AMR Enhances 911 EMS in Grand Rapids with Innovative Program

American Medical Response (AMR) Kent County is taking proactive steps to enhance its emergency response capabilities and better serve its residents with the launch of 911 Nurse Navigation, an innovative initiative developed by local emergency medical services provider AMR and program pioneer Global Medical Response (GMR).

The new initiative provides 911 dispatchers with an additional resource for callers whose medical concerns may not require a trip to the emergency department. For injuries or illnesses that may be more appropriately treated at facilities like urgent care centers or via virtual care services, this supplementary option ensures individuals receive suitable medical attention outside of a traditional 911 response.

“Having additional resources available allows us to prioritize ambulances for our most critical callers while still ensuring every caller receives appropriate guidance,” said John Robben, regional director for AMR. “It’s about connecting people to the right care at the right time — and giving them options beyond the emergency room when appropriate.”

How nurse navigation bridges the gap
Starting Sept. 23, emergency dispatchers will have the ability to connect eligible 911 callers with GMR’s nurse navigators, who follow physician-approved protocols to ensure callers receive direction to the most appropriate level of care. The new Nurse Navigation screening system directs callers to the right care, at the right time, in the right setting — enhancing outcomes while optimizing costs.

Depending on the caller's unique needs, a nurse navigator may schedule an appointment at a Federally Qualified Health Center, facilitate a real-time virtual consultation with a physician or direct the caller to urgent care.

"By guiding callers to the appropriate level of care, we can minimize unnecessary ER visits, shorten wait times and offer better healthcare options for low-acuity 911 calls," said Robben. "This initiative will boost the efficiency of our emergency and ambulance services, ensuring residents receive timely and appropriate medical attention."

Key solutions and benefits

• EMS responders are more readily available for emergencies: By navigating low-acuity calls to other care settings, first responders can focus on high-priority emergencies.
• Lower healthcare costs: The program is expected to save both 911 callers and the healthcare system significant costs by navigating less serious calls to more appropriate, cost-effective care options.
• Enhanced service experience: Callers receive immediate response, reducing anxiety and empowering them to make informed decisions about their health.
• 24/7 access to navigators: Nurse navigators are available around the clock, ensuring callers and emergency medical dispatchers have access to this program any time of the day or night.

While community education efforts will begin closer to launch, materials will be made available in multiple languages to support the area’s large immigrant and multilingual population.

The program will be available to residents served by AMR in the Kent County area. Community members are encouraged to check a coverage map, which will be shared ahead of launch, to see if Nurse Navigation is available in their area.

Similar 911 Nurse Navigation programs are now in over 30 communities across 14 states, collectively benefiting more than 200,000 callers. In 2024 alone, the program saved an estimated $21 million by preventing unnecessary ambulance transport, avoidable emergency department visits and other costly interventions.