Will these new responses slow down 9-1-1 in sending a response as call takers have to learn about the new responses?

We have taken time to fully integrate these new responses into our 9-1-1 system and to provide training to call-takers and dispatchers. The benefit of integrating our new responses into the 9-1-1 system is that it does not place added burden on call-takers to learn a new system. 

The Durham 9-1-1 call center relies on a highly programmed and automated system. Based on how you answer the the call-taker’s pre-defined script of questions when you call 9-1-1, that system generates one of over 1,000 call types. The system then recommends the appropriate type of first responder to the call-taker, so that the call-taker doesn’t have to make a decision about who to send.  We have taken the time to program in our new responses into this system, which will help us avoid adding strain on the 9-1-1 system or slowing down a system designed to quickly send the right response. 

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1. Why did the City start with “pilots”?
2. What is Crisis Call Diversion (CCD)?
3. What is a Community Response Team (CRT)?
4. What is Co-Response (CoR)?
5. What is a Care Navigator (CN)?
6. Where do these HEART units operate?
7. Why don’t all units operate citywide? Will they ever?
8. How did you select the service area and why use police beats?
9. What are the hours of operation for each pilot?
10. Why don’t units operate 24/7? Will they ever?
11. How did you select the hours of operation?
12. Will these new responses slow down 9-1-1 in sending a response as call takers have to learn about the new responses?
13. How are you going to keep unarmed responders safe?
14. Can I request one of these responses?
15. Is there a number other than 9-1-1 to request these services?
16. Why do I have to go through 9-1-1 to get an unarmed response?
17. What kinds of personnel are staffing these units, and what kinds of training have they had prior to starting with DCSD?
18. What kinds of additional training will DCSD staff have prior to responding to calls for service?
19. What kinds of calls for service are eligible for HEART and how did you select them?
20. How are these programs being evaluated?
21. How can I follow the progress of the HEART program?
22. How did you develop these pilot plans? Who did DCSD work with to plan?
23. Why did the City create the Community Safety Department?