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Audit finds Durham’s HEART program performing well; staff to tighten data timeliness
Summary
An audit of Durham’s Holistic Empathetic Assistance Response Team (HEART) praised the program’s performance while recommending more conservative targets and faster case-recording. City officials said they are implementing steps for weekly documentation checks and improved staffing models.
A performance audit presented to the Durham City Council found the city’s HEART community response program has made substantial progress responding to nonviolent mental‑health and quality‑of‑life calls but needs to improve some operational targets and case-record timing.
Jermaine Broington, director of Audit Services, summarized the audit’s objectives and key findings: he called the program “awesome” and said the audit’s two recommendations were (1) reassess the fiscal-year '25 response targets, which Audit Services judged ambitious compared with recent performance, and (2) improve timeliness of documentation,…
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