Another feather in its cap, the City of Durham's Community Safety Department is making headlines again for winning the prestigious 2025 Community Health & Safety Award from the International City/County Management Association (ICMA). The award spotlights the department's Holistic Empathetic Assistance Response Teams (HEART) program, an innovative approach to crises that pivots away from traditional emergency response in favor of a compassionate, non-police touch. According to the City of Durham’s news release, the program is being celebrated for its effectiveness in handling behavioral health crises and improving the quality of life for Durham residents.
In a nod to their community-minded approach, Durham City Council is setting aside a day to honor the difference the program has made. Come November, "Durham Has a HEART Recognition Day" will formalize the city's appreciation, as led by Mayor Leonardo Williams. "This award affirms what our community already knows - that empathy, collaboration, and data-driven care can transform public safety," Durham City Manager Bo Ferguson stated, as reported by the news release from the City of Durham. HEART's responders, through their dedicated service, have changed the landscape of crisis interaction in the city. The recognition is well-deserved.
The ICMA's Local Government Excellence Awards don't just hand out accolades to any program. Only the most impactful and innovative community projects make the cut, with the HEART program distinctly reshaping how emergency calls are responded to in Durham. Developed following research indicating that many 9-1-1 calls could be better served without the need for police, fire, or EMS involvement, HEART emerged as an alternative path — a "fourth option" that channels emergency response through mental health professionals and social service provisions.
Statistics underscore the HEART program’s success. Handling over 32,000 calls since its initiation, the program not only attenuated the strain on traditional emergency resources but also brought forth a substantial reduction in arrests and unnecessary hospital transports. The city's first responders have been gifted with over 10,000 hours of response time, redeploying those saved hours towards more fitting emergency situations thanks to HEART. Details from the City of Durham's website also shed light on the stream of residents who have been seamlessly connected to community care, a testament to HEART's foundational premise of extended care and harm reduction.
Established in 2021, the Durham Community Safety Department, within which HEART is housed, has curated an intricate approach to public safety. Twined between two direct service divisions, the department juggles the dynamics of 911 crisis response with a gentle hand. Meanwhile, the Stabilization Services constantly scour the grounds to support those grappling with housing insecurity, reentry after incarceration, or complex behavioral health needs.
