Mobile Assistance Community
Responders of Oakland
2024 OUTPUT SUMMARY REPORT
JANUARY – DECEMBER 2024
1 MACRO 2024 Summary Report
Table of Contents
Table of Contents .................................................................................... 1 MACRO Overview ................................................................................... 2 2024 Highlighted Successes .................................................................... 5 Program Updates .................................................................................... 6 Program Model ....................................................................................... 7 Activities and Outputs ........................................................................... 10 MACRO Response Outcomes ................................................................ 17 Testimonials .......................................................................................... 19 Appendix A: Glossary of Terms ............................................................. 20
2 MACRO 2024 Summary Report
MACRO Overview
MACRO Purpose and Goal
The purpose of Mobile Assistance Community Responders
of Oakland (MACRO) is to deliver a compassionate care first response model grounded in empathy, service, and
community. MACRO is a community-centered alternative
response program within the Oakland Fire Department
(OFD) designed to address non-emergency, "quality of life" service calls. MACRO is not for emergencies or violent
situations.
MACRO's goal is to reduce responses by emergency
services (Fire & Police) across Oakland, increase access to community-based services and resources for impacted
individuals. Regular meetings are held between the Oakland Police Department and Oakland Fire Department to review incident types and trends to determine the most effective way to ensure the appropriate calls for service are being diverted to MACRO.
MACRO Criteria and Call Categories
The Oakland Police Department (OPD) criteria to divert a 911 call to MACRO include: 1) calls that show no threats or active violence, 2) do not have visible weapons, 3) do not involve domestic violence, 4) are located outside of a home or dwelling, and 5) the individual is not an immediate danger to themselves or others. Community members should contact MACRO when there is initial concern for a person's well-being. The earlier a MACRO team can begin an intervention the better. In the event of an immediate emergency, community members should call 911.
MACRO teams consist of Community Intervention Specialists and Emergency Medical Technicians. MACRO teams respond to calls in three categories, individual well-being, some behavioral or mental health calls, and nonviolent community disturbances. Most of the calls MACRO teams respond to involve unhoused individuals.
MACRO Service Categories
Individual Well-Being Behavioral Health
Concerns
Community
Disturbances
3 MACRO 2024 Summary Report
MACRO Outcomes
MACRO service responses aim to achieve the following outcomes:
Decreased negative outcomes from law enforcement response to nonviolent 911 emergency calls, especially among Black, Indigenous and People of Color (BIPOC).
Increased connections to community-based services for people in crisis, especially among BIPOC.
Redirection of identified 911 call types to an alternative community response system.
Reduced Oakland Police Department & Oakland Fire Department expenses and call volume related to 911 nonviolent calls involving people with behavioral health, substance use, and unsheltered individuals.
4 MACRO 2024 Summary Report
MACRO Service Area
MACRO serves the entire City of Oakland. The city is divided into eight MACRO service zones.
Figure 1 presents a map of service zones followed by Table 1 which outlines zone boundaries.
Figure 1. Geographical Service Zones Map
Table 1. MACRO Geographical Service Zones
Zone Boundaries
Undefined
Location / Street
Incident is responded to on “the street” or the location isn't clearly defined by the caller.
#2 [Deep East
Oakland]
The area from 73rd Ave to the San Leandro border, bounded by I-580 to the north and roughly Edgewater Dr. to the south.
#3 [West
Oakland]
The area bordered by I-880 on the south and west, I-980 on the east, and 35th St to the north.
#4 [East Oakland] The area from 35th Ave to 73rd Ave, including the Laurel District and Redwood Heights, roughly bounded by I-580 to the north and I-880 to the south. #5 [North
Oakland]
The area bounded by I-580 to the south, up to Berkeley north, Emeryville to the west, and the Oakland Hills to the east. This area includes Temescal, Rockridge, and Bushrod. #6 [Central
Oakland]
The area from East Lake and Park Boulevard to 35th Ave includes areas of Fruitvale, San Antonio, and Little Saigon. The area is roughly bounded by I-580 to the north and the Embarcadero to the south.
#7 [Downtown &
The Lake]
The combined area of Downtown Oakland and Lake Merritt, Jack London Square, Chinatown, Uptown, around Lake Merritt, Lakeside Park, Lakeshore, and Adams Point neighborhoods.
