Asheville fire department—REST team expands outreach in West Asheville, reports fewer app complaints

The Asheville Fire Department—Resource Engagement Support Team (REST) reported to the Public Safety Committee on Sept. 25 that proactive outreach in West Asheville and downtown has reduced resident complaints submitted through the city—s engagement app and increased direct wellness checks for people experiencing homelessness.

The REST program manager, Hillary Jones, told committee members the team is now operating two outreach vehicles and will add peer-support specialists in October to expand coverage. "We provide proactive outreach 9 a.m. to 9 p.m., seven days a week," Jones said. She described the team—s role as focused on "people, housing stability, emergency relief and support services."

The update mattered to council members because the REST team is part of broader council priorities on homeless strategies and reimagining public safety, said City Manager Deborah Campbell, who noted council support for the pilot that became the official program.

Jones gave several data points to show early results. Since the team began tracking wellness checks on Aug. 22, REST has recorded 124 wellness checks citywide; 47 of those occurred in West Asheville. Jones described an Asheville app spike in July when 14 unduplicated reports about West Asheville sites were filed; after targeted outreach and coordination with service partners, app reports decreased to six in a subsequent 30-day window, a 57% reduction. She added that two of the six were repeat reports from July; excluding those, the new-encampment count would be four, which Jones said would represent a 71% reduction from July.

Jones described REST staffing as five firefighters (one supervisor, Lieutenant T.J. Fortenberry, and four firefighters assigned to proactive outreach), a civilian program manager (Jones) and two peer-support specialists. She said firefighters and peer specialists ride together in REST vehicles to combine clinical and peer-based engagement. "The firefighters have built a lot of good rapport with these folks in the community," Jones said, explaining why outreach can reduce unwanted behaviors and connect people to services.

Council members asked how property managers, tenants and individual residents should report concerns. Jones said anyone can call dispatch and specifically request the AFD REST team, use the nonemergency police line, or submit reports through the Asheville app (which she monitors daily during weekdays). She advised calling 911 or APD—s nonemergency line when there is violence or an immediate safety threat.

Jones also summarized small-service pilots: a weekend shower program started in August that offers showers and food every third Sunday from 8 a.m. to 10 a.m. at the downtown YMCA in partnership with the Continuum of Care and other providers; REST peer-support staff will also tab le at Saturday morning meals run by partners to increase weekend coverage.

Council members and staff praised a recent outreach success Jones recounted: firefighters helped locate family members for a young woman who had been released from a mental health facility, secured temporary day shelter at a peer-support center, and coordinated family pick-up; Jones said the woman is now living with her grandmother.

Council members and staff acknowledged limits REST still faces: Jones and others said the biggest barrier is the shortage of shelter and housing options to which outreach can connect people. She noted the Continuum of Care is pursuing a 24/7 low-barrier shelter, but that resource was not yet available. Council and staff emphasized the role of partnerships with APD, sanitation, service providers and the Continuum of Care in the program—s progress.

The committee heard no formal action on policy or funding during the update; speakers presented program data, operational changes and next steps. Committee members asked for more systematic follow-up data; Jones said she could begin tracking formal post-contact follow-ups.

The REST update concluded with appreciation from the committee for the team—s outreach and collaboration. The program manager and lieutenant provided contact options for property managers or residents to request REST assistance through dispatch or the Asheville app.

Ending: Committee members asked staff to continue reporting outcomes and said they looked forward to updates as the Continuum of Care shelter and additional peer-support hires come online.