Yakima County Enhances 911 EMS with Innovative Nurse Navigation Program
4.22.2025
The GMR program aims to improve EMS efficiency, reduce healthcare costs and provide the right level of care for the 911 caller.
Yakima 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 in partnership with local EMS provider American Medical Response (AMR) and program pioneer Global Medical Response (GMR). The new initiative empowers 911 emergency medical dispatchers with an additional resource to manage callers experiencing non-life-threatening conditions.
“The launch of the Countywide Nurse Navigation Service ensures that residents have access to expert guidance when they need it most at the same time helping to offset some of the call volume our first responders assist in that may not be life threatening,” said Yakima County Commissioner Kyle Curtis.
How Nurse Navigation Bridges the Gap
Starting today, emergency dispatchers will now have the ability to connect eligible 911 callers with GMR’s nurse navigators, who follow physician 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 consult with a physician, or direct the caller to urgent care. In some cases, the protocols may note that while the emergency room is the best option, an ambulance isn’t necessary—offering alternative transportation solutions instead.
"By ensuring callers receive navigation to the right level of care, we can reduce unnecessary ER visits, decrease wait times, and provide better healthcare alternatives for low acuity 911 calls," said Yakima County Fire Chiefs Association President Nathan Craig. "This program will not only improve efficiency in our emergency services but also ensure that our residents receive timely and appropriate medical attention."
Key Solutions and Benefits:
“The launch of the Countywide Nurse Navigation Service ensures that residents have access to expert guidance when they need it most at the same time helping to offset some of the call volume our first responders assist in that may not be life threatening,” said Yakima County Commissioner Kyle Curtis.
How Nurse Navigation Bridges the Gap
Starting today, emergency dispatchers will now have the ability to connect eligible 911 callers with GMR’s nurse navigators, who follow physician 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 consult with a physician, or direct the caller to urgent care. In some cases, the protocols may note that while the emergency room is the best option, an ambulance isn’t necessary—offering alternative transportation solutions instead.
"By ensuring callers receive navigation to the right level of care, we can reduce unnecessary ER visits, decrease wait times, and provide better healthcare alternatives for low acuity 911 calls," said Yakima County Fire Chiefs Association President Nathan Craig. "This program will not only improve efficiency in our emergency services but also ensure that our residents receive timely and appropriate medical attention."
Key Solutions and Benefits:
- EMS Responders 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 low-acuity 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 round-the-clock, ensuring callers and emergency medical dispatchers have access to this program any time of the day or night.
