From NPR · · 1m 30s
Unarmed 911 Teams Now in 100 Cities
Unarmed responders handle 911 calls in 100 cities to reduce violence.
In brief
Unarmed responders handle 911 calls in 100 cities to reduce violence. Unarmed community response teams in 100 U.S. cities handle mental health and crisis calls without police, reducing arrests and building trust. Originally reported by NPR.
Unarmed responders in action
Rob Crisp and Allie Craft respond to a trespasser in Durham parking lot.
“Our notes say we got a trespasser on a business property”
Trespasser situation
Man wears McDonald's shirt and carries garbage bags and sofa.
“He has a bunch of belongings and refuses to leave”
Crisp's approach
Crisp talks with man to calm him down.
“I can relate to not having anything”
Immediate solution
They give water and socks, move belongings to vacant lot.
“We're not trying to bother you, but hey, we do have some supplies”
Police response shift
Police would have handled this call five years ago.
“Just five years ago, police would have most likely been dispatched”
Program growth
HEART program now handles 25,000+ 911 calls citywide.
“Durham's program launched in 2022 and has responded to more than 25,000 calls”
Community response teams
Programs in nearly 100 U.S. cities since 2020.
“In 2020, there were only six programs in the U.S. that sent unarmed responders”
Research shows success
Fewer arrests and police find it helpful.
“A study this year found fewer arrests and most police find it helpful”
Denver program results
Denver program reduced crime reports by over a third.
“A 2022 Stanford University study found it reduced certain crimes by more than a third”
Eugene program results
Eugene program reduced arrests and increased medical access.
“A 2025 study found reduced arrests and increased medical care access”
Police concerns
Police worried about protecting unarmed responders.
“Their heartburn was, 'OK, are we going to have to protect these people that are unarmed?'”
Radio channel integration
Police and HEART share same radio channel.
“Police officers can hear unarmed responders and vice versa”
Call volume measurement
Durham handles 28 calls per 1,000 residents.
“Durham HEART handles around 28 calls per 1,000 residents”
Housing crisis
HEART helps with housing but options are limited.
“People ask, 'Why aren't you fixing homelessness?'”
Stabilization services
Durham launched housing and support services.
“The aim is to connect people with resources after crisis”
Long-term goal
Fewer 911 calls need HEART in future.
“Over time, fewer callers will need HEART teams”
The big picture
Unarmed community response teams in 100 U.S. cities handle mental health and crisis calls without police, reducing arrests and building trust.
