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Detroit Fire Department outlines plan to divert low‑priority 911 calls to nurse navigation
Summary
Detroit Fire Department told the committee it intends to pilot a nurse‑navigation program to screen low‑priority 911 calls, diverting non‑emergent incidents to nurses or telehealth to reduce unnecessary ambulance dispatches. Department estimates about 150,000 calls annually, with roughly 25% non‑emergent.
The Detroit Fire Department presented a nurse‑navigation plan to the Public Health & Safety Committee on June 16 that would route low‑priority 911 calls to nurses for triage and care coordination rather than automatic ambulance dispatch.
Deputy Commissioner Derek Hellman said the department fields about 150,000 911 calls a year and estimates roughly 25% are non‑emergent. Under the proposal, dispatchers would prioritize calls and transfer lower‑priority calls to a nurse who would perform a clinical quality check, determine whether telehealth, urgent care, scheduled transport or other non‑emergency options are appropriate, and coordinate follow‑up. ‘‘So the low priority calls then... will be transferred to a nurse,’’ Hellman said. The nurse could also arrange scheduled transports, telehealth, or, where necessary, return the call to 911 for immediate ambulance response.
Hellman said the city is in a bid‑review process (Q3) with two vendor proposals, expects to select a vendor by Q4 and plans to start a pilot in January of the following year with a soft rollout thereafter and a fuller rollout by spring. He said vendors include language‑translation capabilities — one company claims phone‑based translation for up to 200 languages — and telehealth links to clinicians.
Committee members generally expressed support and sought clarifications about vendor details, language access, and coordination with the health department’s existing programs for maternal and postpartum transportation. Councilmember Mary Waters compared the plan to common health‑system nurse triage practices and said she looked forward to seeing vendor qualifications and operational metrics when they are available.
What’s next: The department will continue bid review and return with vendor details and a proposed pilot implementation plan for further committee review; members asked for follow‑up once vendors are selected.
