Developing Clear Triage and Dispatch Processes for Alternative Response Programs

Want to safely divert more 911 calls to your alternative response program? Learn how to design call flows with your emergency communications department to make that happen. 

Across the country, many city leaders are launching alternative emergency response programs to better support people experiencing mental health crises and quality‑of‑life concerns. As these programs move from pilots to a core part of a city’s emergency services, many are grappling with a common set of questions about working with 911: 

• How do we build strong, trusting partnerships with 911 leaders and call-takers? 

• How do we co-develop risk screens and workflows so the right calls safely reach our teams? 

• What kind of training should we be doing with 911 to maximize call volume and buy-in? 

Join the Government Performance Lab on Thursday, April 16, from 1:30 to 2:30 p.m. ET for the third call in our four-part Alternative 911 Emergency Response Series, “Developing Clear Triage and Dispatch Processes for Alternative Response Programs.” This session will highlight how leaders from Durham’s Community Safety Department (DCSD) partnered with 911 to design triage and dispatch processes that reliably route appropriate calls to their HEART teams. 

Leaders from DCSD will share practical lessons and key takeaways included in the Innovations in 911 Response series to help you think about how to build collaborative relationships with 911, co-create clear and safe triage criteria, embed your team into existing call flows, and invest in ongoing training so 911 staff feel confident dispatching eligible calls to your program. 

Panelists Bios: 

• John Zimmerman, Operations Administrator, Durham Community Safety Department 

Before joining DCSD, Zimmerman spent over 22 years in 911 Emergency Communications, including working as a call taker, dispatcher, supervisor and operations manager. As operations administrator, Zimmerman is responsible for designing and implementing dispatch operations as well as fleet and supply management. 

• Moderator: Yen Mai, Fellow, Harvard Kennedy School Government Performance Lab  

Yen is a Government Innovation Fellow with the GPL’s Safety and Justice team, specializing in scaling high-impact alternative response models nationwide. She works with cities and counties to build shared vision and coordination across stakeholders so their alternative response programs can reach their full potential. 

Register Here