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Durham alternative 911 response model shows signs of success, NPR reports
Durham's HEART program has handled over 25,000 calls since 2022 and reduced arrests, according to NPR.
The short version
- Durham's HEART initiative dispatches mental health clinicians across the city and has responded to more than 25,000 emergency calls since 2022.[NPR]
- Studies link the program to fewer arrests and increased public calls, though some other major cities have faced coverage and diversion limits.[NPR]
- Experts note that call volume metrics do not demonstrate the long-term effectiveness or quality of such alternative response programs.[NPR]
Key facts
- Durham's Holistic Empathetic Assistance Response Team (HEART) has handled more than 25,000 calls since launching in 2022 and operates across the entire city.[NPR]
- A 2026 Research Triangle Institute study associated HEART with fewer arrests, finding officers rarely request backup.[NPR]
- A preliminary Duke University study found an increase in 911 calls, which researchers suggested could signal greater public trust.[NPR]
- The Law Enforcement Action Partnership estimated Durham handles roughly 28 calls per 1,000 residents, placing it in the top ten nationally for volume.[NPR]
What remains uncertain
- It remains unverified whether high call volumes translate into higher service quality or lasting improvements in individuals' lives.[NPR]
Sources
Outlet counts describe coverage, not independent confirmation. Reports may share a wire service or original source.