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Detroit Fire Department outlines nurse‑navigation plan to triage low‑priority 9‑1‑1 calls
Summary
Deputy Commissioner Derek Hellman told the Public Health & Safety committee the Detroit Fire Department plans to route low‑priority 9‑1‑1 medical calls to nurses for triage, telehealth, scheduled transport or referrals; the department expects a vendor selection in Q3 and a pilot starting in January.
The Detroit Fire Department presented a nurse‑navigation initiative Monday that it says would reduce non‑emergency ambulance responses by routing low‑priority 9‑1‑1 medical calls to nurses for triage and alternative care arrangements.
Deputy Commissioner Derek Hellman outlined the proposal and implementation timeline, saying the department handles roughly 150,000 9‑1‑1 calls a year and estimates about 25% of those are low‑priority. Under the model, dispatchers would transfer low‑priority medical calls to a nurse who could provide quality control, offer telehealth, schedule transport to urgent care, connect callers with primary care, or — if the caller is in true distress — return the call to 9‑1‑1 for immediate ambulance dispatch.
Hellman said the city is in a bid‑review process (Q3) with two vendors under consideration, expects to finalize a contract by Q4, and hopes to start a pilot in January with a soft rollout in the first quarter and full rollout by Q2 of the following year. He added the vendors under consideration include translation capabilities (up to 200 languages) and telehealth links to physicians.
Council members expressed support and asked about coordination with the health department and whether non‑English speakers would be served; Hellman said translation is included and that the program is intended to preserve emergency resources for life‑threatening calls while offering cost‑effective alternatives for non‑emergent needs.
Why it matters: The department argues the model would reduce unnecessary ambulance dispatches, ease crew fatigue and direct callers to lower‑cost care options when appropriate. Implementation requires contracting, vendor oversight, and public outreach to avoid discouraging calls for true emergencies.
Next steps: The committee said it welcomes further briefings as contract selections and pilot plans advance and asked the department to return with vendor details and metrics once procurement is complete.
