The landscape of mental health and substance abuse support in Durham, North Carolina, has evolved from fragmented hotline services into a sophisticated, multi-tiered crisis response ecosystem. This infrastructure integrates traditional clinical hotlines with innovative municipal interventions, such as the Crisis Call Diversion program and Community Response Teams. By embedding clinicians within the 911 call center and deploying unarmed, specialized first responders, the system aims to divert individuals away from the criminal justice system and emergency departments toward therapeutic, least-restrictive treatment options. This article details the specific hotlines, the operational mechanics of the HEART (911 Crisis Response) initiative, and the collaborative frameworks that define Durham’s approach to behavioral health crises.
Clinical Hotlines and Access Points
The foundation of Durham’s mental health support rests on a network of accessible hotlines and walk-in services designed to provide immediate, confidential assistance. For individuals facing acute distress, the primary crisis line is reachable at 866-481-5361, operating 24 hours a day, seven days a week. This service connects callers with immediate support for depression, anxiety, suicidal ideation, and substance use concerns. For those requiring more structured clinical engagement, the local walk-in center offers services without the need for prior appointments. The facility operates Monday through Thursday from 8:00 AM to 7:00 PM, Friday from 8:00 AM to 3:00 PM, and Saturday from 9:00 AM to 12:00 PM. These hours allow for flexible access to psychiatric evaluation and medication management.
For individuals seeking scheduled care, the appointment line at 919-687-4041 facilitates connections to adult and pediatric psychiatric services. Specifically, adult services can be accessed via 919-470-4018, while pediatric services are available at 919-470-4017. Additionally, an emergency department remains open 24/7 for cases requiring immediate medical stabilization. For general inquiries about service eligibility and referrals, the information line at 919-403-9425 is available during office hours, Monday through Friday, 9:00 AM to 5:00 PM. A secondary crisis line, 919-403-6562, also provides 24/7 support, ensuring redundancy in the crisis network.
Specialized Support Networks and Referral Systems
Beyond immediate crisis intervention, Durham maintains a robust referral infrastructure to ensure long-term continuity of care. The Durham Network of Care serves as a centralized online portal (www.durhamnetworkofcare.org) that provides critical information, communication tools, and advocacy resources with a single point of entry for individuals, families, and agencies. This platform streamlines navigation through the complex behavioral health system.
For specific populations, dedicated resources are available. Students within Durham Public Schools can connect with social workers or counselors, or contact DPS student support services at 919-560-2032. The school district also hosts an online mental health hub at https://embrace.dpsnc.net/mental-health/about-clmh. For veterans, the Veteran Crisis Line offers confidential support via the national 988 number by pressing 1, or through text messages sent to 838255. This service is available 24 hours a day.
Community-based organizations play a pivotal role in service delivery. RI International operates the Durham Recovery Response Center (DRRC) at 309 Crutchfield Street. Formerly known as Durham Center Access, DRRC acts as the gateway to local mental health, developmental disability, and substance abuse services. The center operates 24/7, 365 days a year, and can be reached at 919-560-7305. Carolina Outreach, located at 2670 Durham-Chapel Hill Blvd., supports individuals with mental health, substance use, or intellectual development disabilities, including those without insurance. The agency also operates a Behavioral Health Urgent Care unit and can be contacted at 919-251-9001. For broader managed care coordination, Alliance Health serves as the managed care organization for public behavioral healthcare. Although it does not provide direct clinical services, it ensures individuals receive quality care through a network of over 2,000 private providers. Confidential support is available 24/7 at 800-510-9132.
The HEART Initiative: Crisis Call Diversion
A transformative component of Durham’s crisis response is the 911 Crisis Response program, known as HEART. This initiative embeds mental health clinicians directly into the 911 Call Center. These Crisis Call Counselors perform eight major functions, primarily focused on triaging, assessing, and responding to behavioral and mental health-related calls. The core goal is crisis call diversion, which aims to send the appropriate response based on the caller’s specific needs, thereby reducing unnecessary law enforcement encounters and emergency room utilization.
