How can I follow the progress of the HEART program?

DCSD is committed to transparency. Starting in August 2022, DCSD began publishing updated dashboards accessible through our website that shares a range of information on our program, including: 

  • the number of calls we've responded to by call type;
  • the number of eligible calls we were not able to respond to due to staffing levels; 
  • the percent of calls where our responders had to radio for police backup and the outcome of those calls;
  • the average response time; 
  • the percent of calls that resulted in a transportation to the ER versus community-based care; 
  • the percent of calls where we were able to follow up with our neighbors within 48 hours of an encounter with one of our crisis response teams; 
  • the percent of individuals who were connected to the care they needed and wanted.

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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?