Diversions from policing as usual: A more caring city with Atlanta’s 311PAD?

Abstract

Within the framework of “caring cities,” we report findings from a case study of two central and contested neighborhoods in Atlanta, Georgia (Peoplestown and Summerhill) using a descriptive spatial analysis approach. The purpose was to unpack how everyday citizens can embody the ethics and practice of care through the Citizen Relationship Management (CRM) tools developed by city leadership. In this case, we examined Atlanta’s 311PAD program. Has Atlanta’s 311PAD program resulted in a more caring and inclusive city when it comes to citizen engagement? What barriers to adoption could be removed to ensure these programs successfully cultivate a more caring, just, and inclusive city? Findings show that since the implementation of 311PAD in 2021, only 13 PAD referrals have been made in these neighborhoods, compared to a much higher volume of 311 calls. We speculate that calls may not have been categorized accurately and the level of 311 conflict calls not diverted to PAD may be partially the result of rapid gentrification.

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