Program aims to improve EMS efficiency, reduce healthcare costs, and provide the right level of care for the 911 caller
RIVERSIDE – Riverside County’s Emergency Management Department (EMD) is taking proactive steps to enhance emergency response capabilities and better serve residents with the launch of 911 Nurse Navigation, an innovative initiative developed in partnership with Emergency Medical Services (EMS) provider American Medical Response (AMR) and program pioneer Global Medical Response (GMR). The new initiative empowers 911 dispatchers with an additional resource to manage callers determined to be experiencing non-life-threatening conditions. Through the efforts of EMD’s Riverside EMS Agency, 911 Nurse Navigation is being offered to all fire departments in the county that are accredited by the International Academy of Emergency Dispatch (IAED).
“As the County’s EMS Agency, we continually strive towards improving access to care and ensuring a robust EMS system. Launching the 911 Nurse Navigation service ensures our residents receive the most appropriate level of service, while helping offset some of the emergency response call volume that may not be life-threatening,” said EMD Deputy Director Dan Bates.
How Nurse Navigation bridges the gap
911 Nurse Navigation gives emergency dispatchers the ability to connect eligible 911 callers with trained nurse navigators, who follow physician protocols to ensure callers receive direction to the most appropriate level of care. The 911 Nurse Navigation screening system directs callers to the right care, at the right time, in the right setting—enhancing outcomes while optimizing costs. 911 Nurse Navigation is available to Riverside County call centers already using emergency medical dispatch and training is provided to ensure staff understand the calls where Nurse Navigation is appropriate and how to transfer callers to Nurse Navigators.
Depending on the caller’s unique needs, a nurse navigator may schedule an appointment at an appropriate health center or facilitate a real-time virtual consult with a physician.
“EMS dispatch agencies that utilize 911 Nurse Navigation will help alleviate the strain on our EMS system. By guiding callers to the appropriate level of care, we can minimize unnecessary ER visits, shorten wait times, and offer better healthcare options for low-acuity 911 calls,” Bates said. “This initiative will enhance the efficiency of our emergency services and ensure that residents obtain timely and appropriate medical attention.”
CALFIRE/Riverside County Fire Department is the first dispatch agency to implement 911 Nurse Navigation in Riverside County. Their dispatchers received the required training and will go live on September 17, 2025.
Key Solutions and Benefits:
- EMS Responders More Readily Available for Emergencies: By navigating low-acuity calls to other care settings, first responders can focus on high-priority emergencies.
- Lower Healthcare Costs: The program is expected to save both 911 callers and the healthcare system significant costs by navigating less serious calls, which don’t need an urgent emergency medical services response, to more appropriate, cost-effective care options.
- Enhanced Service Experience: Callers receive immediate response, reducing anxiety and empowering them to make informed decisions about their health.
- 24/7 Access to Navigators: Nurse Navigators are available round-the-clock, ensuring callers and emergency medical dispatchers have access to this program any time of the day or night.
Similar 911 Nurse Navigation programs are now in over 30 communities across 14 states, collectively benefiting more than 200,000 callers. In 2024 alone, the program saved an estimated $21 million by preventing unnecessary ambulance transports, avoidable emergency department visits, and other costly interventions.
Visit RivCoReady.org/911Nurse for additional details about Riverside County’s 911 Nurse Navigation program.
Submitted by Riverside County Emergency Management Department.
