Hiring and Supporting Alternative Responders

Want to build a strong, sustainable workforce for your alternative response program? Join us to learn how Durham’s Community Safety Department (DCSD) recruits, trains, and supports its staff. 

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 running into a common set of workforce challenges:  

• How do we find and attract qualified responders when the field is still so new? 
• How do we design hiring and training processes that reflect the unique realities of alternative response work? 
• How do we create a culture and support system that invests in staff wellness to prevent turnover and burnout? 

Join the Government Performance Lab on Thursday, May 14, from 1:30 to 2:30 p.m. ET for the final call in our four-part Alternative 911 Emergency Response Series, “Hiring and Supporting Alternative Responders.” 

During this session, leaders from Durham’s Community Safety Department (DCSD) will share practical lessons and key takeaways included in the Innovations in 911 Response series to help you think about how to navigate a new and growing field with limited talent pipelines, design trainings that build skills and a robust team culture, invest in responder well-being and a culture of caring, and help multidisciplinary teams work well together.  

Register for the Learning Call

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Speakers: 

• Delilah Kelly, Training and Hiring Specialist, Durham Community Safety Department 

At DCSD, Kelly’s role involves designing and managing recruitment processes, candidate selection tools, and training curricula. She tailors each component to meet the unique demands of alternative response work, with a focus on building practical skills, cohort-based learning, and a strong team culture. 

• Kirby Jones, Crisis Response Shift Supervisor, Durham Community Safety Department 

At DCSD, Jones oversees the multidisciplinary teams responding to mental health and quality-of-life calls. He supports staff in the field, facilitates debriefs and coaching sessions, and ensures responders have the tools they need to manage high-stress situations sustainably. 

• 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 a shared vision and facilitate coordination across stakeholders so their alternative response programs can reach their full potential.