How do you measure and maximize the impact of alternative 911 response programs?
In 2022, the City of Durham’s Community Safety Department (DCSD) launched a pilot of four crisis response programs to connect community members experiencing mental health crises or quality of life concerns with appropriate resources.
As alternative emergency response programs are increasingly embraced by cities across the country, many will have to build new systems that collect data on their program’s operations and outcomes.
The Harvard Kennedy School Government Performance Lab (GPL) has worked with Durham for the last four years to support the launch and development of their alternative response program. Durham has established itself as a leader in the field by using data to evaluate program performance and improve outcomes for residents.
Shannon Delaney, DCSD community-centered designer, talks with director Ryan Smith about program data. Photo by Cornell Watson.
We asked Durham leaders to explain how they rely on data to answer the following core implementation questions:
Measuring What Matters: How do you measure whether your alternative response program is functioning well, whether it is ready to expand, and if it is having an impact on the people it serves and the traditional emergency response system?
Data Infrastructure: How did you build your data infrastructure to measure and use data regularly to improve program operations?
Data-Driven Improvements: How do you determine what’s working in your alternative response program and sustain and improve upon your successes? How do you determine what’s not working and implement solutions to address challenges?
We value collecting data because it translates our shared goals and vision into something operational and something that we can track over time to see if we are successfully serving neighbors. But data dashboards alone are not enough. We try to pair program data with stories, which provide real depth to our work and help people understand the on-the-ground impact of departments like ours.Ryan Smith
Director, Durham Community Safety Department
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This publication is the second in a series that spotlights Durham’s approach to creating and operating an alternative response program. Leaders can click here to read other publications about starting a program, staffing decisions, and 911 integration.
Innovations in 911 Response: Lessons from Durham's Community Safety Department
We value collecting data because it translates our shared goals and vision into something operational and something that we can track over time to see if we are successfully serving neighbors. But data dashboards alone are not enough. We try to pair program data with stories, which provide real depth to our work and help people understand the on-the-ground impact of departments like ours.Ryan Smith