The eligibility for this response includes suicide threats, mental health crises, and other behavioral health concerns. The Crisis Call Diversion (CCD) unit operates seven days a week from 9:00 AM to 9:00 PM. By intercepting calls at the dispatch stage, the system can often resolve crises through de-escalation and clinical assessment without dispatching police, unless safety concerns dictate otherwise. Residents are instructed to continue calling 9-1-1; the call takers will automatically route the call to the appropriate responder based on the nature of the distress.
Community Response Teams and Co-Response Units
For situations requiring physical presence, Durham employs Community Response Teams (CRT). These teams consist of three unarmed, skilled, and compassionate first responders. They provide rapid, trauma-informed care for non-violent behavioral health needs and quality of life concerns. The CRT operates citywide, seven days a week, from 9:15 AM to 11:45 PM. Eligible calls include suicide threats, mental health crises, trespass, urgent and non-urgent welfare checks, intoxicated persons, panhandling, nuisance complaints, public indecency, and lost person reports, provided the individual is not in possession of a weapon or physically violent.
Parallel to the unarmed teams is the Durham Police Department’s Co-Response Unit (COR). This unit pairs police officers with a licensed clinician to respond to live crisis calls and involuntary commitments. The Co-Response Unit is a critical component of community outreach, designed to reduce recidivism and arrests for non-violent offenders with mental health or substance use concerns. Key objectives include reducing repeat calls for service, increasing engagement in behavioral health treatment, and minimizing use-of-force injuries to both officers and citizens. The unit also provides involuntary commitment transportation in accordance with Senate Bill 630.
Training and Educational Frameworks
The effectiveness of these crisis interventions relies heavily on specialized training. Durham Police Department officers undergo an intensive 40-hour Crisis Intervention Team (CIT) curriculum, sponsored by the Durham Chapter of the National Association of Mental Illness (NAMI). This training goes beyond standard police academy education, focusing on the recognition of mental health signs and symptoms, de-escalation skills, and working with special populations such as veterans and individuals with developmental disabilities. This certification ensures that when law enforcement is involved, the response is informed by clinical expertise.
Additionally, Project BUILD operates as a multi-disciplinary gang prevention and intervention program for youth and young adults aged 10 to 21. It provides coordinated case management and services, targeting root causes of behavioral issues. For those seeking ongoing support, the national 988 Suicide & Crisis Lifeline remains accessible via phone, text (988), or chat at https://chat.988lifeline.org/, offering free, private support.
Institutional Resources: Duke Psychiatry and Wellness
Duke University Health System provides a parallel layer of specialized care. The Duke Psychiatry & Behavioral Sciences department offers direct scheduling for adult services at 919-684-0100 and child, adolescent, and family services at 919-385-3232. For the Duke community, the Personal Assistance Service (DukeLine) offers an employee assistance program providing assessment, short-term counseling, and referrals for personal, work, and family problems. This service is free for benefit-eligible faculty, staff, and their families. For students, Duke Counseling and Psychological Services (CAPS) provides high-quality care, while the DukeLine text support service allows students to connect with peer coaches by texting 984-230-4888. This service is open daily from 5:00 PM to 11:00 PM during the school year. Educational outreach is further supported by a mental health webinar series featuring Duke faculty, offering 30-minute videos on various mental health topics.
Conclusion
Durham’s approach to mental health crisis intervention represents a paradigm shift from reactive policing to proactive, clinically informed care. By integrating 911 call diversion with specialized Community Response Teams and Co-Response Units, the city has created a layered safety net that prioritizes least-restrictive treatment over incarceration or emergency hospitalization. This model, supported by robust referral networks like the Durham Network of Care and specialized organizations like RI International and Carolina Outreach, demonstrates how municipal infrastructure, clinical expertise, and law enforcement can collaborate to address behavioral health needs effectively. The integration of CIT training and the HEART initiative ensures that every call for service is met with the appropriate level of clinical support, ultimately reducing trauma and improving long-term outcomes for vulnerable populations.