AMHERST — Some emergency calls to the Emergency Communications Center are now being directed to the Community Responders for Equity, Safety and Service, the first time that these unarmed responders can be dispatched to nonviolent incidents.
While the number of 911 calls going to CRESS are likely to be minimal, with some of these basic calls such as residents, businesses and organizations requesting help, Town Manager Paul Bockelman said Tuesday that he had told the Town Council that such dispatching would start this month.
“We wanted to have strong policies in place, which we do now,” Bockelman said.
Bockelman said that beginning the dispatching in January also makes sense from a practical standpoint, as it is usually a month when there are fewer calls, with the University of Massachusetts not yet in session and the weather still cold. This should allow the dispatchers to navigate through any of problems that might crop up.
In its January newsletter, CRESS informed the public that its teams of unarmed responders are available from 8 a.m. to 4 p.m. weekdays to go to “nonviolent situations where care and support are needed.”
Being integrated into the emergency communications system makes it easier and faster to help out: “Our responders are trained to provide compassionate, community-based assistance in situations that don’t require police or fire intervention.”
Residents can also still get help by calling the office, located in the Bangs Community Center, at 413-259-3370.
As dispatching has begun, Bockelman said a few areas need to be tweaked and improved.
Most of the calls will be for basic assistance, as well as those who specifically ask for CRESS. “The dispatcher’s job is to assess the condition,” Bockelman said.
Noise complaints are not among the calls that responders would go to, but most of these happen outside their current work schedules.
The Community Safety and Social Justice Committee, which provides recommendations to town officials about CRESS and other initiatives, has asked that responders have a bigger role.
Bockelman said a half dozen or so policies for dispatching were developed by Jason Rushford, who oversees the center, and Police Chief Gabriel Ting. The center, housed in the police station, also sends out firefighters to calls.
CRESS Director Camille Theriaque and the Human Resources team also researched, wrote, reviewed and finalized policies, which were then reviewed by town attorney KP Law.
“The emergency communication center has been really good to navigate this through,” Bockelman said.
A board now inside the center tracks the responders, police officers and firefighters on duty.