“Participating officials viewed HEART as a ‘new way of doing public safety."
—Margaret Roach, Melanie Mayfield, Tonia Poteat, Lauren Brinkley-Rubinstein, Bellweather Collaborative for Health Justice
City Officials & Employee Interviews
The Safety and Health Innovation Through Neighborhood Engagement (SHINE) Study
Report Nov-01-2024 Roach M , Mayfield M , Poteat T , and Brinkley-Rubinstein L 3-min read
Table of Contents
Table of Contents
Report Publish Date: November 1, 2024
This report focuses on facilitators, challenges, and areas for improvement for the Holistic Empathetic Assistance Response Team (HEART) program from the perspective of City Officials and City Employees. It is part of the Safety and Health Innovation Through Neighborhood Engagement, or SHINE, study.
Primary Takeaways
City officials unanimously supported the Holistic Empathetic Assistance Response Team, or HEART, program. They approved of the program’s data-driven planning phase, which built trust and gave the program credibility and an on-ramp to success.
Interviewees wanted to see clear communication about what the program can do and what it can’t. They recommended externally evaluating the program to give an objective picture of its impact. Some were concerned about budget constraints. And there was some perception that HEART is not supported universally across the political spectrum, but that the program has taken care to frame itself as “an augmentation of existing services, rather than a replacement, and not as a disinvestment from police.”
Overview and Objectives
The authors describe city officials’ and employees’ perspectives on the effectiveness and strengths and weaknesses of the HEART crisis response program.
Hypothesis or Approach
The authors interviewed four elected city council members and three employees of city departments, one-on-one. They used a semi-structured, qualitative approach.
How This Influences Change
The interviewees’ responses highlight HEART’s strengths and opportunities for improvement, providing insights for other alternative crisis response programs.
Grant Details
Amount awarded:
$529,486
Awarded on: 02/22/2023
Timeframe: 2022-2026
Grant number: 80436
Location: Durham, NC
About Grantee:
Research: Go Deeper
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 City Officials and City Employees. Semi-structured, one-on-one, qualitative interviews were conducted with n = 7 participants. The sample included participants who were elected to city council (n = 4) and employees in city departments (n=3) representing the City Manager’s Office, Neighborhood Improvement Services, and Community Development. Interviews took place between April – June 2024.
Key Facilitators
- Support from City Officials: City officials expressed unanimous support for the HEART program, viewing it as a positive addition to public safety and expecting future expansion.
- Data-Driven Planning: The program's planning phase was viewed as intentional and thorough, including a year-long preparatory phase utilizing data-driven decisions. This approach built trust among stakeholders and ensured the program's credibility, sustainability, and success.
Key Challenges and Opportunities
- Scope and Resource Confusion: Participants emphasized the need for clear communication about HEART’s capabilities and limitations. They also discussed challenges related to local resource needs, emphasizing the importance of coordination with other organizations to ensure equitable services.
- Data Collection and Program Evaluations: Some officials expressed a need for a better understanding of the program’s impacts and outcomes. Participants stressed the need for external, independent evaluations to provide a more objective assessment of HEART’s impact on community safety.
- Funding and Investment: Challenges related to funding the HEART program were identified. Participants supported expanding HEART but recognized budget constraints and the need for fair investment across all public safety agencies.
- Political Challenges and Implications: Perceptions of the HEART program as politically polarizing emerged as a challenge. However, participants identified that HEART has counteracted politicization by framing it as an augmentation of existing services rather than a replacement, and not as a disinvestment from police.
Bellweather Collaborative for Health Justice, Department of Population Health Sciences, Duke University, November 2024
Research Team
This study and report was conducted and created by the following people.
- Margaret Roach
- Melanie Mayfield
- Tonia Poteat
- Lauren Brinkley-Rubinstein
Similar Research to Explore
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.
Durham Community Safety Dept. Interviews
Findings from an ongoing process evaluation of a crisis response program in Durham County, North Carolina.
First Responder Interviews
Areas for improvement for the Holistic Empathetic Assistance Response Team (HEART) program from the perspective of first responders.
Response & Referral Site Interviews
Areas for improvement for the Holistic Empathetic Assistance Response Team program from perspectives of “response” and “referral” sites participants.
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