#8 [Oakland Hills] All other Oakland neighborhoods, Montclair, Piedmont Pines and roughly North of Hwy
13. 5
MACRO 2024 Summary Report
2024 Highlighted Successes
This report aims to describe the MACRO program, outline its workflow, and share 2024 activities and outcomes. The report also highlights MACRO's successes in providing support for Oakland residents. Figure 2 presents four major MACRO successes accomplished in 2014.
Figure 2: Major MACRO Highlights in 2024
Responded to 3,437 dispatch
calls and email responses
Launched a dedicated phone
line in March 2024
helped community to reach MACRO
with more ease
Dispatch calls outpaced on-
view requests
for the first time since MACRO
launch
Increased number of
MACRO Responders
by 145%
6 MACRO 2024 Summary Report
Program Updates
Hours of Operations and High Traffic Days
MACRO’s hours of operation are seven days a week, Sunday through Saturday between the hours of 6:30 AM and 8:30 PM. More teams are in service on Tuesdays, Wednesdays, and Thursdays allowing MACRO to maximize intervention service in the community on these specific days of higher volume.
MACRO Staffing
In 2024, MACRO increased the number of full-time
employees from 11 to 27.. In December 2024,
MACRO introduced an acting shift supervisor to
enhance team oversight, ensure safety, and
maintain compliance with operational standards.
While the additional staff has strengthened the
team, MACRO is still actively seeking to fill several
positions including an Administrative Assistant 1,
Program Analyst 1, and additional Emergency
Medical Technicians (EMT) to further support
operations.
Program Equipment
To accommodate the new staff, MACRO invested in additional resources, including purchasing new radios and tough books. These enhancements aim to improve operational efficiency and provide comprehensive support to the growing team.
Community Events
In November 2024, MACRO was honored to participate in Oakland’s Hunger Program, Community Day of Thanks, an event dedicated to providing Thanksgiving meals to Oakland’s low-income, senior, and unhoused community members. As part of this effort, MACRO played a key role in delivering more than 300 hot meals directly to homeless encampments, ensuring that more of Oakland’s community members could experience the spirit of the holiday.
MACRO teams also participated in National Night Out, a community-building event designed to promote safer neighborhoods by encouraging residents to connect with one another and the Oakland Police Department (OPD). The event featured outdoor block parties where residents enjoyed activities such as socializing, barbecues, and other community-focused gatherings.
7 MACRO 2024 Summary Report
Program Model
Program Eligibility and Dispatch
MACRO teams are trained to respond to non-violent incidents that do not require immediate emergency assistance. The process begins with the dispatch operator, who assesses the severity of the situation to determine eligibility. If the situation meets MACRO’s criteria, the call is dispatched to the team. Figure 3, presented on the next page, describes Part 1 of the MACRO model including the step-by-step MACRO referral and eligibility screening process.
MACRO Team Response
Upon arriving at the location, MACRO teams conduct a safety assessment to ensure the situation aligns with MACRO’s criteria and is safe to engage. If deemed appropriate, the team initiates contact with the service recipient and provides support as needed. Figure 4, presented on the page after Figure 3, describes Part 2 of the MACRO model including the step-by-step MACRO team response process.
8 MACRO 2024 Summary Report
Figure 3: MACRO Program Model - Part 1 Referral and Eligibility Screening
9 MACRO 2024 Summary Report
Figure 4: MACRO Program Model - Part 2 Team Response
10 MACRO 2024 Summary Report
Activities and Outputs
MACRO Dispatches
A combination of extended operating hours and an increase in team members contributed to a rise in the average number of MACRO teams deployed per service day over the course of 2024.
This growth enabled MACRO to serve more recipients, enhance the service experience for both businesses and individuals, address incidents more quickly, and improve overall service quality.
Decreases in the average number of dispatches per service day and team members deployed were observed in May, due to new employee orientation and training, and in November, due to less service requests from business zones operating on holiday schedules. Table 2 presents the monthly averages for MACRO dispatches and team deployments.
