under your license, is a big shift," she says. Her advice to new grads: never be afraid to ask questions. "Even ten years down the road, I still have questions. It’s better to ask and ensure you're making the right decision than to second-guess yourself."

Mobile Crisis Rapid Response Nursing

Today, Dragana works as a mobile crisis rapid response nurse, partnering with specially trained police officers to respond to mental health-related 911 calls. This role is part of a broader initiative that emerged from a tragic event in Hamilton, Ontario. In 1997, two-year-old Zachary Antidormi was fatally attacked by a neighbor suffering from untreated schizophrenia. This heartbreaking incident underscored the urgent need for improved mental health crisis intervention and led to the establishment of the Crisis Outreach and Support Team (COAST) program. COAST is a collaborative effort between mental health professionals from St. Joseph's Healthcare Hamilton and specially trained officers from the Hamilton Police Service, aiming to provide timely and compassionate responses to individuals in mental health crises.

St. Joseph's Healthcare Hamilton

Dragana describes her typical day: checking in at headquarters, meeting her officer partner, and heading out to calls that could range from suicidal ideation to severe psychosis. "No two days are alike," she notes. The unpredictable nature of the job demands a high level of mental agility, emotional resilience, nursing and pharmaceutical expertise. In this high-stakes environment, Dragana performs mental health assessments, coordinates care, and ensures that every interaction prioritizes safety, compassion, and de-escalation. "I have a vest, a radio, and some basic medical supplies—that’s it. But often, just talking to someone with empathy makes all the difference." She stresses that her role requires a unique blend of clinical skill and emotional intelligence, balancing immediate crisis management with long-term care planning. Each call offers an opportunity to change the trajectory of someone’s worst day, providing not just medical assistance but genuine human connection.

The Impact of Crisis Response Teams

The COAST program, inspired by Zachary's legacy, has significantly influenced how communities address mental health crises. By integrating mental health professionals with police services, the program aims to provide appropriate care while reducing the need for emergency room visits and minimizing potential confrontations. "We realized we needed to do something different," Dragana explains. "We needed a different approach to how we deal with mental health and people in crisis." This integrated model of care is gaining recognition for its effectiveness in fostering safer, more compassionate interactions between law enforcement and individuals experiencing mental health emergencies. The positive outcomes have set a new standard, inspiring similar initiatives across the province and beyond. Dragana takes pride in contributing to this evolving field, knowing that each successful intervention strengthens the foundation of mental health support in the community.

De-escalation and Building Rapport

When asked about her approach to de-escalation, Dragana emphasizes the importance of honesty, active listening, and building rapport—even in the most challenging situations. She recalls a particularly memorable call where an intoxicated woman had barricaded herself in her home, prompting a large police response. "I just called her, listened, and validated her fears," Dragana says. "After a seven-minute phone call, she came out of the house. It was all about making a human connection." She highlights that successful de-escalation isn’t about authority but about empathy—recognizing that behind every crisis is a person who wants to be heard and understood. By prioritizing this connection, Dragana helps reduce trauma and build trust, essential components of effective mental health care.

The Growing Field of Crisis Nursing

The demand for mental health crisis teams is only increasing, and Dragana sees a bright future for nurses interested in this field. "Ontario has mandated that every police detachment must have at least one crisis team, and I think that’s just the beginning," she says. Dragana believes that with proper training and experience, more nurses can take on these roles, providing expert care in the community while reducing the strain on hospitals.

The Hamilton Mobile Crisis Rapid Response Team (MCRRT) has a significantly lower hospital apprehension rate compared to regular patrol officers. While regular officers bring about 70% of individuals in crisis to the hospital, the MCRRT’s rate is only 30%. This difference reflects how having mental health professionals involved in crisis calls helps keep more people safely at home, providing appropriate care and reducing strain on hospital resources—all while ensuring the well-being of both the individual and the community. The evidence is clear: when mental health crises are handled by those with the right expertise, outcomes improve, and the entire system benefits. "I’ve connected with teams from the U.S., Europe, and even Australia, and every time, I bring back new insights that help improve the care we provide here in Ontario." Dragana emphasizes that these global conversations are essential, as they foster a sense of shared responsibility and innovation in mental health care.

Dragana additionally attends annual international conferences, where she connects with others in the field and also learns about emerging technologies and methodologies, such as the use of therapy dogs on crisis calls. "You realize that we’re all facing similar challenges, and it’s inspiring to see the creative solutions that others are developing," she says. "Bringing that knowledge home helps elevate the entire field and ultimately makes our communities safer and more compassionate places."

Advice for Aspiring Crisis Response Nurses

For nurses interested in entering this niche but impactful career, Dragana advises gaining solid experience in mental health nursing first. "In this job, you are the expert consultant. There’s no one to turn to for a quick answer—you have to know your stuff, or be willing to learn fast." She encourages new nurses to embrace the challenge, build their knowledge base, and remember that even seasoned professionals have moments of uncertainty. By staying curious, compassionate, and open to continuous learning, nurses can find immense fulfillment in crisis care, knowing they are making a tangible difference in people’s lives.

Conclusion

Dragana’s journey from helping her mother study for nursing exams to becoming a trusted mental health crisis nurse is a testament to the power of compassion, adaptability, and lifelong learning. Her work not only provides immediate, life-saving support to individuals in crisis but also contributes to a larger cultural shift toward compassionate, community-based mental health care. "I want new nurses to know there are so many niche paths out there," Dragana says. "If you feel stuck or unsure, remember that nursing is vast, and there’s a place for everyone."

For more information on Crisis Response Nursing

COAST program and its services, visit COAST Hamilton.

CPI Crisis Prevention Institute www.crisisprevention.com

NAMI – National Alliance for Mental Health https://www.nami.org/advocacy/crisis-intervention/crisis-intervention-team-cit-programs/