How unarmed 911 teams are reshaping public safety in nearly 100 cities

Key Points:

• Durham, N.C.'s unarmed community response team, HEART, launched in 2022, handles nonviolent 911 calls such as trespassing and mental health crises, aiming to reduce police involvement and improve public safety through empathetic, non-armed intervention.
• The program has responded to over 25,000 calls citywide and shows promising results, including increased 911 call volume indicating growing public trust, fewer arrests, and positive reception from police officers who see it as part of the public safety net.
• Similar programs nationwide are expanding but face challenges such as limited funding, political resistance, and the difficulty of addressing complex social issues like homelessness within the scope of emergency response.
• Durham is pioneering a broader approach by launching Stabilization Services to connect individuals with housing, medical care, and behavioral health resources after initial crisis intervention, aiming to reduce future emergency calls and address root causes.
• While alternative response programs are gaining traction and showing early successes, their long-term impact and capacity limits remain uncertain, and many cities are still working to integrate these services effectively into their public safety systems.