Table 2. Average Number of Dispatches and Teams per Service Day in 2024
Jan Feb Mar Apr May June July Aug Sept Oct Nov Dec
Average Dispatch
per Service Day
5.5 6.1 8.8 9.6 5.4 10.4 11.8 12.1 13.2 14.7 10.6 10.8
Average Teams
per Service Day
1.8 1.9 2.1 2.3 1.9 4.5 4.7 5.3 4.6 5.5 4.4 4.4
Dispatch By Source
MACRO teams receive dispatches from three sources: OPD (911), OFD (MACRO Direct Line), or a dedicated MACRO email address. The MACRO phone line is managed by the Fire Communication Center and emails are received by a MACRO Supervisor.
Figure 5 provides a breakdown of
dispatch by source, showing the
total number of dispatches
received. The figure highlights that
the majority, 58%, of requests
came directly to OFD via the direct
phone line and email as compared
to 42% of requests transferred
through calls from the 911
dispatch.
1,200
(42%)
1,668
(58%)
Figure 5: Dispatch by Source (January to
December 2024)
(n= 2,868)
Transfer from
OPD
MACRO Direct
Line and Email
11 MACRO 2024 Summary Report
MACRO Phoneline Performance
Community members can request MACRO intervention directly by calling the MACRO phone line or sending an email. When someone calls the MACRO phoneline, they are greeted by an automated main menu that provides them with an overview of MACRO’s response eligibility and options to proceed with MACRO by speaking with an OFD dispatcher to proceed or be transferred to Oakland Police Dispatch (911). If a caller elects to proceed with MACRO, an OFD dispatcher screens the call and directs service requests to the appropriate MACRO response unit. In cases where a request does not meet MACRO’s eligibility criteria, callers may be transferred to 911 or directed to other resources.
Table 3 provides a monthly breakdown of data collected from MACRO phone line from April – December 2024. The MACRO phone line launched in March 2024. The table details the total number of calls to the MACRO phone line, the number of callers who connected with a OFD dispatcher, the total number of calls that met MACRO response criteria and were sent to a MACRO team to response.
Table 3. MACRO Main Menu Calls - 9 Months of Service (April - December 2024)*
Incoming Calls to
MACRO Phone Line
Incoming Calls Who
Reached OFD Dispatch
Calls Sent to MACRO Teams
for Response
# # % # %
24-Apr 378 308 81% 56 18%
24-May 141 100 71% 21 21%
24-Jun 274 204 74% 79 39%
24-Jul 411 306 74% 112 37%
24-Aug 486 361 74% 124 34%
24-Sep 449 345 77% 161 47%
24-Oct 403 319 79% 138 43%
24-Nov 489 397 81% 129 32%
24-Dec 451 339 75% 124 37%
TOTALS 3,482 2,679 944
*Callers who choose to transfer to an OPD dispatcher or to disconnect from the call are not reflected in data.
Figure 6 illustrates the flowrate of calls to response. Of the total calls received on the MACRO phoneline, 77% of callers reached an OFD dispatcher, and of those who reached OFD dispatch, 35% of calls met MACRO eligibility and information was sent to MACRO teams for response.
12 MACRO 2024 Summary Report
Figure 6: Flow Rate from Direct MACRO Phone Line to Team Response On-View (Non-Dispatched) Incidents
While MACRO teams are in the field, they may encounter and respond to situations spontaneously. These instances, known as on-view incidents, are not included in dispatch data because they are initiated by the MACRO teams versus a request from the public. Figure 7 presents on-view (non-dispatch) responses compared to dispatch-initiated responses.
3,482 Total Incoming Calls
to Direct MACRO
Phoneline
2,679 Incoming Calls
Reached Dispatch
(77%)
944 Calls Reached Dispatch
& Sent to MACRO team for
Response
(33%)
3,437
58%
2,526
42%
Figure 7: Comparison of General Responses - January to
December 2024
(n= 5,963)
Dispatch Responses*
Non-Dispatch
Responses
*Includes OPD, OFD, and
Email as dispatch sources
13 MACRO 2024 Summary Report
Trends Comparison of MACRO Responses
In early 2024, most MACRO responses were non-
dispatched (on-view) incidents identified by
MACRO teams in the field. However, starting in
June, there was a shift in the primary source of
MACRO response from non-dispatched (on-view)
incidents to responses originating from
dispatched calls. There was also a significant
increase in the total number of MACRO responses
throughout 2024. This upward trend may be
attributed to MACRO’s increased visibility across
the City of Oakland, the launch of the dedicated
MACRO phoneline, and increased staffing leading
to increased numbers of teams deployed into the
community.
