Detroit Fire Department outlines 911 nurse-navigation pilot to reduce nonemergency ambulance runs

The Detroit Fire Department presented a plan on June 16 to route low-priority medical 911 calls to registered nurses who can triage, provide telehealth options, schedule transport or redirect callers to urgent care — steps department officials said could reduce nonemergency ambulance deployments and crew fatigue.

"We see approximately 150,000 calls a year and 25% of those are nonemergent," Deputy Commissioner Derek Hellman told the Public Health & Safety Standing Committee, explaining that the city plans a vendor selection in Q3, contract execution by the end of the calendar year, a pilot beginning in January and a wider rollout in spring. He said the program will transfer low-priority calls from dispatch to a nurse who can advise callers and schedule lower-cost options where clinically appropriate.

Hellman and other fire-department staff described the benefits in resource allocation — keeping ambulances available for high-priority ALS responses — and anticipated cost savings by diverting nonemergent callers from emergency-room visits. He also said participating vendors include phone-translation technology that can handle up to 200 languages to serve non-English speakers.

Council members expressed general support and asked practical questions about translation and coordination with the health department. Member Waters said the idea is consistent with how some health systems first screen callers by offering nurse contact; Hellman confirmed coordination with telehealth and local resources. The department said it is conducting site visits on two finalist vendors and expects a soft rollout, with calls offered the choice to speak with a nurse during the pilot.

No contract award occurred at the meeting; the department described the procurement schedule and implementation milestones so council members could return with additional questions once a vendor is selected.