How did Durham divert more than 13,500 911 calls away from police in 2024?
Setting up effective triage and dispatch processes is one of the most critical yet challenging aspects of launching a successful alternative response program. Through our work supporting over 30 governments launching or expanding alternative response, the Harvard Kennedy School Government Performance Lab (GPL) has seen the power that comes when programs establish these processes effectively, enabling a boost in call volume and the ability to serve more residents. On the other hand, if dispatch processes are ineffective, call volume may remain low, restricting the program’s impact and making it challenging to reach its goals.
Durham’s alternative response program is a national leader in both call volume and variety of calls responded to. Durham’s leaders told us a major factor in their success was working hand in hand with local 911 leadership to develop their triage and dispatch system as an integrated part of the 911 center’s existing systems and processes. This approach ensured consistency and minimized disruption for 911 call takers, led to better responses for residents, and gave alternative responders access to the same communication tools and safety protocols used by other Durham public safety teams.
Photo by Cornell Watson.
Since 2021, the City of Durham’s Community Safety Department (DCSD) teams have responded to more than 32,000 calls to 911, with a consistently low rate of requests for back-up from other public safety departments and only three instances of minor injuries to their responders.
Durham and the GPL have been working together to document Durham’slearnings and share those insights with other jurisdictions interested in starting or expanding their own alternative response programs.
We asked leaders in Durham to share their answers to the following questions related to developing a triage and dispatch system:
911 Integration: Why did you decide to fully integrate your operations into the city’s 911 system, and what did that mean in practice?
Call Codes: How did you decide which 911 calls your responders would go to?
Triage and Dispatch: How did you develop your triage and dispatch processes?
Jurisdictions really need to start with one fundamental question: ‘Are we a new branch of public safety or something else?’ Everything — the design, the foundation, the whole concept — flows from there. My approach was that, because we were a new and co-equal branch of public safety, that meant integrating fully into 911.John Zimmerman
Operations Administrator, Durham Community Safety Department
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This publication is the third in the GPL’s Innovations in 911 Response series that spotlights Durham’s approach to creating and operating an alternative response program. Click hereto read the other publications about starting a program, using data, and staffing decisions.
Innovations in 911 Response: Lessons from Durham's Community Safety Department
Jurisdictions really need to start with one fundamental question: ‘Are we a new branch of public safety or something else?’ Everything — the design, the foundation, the whole concept — flows from there. My approach was that, because we were a new and co-equal branch of public safety, that meant integrating fully into 911.John Zimmerman
