Lawrence unveils Crosswalk to Care 911 option to connect callers with nurse navigators

Mayor Deb Whitfield announced a new Crosswalk to Care program Thursday, saying that starting Sept. 15 911 callers in the City of Lawrence will have an option to be connected to trained nurse navigators who can link them with clinics, telehealth, mental-health services or a safe ride to an appointment.

The program is part of Whitfield's Live Longer in Lawrence initiative and is intended to provide "another choice" for people who call 911 but whose needs are not immediately life-threatening, Whitfield said. "This program is about dignity. It's about making sure that when someone dials 911 in a moment of uncertainty, they know that they will not face that moment alone," she said.

Fire Chief Bob Wallace, who presented operational details, said Crosswalk to Care is designed to keep emergency resources available for life-threatening events while directing callers to more appropriate care when suitable. "The truth is that not every 911 call requires an ambulance or an emergency room," Wallace said. "Crosswalk to Care changes that. ... It comes at no cost to the taxpayers."

Dr. John Kunzer, who spoke after Wallace, framed the program as a system-level solution that creates benefits for patients, providers and the emergency system. "A win for the patient, a win for the provider, and a win for the health system," Kunzer said, adding that nurse navigators will help connect residents to the array of existing resources in Lawrence.

Program mechanics described by officials: when callers choose the Crosswalk to Care option on a 911 call, trained nurses and navigators will assess needs and can arrange same-day or next-day appointments, virtual visits or referrals to mental-health services; officials also mentioned the possibility of arranging safe rides to appointments. City officials said the option is intended for non-life-threatening needs and will not change responses for urgent, life-threatening situations.

City leaders thanked partners and staff who helped develop the program, including Crosswalk Health, Division Chief of EMS John Moore, Deputy Chief of Operations Brian Funk, EMS Medical Director Dr. Paige Ostachowski, Police Chief Bigsby and Communications Director Melanie Castile. Officials did not specify funding sources beyond Chief Wallace's statement that the program "comes at no cost to the taxpayers."

The announcement was presented as an operational launch rather than a formal vote or ordinance; officials described implementation steps and partners but did not record a council or commission action during the meeting.

Officials said they are prepared to begin the new 911 option on Sept. 15 and encouraged residents to use the service when appropriate. The city did not provide additional details in the presentation about long-term funding, metrics for measuring outcomes, or whether outside approvals are required.