ARLINGTON, Texas – 911 systems are facing a new reality: call volumes are climbing, and more people are dialing 911 for medical concerns that aren’t life-threatening but still require care. In Arlington, nearly one in three calls in 2025 were for non-emergency medical issues like toothaches, sprained ankles, lingering symptoms from colds, and other common illnesses. This trend can strain the City’s emergency response system and limit ambulance availability for those facing critical situations.
To better meet community needs, the City of Arlington is introducing an innovative program: 911 Nurse Navigation. This approach allows dispatchers to connect callers with less critical conditions directly to a licensed nurse, who will guide them to the right type of care. Launched earlier this week in partnership with American Medical Response (AMR) and the Arlington Fire Department, the program helps ensure callers get the medical care they need, without unnecessary trips to the emergency room.
“By partnering with nurse navigators, we’re able to use emergency resources more efficiently, while still putting patient care at the forefront,” said Bret Stidham, Arlington Fire Chief and Director of Emergency Management. “This program ensures every 911 caller receives support and is left with clear next steps for care.”
How the Nurse Navigation Program works
“Emergency care doesn’t start and end with lights and sirens anymore,” said Dr. Gerad Troutman, associate chief medical officer of Global Medical Response, the parent company of AMR. “We know that more than half of hospital emergency department visits could have safely been handled in a different way, and we see that reality reflected every day in 911 call volume.”
Starting this week, 911 callers in Arlington with less-critical medical conditions may be connected by phone to the 911 Nurse Navigation program. Through this service, a licensed nurse will use physician-approved guidelines to determine during the phone call if an alternative setting to the emergency room is more appropriate, such as an urgent care center, a nearby clinic, telehealth services, or even guidance for self-care at home. By helping people access the right care setting, the program helps achieve the right outcome at the right cost. Callers do not pay a fee to talk with a nurse through the 911 Nurse Navigation Program.
Importantly, 911 Nurse Navigation remains fully within the 911 system. If at any point the caller in Arlington requests an ambulance, or a nurse determines that a higher level of care is needed, emergency responders can be dispatched.
The 911 Nurse Navigation Program is funded through Global Medical Response (GMR), the parent company of Arlington EMS (AMR), as part of an ongoing investment in innovative healthcare solutions and emergency response efficiency for the Arlington community. This is not a temporary pilot program. The initiative is designed to remain in place for years to come, as long as it continues to demonstrate success in helping reduce strain on the 911 system while connecting residents to the most appropriate level of care.
Troutman adds, “If we want a healthier, more resilient emergency care system, we have to evolve. 911 Nurse Navigation is an important part of that solution, and one the industry needs right now.”
Key Solutions and Benefits:
· EMS Responders More Readily Available for Critical Emergencies: By navigating less critical calls to other care settings, first responders can focus on critical emergencies.
· Tailored Navigation: Using available community resources, callers are guided to an appropriate care setting, and transportation is coordinated when needed.
· Enhanced Service Experience: Callers receive timely responses and are empowered to make informed decisions about their health.
· 24/7 Access to Navigators: 911 Nurse Navigators are available around the clock, ensuring callers and emergency medical dispatchers can access the program at any time.
Similar nurse navigation programs operate in more than 30 communities across 14 states.
