The Safety and Health Innovation Through Neighborhood Engagement (SHINE) Study
Report Publish Date: February 3, 2025
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 perspectives of participants from “response” and “referral” sites.
People who had experiences with the Holistic Empathetic Assistance Response Team, or HEART, said responders communicated in a positive way, took a person-first approach and handled crises with empathy and respect. People liked the structure of the teams, which included medical and mental health professionals, and being able to access the response team through 911.
Some respondents said HEART’s scope wasn’t clear and not everyone in the community was aware of what the team does.
The authors describe community members’ perspectives on the effectiveness and strengths and weaknesses of the HEART crisis response program.
The authors interviewed six people, one-on-one. They used a semi-structured, qualitative approach.
“Participants were generally appreciative of HEART’s approach to calls for service and how HEART team members interacted with members of the community.”
—Margaret Roach, Valery Arevalo, Melanie Mayfield, Tonia Poteat, and Lauren Brinkley-Rubinstein, Bellweather Collaborative for Health Justice, Department of Population Health Sciences, Duke University
The interviewees’ responses highlight HEART’s strengths and opportunities for improvement.
$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 perspectives of participants from “response” and “referral” sites. Response sites are locations that HEART responds to, such as local businesses. Referral sites are locations that HEART considers a community partner and communicates with on a more organizational level. Participants were classified as associated with a response and/or referral site based on their direct experiences with the HEART program. The study team conducted semi-structured, one-on-one, qualitative interviews with n = 6 participants. The sample of response site participants included diverse types of sites that are most likely to interact with HEART including gas stations, the Durham Crisis Response Center, the Durham County Library, NC Harm Reduction Coalition, and Open Table. Interviews took place between March – April 2024.
Key Facilitators:
Key Challenges and Opportunities
Bellwether Collaborative for Health Justice, Department of Population Health Sciences, Duke University, February 2025
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 (HEART) program from the perspective of first responders.
See how you can pave the way to a future where health is no longer a privilege, but a right.