Edmonton’s 24/7 Crisis Diversion Team has introduced a new data dashboard to provide the public with a statistical view of their daily operations. The tool, piloted since January, maps month-by-month data showing where and when responders are called across the city. It includes details such as weather conditions, reasons for calls, outcomes, and whether individuals are located. The initiative aims to improve transparency and inform resource allocation.
Dashboard Provides Full Picture of Demand
Sasha Lyuber, co-founder and lead data scientist at PALcares, which developed the dashboard, emphasized its value for storytelling. “I personally have a hard time describing my story... it’s deeply the same for organizations, especially in the social service space, where so much of the funding is dependent on the public and government’s perception,” he said. The tool visualizes data from the team’s daily operations, offering insights into crisis response patterns across Edmonton.
Data Reveals Citywide Need
Mina Ghoreishi, manager of contact centre operations with 211, which handles about 80 percent of diversion calls, noted the dashboard’s impact. “It was interesting to see data paint a really full picture, in that it’s not just central Edmonton that requires this support, it’s everywhere,” she said. The data showed demand in areas like Parsons Road, the northside, and southwest, challenging assumptions of concentrated need.
Ongoing Development and Rising Call Volumes
Lyuber stated the dashboard is still being refined to best convey the stories of those who rely on and deliver services. The crisis diversion team, operational since 2015, is Edmonton’s only publicly available non-emergency response program. Currently, ten vehicles operate around the clock, handling wellness checks, general support, transportation, and drug poisoning responses. Call volumes have been increasing, underscoring the need for data-driven optimization.
