Community Response Services

PAD partners with ATL311/Supportive Services to facilitate outreach to individuals experiencing concerns related to mental health, substance use or extreme poverty.

Community members in Atlanta can call 311 (or 404-546-0311) and select the Supportive Services option regarding issues of community concern related to behavioral health or poverty. A Community Response team responds to the referral request, engages the person, and assesses what their needs are - whether that’s a warm meal, clean clothes, or transportation to a shelter. Individuals with open and eligible criminal cases in the City of Atlanta or Fulton County are provided with long term case management, legal navigation, and housing support.

Availability: Community Response Services are available citywide from 7am – 7pm, Monday-Friday.

 

Direct Services for Community Referred Individuals

PAD provides direct services to referred individuals. Our services are grounded in the principles of harm reduction and housing first.  The focus of our direct services is to reduce the activities that lead to police contact and address quality of life concerns in a way that honors the dignity and self-determination of the referred individual. Our direct services include:

  • Immediate Shelter & Basic Needs: Referred individuals are offered emergency shelter, transportation and food assistance.

  • Linkage to Care: Referred individuals are supported with care navigation, and connected to service providers for identification documents, recovery support, employment, and other services.

FAQS

What kind of concerns are eligible for Community Response Services?

PAD responds to non-emergency quality of life concerns related to mental health, substance use or extreme poverty. This includes:

  • Disturbances (such as someone yelling outside a business or blocking traffic)

  • Public indecency (such as someone naked or bathing in a public place)

  • Welfare (such as someone asking for food or help)

  • Mental health (such as someone who appears disoriented, erratic, or is talking to themselves)

  • Substance use (such as someone using drugs in public)

  • Basic needs (such as someone in need of shelter and sleeping outside)

  • Public health (such as someone getting food from a dumpster or using the bathroom in a public place)

How do I make a 311 referral to PAD?

To make a referral for non-emergency concerns, simply dial 311 (or 404-546-0311) from 7am – 7pm, Monday-Friday.

At this time, referrals to PAD can only be made during ATL311 live operator hours, and not through the website or mobile app.

How quickly will PAD respond to a referral through ATL311/Supportive Services?

Depending on the nature of the request, a PAD Community Response team will respond to requests within 30 minutes; some requests, particularly those in frequently reported locations, may be designated as outreach requests and be addressed by the team within 72 hours. PAD will consider the urgency of the situation, the location, and team availability to prioritize requests.

What do PAD’s Community Response teams do?

After a referral to ATL311/Supportive Services is made, a two-person Community Response team will travel to the area and attempt to engage the referred individual. If they consent, we conduct an initial intake interview and begin working with them to identify their immediate needs, whether that’s a warm meal, clean clothes, or transportation to a shelter. People with open and eligible criminal cases in the City of Atlanta or Fulton County are provided with long term case management, legal navigation, and housing support.

Is PAD a Crisis Response Team?

No. Community Response Services are not for medical or mental health emergencies. When necessary, our teams of trained social service professionals work closely with Georgia Crisis & Access Line (GCAL), Grady, and other mobile crisis resources. For mental health emergencies, individuals seeking assistance for themselves or a loved one may contact GCAL at 1-800-715-4225 to speak to a clinician, who can assess the situation and may dispatch a mobile crisis response. For medical emergencies please contact 911.

Can I make a referral to PAD anonymously?

Yes. However, it is very helpful to have your contact information in case we need to reach out to you for additional information about the incident or referred individual. We will never share your identity with the referred individual without your consent.

If contact information is provided, PAD will follow up with you within 48 hours of the referral to let you know the actions taken.

Are Community Response Services available 24/7?

No. ATL311/Supportive Services accepts referrals to PAD during the hours of 7am - 7pm Monday - Friday. As 311 is the receiving line for referrals to PAD, any expansion of Community Response Services would also require an expansion of ATL311.

Additionally, PAD has undertaken a very rapid expansion to be able to provide response services citywide, going from an 11 person staff to a 55 person staff in less than a year. We need at least one year under our belts before being able to expand our hours.

What if somebody declines services?

Community Response teams are not responsible for enforcing the law, and will not detain or otherwise compel an individual to take specific actions. Our teams are persistent and creative, but will never transport or engage with an individual who does not consent. Instead, they will attempt to build rapport with each person and identify immediate needs and challenges, in order to support them in reducing harm to themselves and others. Learn more about our approach here.

Can I call 311 if I am concerned about a homeless encampments (multiple people living in a semi-permanent location outside)?

ATL311/Supportive Services will accept calls for concerns related to homeless encampments, which are then directed to the Mayor’s Office of Constituent Affairs. The City’s Homeless Services Coordinator will work with Partners for Home and other service providers to address the concern. This strategy focuses on getting individuals connected to housing and thus may take several weeks or longer, as the commitment is to ensuring every person is offered housing before closing an encampment.

You can also submit your concerns here.

Can Atlanta Police Department or MARTA police Officers make PAD 311 Community Referrals?

ATL311/Supportive Services is not for law enforcement referrals. PAD accepts diversion referrals via a dedicated phone line for Atlanta Police Department and MARTA police officers. Law Enforcement Assisted Diversion (LEAD) referrals are available as an immediate alternative to jail when officers have probable cause to arrest.

How we got here

In summer 2020, PAD led a design process in which we studied 3.5 years of 911 call data and listened to community members as they shared their hopes, concerns and ideas about expanding PAD services.

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Check out the reports below to learn more about what we learned in the planning process.

911 Call Study Report

Community Survey Report

Community Listening Sessions Report