The Safety and Health Innovation Through Neighborhood Engagement (SHINE) Study
Report Publish Date: September 2, 2024
This report focuses on facilitators, challenges, and areas for improvement for the Holistic Empathetic Assistance Response Team (HEAR)T program from the perspective of first responders. It is part of the Safety and Health Innovation Through Neighborhood Engagement, or SHINE, study.
First responders thought the Holistic Empathetic Assistance Response team, or HEART, was necessary and more effective at handling some kinds of calls than traditional crisis response teams. While other first response agencies were skeptical of the program at first, collaboration and day-to-day interaction had built trust between HEART and other first responders.
At the same time, some first responders thought HEART had grown too fast and were frustrated with the quick pace of change. Some said more communication and training will help smooth out operations and build trust even further.
The authors describe Durham County first responders’ perspectives on the effectiveness and strengths and weaknesses of the HEART crisis response program.
The authors interviewed 14 people, one-on-one. They used a semi-structured, qualitative approach.
“The HEART program is seen as necessary and effective by first responders. It provides a holistic approach emphasizing empathy, de-escalation, and compassion."
—Margaret Roach, Zaire Cullins, Melanie Mayfield, Tonia Poteat, and Lauren Brinkley-Rubinstein, Bellweather Collaborative for Health Justice
The interviewees’ responses highlight HEART’s strengths and opportunities for improvement, providing insights for other alternative crisis response programs.
$529,486
Awarded on: 02/22/2023
Timeframe: 2022-2026
Grant number: 80436
Location: Durham, NC
This report provides a rapid analysis of findings from an ongoing process evaluation of the Holistic Empathetic Assistance Response Team (HEART) program. The report focuses on facilitators, challenges, and areas for improvement for the HEART program from the perspective of first responders. Semi-structured, one-on-one, qualitative interviews were conducted with 14 participants. The sample included participants from the Durham Emergency Communications Center (DECC), Durham County Emergency Medical Services (EMS), the City of Durham Fire Department (FD), the Durham Police Department (DPD), and the Durham County Sheriff’s Office (DCSO). Interviews took place between January and March 2024.
Key Facilitators
Key Challenges and Opportunities
Bellweather Collaborative for Health Justice, Department of Population Health Sciences, Duke University, September 2024
This study and report was conducted and created by the following people.
The Safety and Health Innovation Through Neighborhood Engagement (SHINE) Study: A mixed-methods, community-engaged project investigating structural racism and health inequities in policing and public safety.
Areas for improvement for the Holistic Empathetic Assistance Response Team program from the perspective of City Officials and Employees.
Findings from an ongoing process evaluation of a crisis response program in Durham County, North Carolina.
Areas for improvement for the Holistic Empathetic Assistance Response Team program from perspectives of “response” and “referral” sites participants.
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