Novato reports high demand for emergency support team

Just 10 months into a pilot program, Novato’s “alternative response” team has handled more than 1,300 calls for service.

The city launched the Specialized Assistance for Everyone program, or SAFE, last April. The team, a partnership with the Petaluma People Services Center, is intended to ease the workload on police, firefighters and paramedics.

The two-member team, which includes a crisis intervention specialist and a medic, handles incidents such as substance abuse and mental health calls. It also provides conflict resolution, administers low-level medical aid and connects people to counseling or other services.

The team works 12-hour shifts Tuesday through Saturday. It has a direct, non-emergency line residents can call instead of 911, and it works to build relationships with community members when they’re not in crisis.

The pilot program is for five years. The City Council received a progress report on the program at its meeting on Tuesday. Novato police Lt. Alan Bates said the team’s placement within the police department has been critical to its success.

“When a call comes in, depending on what that call is, the 911 dispatchers have the opportunity to triage that call and determine what the best resource is, and often that’s the SAFE team,” Bates said.

Since the pilot program launched, it has responded to about 7% of the calls for service to the Novato Police Department. From April to June of last year, the team responded to 440 calls. From July to December, it responded to 901 calls.

“It is becoming a norm and a regular service that we provide, and people are utilizing that direct line and are requesting SAFE directly,” Bates said.

Aziz Majid, program director for SAFE, said it has been used “in every part of Novato,” including schools. The team has most often responded to “public assist” incidents such as intoxication or psychiatric emergencies. The other larger categories include checking on the welfare of residents and requests for counseling.

In 96% of cases, Majid said, the team was able to resolve the incident without needing additional support from traditional first responders. He said this resulted in 12 diversions from emergency rooms, 19 ambulance diversions and nine jail diversions.

The team has heard consistent demand for the program to be expanded to seven days a week, according to Majid.

Councilmember Pat Eklund asked the council to consider expanding the team’s services. City Manager Amy Cunningham said the issue could be integrated into the upcoming budget discussions.

The first fiscal year of the program cost about $549,000, paid for by a mix funding sources. Mayor Rachel Farac asked if the team was considering reaching out to other emergency service providers like the fire district and hospitals to collaborate on funding.

“This is something that we’re focused on quite seriously,” said Bill Rose, assistant city manager.

The Petaluma People Services Center also provides SAFE teams serving San Rafael, Petaluma, Rohnert Park, Cotati and Sonoma State University.