Program launched to help San Francisco homeless a success, mayor declares

SAN FRANCISCO (KRON) — The city's Homeless Engagement Assistance Response Team (HEART) program reached a milestone as the program marks its first year helping San Francisco’s street population.

Mayor London Breed launched HEART last year to respond to 911 and 311 calls regarding unhoused people, and to help keep city streets “safe and clean,” the mayor’s office said.

San Francisco has a range of specialized crisis response teams, collectively known as SF Coordinated Street Response Teams, that work in coordination to address mental
health and substance use crisis, medical health and wellness, shelter needs, and street-condition related matters.

Historically, San Francisco Police Department officers responded to all calls involving issues on the streets. HEART launched in 2023 as a pilot program. In its first year, HEART responded to about 80% of calls to 311 or 911 involving unhoused people. The team also helped thousands connect to shelter, public welfare benefits, and behavioral health resources.

HEART is a community-based team made up of Urban Alchemy practitioners who are trained to provide compassionate, services-first response to non-medical and non-emergency 911 and 311 calls involving people who are experiencing homelessness, to help alleviate police call volume. The teams are only dispatched to engage with community when there is no indication of crime, violence, or threats.

“HEART is about addressing the needs of some of our city's most vulnerable residents in a compassionate way that maintains their dignity and respect through a trauma-informed response,” said Dr. Lena Miller, CEO of Urban Alchemy.

HEART team members are trained in helping homeless people with: de-escalation, self-care, needs assessment, harm reduction for drug addicts, CPR, and Naloxone training.

Breed said, “San Francisco's HEART teams are available to help people who may be having a difficult time. We have a responsibility to help people off our streets and into a system of care, but people have to want the help. I remain committed to continuing to prioritize the city's comprehensive network of street outreach work to ensure our streets are safe and clean."

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