Figure 8 demonstrates the MACRO response increase over time along with the shift starting in March, of the primary response sources from non-dispatched (on-view) incidents to dispatched responses.
0 100
200
300
400
500
600
700
800
Figure 8: Responses Trends Comparison (n= 6,309)
Total Responses Dispatch Responses* Non-Dispatch Responses *includes OPD, OFD, and Email as dispatch sources
Expanded MACRO Team
Shifts (June)
New Team
Training
(May)
Primary Response
Source Shifts to
Dispatch (March)
In 2024, for the first
time since it launched,
MACRO saw a
majority of responses
come through
dispatch instead of
on-view.
14 MACRO 2024 Summary Report
MACRO Response by Service Area
MACRO serves all of Oakland, which is divided into eight MACRO service zones. Table 4 illustrates the areas in Oakland where MACRO responded broken down by month and by service zone. Data indicate that the highest percentage of requests originate from Zone 7:
Downtown Oakland. In contrast, the fewest service requests originate from Zone 8, the Oakland Hills.
Table 4: Geographical Area of Service Request in 2024
Jan Feb Mar Apr May Jun Jul Aug Sept Oct Nov Dec
Zone 2:
Deep East 17% 11% 13% 11% 17% 15% 13% 15% 15% 12% 11% 12% Zone 3:
West 17% 14% 17% 10% 12% 18% 18% 10% 15% 15% 17% 16%
Zone 4:
East 8% 14% 14% 9% 8% 7% 8% 12% 10% 10% 9% 8%
Zone 5:
North 14% 19% 17% 22% 19% 17% 16% 17% 14% 19% 18% 19%
Zone 6:
Central 16% 16% 12% 15% 14% 16% 12% 15% 14% 13% 11% 8%
Zone 7:
Downtown 26% 24% 26% 32% 29% 27% 33% 32% 31% 31% 33% 37% Zone 8: Oak
Hills 0% 0% 0% 1% 1% 0% 0% 0% 0% 0% 0% 0%
Figure 9 depicts the variation throughout the year for service requests in other zones—Zone 2:
Deep East, Zone 3: West, Zone 4: East, Zone 5: North, and Zone 6: Central.
0%
10%
20%
30%
40%
24-Jan 24-Feb 24-Mar 24-Apr 24-May 24-Jun 24-Jul 24-Aug 24-Sep 24-Oct 24-Nov 24-Dec Figure 9: Geographical Area of Service Request in 2024
Zone 2: Deep East Zone 3: West Zone 4: East Zone 5: North Zone 6: Central Zone 7: Downtown Zone 8: All Other
< 1% of service request
15 MACRO 2024 Summary Report
Location of Responses
Because the majority MACRO responses involve people who are unhoused, most or 72% of MACRO team responses and interactions are located on Oakland city streets. Though, MACRO services are requested at a variety of other locations as well. Figure 10 presents data on MACRO service locations other than on city streets. This data indicates that MACRO interacted with individuals at 461 businesses, 229 residential properties, 188 parks, 87 schools, 62 churches or other religious institutions, and 72 other locations through Oakland in 2024. Note that data on location of MACRO services were not collected from January through March. Data may also include multiple responses to the same location.
Business *Community
Centers
Residentals Church Other
461
396
229
62 72
Figure 10: Location of Service Responses
(April - December 2024)
*Community Centers include libraries, schools, and parks.
16 MACRO 2024 Summary Report
Types of Incidents
MACRO services may be requested for a variety of reasons, provided they meet the eligibility criteria. MACRO teams manage situations up to the point of reaching a crisis. The most common type of incident involves conducting wellness checks. Wellness checks can address concerns related to a person's well-being. Additional other documented reasons for MACRO intervention include, sleeper checks, behavioral health issues, public indecency, and community disturbances.
Figure 11 displays the breakdown and percentages of incident types reported throughout 2024.
“From dehydration to [ weather] exposure,
even small interventions, such as water or a
blanket, can make a big difference."
- MACRO Team Member
Wellness
Check
54%Sleeping
28%
Behavior
15%
Public Indecency &
Other
3%
Figure 11: Types of Incidents - January to
December 2024
(n= 5,306*)
*Data not represented in this chart for 915 MACRO responses due to data
17 MACRO 2024 Summary Report
MACRO Response Outcomes
On-Site Services
After completing an assessment, the MACRO team
determines the type of care a person may need.
