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A Practical Guide to 911 Dispatch and Community Responders 

01-11-2024 06:40 PM

Originally posted by Rachael Eisenberg on 12-18-2023
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Dear SJC Community, 
I'm delighted to share with you a new report, Dispatching Community Responders to 911 Calls. This report from the Law Enforcement Action Partnership, Center for American Progress, and the Reimagining Public Safety initiative at the Policing Project at NYU School of Law offers recommendations on how cities can adapt their 911 dispatch policies and practices to better integrate community responder teams. The report compares three principal models cities are using for community responder dispatch, answers frequently asked questions, and shares lessons learned.
Key takeaways from the report include:
  • Cities use three principal models for dispatching community responders: 911 call center-led dispatch, embedded professional-led dispatch, and external hotline-led dispatch-each with its own set of benefits and challenges.
  • Cities can use any of these models successfully, although each requires that they hire sufficient staff, develop clear protocols, and involve the 911 call center and other key experts in program design and training.
  • Some community responder programs limit themselves to a small percentage of eligible calls because they do not handle police call types, third-person callers, or conflict resolution calls without a clear behavioral health nexus. Programs across the country have challenged these limitations and are showing success.
  • Community responder programs can safely handle low-risk call types through call screening based on standard disqualifiers developed in partnership with the 911 call center.
  • Engaging with community leaders and directly affected individuals early and often during the development and implementation of a community responder program improves the way the changes in 911 policies are received.
You can also read a short fact sheet here.
We look forward to continuing to find opportunities to support local reforms, and highlight the amazing work already taking place in many cities across the country. Please do not hesitate to reach out to us with questions or to discuss further. 
Sincerely, 



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Rachael Eisenberg
Managing Director, Rights and Justice
Center for American Progress
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Dispatching Community Responders to 911 Calls
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