Columbus Adds Nurse Line to 911 for Non-Emergency Calls

Columbus Adds Nurse Line to 911 for Non-Emergency Calls

Published on August 31, 2026

New service adds nurse-led care option to 911 system while preserving emergency response for those who need it most

COLUMBUS, Ohio - The City of Columbus today announced the launch its new Nurse Health Care Navigation Line, adding a new option within the city's 911 system to help connect residents with the right medical care for their needs, while keeping emergency resources available for life-threatening situations.

The service works alongside Columbus' existing 911 operations. Residents experiencing a medical issue should continue to call 911 when they need help. Call-takers will continue using established medical protocols to assess each situation and dispatch emergency responders when appropriate. For certain non-emergency medical calls that meet specific clinical criteria, the caller may now be connected directly with a registered nurse who can assess the patient's needs and help determine the most appropriate next step.

"Calling 911 will always be the right thing to do when someone needs help," said Mayor Andrew J. Ginther. "What changes with this program, is that we now have another way to help. For patients who don't need an ambulance or an emergency room, a nurse can help connect them with care that better fits their needs. That's better for the patient and helps keep our firefighters, paramedics and medics available for when seconds matter most."

The Nurse Health Care Navigation Line was developed in response to a growing number of medical calls, and data showing that many patients who call 911 ultimately do not require emergency medical treatment. In 2024, Columbus Division of Fire personnel responded to nearly 145,000 emergency medical calls; in 65% of those calls, no EMS treatment was provided at the scene. Of patients who did receive treatment, only 55% were transported to an emergency department.

The new service is designed to provide another pathway for appropriate patients. After being connected with the Nurse Health Care Navigation Line, a nurse will conduct a clinical assessment and may help connect the caller with:

• Primary care or urgent care
• Telehealth services
• Pharmacy services
• Behavioral health or substance-use services
• Transportation assistance

Examples of calls that may be appropriate for nurse navigation include certain cases involving mild pain, minor injuries, cold or flu symptoms, fever or tooth pain. Each case will be evaluated individually using established clinical criteria. If at any point the nurse determines that emergency medical care is necessary, the patient will receive an EMS response.

"This program is about optimizing care for all our patients," said Dr. Robert Lowe, Medical Director for the Columbus Division of Fire. "Getting the right care for the patient's needs in the right amount of time is really the overarching goal."

For patients whose needs can safely be addressed outside an emergency department, the program can also reduce the time, stress and financial burden associated with an unnecessary emergency room visit.

"Decreasing the financial burden and the time to connect with the correct provider by directing the patient to the most appropriate care setting benefits all of our patients within the system," Lowe said.

The service also adds an important layer of follow-up. Patients triaged through the Nurse Health Care Navigation Line will receive a follow-up call within 24 hours to confirm they received the care they need.

The program builds on Columbus' broader effort to match residents with the response best suited to their needs. Similar to the city's Right Response Unit for behavioral health calls, the goal is to provide the right response and resources at the right time while allowing traditional emergency responders to remain available for the situations that require them most.

The City of Columbus began the process of identifying a medical triage and referral partner in June 2025. A review committee that included representatives from the firefighters' union, the city's Emergency Communications Center and Department of Technology evaluated potential providers and recommended Crosswalk Health to provide the service.

"Our residents should know that their safety remains our first priority," said Public Safety Director Kate Pishotti. "If you need help, call 911. We are not taking emergency care away. We are adding another level of care so that, when appropriate, a medical professional can help connect you with the resource that best meets your needs. It's a smarter, more specialized approach that benefits both the individual patient and our entire emergency medical system."

The Nurse Navigation Line went live on July 24^th. During this "soft launch" period, of the 131 callers who engaged with the nurse line, greater than 50% had their medical needs addressed without an ambulance transport to an Emergency Department. And patients showed a satisfaction rate of more than 80%.

Editor's Note: The 911 Call Center is a secure facility, but the Mayor's Offce can provide b-roll of 911 call-takers.

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