Service recipients often have basic needs, such as first aid or dehydration. A blanket may be provided to
protect against exposure, or team members may offer
to listen to someone, using de-escalation techniques to provide emotional support. Other supports may
include service referrals or transportation support.
Typically, all MACRO service recipients are given
information about available community resources.
Capturing Output
When an incident is dispatched, it is assigned an incident number and recorded in three systems: (1) MACRO Incident Microsoft Form, (2) PremierOne Computer-Aided Dispatch (P1CAD), and (3) Electronic Health Records (ESO). In some cases, incidents with assigned numbers do not result in the provision of MACRO services. These are due to the MACRO team being unable to locate the individual or the individual choosing not to engage with MACRO.
Additionally, service recipients have the option to disengage from a MACRO team at any point during the interaction. Showing up is a critical first step in the service process, as it sets the stage for potential future outcomes or impacts.
Supplies and Service Referrals
During onsite interactions with services recipients, the MACRO teams may provide supplies, service referrals, or transportation support. Figure 12 provides a visual representation, by month, the percentage of service recipients who accepted supplies (n=2,334), service referrals (n=1,306), or transportation (n=103) from MACRO teams.
49% 49%
57% 54% 50% 51% 49% 53% 56%
26%
34% 30% 31% 29% 26% 24%
18% 18%
0% 2% 2% 2% 3% 2% 2% 3% 3%
24-Apr 24-May 24-Jun 24-Jul 24-Aug 24-Sep 24-Oct 24-Nov 24-Dec Figure 12: Services Provided Onsite April - December 2024 Supplies Service Referrals Transportation
18 MACRO 2024 Summary Report
Incident Resolutions
In 2024, 98% of incidents were resolved by MACRO team
members onsite with no support needed from other
agencies. MACRO incidents are considered resolved
onsite if: (1) the team successfully deescalates the
situation or provides basic need support onsite (MCC),
(2) the recipient is transported to another location
(MPTM), or (3) the MACRO team is not able to locate the intended MACRO recipient (MNL). In situations, when immediate advanced medical attention is required or a situation becomes violent, the MACRO team may request external incident support from emergency medical services (EMS), OPD to request the Community Assessment and Transport Team (CATT), or other agencies for further assistance. MACRO requested external support for only 2% of all calls in 2024.
Table 5 presents the percentage of incidents resolved by MACRO teams and the percentage of MACRO resolutions referred for external incident support).
Table 5: Incident Resolution (n=5,368) *
Month
MACRO Resolutions External Referrals
Call Completed by
MACRO (MCC)
Recipient
Transported by
MACRO (MPTM)
Recipient Not
Located (MNL)
Recipient Referred
to OPD (MPD)
Recipient
Transported by
EMS (MPTA)
Jan 254 0 28 1 2
Feb 224 1 42 3 5
Mar 269 4 71 3 2
Apr 199 1 75 8 5
May 153 5 39 4 2
Jun 366 8 96 5 6
July 403 9 125 8 11
Aug 483 20 122 4 4
Sep 435 12 146 12 4
Oct 434 14 137 10 11
Nov 392 15 113 13 8
Dec 411 14 94 9 14
TOTAL
(n= 5,368)
100%
MACRO Resolved (n=5,214)
98%
External Support Requested (n=154)
2%
*Data may include numerous counts for service recipients that received care more than once.
98% of MACRO
incidents were
resolved onsite
in 2024.
19 MACRO 2024 Summary Report
Testimonials
June 30, 2024
On behalf of the Lakeshore Avenue BID, we thank you once again for being at our 2024 Annual Meeting last week. Your program is being used by us as more incidents occur in our area. We appreciate the work of your staff and your management of the program. Our BID Co-Directors and Security Head are in good contact with you.
Thanks again,
Lakeshore Avenue BID
June 16, 2024
I can’t thank you both enough for your quick responses and tremendous support. The work that MACRO does is incredibly important and my organization is extremely grateful for your help navigating through this difficult (and scary) situation.
March 5, 2024
Just wanted to say thank you for your help this morning. It was amazing how fast the MACRO team was able to arrive and I was grateful they were able to check in on the woman. We're really glad that MACRO is available for help in these situations!
20 MACRO 2024 Summary Report
Appendix A: Glossary of Terms
Term Definition Partnering Groups
OFD Oakland Fire Department
OPD Oakland Police Department
FCC Fire Communication Center
EMS Emergency Medical Services
CATT Community Assessment and Transport Team
MACRO Phone Line Main Menu
MACRO On Main Menu Calls that reach the OFD phone system.
Oakland PD Transfer Calls received on the phone system in which the caller self- selects to be transferred to Oakland Police Department.
Oakland FD Transfer Calls received by the Oakland Fire Department.
MACRO OFD Dispatch Response Calls dispatched to MACRO teams from OFD.
General Response
Days in Service The number of days a MACRO team was deployed in a service month.
Dispatched Response The number of responses by a MACRO team after receiving an assignment from a dispatch (FCC, OPD & Email) source.
Percentage Dispatched Responses The percentage of dispatched responses MACRO received in a service month.
Total Incident Response The total number of incidents responded to by MACRO teams.
Teams per Days in Service The average number of MACRO Teams deployed in a service month.
Response by Source
Oakland Fire Department (MACRO
Direct)
Received via MACRO direct line or Fire Department
request.
MACRO Email A non-emergency request for MACRO services received through email.
On- View (non-dispatch) A MACRO team's encounter with an incident while in the community.
Oakland Police Department (911
Dispatch)
OPD transfers a call to OFD for MACRO response.
21 MACRO 2024 Summary Report
MACRO Service Zones
Undefined / Street Incident response on “the street” or when the location isn't clearly defined by the caller.
Zone 2 [Deep East Oakland] The area from 73rd Ave to the San Leandro border, bounded by I-580 to the north and roughly Edgewater Dr. to the south.
Zone 3 [West Oakland] The area bordered by I-880 on the south and west, I-980 on the east, and 35th St to the north.
Zone 4 [East Oakland] The area from 35th Ave to 73rd Ave, including the Laurel District and Redwood Heights, roughly bounded by I-580 the north and I-880 to the south.
Zone 5 [North Oakland] The area bounded by I-580 to the south, up to Berkeley north, Emeryville to the west, and the Oakland Hills to the east. This area includes neighborhoods, Temescal, Rockridge, and Bushrod.
Zone 6 [Central Oakland] The area from East Lake and Park Boulevard to 35th Ave includes areas of Fruitvale, San Antonio, and Little Saigon. The area is roughly bounded by I-580 to the north and the
Embarcadero to the south.
Zone 7 [Downtown & The Lake] The combined area of Downtown Oakland and Lake Merritt, Jack London Square, Chinatown, Uptown, around Lake Merritt, Lakeside Park, Lakeshore, and Adams Point neighborhoods.
Zone 8 [Oakland Hills]
All other Oakland neighborhoods, Montclair, Piedmont Pines and roughly North of Hwy 13 & 580.
Response Location
Apartment Building/Complex Incident response to an apartment building or complex.
Business Incident response to a business.
Church Incident response to a church or place of worship.
Library Incident response to an Oakland Public Library Branch.
Park Incident Response to a City of Oakland Parks & Recreation facilities.
Private Residence Incident response to a private residence.
School Incident response to a school including OUSD and Private Institutions.
22 MACRO 2024 Summary Report
Street All streets located in the eight zones in Oakland.
All Other Locations Indicates all other locations not listed.
Types of Incidents
Behavioral Health A concern raised by a caller regarding an individual's behavior or mental state.
Health & Wellness Check A basic check on an individual's health and well-being.
Sleeping A wellness check on an individual found sleeping in public places.
Public Indecency An incident when an individual is found without clothing in a public place.
Other Unique or less common incidents.
Resolution Codes
MACRO Resolved Incident on Site
(MCC)
Call complete; the incident was cleared by a MACRO team.
Team Unable to Locate Incident or
Individual (MNL)
MACRO is unable to locate an individual after arriving at the location.
Transport by MACRO (MPTM) A patient transported by MACRO.
Transport by Oakland Police
Department (MPD)
An incident resulted in a transfer to OPD and CATT request.
Transport by Ambulance (MPTA) An incident resulted in the patient being transported to EMS after MACRO request.